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

[Crystal Web Support]

Hold your horse there white knight. When you are talking about capped account you surely get your money's worth.

I believe there could have been an issue on our side with incorrect data being picked up on the system, I am just waiting on thewusman to send me his email address so I can confirm this from our side.

 

[Deleted member 83147]

So the dude was on a capped account?

What the issue about his usage? There is a limit to what he can use. He's paid in advance and has every right to use all of his cap.

When he chooses to use it should not be dictated by the ISP.

As a capped customer this may affect me in the future so I would like to know what the issue is.

I have recently downgraded my capped package as I barely used 40% of it. Now my usage for the month should hit around 70-80% of my total anytime cap. Will this be an issue?

 

[Crystal Web Support]

So the dude was on a capped account?

What the issue about his usage? There is a limit to what he can use. He's paid in advance and has every right to use all of his cap.

When he chooses to use it should not be dictated by the ISP.

As a capped customer this may affect me in the future so I would like to know what the issue is.

I have recently downgraded my capped package as I barely used 40% of it. Now my usage for the month should hit around 70-80% of my total anytime cap. Will this be an issue?

Seems there could have been an issue on our side with incorrect data being picked up on the system, I am just waiting on thewusman to send me his email address so I can confirm this from our side.

 

[thewusman]

I believe there could have been an issue on our side with incorrect data being picked up on the system, I am just waiting on thewusman to send me his email address so I can confirm this from our side.

pm sent.

 

[Crystal Web Support]

pm sent.

I can confirm the error was made on our part - Another reason why we don't like to use MyBroadband for First level support. It has been a long day for us locked in the Basement, We'll be back bright and early at 7am in the morning.

 

[CataclysmZA]

What was the issue with the data?

 

[thewusman]

I can confirm the error was made on our part - Another reason why we don't like to use MyBroadband for First level support. It has been a long day for us locked in the Basement, We'll be back bright and early at 7am in the morning.

Ok.

Hope us Cape guys feel the love again once the IPC upgrades are in place.

All good, no hard feelings on my side.

 

[acidman1]

So only after thewusman says he is on capped account and actually states facts, suddenly there was an error made. This after Paul so stalwartly defends his rep. An apology to thewusman would be in order. I am also on a capped account. Should I now too be concerned that my usage of a prepaid account will be held over my head. Stephen jumped the gun and ended up with egg on his face. All the grandiloquence for naught.

 

[Crystal Web Support]

So only after thewusman says he is on capped account and actually states facts, suddenly there was an error made. This after Paul so stalwartly defends his rep. An apology to thewusman would be in order. I am also on a capped account. Should I now too be concerned that my usage of a prepaid account will be held over my head. Stephen jumped the gun and ended up with egg on his face. All the grandiloquence for naught.

Once I realized that we could of made a mistake, I asked the client for his details so I could cross check on our systems, Which I did and there was indeed an error made. An apology was made and accepted.

 

[Pho3nix]

/popcorn

 

[RogerWilcoZA]

I'm on a capped home 120gb account, but my connection is listed on the portal as "ADSL shaped"



should be an unshaped service by default?

 

[Seeyou]

Is today the magical day some pixie dust is applied to my account and I can finally get 20mbps?

I get that you have a backlog, that there were problems with provisioning, etc, but surely as a business customer my account should be SOMEWHERE on a queue that has already been dealt with?

 

[Orihalcon]

I'm on a capped home 120gb account, but my connection is listed on the portal as "ADSL shaped"

View attachment 221526

should be an unshaped service by default?

No.

Been covered too many times to even count already in this thread.

 

[Seeyou]

Almost three hours later.. tumbleweeds..

 

[lestoran]

So June 2 today:

Still no working account and still not response to my communications.

Thinking of cancelling and requesting my money back but I imagine it will take forever to be processed too.

 

[Lydon]

We've just moved over to CrystalWeb from AfriHost and the experience is like night and day. AfriHost's network is terrible in comparison. It was nice being able to play a game of Heroes of the Storm last night without lag making it unplayable

Something CrystalWeb does need to work on a little is their support, though. I sent an email to them around 1/2 weeks ago, which they haven't replied to yet. Last week we got in contact with them via live chat, but all of a sudden the agent stopped answering in the middle of the discussion. After 10 minutes or so, someone else joined the chat and said that the previous agent's shift ended and she had left lol. Then a couple of minutes later that agent went quiet too and we ended up leaving. There's also the issue of my partner's name being captured incorrectly in his username...so it's small things like that I hope they work on and get right. I'm a bit confused because I've heard really good things about the company's support.

Overall, we're much happier with CrystalWeb though Kudos.

 

[Pho3nix]

So honest question.

I am under the impression Premium Uncapped > Home Capped > Home Uncapped.

^This the correct assumption?

Asking because all my ports are being throttled by the looks of things and I am on the bolded one.

 

[CataclysmZA]

I'm on a capped home 120gb account, but my connection is listed on the portal as "ADSL shaped"

View attachment 221526

should be an unshaped service by default?

"Crystal Web Capped data is uncompromising home data for all internet services"

It is what it is, a reflection of the realities of providing internet in the current market. At least it isn't advertised as an unshaped service. *cough* Afrihost! *cough*

Paul, a question.

"Premium Business Capped is the highest priority on the network, and is unshaped on all protocols. No services are affected by shaping or contention, and business capped customers obtain priority access to the network over all other customers up to the cap you select."

The wording reads to me that if you're a Premium Business Capped user with, say, a 50GB cap on a 10Mb line, that another customer with the same capped account with a 100GB account on a 4Mb line takes priority over yours, even though the only thing the other customer has over you is paying for more data? Would a Premium Business Capped customer on a 40Mb line with a 500GB cap be weighted the same on your network as another user with the uncapped version of the account on a 40Mb line that only consumes slightly less than 500GB in a month?

 

[Paul Hjul]

So honest question.

I am under the impression Premium Uncapped > Home Capped > Home Uncapped.

^This the correct assumption?

Asking because all my ports are being throttled by the looks of things and I am on the bolded one.

In essence yes - in terms of traffic priority etc ...
Also though the accounts work through different pipes currently and the home capped's in particular could be having another problem that I need to attend to a little differently. Could you drop me (rather than support) an email with diagnostic data on the account

there is no throttling (reduction of the peak allowed throughput on an account)

 

[Wraithlord]

So my first night's experience being on the CW network (4mb home premium uncapped) wasn't overly impressive. Netflix streaming seemed to struggle to even hit 480p during 7-9pm, which is worse than what i'm used to from WA (same IS backbone). I assume this is related to IPC capacity in the Cape region?

Also, my welcome email contained the CW news server details. However they didn't contain the details to take advantage of the 'premium' news server access. I assume these are essentially the same as those I received via email, just with some minor adjustments (news.crystalweb.co.za, SSL over port 443, max 15 connections)?