Official Crystal Web ADSL performance feedback thread Part 2...

[craig1606]

Seems the shaping has kicked in again already...getting less than 2m speeds on 10m account. When is this going to stop and we actually get what we pay for?

Yep. I agree. This is getting annoying now.
What happens when the school holidays start?

 

[snail112]

CW had time to sort out whatever was the problem with whatever. I paid for December cause I was too late to cancel before the 18th and I was giving them the benefit of the doubt to fix whatever needed fixing. CW said they compensate with full unshaped for December, I'll wait and see, if there is no improvement, I'm gone, I cannot substituted with prepaid top-up every other day just to do what I need the net to do.

 

[Lino]

Downloading down to a grinding halt. Can't really complain have taken a big chunk today.

 

[saa044]

My last day on ADSL and I just wanted to download Asphalt 8 Airborne on my win8 tab. Not even getting 500kbps.

 

[nemisiz]

Last time i spoke to CW support , they said End of Week.
It is the end of the week.
So not Fixed , empty promises , Not seeing a CW support person on site to give any feedback.

How do we Cancel with Crystalweb? I have given you the time but your silence has made it clear , this problem will not be sorted soon.

 

[Rohan]

Last time i spoke to CW support , they said End of Week.
It is the end of the week.
So not Fixed , empty promises , Not seeing a CW support person on site to give any feedback.

How do we Cancel with Crystalweb? I have given you the time but your silence has made it clear , this problem will not be sorted soon.

They also said this issue will not continue into next month...tomorrow is the 1st and if anything the performance has gotten worse.

I am effectively being prevented from using the cap I have left over before midnight. I paid for the cap and for getting unshaped data . Still have 20gb left from my 200gb capped account and at this rate I won't be able to use it.

 

[CuriouS]

Games unplayable.

 

[howardb]

Moved to an mweb 5gb capped account for the remainder of today (btw, running full speed on all protocols), CW not working for me at all today. 1 hour to go, not going to connect to this account again, cancelled. Cheers CW

 

[saa044]

MWEB
Hmmm, so Workerdroid7 is having issues with online gaming, so am I. Of late it has been near impossible to connect to my online game. I get to login phase, and then it just times out. Maybe MWEB must relook the gaming protocols. Is this perhaps a clue that could resolve many users who struggle to play online? Just to add, my browsing, youtube etc will be flawless, just impossible to connect to the gaming server in the US.

Mwebguy can you please check this out. look I'm getting packet loss on the one device and related to mweb. Telkom said about 5 ties now my line is fine

Afrihost
My line on telkoms ADSL checker says I am on 10mbps but my router is only syncing at 2mbps why am I paying so much for this?



I am sure I can paste something from every ISP in here. Sometimes it just is not the ISP's fault, there are issues everywhere.

 

[Gatecrasher]

I am sure I can paste something from every ISP in here. Sometimes it just is not the ISP's fault, there are issues everywhere.

I'm sure we could all do that. We could paste CW complaints in Afrihost/MWEB threads if we liked. What fun!

But if the product you are paying for is not working as advertised then you generally complain to the company who took your money.

Or are you are suggesting that people just happily accept sub-standard products and poor service because, well, that's what they might get from some other company?

 

[Ripstorm]

Twitch streaming nicely for the last 3 days. Anything changed on CW's side?

 

[bgotapen]

They also said this issue will not continue into next month...tomorrow is the 1st and if anything the performance has gotten worse.

yeah I was basically promised by support the 17th it would be fixed. then end of the month... sure it is telkom dragging their feet but this is still unacceptable.

I am sure I can paste something from every ISP in here. Sometimes it just is not the ISP's fault, there are issues everywhere.

What is the point of your post? Is this the mweb or afrihost feedback thread? It is not all isps that have issues there are plenty that don't have issues and people will always have issues with their isp.

THis is a network fault that needs to be fixed. CW can blame telkom but they are suppliers. You don't buy 4 brand new tires and get 2 and told deal with it our supplier is out of stock maybe we will give you the other two next month...

this is not how things work. You sell a product that you have or you provide refuds or backup accounts on other networks for those affected. I know there are people on CW with NO ping problems or packetloss... why is my and a bunch of other peole affected more by this and some not? I went as far as to document my ping spikes on a youtube video with mtr tests to the server ip.

You know what I got for 3 hours of my time? not a peep from support. Not even a ticket number after it was escalated.

 

[HowTo]

@CW

2min ago with WebChat.
Get DJ and Paul on this forum. I cant stand this poor delivery performance any more.
You can't implement new things if they not being tested. My capped account was ok for three days gamming and downloading.
Downloading I hope was ok. Always running in the background. Now and then when I checked it was ok.
Downloading took it toll this morning.
Gamming since the change was made is only down hill. Please sort this out.
I only do P2P and gamming. Support guys should not ask me how is my streaming. I don't do this.

 

[aktor]

@CW
Get DJ and Paul on this forum.

+1

 

[Electric]

It's starting to unravel in here.

I guess my account just experienced this earlier than some of you.

 

[Leatherman]

It is so sad, seems the rot with SA Isp's is so deep that no matter what good intentions you have going in. I so hoped that these guys would be able to make a difference. O well I am back with webafrica for now.

 

[eyc]

Paul , nice read. Can you please elaborate more on this ...
However the input costs are too high (with the well documented problems in the labour market and the high costs related to last mile access)
What input cost , Int and IPC bandwidth ? Who`s to blame for high last mile cost ?

The reality is that South Africans - ALL South Africans (with poorer South Africans being the most severely impaired)- are being ripped off when it comes to communication. Service levels are lower than they should be and prices are exorbitant (relative to service levels), but the high costs to communicate are structural and filter down the industry. Trying to improve the quality and levels of access to the Internet has been a passion of mine for quite some time and long before deciding to go the setup an ISP route is something both DJ and I put a lot of personal energy into - forming Crystal Web is one way of doing so.

For R799 we would like to be able to offer a customer a lot more - 20 rather than 10 Mbps uncapped (with an allocation at which shaping applies) with some mobile data and so on. However the input costs are too high (with the well documented problems in the labour market and the high costs related to last mile access) and so it is only through a lot of innovation that we can improve things - sadly if there was more innovation higher up the food chain things would improve a lot more quickly - and there is an exercise of keeping people excited about alive possibilities.
A further problem is that high costs of communication are compounded with the fact that home consumers are pushed towards spending a disproportionate amount of their "entertainment" component of disposable income on pay television services and a disproportionate amount on voice calls and short message services such that all and all it is the Internet (which unlike pay TV and voice and SMSes continues to innovate, expand and empower people) - ultimately SA consumers are paying too much money to large companies with a vested interest against empowering consumers.

What we as a company try to do is to act as a positive force and use the purchasing power which we have to improve quality - rather than lower pricing, because the price war approach which ISPs embarked on has caused a quality problem - so there needs to be a tick-tock cycle to borrow from Intel. And Crystal Web (and DJ and I outside of "office hours") puts considerable energy into getting things right - even if it would be against our business plan, because we will then spend hours rewriting the business plan. We understand that there is a continuous and complex balancing exercise.

The trouble is that if you try to please everyone somebody isn't going to like it (Murphey's 5th law [I think its the 5th]) and what I can disclose - because it doesn't breach confidentiality - is that somebody doesn't like what we are doing for our customers. Sadly while we have had some wonderful sentiment from some awesome competitor colleagues in the industry, not everybody is happy and some fairly unpleasant things are happening in the background as promised things aren't delivered - or are delivered later than promised - to us. There have also been some fairly good and significant changes to the back ends of the ADSL network which do cause some odd problems which we work to resolve but need to isolate customers as well.

This is why we invite criticism and query and really do want hard data to work with and we actually appreciate posts like this because it is often possible ammunition in the fight for improving things. It is good to have customers say - "while we understand the fact of non-disclosure, we want our ISPs to be able to tell us more" because it is only through a culture being embraced by "demand" that suppliers will move in that direction.

I think the only time DJ or I become offended is when our integrity as people is spuriously attacked - I am many bad things and don't take myself particularly seriously but that core of humanity that is integrity is something I do take seriously. At heart we endeavor to treat our customers with uttermost respect - which is why the term "abuser" is one that offends us when used spuriously. We have a particular love for MyBB members (which is why MyBB members who make this place unpleasant for other people - company reps aren't people - annoy me)

 

[Anthro]

@CW

2min ago with WebChat.
Get DJ and Paul on this forum. I cant stand this poor delivery performance any more.
You can't implement new things if they not being tested. My capped account was ok for three days gamming and downloading.
Downloading I hope was ok. Always running in the background. Now and then when I checked it was ok.
Downloading took it toll this morning.
Gamming since the change was made is only down hill. Please sort this out.
I only do P2P and gamming. Support guys should not ask me how is my streaming. I don't do this.

I did the same the other day, actually warned them that this thread is spiraling !
But no, no reply with a clear answer, just Paul being very cryptic about whats really happening at CW.
*edit*
Reading into Pauls long post from earlier, I have noted that some other ISP is giving them uphill or something, because of the services being offered by them
I am between a rock and hard place now, as I cancelled AH to go to them - where do I go ??
FFS | sometimes I think this is ALL of the ISP in our country
[video=youtube;0ilMx7k7mso]https://www.youtube.com/watch?v=0ilMx7k7mso[/video]

 

[Electric]

It's funny but it's sad how true it is becoming.

 

[Rohan]

I just noticed that I only have 178GB this month instead of 200, according to the portal I used 22gb already? I have used exactly 1.2gb since 12am.