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

Are you satisfied with your Crystal Web account?

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Thanks Crystalweb, half an hour after I log off live chat I get a call from a nice woman at Telkom, and they will send a tech out tomorrow.

+1
 
copacetic said:
Thanks Crystalweb, half an hour after I log off live chat I get a call from a nice woman at Telkom, and they will send a tech out tomorrow.

+1
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Great news. I actually escalated it while on the chat for you, and that's some great turnaround from them. Very pleasing to hear.
 
Crystal Web said:
Great news. I actually escalated it while on the chat for you, and that's some great turnaround from them. Very pleasing to hear.
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Where is my escalation Shaun? I'v been experiencing cr@p pings for approx 3 weeks now. All I keep getting told is that there is no feedback from Telkom. At least 2 faults have been logged and its still not fixed.

I am starting to get impatient.
 
Looney said:
Where is my escalation Shaun? I'v been experiencing cr@p pings for approx 3 weeks now. All I keep getting told is that there is no feedback from Telkom. At least 2 faults have been logged and its still not fixed.

I am starting to get impatient.
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We cannot escalate every single query. I really wish we could simply press a button have Telkom resolve everything and treat all faults equally. Especially exchange congestion - as explained, it's not something that they escalate on their end so it's one where we're left at their turnaround entirely. In the previous case with copacetic there was a serious line fault that needed and warranted (by Telkom's standards) escalation.
 
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So I get to take a 3 month break from the forums due to my previous comments on OW's thread.
 
checking logs:
12pm telkom started their ***
20702f2100.png
 
Crystal Web said:
We cannot escalate every single query. I really wish we could simply press a button have Telkom resolve everything and treat all faults equally. Especially exchange congestion - as explained, it's not something that they escalate on their end so it's one where we're left at their turnaround entirely. In the previous case with copacetic there was a serious line fault that needed and warranted (by Telkom's standards) escalation.
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Over 3 weeks is not good enough. I suggest you contact Telkom and escalate this issue. It has been ongoing for a long time. If it was a week then I can understand. We are approaching a month of issues. This is simply not good enough. Crystal Web is who I turn to to sort this out, not Telkom. So I strongly suggest you do whatever you can to get this issue sorted.
 
Looney said:
Over 3 weeks is not good enough. I suggest you contact Telkom and escalate this issue. It has been ongoing for a long time. If it was a week then I can understand. We are approaching a month of issues. This is simply not good enough. Crystal Web is who I turn to to sort this out, not Telkom. So I strongly suggest you do whatever you can to get this issue sorted.
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Some people have waited over 2 years to get their exchange upgraded. Best to go to everyone in your street and get them to log faults, maybe that'll wake them up.
 
Looney said:
Over 3 weeks is not good enough. I suggest you contact Telkom and escalate this issue. It has been ongoing for a long time. If it was a week then I can understand. We are approaching a month of issues. This is simply not good enough. Crystal Web is who I turn to to sort this out, not Telkom. So I strongly suggest you do whatever you can to get this issue sorted.
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if Crystal Web managed the last mile infrastructure this would be possible, but Telkom is Telkom, regardless of who you point the finger at
 
wingnut771 said:
Some people have waited over 2 years to get their exchange upgraded. Best to go to everyone in your street and get them to log faults, maybe that'll wake them up.
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I'm not interested in other people. I only care about my issues. Sorry.
 
slvr said:
if Crystal Web managed the last mile infrastructure this would be possible, but Telkom is Telkom, regardless of who you point the finger at
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It is Crystal Web's responsibility to ensure that my faults get attended to. Telkom closed 1 fault saying the issue was fixed. It was. Another fault was opened and I'm still waiting for the fault to be resolved.
 
Looney said:
I'm not interested in other people. I only care about my issues. Sorry.
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Either you didn't read his comment or it went completely over your head. If it is indeed an exchange issue then the more people that complain the better the chances of you having it attended to by telkom. Simple.:)
 
Looney said:
It is Crystal Web's responsibility to ensure that my faults get attended to. Telkom closed 1 fault saying the issue was fixed. It was. Another fault was opened and I'm still waiting for the fault to be resolved.
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It certainly is our responsibility to ensure that the faults are reported accurately for Telkom to attend to. We can escalate certain matters and we can certainly follow up on them too, but in terms of who is dispatched when, to fix what, on Telkom's network - we have zero control over that (as much as we wish we did). Also, in terms of decision-making surrounding investment into the last mile infrastructure (which is typically what is needed if it is congested) we cannot do this - it's not our budgets, and not our infrastructure.

So while I understand that it's frustrating to have to wait for Telkom to resolve this sort of an issue, it's also not really feasible for us to "fix" exchange congestion, nor instruct Telkom to do so. It is 100% at their discretion, no matter who manages the line. Ultimately our responsibility is to ensure that you can obtain a better level of service in managing your line via us, but with respect to technical faults, we cannot instruct Telkom on what needs to be done and within what time-frames. Especially since many of the contacts we used to have at Telkom who assisted us over and above baseline responsibilities to us as a wholesale customer of theirs, were retrenched.

We have a long list of Telkom line faults we work through each and every day, but how that works is by liaising via the correct channels (far quicker than customers calling Telkom) and then awaiting their feedback on their tests and planned course of action. Exchange congestion is an issue that I know Telkom are working on right now as part of their new network evolution (which is why for the last 4 months customers around the country have had occasional downtimes or slow throughput while they install new equipment). But in terms of individual complaints about congestion at exchanges, if I'm brutally honest, they tend not to be fixed very quickly whatsoever and that is not a decision we take, nor do we like, but we do not have control over them to change this.
 
I demand crystalweb send someone out to give me a neck message :erm::mad::twisted::D
 
Crystal Web said:
It certainly is our responsibility to ensure that the faults are reported accurately for Telkom to attend to. We can escalate certain matters and we can certainly follow up on them too, but in terms of who is dispatched when, to fix what, on Telkom's network - we have zero control over that (as much as we wish we did). Also, in terms of decision-making surrounding investment into the last mile infrastructure (which is typically what is needed if it is congested) we cannot do this - it's not our budgets, and not our infrastructure.

So while I understand that it's frustrating to have to wait for Telkom to resolve this sort of an issue, it's also not really feasible for us to "fix" exchange congestion, nor instruct Telkom to do so. It is 100% at their discretion, no matter who manages the line. Ultimately our responsibility is to ensure that you can obtain a better level of service in managing your line via us, but with respect to technical faults, we cannot instruct Telkom on what needs to be done and within what time-frames. Especially since many of the contacts we used to have at Telkom who assisted us over and above baseline responsibilities to us as a wholesale customer of theirs, were retrenched.

We have a long list of Telkom line faults we work through each and every day, but how that works is by liaising via the correct channels (far quicker than customers calling Telkom) and then awaiting their feedback on their tests and planned course of action. Exchange congestion is an issue that I know Telkom are working on right now as part of their new network evolution (which is why for the last 4 months customers around the country have had occasional downtimes or slow throughput while they install new equipment). But in terms of individual complaints about congestion at exchanges, if I'm brutally honest, they tend not to be fixed very quickly whatsoever and that is not a decision we take, nor do we like, but we do not have control over them to change this.
Click to expand...

Not good enough. Make a plan Shaun.
 
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