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

Are you satisfied with your Crystal Web account?

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http://speedtest.ookla.com/result/2765639005.png

Looking alot better than before :D

I know CW is having problems but I for one am happy that Shaun and Paul have been more than forthright with us.
Compare this thread with the Afrihost thread, Afrihost kept stringing their customers along knowing full well they had capacity issues.
CW is exemplary by comparison - we all knew what was going on, no smoke and mirrors act followed by fruitless calls to their helpdesk when they knew it was a capacity issue.

If you feel hard done by then I feel for you but this level of transparency when it comes to ISP's and their issues is unheard of.

I came from from Ti where for 4 months we were stringed along until it was eventually revealed that the KZN IPC capacity was exhausted. Compare this to CW, 2 weeks of crap internet with CW and CW has acquired additional capacity, at a great expense to themselves, to relieve their customers of their slow internet.

I applaud you Shaun and Paul and I hope nothing changes - keep doing what you doing and I will stand by CW as a customer.
Anyone still complaining should look at the other ISP threads and see if they are getting the same direct and honest answers. I guarantee their not...
 
Gboss said:
http://speedtest.ookla.com/result/2765639005.png

Looking alot better than before :D

I know CW is having problems but I for one am happy that Shaun and Paul have been more than forthright with us.
Compare this thread with the Afrihost thread, Afrihost kept stringing their customers along knowing full well they had capacity issues.
CW is exemplary by comparison - we all knew what was going on, no smoke and mirrors act followed by fruitless calls to their helpdesk when they knew it was a capacity issue.

If you feel hard done by then I feel for you but this level of transparency when it comes to ISP's and their issues is unheard of.

I came from from Ti where for 4 months we were stringed along until it was eventually revealed that the KZN IPC capacity was exhausted. Compare this to CW, 2 weeks of crap internet with CW and CW has acquired additional capacity, at a great expense to themselves, to relieve their customers of their slow internet.

I applaud you Shaun and Paul and I hope nothing changes - keep doing what you doing and I will stand by CW as a customer.
Anyone still complaining should look at the other ISP threads and see if they are getting the same direct and honest answers. I guarantee their not...
Click to expand...

Well said.
 
Gboss said:
http://speedtest.ookla.com/result/2765639005.png

Looking alot better than before :D

I know CW is having problems but I for one am happy that Shaun and Paul have been more than forthright with us.
Compare this thread with the Afrihost thread, Afrihost kept stringing their customers along knowing full well they had capacity issues.
CW is exemplary by comparison - we all knew what was going on, no smoke and mirrors act followed by fruitless calls to their helpdesk when they knew it was a capacity issue.

If you feel hard done by then I feel for you but this level of transparency when it comes to ISP's and their issues is unheard of.

I came from from Ti where for 4 months we were stringed along until it was eventually revealed that the KZN IPC capacity was exhausted. Compare this to CW, 2 weeks of crap internet with CW and CW has acquired additional capacity, at a great expense to themselves, to relieve their customers of their slow internet.

I applaud you Shaun and Paul and I hope nothing changes - keep doing what you doing and I will stand by CW as a customer.
Anyone still complaining should look at the other ISP threads and see if they are getting the same direct and honest answers. I guarantee their not...
Click to expand...

+1 to all of this.

I can't believe the petty arguments of the past few pages considering the major ISP alternatives are not performing any better (simply read the Afrihost, Openweb, MWeb, etc feedback threads), but at least CW has the decency to keep us in the loop as much as is possible.

I too am not entirely satisfied with my CW service (actual internet service, not customer service) for the month I've been with them, BUT I'm satisfied to let a new ISP take a swing at meeting my requirements considering the effort seemingly being made over at CW.

What is the alternative? Go back to one of several ISP's I've used over the years? Maybe I should go back to OW who had a sh*t-fit over accusations of account sharing, beat a hasty retreat out of the forum permanently and seemingly cannot be arsed about customer service anymore while their uncapped products perform the same (even if you pay for a Gold Super Uncapped Limited Leon Edition)? No thanks. I'm betting on this new horse and if it doesn't work out I'll move on.
 
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bgotapen said:
You have been the longest my main account has been down ever. Longer than afrihost, mweb(Seacom outage) , openweb or any other isp ever.

I don't see your improvements at all while gaming. Infact it has been so bad that yesterday steam would dc every 5 mins.

Today latency has been constant 100ms or more.

There has been no compromise on crystal webs part at all to resolve this situation exept wait.

I would like those "foolish" updates so I can decide when and where I am going to cancell as I had exeption made to my account to cancell before 12 on the end of the month. as I have lost faith that this will be resolved within this month. Even if it isn't CW fault I should not be the one to pay for an issue on your network. Ever.




I do wonder if this was truly out of your control. I mean we blame afrihost for the congestion on their network by signing up more customers than they have capacity for.

The same that has happened to you. Surely with all the new signups there was no way you could tell that people would not be affected congestion?

The saddest part is that a friend is playing tonight with 9 ping however I still have 100ms ping on your network. Confirmed to be the 5th hop that is spiking while his shows normal 10ms ping.

What a sickening thought...
Click to expand...

Want some cheese with your whine?
 
bgotapen said:
I do wonder if this was truly out of your control. I mean we blame afrihost for the congestion on their network by signing up more customers than they have capacity for.

The same that has happened to you.
Click to expand...

That is not what happened here. I suggest you please read the mails we sent, the communication between you and our support, the communication between you and our CEO, and the communication between Crystal Web and forum members in this thread.

Surely with all the new signups there was no way you could tell that people would not be affected congestion?
Click to expand...

We actively discouraged new sign ups after the issues where we had control over it. We went as far as to reach out to those who signed up and suggested they move their activation dates to 1 December where we could.

Confirmed to be the 5th hop that is spiking while his shows normal 10ms ping.
Click to expand...

Mweb hosts numerous gaming servers in SA. The 5th hop on an Mweb peered trace is more often than not an Mweb server, and has already moved off our network. This would be easier of you popped a PM to me with a pathping or sent it to our support desk and we could actually see the data.

What a sickening thought...
Click to expand...

Indeed.
 
Crystal Web said:
SNIP
Click to expand...

Look i read the email and the replies on this thread. I agree what you have told us have been extremely detailed. However my entire point on coming to this thread isn't to have support.

These issues were meant to be resolved and they did not. I would like a simple "telkom informed us of xxx will be completed at xxx date"

because this part of the email seems to not going to happen "Next month these issues will not exist."



And btw friend has CW 2mb account. Generally it runs on 2mb on his line and his pings are fine.

My account is 2mb runs at 3.5mb on my 4meg line and has 100+ pings

currently this is the status of the account

|------------------------------------------------------------------------------------------|
| WinMTR statistics |
| Host - % | Sent | Recv | Best | Avrg | Wrst | Last |
|------------------------------------------------|------|------|------|------|------|------|
| 192.168.1.1 - 0 | 37 | 37 | 0 | 0 | 3 | 0 |
| 105.233.27.1 - 0 | 37 | 37 | 11 | 19 | 28 | 16 |
| 196.6.121.198 - 0 | 37 | 37 | 23 | 31 | 40 | 27 |
| jb1-vlan612.jhbcore.net - 0 | 37 | 37 | 18 | 28 | 43 | 30 |
| 196.6.121.238 - 0 | 37 | 37 | 59 | 64 | 73 | 64 |
| 96.163.ct-dc.ctcore.net - 0 | 37 | 37 | 53 | 57 | 65 | 59 |
| africainx.cinx.net.za - 0 | 37 | 37 | 42 | 45 | 74 | 46 |
|CORE.GP-CN-HET-MEE-1.TO.GP-HV-ICT-MEE-1.DFA.P2P.10G.za - 0 | 37 | 37 | 44 | 55 | 86 | 52 |
|41-66-132-246-f6.HET001-CPE-1-to-GP-CN-HET-MEE-1.africainx.net - 0 | 37 | 37 | 44 | 52 | 89 | 45 |
| core-access-switch1.jnb1.host-h.net - 0 | 37 | 37 | 45 | 51 | 67 | 58 |
| www417.jnb1.host-h.net - 0 | 37 | 37 | 49 | 57 | 69 | 57 |
|________________________________________________|______|______|______|______|______|______|
WinMTR v0.92 GPL V2 by Appnor MSP - Fully Managed Hosting & Cloud Provider

had just over 25% packet loss at 5 pm :)
 
bgotapen said:
Look i read the email and the replies on this thread. I agree what you have told us have been extremely detailed. However my entire point on coming to this thread isn't to have support.

These issues were meant to be resolved and they did not. I would like a simple "telkom informed us of xxx will be completed at xxx date"

because this part of the email seems to not going to happen "Next month these issues will not exist."



And btw friend has CW 2mb account. Generally it runs on 2mb on his line and his pings are fine.

My account is 2mb runs at 3.5mb on my 4meg line and has 100+ pings

currently this is the status of the account

|------------------------------------------------------------------------------------------|
| WinMTR statistics |
| Host - % | Sent | Recv | Best | Avrg | Wrst | Last |
|------------------------------------------------|------|------|------|------|------|------|
| 192.168.1.1 - 0 | 37 | 37 | 0 | 0 | 3 | 0 |
| 105.233.27.1 - 0 | 37 | 37 | 11 | 19 | 28 | 16 |
| 196.6.121.198 - 0 | 37 | 37 | 23 | 31 | 40 | 27 |
| jb1-vlan612.jhbcore.net - 0 | 37 | 37 | 18 | 28 | 43 | 30 |
| 196.6.121.238 - 0 | 37 | 37 | 59 | 64 | 73 | 64 |
| 96.163.ct-dc.ctcore.net - 0 | 37 | 37 | 53 | 57 | 65 | 59 |
| africainx.cinx.net.za - 0 | 37 | 37 | 42 | 45 | 74 | 46 |
|CORE.GP-CN-HET-MEE-1.TO.GP-HV-ICT-MEE-1.DFA.P2P.10G.za - 0 | 37 | 37 | 44 | 55 | 86 | 52 |
|41-66-132-246-f6.HET001-CPE-1-to-GP-CN-HET-MEE-1.africainx.net - 0 | 37 | 37 | 44 | 52 | 89 | 45 |
| core-access-switch1.jnb1.host-h.net - 0 | 37 | 37 | 45 | 51 | 67 | 58 |
| www417.jnb1.host-h.net - 0 | 37 | 37 | 49 | 57 | 69 | 57 |
|________________________________________________|______|______|______|______|______|______|
WinMTR v0.92 GPL V2 by Appnor MSP - Fully Managed Hosting & Cloud Provider

had just over 25% packet loss at 5 pm :)
Click to expand...

MTR looks pretty OK. Is your friend in CPT or JHB, because you will both have different pings if you are located in different parts of the country.

BTW, Crystal Web accounts auto-upgrade against your line speed and the billing is adjusted accordingly as well. If you have 4Mbps sync it is advised to downgrade to 2Mbps if you wish to avoid being billed for 4Mbps. This is section E.10 of the customer relationship agreement. This is a technical implementation to allow for concurrency of accounts at full line speed across the account, and is introduced on the core provisioning side.
 
Crystal Web said:
MTR looks pretty OK. Is your friend in CPT or JHB, because you will both have different pings if you are located in different parts of the country.

BTW, Crystal Web accounts auto-upgrade against your line speed and the billing is adjusted accordingly as well. If you have 4Mbps sync it is advised to downgrade to 2Mbps if you wish to avoid being billed for 4Mbps. This is section E.10 of the customer relationship agreement. This is a technical implementation to allow for concurrency of accounts at full line speed across the account, and is introduced on the core provisioning side.
Click to expand...

It does look pretty ok if telkom pings were not 19ms stable. COnstant skipping between 30-100ms makes games skip and lag beyond the reals of playability. I am certain I do not have to tell you this?

He is in jhb.

I signed up for 2mbps... thus i will be billed for 2mbps?
 
Necuno said:
Well said.
Click to expand...

Thanks Necuno, I think it needed to be said.
CW problems all by comparison to what I have been thru with other ISP's.

Jumping ship at the first hint of problems is a knee jerk reaction.

Guaranteed no other ISP will treat their customers like CW.
We're privileged to have such an open relationship with the CW directors. Its unheard of in SA.
Fuk we should be grateful to be so lucky!

No brown nosing involved here just straight talk. I for one am paying a lot more than I paid my previous ISP and I'd gladly pay more.

EDIT: this don't mean u can increase my bill Shaun :p
 
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bgotapen said:
It does look pretty ok if telkom pings were not 19ms stable. COnstant skipping between 30-100ms makes games skip and lag beyond the reals of playability. I am certain I do not have to tell you this?

He is in jhb.

I signed up for 2mbps... thus i will be billed for 2mbps?
Click to expand...

I don't see any constant "skippings" in the mtr tests. Are you also based in JHB?

As for billing, you will be billed as per the terms and conditions. I have referenced the associated section for you.
 
Crystal Web said:
I don't see any constant "skippings" in the mtr tests. Are you also based in JHB?

As for billing, you will be billed as per the terms and conditions. I have referenced the associated section for you.
Click to expand...

So you are telling me that If i have a 4meg line. I will be billed for a 4meg uncapped account?

So if I say only need 2meg uncapped but 4meg capped for certain applications I am **** out of luck?

I am in limpopo province and the I can assure you the pings are see sawing like the waves of the sea or i would not be complaining here.
 
bgotapen said:
So you are telling me that If i have a 4meg line. I will be billed for a 4meg uncapped account?

So if I say only need 2meg uncapped but 4meg capped for certain applications I am **** out of luck?
Click to expand...

That is correct. Your account will sync to your line speed, which is why the terms of use require you to sign up for the correct account speed for your line speed, for the technical reasons previously mentioned.

bgotapen said:
I am in limpopo province and the I can assure you the pings are see sawing like the waves of the sea or i would not be complaining here.
Click to expand...

Your friend in JHB will always have different latencies to you - that's a geographical problem more than anything else, as data traverses longer pipes to get to the same servers. If you leave MTR running then you can send it to us and we can see where and why the latency changes.
 
Crystal Web said:
That is correct. Your account will sync to your line speed, which is why the terms of use require you to sign up for the correct account speed for your line speed, for the technical reasons previously mentioned.
Click to expand...


so why do the other isp's not have this issue in lay mans terms? :confused:



Crystal Web said:
Your friend in JHB will always have different latencies to you - that's a geographical problem more than anything else, as data traverses longer pipes to get to the same servers. If you leave MTR running then you can send it to us and we can see where and why the latency changes.
Click to expand...

Strangely no i play with the guy every night he has 10-15ms i have 15-20ms. This is not a question of where I am this is the plain simple facts.
 
bgotapen said:
so why do the other isp's not have this issue in lay mans terms? :confused:
Click to expand...

It's not an issue. It's a feature, tied into future products we are releasing, and built into the core network and how it operates. I also cannot answer on behalf of other ISPs relating to their infrastructure.

bgotapen said:
Strangely no i play with the guy every night he has 10-15ms i have 15-20ms. This is not a question of where I am this is the plain simple facts.
Click to expand...

Please contact our support then and have them investigate for you.
 
Crystal Web said:
It's not an issue. It's a feature, tied into future products we are releasing, and built into the core network and how it operates. I also cannot answer on behalf of other ISPs relating to their infrastructure.
Click to expand...

Yeah I have a feeling that I am probably going to cancell come the end of the month. There is no way I am going to downgrade to 2mb probably. I will most likely Grab an uncapped account/telkom uncapped...


Crystal Web said:
Please contact our support then and have them investigate for you.
Click to expand...

Round and round we go... I have they said it is a network fault and that It is replated to the issues you are experiencing on the network.
 
bgotapen said:
Yeah I have a feeling that I am probably going to cancell come the end of the month. There is no way I am going to downgrade to 2mb probably. I will most likely Grab an uncapped account/telkom uncapped...
Click to expand...

If you're only expecting your account to function as 2Mbps, then I'm not really seeing the issue here.

bgotapen said:
Round and round we go... I have they said it is a network fault and that It is replated to the issues you are experiencing on the network.
Click to expand...

The fact that you have an issue now means we need to see why. It may not be related; it may be. Not sure. I don't even know your customer ID or name. All I have so far is one MTR test on the forum which shows no issues. Please do contact support and let them assist you.
 
Morning guys.
@CW
If I look at my RRD graphs, things ran pretty well through the night.

Currently streaming cricket via SS and the quality is good. Every now and then the screen freezes a bit, but bandwidth throughput seems to be high, so it might be a broadcast issue?

I've clicked on dyn DNS in the portal, just to look at the option. The tab has now disappeared. I haven't used the option before and haven't set up anything for dyn dns. What are the implications with me having activated the dyn dns option?

In my ADSL stats there are port errors every 2nd day or so. Does this indicate a problem or is it normal?

4Mbps line, Eastern Cape
 
+1

RoMark said:
Morning guys.

I've clicked on dyn DNS in the portal, just to look at the option. The tab has now disappeared. I haven't used the option before and haven't set up anything for dyn dns. What are the implications with me having activated the dyn dns option?
Click to expand...
 
RoMark said:
Morning guys.
@CW
If I look at my RRD graphs, things ran pretty well through the night.

Currently streaming cricket via SS and the quality is good. Every now and then the screen freezes a bit, but bandwidth throughput seems to be high, so it might be a broadcast issue?

I've clicked on dyn DNS in the portal, just to look at the option. The tab has now disappeared. I haven't used the option before and haven't set up anything for dyn dns. What are the implications with me having activated the dyn dns option?

In my ADSL stats there are port errors every 2nd day or so. Does this indicate a problem or is it normal?

4Mbps line, Eastern Cape
Click to expand...

Supersport's new streaming does involve the occasional very minor freezing-effect of the frame as it adjusts quality to your line speed. What I've noticed is that 4Mbps is right between the cusp of where they want to deliver HD content and it tries a few times then settles on a quality, then retries again later. This is because they deliver their content in bursts rather than a single flowing stream of data. Hopefully they resolve this minor irritation at some point but the screen-freezes are as a result of the way their system tries to auto-scale. I must say, the quality of their streams is now mightily impressive.

DynDNS will allow you remote access to your connection wherever you are without a static IP. It is also very useful for services like Unotelly, as you can simply add your DynDNS hostname to Unotelly settings and you will never have to update your IP again. There are security implications if you set access up on the router/modem, and have an insecure router/modem. Note that we do not support this function in terms of consulting on how best to secure the router, and how best to configure the DynDNS on all devices or other services. It is a beta product and is up to each customer to set it up on their end according to their own requirements and security settings.
 
Crystal Web said:
Supersport's new streaming does involve the occasional very minor freezing-effect of the frame as it adjusts quality to your line speed. What I've noticed is that 4Mbps is right between the cusp of where they want to deliver HD content and it tries a few times then settles on a quality, then retries again later. This is because they deliver their content in bursts rather than a single flowing stream of data. Hopefully they resolve this minor irritation at some point but the screen-freezes are as a result of the way their system tries to auto-scale. I must say, the quality of their streams is now mightily impressive.

DynDNS will allow you remote access to your connection wherever you are without a static IP. It is also very useful for services like Unotelly, as you can simply add your DynDNS hostname to Unotelly settings and you will never have to update your IP again. There are security implications if you set access up on the router/modem, and have an insecure router/modem. Note that we do not support this function in terms of consulting on how best to secure the router, and how best to configure the DynDNS on all devices or other services. It is a beta product and is up to each customer to set it up on their end according to their own requirements and security settings.
Click to expand...
Thank you.

There are no "You click, you pay R175.00/pm for the rest of your life" or you can only cancel on the 15th" because I clicked on the den DNS link?

If so, I'm just going have make a R61k banner and take your arses to court.
:D
 
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