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

Are you satisfied with your Crystal Web account?

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Crystal Web said:
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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The only thing CrystalWeb managed to resolve so far was getting my line downgraded back to 4mb, which I could have easily done myself if I had not moved my line to CrystalWeb.
 
Looney said:
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.
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So something fails at the exchange and causes congestion as load is spread... :erm:
 
Looney said:
The only thing CrystalWeb managed to resolve so far was getting my line downgraded back to 4mb, which I could have easily done myself if I had not moved my line to CrystalWeb.
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My apologies about the Telkom problems. I will arrange for the line to be moved back to Telkom for you then and pass a credit note for the difference for this month once completed.
 
Looney said:
I'm not interested in other people. I only care about my issues. Sorry.
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Looney said:
Not good enough. Make a plan Shaun.
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You must be really fun at parties.

Anyway best of luck with getting your exchange sorted by a lone technician. Mine took 2 years. And that's 2 years of Telkom actively working in teams putting in a new fibre backhaul etc. It's not an overnight thing.
 
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aktor said:
You must be really fun at parties.
Anyway best of luck with getting your exchange sorted. Mine took 2 years. And that's 2 years of Telkom actively working putting in a new fibre backhaul etc. It's not an overnight thing.
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Don't assume to know me just because I have a problem that CW is unable to resolve inspite of me giving them enough time.
 
Looney said:
Don't assume to know me just because I have a problem that CW is unable to resolve inspite of me giving them enough time.
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You fail to understand that it is not them responsible for fixing it.

So moving your line back to telkom will solve what? An ISP has at least got a little bit more pull than a lone ranger like you and me sitting for hours on end just to speak to a call centre agent who has been trained to ask "have you tried turning it off and on again?".
 
faniedry said:
You fail to understand that it is not them responsible for fixing it.

So moving your line back to telkom will solve what? An ISP has at least got a little bit more pull than a lone ranger like you and me sitting for hours on end just to speak to a call centre agent who has been trained to ask "have you tried turning it off and on again?".
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Let him learn on his own. His choice.
 
faniedry said:
You fail to understand that it is not them responsible for fixing it.

So moving your line back to telkom will solve what? An ISP has at least got a little bit more pull than a lone ranger like you and me sitting for hours on end just to speak to a call centre agent who has been trained to ask "have you tried turning it off and on again?".
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I'll have you know that it actually wasn't a choice. I was simply informed that they will move my line back to Telkom and when I said leave it, it's fine, CrystalWeb insisted to move my line back to Telkom. Whatever.
 
Looney said:
I'll have you know that it actually wasn't a choice. I was simply informed that they will move my line back to Telkom and when I said leave it, it's fine, CrystalWeb insisted to move my line back to Telkom. Whatever.
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because you insist on being unreasonable, I don't blame them.
 
Looney said:
I'll have you know that it actually wasn't a choice. I was simply informed that they will move my line back to Telkom and when I said leave it, it's fine, CrystalWeb insisted to move my line back to Telkom. Whatever.
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Looney said:
Thanks. Move my line back to Telkom.
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...

In any event, I understand your frustration, having had exchange congestion issues on the go with CW/Telkom for the past two months, and very little feedback from either side.

However, I came to understand that the situation is out of the hands of CW, for the most part. CW have on the other hand, been the most proactive, responsive and helpful ISP I have ever dealt with, and I have no reason whatsoever to believe that they will do anything less than solve issues for their customers if they are able to, unconstrained by systems outside of their control.

You are of course entitled to your opinion, but I can't help but feel that it's a waste of resources having to mollycoddle people like yourself through countless explanations of why your particular issue is intractable, which is a courtesy in itself, when the ISP could be concentrating on dealing with problems they have some degree of control over...
 
Looney said:
I'll have you know that it actually wasn't a choice. I was simply informed that they will move my line back to Telkom and when I said leave it, it's fine, CrystalWeb insisted to move my line back to Telkom. Whatever.
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LOL, I've heard this before.
 
faniedry said:
An ISP has at least got a little bit more pull than a lone ranger like you and me sitting for hours on end just to speak to a call centre agent who has been trained to ask "have you tried turning it off and on again?".
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That hasn't been my experience tbh.

I have 2 lines managed by Cybersmart. When I have issues I log a fault online or tweet them at @telkomsa. I have the CEO's email address for when tweets and online faults go unresolved.

About 5 years ago when we got the first line the best attainable speeds were around dial up. Was told because the line runs on copper and the exchange is too far away. Asked Cybersmart to push for some sort of resolution but they said none where available (even asked Laurie to canvass on our behalf).

Cut a long story short after I harassed various parties at Telkom for about a 3-4 week period, they found an inactive (faulty) port on the mini dlsam that ran on fibre. They recreated the faulty port, transferred our line over and in the space of an hour we went from an attainable rate of around 450kbps to 28000kbps...

Personally, I've found cutting out the middle man, the ISP in this instance, is the more effective route.

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