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

Are you satisfied with your Crystal Web account?

  • Total voters
    126
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Looney said:
It's not my job to know or to resolve otherwise I would be handling the issue myself. That is why I let Crystal Web deal with it on my behalf.
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They are not magicians, and they can't force telkom's hand. (and neither can you!)
 
mister said:
They are not magicians, and they can't force telkom's hand. (and neither can you!)
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I never asked them to pull a rabbit out of a hat. I asked them to escalate my issue with Telkom, which has been ongoing for almost a month. It's that simple and its not too much to ask.
 
Looney said:
It's not my job to know or to resolve otherwise I would be handling the issue myself. That is why I let Crystal Web deal with it on my behalf.
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We are very open to suggestions about how best you think we should be dealing with Telkom related faults, especially those that require Telkom to upgrade exchanges (i.e. test, confirm, plan, budget, apply for approval, install, test, confirm upgrade complete). This is a Telkom related, multidivisional investment decision at their discretion. I could call the heads of departments personally 9I have) and it would not help to have them address one customers' specific issue with his exchange.

If you do expect us to get exchange congestion fixed in under 3 weeks for every report of it, then there is unfortunately an unrealistic expectation of what sort of power ISPs yield over Telkom, and it may be best to rather manage the fault yourself to be sure that we are not dropping the ball at all (which from my perspective we are not at all).
 
Sinbad said:
That's like poking a rhinoceros with a feather.
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What is my alternative? Carry on waiting for months and months and possibly years with the same reason that Telkom is taking their time and they have no feedback? I'm sorry. That's not good enough for me. I am asking Crystal Web to deal with this because they are handling my line. If i call Telkom myself they refuse to deal with me because my line is listed as wholesale. So i cannot do anything myself. So in this case, it is up to Crystal Web to continue being on Telkoms case. If they are unable to do so, which it seems like they cannot. Then why must I continue keeping my line with them if there is no way for me to get anything resolved either on my own or through them.
 
Looney said:
What is my alternative? Carry on waiting for months and months and possibly years with the same reason that Telkom is taking their time and they have no feedback? I'm sorry. That's not good enough for me. I am asking Crystal Web to deal with this because they are handling my line. If i call Telkom myself they refuse to deal with me because my line is listed as wholesale. So i cannot do anything myself. So in this case, it is up to Crystal Web to continue being on Telkoms case. If they are unable to do so, which it seems like they cannot. Then why must I continue keeping my line with them if there is no way for me to get anything resolved either on my own or through them.
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Strange, even when my line was with Afrihost I was able to log issues with telkom directly...

As for why you keep your line with them... well firstly it's cheaper that way... secondly there's no downside at all...?
 
Looney said:
Easy. Continue escalating the issue with Telkom till they get fed up and send a technician.
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Harassing their staff is not the answer. It's also largely fruitless, as you continually deal with different staff, so you're not actually harassing anyone but their API and/or telephony systems. In the case of exchange congestion, continually escalating an issue will not only reflect unprofessionally on us, but it's I'm afraid the equivalent of pushing number 3 a hundred times in a lift thinking it will get you there faster. Eventually all you're going to do is wear the button down, but the lift won't go any faster at all as a result.
 
Sinbad said:
Strange, even when my line was with Afrihost I was able to log issues with telkom directly...

As for why you keep your line with them... well firstly it's cheaper that way... secondly there's no downside at all...?
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Well clearly the downside is that I cannot get my issue resolved through my own attempts or through CrystalWebs
 
Sinbad said:
Strange, even when my line was with Afrihost I was able to log issues with telkom directly...
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These days it shows as wholesale on the Telkom systems and Telkom will refer you to the ISP.
 
Crystal Web said:
These days it shows as wholesale on the Telkom systems and Telkom will refer you to the ISP.
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Exactly my problem. So as you can see, I'm stuck. I would prefer you deal with my problem as I hate dealing with Telkom myself. But it seems that you are unable to for fear of pissing them off.
 
Looney said:
Well clearly the downside is that I cannot get my issue resolved through my own attempts or through CrystalWebs
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You wouldn't be able to get it resolved either way. Telkom does exchange upgrades on their own schedule. Nothing you can do to influence that, really, except get everyone on the exchange to complain. They won't do it for you - they'll consider doing it if everyone points out the problem though.
 
Sinbad said:
You wouldn't be able to get it resolved either way. Telkom does exchange upgrades on their own schedule. Nothing you can do to influence that, really, except get everyone on the exchange to complain. They won't do it for you - they'll consider doing it if everyone points out the problem though.
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It's not an exchange congestion. I have never suffered from exchanged in my life. In fact, only since moving my line to CrystalWeb and get the new details for the IS backbone. Coincidence maybe. But I have never experienced exchange congestion and I don't believe it is exchange congestion. I do believe it's a problem at the exchange, perhaps a faulty port or something else, but it's definitely not exchange congestion. CrystalWeb just like to call it exchange congestion.
 
Looney said:
Then why must I continue keeping my line with them if there is no way for me to get anything resolved either on my own or through them.
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You mentioned the previous fault was reported by us and fixed, so I don't think the bolded bit is accurate.

Exchange congestion is not necessarily a line fault though - it's an exchange capacity issue. It requires more than a techie to "fix" something. It requires, well, what I previously mentioned in detail, which is why it takes time. It can take even more time if your exchange is planned for an upgrade, as the upgrade date will stick.

So I do understand your frustrations - I really do. But we do not sit on Telkom's NOC board; we don't handle their budgets; we don't approve Telkom's projects; we don't do Telkom's installations. And because upgrading an exchange is quite a big deal, requiring quite a process on Telkom's side, and a fair amount of money as well, the reality is that escalating a congestion issue multiple times ends up being a fairly lethargic process with no reward for the ISP nor the customer. We do suggest that customers sometimes follow this process in the hope that one can wear them down, but in reality that's not what determines their capital spend.
 
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