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

[OMB]

dogs breakfast this morning, 2 hours of load shedding and suddenly I'm getting this



talk about erratic performance

 

[AfricanTech]

Just goes to show how tough it is to provide a reliable Internet service in SA.

If Paul and DJ, who have the best intentions and demonstrated transparency here on MyBB, are struggling, then what hope for others.

Good luck chaps.

 

[MrElementary]

On CW support at the moment.

There has been a Telkom notice which has been sent out, regarding the fact that their exchanges are currently running on battery power due to the Power outages, and thus would result in the quality of throughput lowering, the issues you are currently experiencing are more in likely hood not caused from our end

Thx bruv. That's the answer I was looking for.

 

[balky]

Good day

Waited patiently but it seems to no avail so thought I might send out a shout to ask for assistance. I live in Hartbeespoortdam, only very recently (3-4 days ago) got 4mb uncapped ADSL from Crystalweb. As far as I understand(my brother is a little more in the loop than I am), our line is still with Telkom but will at some point be migrated to CW as well to form the package.

But the ADSL itself has been offline the entire day. Like, nada. Zip.

I've checked as thoroughly as I can, the issue isn't in my house. I mean, it was working this morning between 10-11 for an hour then off again. Just wanna know if it's CW side, is it telkom? Where to look and how to solve?

Thanks.

If the ADSL LED and the internet LED on your router are both off, then the fault is not with CW. So, then either your router has a problem or it is a Telkom problem - phone 10210

If the ADSL LED is on and the internet LED is off then it is a CW issuue - contact live support.

 

[Leatherman]

Just goes to show how tough it is to provide a reliable Internet service in SA.

If Paul and DJ, who have the best intentions and demonstrated transparency here on MyBB, are struggling, then what hope for others.

Good luck chaps.

That was before their upstream provider caught wind of that and shut them up promptly. Do not know if it is indeed the case but at the moment it is left to us to read between the lines. Sometimes that might be a completely wrong story. You can package a turd any which way it will stay a turd.

 

[MrElementary]

If the ADSL LED and the internet LED on your router are both off, then the fault is not with CW. So, then either your router has a problem or it is a Telkom problem - phone 10210

If the ADSL LED is on and the internet LED is off then it is a CW issuue - contact live support.

As I mentioned, internet DID work, then didn't. Still isn't. D-link wireless N 300 ADSL 2+ 3G USB Router. Lights are on, one signalling that the ADSL is working is blinking, where it's supposed to stay on.

Forgive me for sounding blunt but, where is your proof saying this is definitely CW's fault and not perhaps Telkom related?

 

[Leatherman]

As I mentioned, internet DID work, then didn't. Still isn't. D-link wireless N 300 ADSL 2+ 3G USB Router. Lights are on, one signalling that the ADSL is working is blinking, where it's supposed to stay on.

Forgive me for sounding blunt but, where is your proof saying this is definitely CW's fault and not perhaps Telkom related?

Since you already know what is the problem why did you ask for advice.

 

[MrElementary]

Since you already know what is the problem why did you ask for advice.

Sigh, to discern where the problem is. I never said I don't know what is wrong. I said I would like to know who to talk to. Telkom, or CW. Was I that unclear?

 

[Leatherman]

As I mentioned, internet DID work, then didn't. Still isn't. D-link wireless N 300 ADSL 2+ 3G USB Router. Lights are on, one signalling that the ADSL is working is blinking, where it's supposed to stay on.

Forgive me for sounding blunt but, where is your proof saying this is definitely CW's fault and not perhaps Telkom related?

I am talking about this remark you made. balky just gave you the most likely scenarios. He did not say it is definitely a CW problem

 

[balky]

If the ADSL LED and the internet LED on your router are both off, then the fault is not with CW. So, then either your router has a problem or it is a Telkom problem - phone 10210

If the ADSL LED is on and the internet LED is off then it is a CW issuue - contact live support.

As I mentioned, internet DID work, then didn't. Still isn't. D-link wireless N 300 ADSL 2+ 3G USB Router. Lights are on, one signalling that the ADSL is working is blinking, where it's supposed to stay on.

Forgive me for sounding blunt but, where is your proof saying this is definitely CW's fault and not perhaps Telkom related?

I'm not saying it's CW's fault, I'm saying it's a CW issue. If the ADSL LED is on, then chances are your ADSL line is working. You may have incorrect login details saved in your router. Live support will confirm this, or perhaps something is wrong on CW's side. Also if it was working earlier, then maybe the login details were corrupted in your router. Try re-entering them.

Edit: I just saw that your ADSL LED was blinking. Did you phone Telkom?

 

[wingnut771]

Sigh, to discern where the problem is. I never said I don't know what is wrong. I said I would like to know who to talk to. Telkom, or CW. Was I that unclear?

Try with another free ISP account?

axxess, ah, wa, gridhost have some off the top of my head.

 

[MrElementary]

I'm not saying it's CW's fault, I'm saying it's a CW issue. If the ADSL LED is on, then chances are your ADSL line is working. You may have incorrect login details saved in your router. Live support will confirm this, or perhaps something is wrong on CW's side. Also if it was working earlier, then maybe the login details were corrupted in your router. Try re-entering them.

Edit: I just saw that your ADSL LED was blinking. Did you phone Telkom?

Was going to this morning, but as soon as you dial 10210 there is a message saying that they are experiencing network issues. Which I interpreted as to be solved soon, or perhaps a working line but less effective than usual. Seems I was wrong on that front.

I'll wait for it to get fixed again in a day or so, else I'll give Telkom a call. Thx for the help, much appreciated.

Try with another free ISP account?

axxess, ah, wa, gridhost have some off the top of my head.

Sorry I'm terribly clueless with stuff like that. I barely figured out how to get the first account from CW.

 

[wingnut771]

Sorry I'm terribly clueless with stuff like that. I barely figured out how to get the first account from CW.

It's the best way to test, try another ISP account that's on a different backbone.

CW uses cybersmart backbone.

Afrihost and Axxess use MTN.

Webafrica & Gridhost use IS.

You can sign up online with all of them.

 

[Adeptus Mechanicus]

Switched to my WA pre-paid account. Speeds are flying

Now earlier in this thread I explained that I was willing to stick with CW because I believed they didn't obfuscate their issues and would eventually get things right, but after the explanation from support earlier that my "account looks perfect" (didn't receive a comment on my tracert though) and that any issues must be owing to load shedding I'm not so sure I like what I'm seeing.

 

[bgotapen]

Switched to my WA pre-paid account. Speeds are flying

Now earlier in this thread I explained that I was willing to stick with CW because I believed they didn't obfuscate their issues and would eventually get things right, but after the explanation from support earlier that my "account looks perfect" (didn't receive a comment on my tracert though) and that any issues must be owing to load shedding I'm not so sure I like what I'm seeing.

This makes me smile. You called me a fool for demanding answers. This fool canceled and left and is now enjoying a accoutn with no speed or lag issues at all.

 

[Paul Hjul]

That was before their upstream provider caught wind of that and shut them up promptly. Do not know if it is indeed the case but at the moment it is left to us to read between the lines. Sometimes that might be a completely wrong story. You can package a turd any which way it will stay a turd.

Just to make some comment on this, although naturally there is some delicacy at play. None of our channel partners have shut us up promptly as suggested but we are in a natural set of binds concerning disclosure: For various reasons non-disclosure is a norm in commercial transactions and it certainly is a salutary practice in negotiation and dispute resolution, consequently confidentiality is a standard component of many contracts. Crystal Web are ardent believers in the sanctity of contract and we perform in absolute good faith on our contractual undertakings. The very culture of relationships being governed by agreement - which underlies our Customer Relationship Agreement - means that we take them exceptionally seriously and we work on the assumption that other people do too. We have in the main been pleasantly surprised that our belief in goodness is generally confirmed and with only a few exceptions people we engage with can be trusted to adhere to their end of the bargain, and we really must thank the hundreds of people who have had their accounts activated on essentially a handshake and paid so promptly thereafter. It does mean that even when a contract hurts us we abide by it and follow the processes and provisions therein all the while preparing the necessary measures to protect our clients. We are also - as can be shown elsewhere in this forum - believers in the legal and judicial processes and consequently will not be in a position to comment when matters are sub iudice.

I am currently in Johannesburg and Shaun and I (and Gladys ) spent the day in Sandton yesterday in dealing with issues and it is inevitable that I will be braving Sandton again most of next week (granted tomorrows foray is not CW related)- if dealing with certain matters doesn't take me urgently to Cape Town.

With respect to network upgrades and so on, various issues have crept in and various parties are involved with the fact that there are rolling blackouts not helping - even if only because it may be a convenient excuse for responsible partners. The power failures do cause weird and wonderful problems that are often easily resolved with a chat to support - authentication locks - and a power cycle by the customer (flushing things on the customer end) and it may occur that support drops the ball on something and indicate that an account is perfect or okay when what they mean is that no problems from an account perspective are showing through.

 

[Sinbad]

You guys wanna do lunch at the news cafe in Sandton one day?

 

[DJ...]

With regards to sanctity of contract, it has always been paramount, and is currently more important than ever. If I was at liberty to disclose the details of the lengths Crystal Web is currently going to on behalf of our customers, I certainly would. The phrase sub judice was not unintentionally uttered. We will need to ask IzZzy to what extent certain details can be disclosed, but our position at this point is none, especially relating to the rumours of imminent backbone changes.

From a precedent setting perspective, this is one of those times that you want to be supporting Crystal Web...

 

[snail112]

.....

With respect to network upgrades and so on, various issues have crept in and various parties are involved with the fact that there are rolling blackouts not helping - even if only because it may be a convenient excuse for responsible partners. The power failures do cause weird and wonderful problems that are often easily resolved with a chat to support - authentication locks - and a power cycle by the customer (flushing things on the customer end) and it may occur that support drops the ball on something and indicate that an account is perfect or okay when what they mean is that no problems from an account perspective are showing through.

Any chance somebody can shed some light to the fact that the usage counters was not reset at the beginning of the month? And when do you expect the network to be as it was?

 

[CataclysmZA]

We are also - as can be shown elsewhere in this forum - believers in the legal and judicial processes and consequently will not be in a position to comment when matters are sub iudice.

The phrase sub judice was not unintentionally uttered. We will need to ask IzZzy to what extent certain details can be disclosed, but our position at this point is none

Now that's the part I'm interested in. What legal matters could CW be embroiled in that would require them to turn to legal action? My bets are on the NNTP deal they had with NextGenNews.