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

Are you satisfied with your Crystal Web account?

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How do you peeps deal with this crowd?
I tried to sign up expecting Paypal or very least credit card. Nope, only an email promising to send an invoice.......nothing 3 days later (tonight) I get spam email asking to rate their service.......lol

If sign up is so bad and impossible how good is their support when things go pear shaped ?
 
Ivork said:
How do you peeps deal with this crowd?
I tried to sign up expecting Paypal or very least credit card. Nope, only an email promising to send an invoice.......nothing 3 days later (tonight) I get spam email asking to rate their service.......lol

If sign up is so bad and impossible how good is their support when things go pear shaped ?
Click to expand...

Contact live support on the website?
 
Ivork said:
How do you peeps deal with this crowd?
I tried to sign up expecting Paypal or very least credit card. Nope, only an email promising to send an invoice.......nothing 3 days later (tonight) I get spam email asking to rate their service.......lol

If sign up is so bad and impossible how good is their support when things go pear shaped ?
Click to expand...

Just PM the rep and they should sort it out. I had the same issue, but they assisted. I also gave them a few days, wanted to take the same angle you did and then just said **** it their service is good enough to excuse one or two hiccups.
 
Ivork said:
Aagh couldn't be bothered. They obviously not that interested in my business.
Their trial account was pretty good tho I must say.
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We do make mistakes on occasion, and we won't know what we're supposed to fix unless you let us know. Would appreciate it if you could PM me your email you used to register and I'll personally sort it out for you...
 
Ivork said:
How do you peeps deal with this crowd?
I tried to sign up expecting Paypal or very least credit card. Nope, only an email promising to send an invoice.......nothing 3 days later (tonight) I get spam email asking to rate their service.......lol

If sign up is so bad and impossible how good is their support when things go pear shaped ?
Click to expand...

They might have one or two issues with their back-end at the moment, but their support is really good. Just let them know something has gone wrong. The quality of your connection will more than make up for the initial irritation!
 
Ivork said:
Aagh couldn't be bothered. They obviously not that interested in my business.
Their trial account was pretty good tho I must say.
Click to expand...

Their systems run with occasional glitches? Oh my word! Who'd of thought such a thing happens in this day and age!

/sarcasm just in case people don't pick it up
 
oops, sorry CW, I left Origin downloading while I went to work yesterday....

Only 50 GB though :/
 
Sinbad said:
oops, sorry CW, I left Origin downloading while I went to work yesterday....
Only 50 GB though :/
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I think the crystal b/w projections already include silly mistakes from n00bs like you because I didn't notice any slowdown :D
 
Ivork said:
Aagh couldn't be bothered. They obviously not that interested in my business.
Their trial account was pretty good tho I must say.
Click to expand...

Hi,

I looked into this and I see our agent responded to your query as the activation was immediate.

But just to clarify. You signed up for immediate activation for a capped account, for which there is no pro-rata. The full allocation is applied and charged for as per the sign up form and Ts and Cs. One of our agents double checked this with you first before provisioning the account to be 100% sure that's what you wanted. You have stated that you wish for activation immediately but refuse to be charged the full rate. Your best bet is to schedule the activation for the 1st instead, as we won't offer this for free, nor change the provisioning systems. It's not done to trick anyone, which is why we explicitly state as such on the sign up form prior to submitting the subscription, and why we open up the date of activation field for you. It's instead due to an operational limitation on pro-rata capped that we're working through.
 
Typo after signing up.

Thank you for signing up for your Connection.
Your account will be provisioned by our systems and staff shortly, however some accounts are randmomly vetted in business hours by staff members -
Click to expand...
 
Sinbad said:
oops, sorry CW, I left Origin downloading while I went to work yesterday....

Only 50 GB though :/
Click to expand...

mister said:
I think the crystal b/w projections already include silly mistakes from n00bs like you because I didn't notice any slowdown :D
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Yup. But from where we stand, expect it to be shaped. If it's not, awesome, we have spare capacity to unshape you, but as a rule expect shaping during those times on download protocols on home accounts. We are re-evaluating our product range at the moment to offer even more value though to customers, and we believe we can do some awesome things on the "shaping" front now too, especially on the home account front.
 
Crystal Web said:
Yup. But from where we stand, expect it to be shaped. If it's not, awesome, we have spare capacity to unshape you, but as a rule expect shaping during those times on download protocols on home accounts. We are re-evaluating our product range at the moment to offer even more value though to customers, and we believe we can do some awesome things on the "shaping" front now too, especially on the home account front.
Click to expand...

Well, given line speed and 12 hours, it was averaging 60MB/min which is pretty much unshaped :D
 
Question on home capped account, is the shaping automatic on download protocols during business hours, or it it only so once you reach the "naughty" levels?
 
accomodating n00bs is part of our business rational both from thoughts on headroom in capacity and from the processes with which we open communication

making the Internet accessible to the broader public is an intrinsic good and adopting the practice of huge costs for being silly with usage (such as an out of bundle charge or small caps) is really deleterious to the Internet community; where possible an educational mission encouraging people to learn how manage their own connection in a manner that serves their needs is what service providers should embark on.

This is why we work so hard to make sure customers have products that suit their needs and why we try to encourage a market that recognizes the value of quality rather than a race to the bottom and high contentions etc ...

Of course this also sometimes means supporting n00bs who break their Mikrotic or CISCO settings (although this support is often of a moral rather than technical nature) or leave their a network connection open or inadvertently infringe intellectual property downloading a program to view and conclude that "it was crap anyway". We always ask that on discovery on an honest mistake to rectify it and we do open communication if we think something is a miss or is unusual but it will take something quite intentional before the "A" word is used.
 
Sinbad said:
Well, given line speed and 12 hours, it was averaging 60MB/min which is pretty much unshaped :D
Click to expand...

We do have some spare capacity during the day at the moment, and I don't mind you guys firing off the odd download there and using it. Just as long as it doesn't become the "expectation" over the long term, is all. We're slowly filling that bandwidth with numerous actual business accounts who get first dig at that bandwidth, so as we grow that daytime performance will be shaped on downloads.

But for now, enjoy it. It's there to be used and should be. I'm however very wary of advertising it much in formal advertising as we really don't believe in creating the false impression just to rope customers in, and then letting them down. It's always been about matching expectation with reality for us. At the moment, our big peaks come in during Netflix time and from midnight and then drops down around 2am back to unshaped status for everyone, typically.
 
Crystal Web said:
We do have some spare capacity during the day at the moment, and I don't mind you guys firing off the odd download there and using it. Just as long as it doesn't become the "expectation" over the long term, is all. We're slowly filling that bandwidth with numerous actual business accounts who get first dig at that bandwidth, so as we grow that daytime performance will be shaped on downloads.

But for now, enjoy it. It's there to be used and should be. I'm however very wary of advertising it much in formal advertising as we really don't believe in creating the false impression just to rope customers in, and then letting them down. It's always been about matching expectation with reality for us. At the moment, our big peaks come in during Netflix time and from midnight and then drops down around 2am back to unshaped status for everyone, typically.
Click to expand...

I'll be honest, I was very surprised (and a little built guilt stricken ;) )
 
@Crystalweb do you offer smaller capped data? was looking at topping up my trial 1GB whilst struggling with my current ISP 90 GB is a lot while still paying for my 100GB somewhere else. PM me some details pls
 
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