Square can you please contact UK ISP BT/EE

just replying to you Aeth.

What about us EE customers?

Please help us too! Were also a large amount :/ exact SAME problem.

EE claim it is a peer to peer problem and that FFXIV uses peer to peer software therefore its being blocked.

Please, for the love of all the aither, fix it.

Quote:

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Some online games do use Peer-to-Peer software and, as such, this will
come under the rules of your Traffic Management Policy.

In order to find out if Final Fantasy XIV: A Realm Reborn operates on
Peer-to-Peer software you'll need to contact the game's administrators.
If is does, then we won't be able to offer any further assistance.

If the game doesn't use Peer-to Peer software, then it's possible that
our administrator's are managing this site in error. If this is the case
we can escalate this matter further for you.

If you've any further queries then please don't hesitate to get in
contact with us again.

Best Regards
Customer Support
Customer support - 0844 873 8586*.
Lines are open 7am-11pm, 7 days a week.

* Calls from our home phone lines are free. Calls from a BT landline
cost 5.1p a minute. Calls from mobiles and other networks may vary.
Calls may be monitored and recorded for training purposes.

Everything Everywhere Limited

Hatfield Business Park, Hatfield, Hertfordshire, AL10 9BW.
Company number 02382161

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I just logged out from the game as tonight it was completely unplayable to me, just took about 3 minutes for the innkeeper npc to respond to my right click so I could use the room to logout, and I was trying to do quests earlier and it was take 30-60 seconds for a spell I was casting to hit the target....

I am an EE fibre broadband customer 59mb/s down and 16mb/s up so its not my bandwidth. Funnily enough it was ok last night and Monday as I was logged in for over 12 hours and never had a problem. I did get some lag on Saturday but not to this extent...

I just gave up for tonight, I cant play like this, I will try again tomorrow and maybe try running my vpn to see if that cures it, it just sucks as I want to do is play..

*Bump*
On Orange/EE and same as all the others.. Please resolve so we can enjoy your work, rather than trying/failing miserably :mad:

Quote:

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Originally Posted by Kaim-Argonar

"We've been told only BT Wholesale can fix this... but that BT Wholesale only talk to other carriers! We'll keep trying."

What is BT wholesale?

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BT Wholesale is the part of BT which runs the network infrastructure and sells access to ISPs.

BT Retail the part of BT that provides service to BT's own customers is in turn a customer of BT Wholesale just like all other ISPs who use BT's network: it's like this due to BT Wholesale having a monopoly of the copper wire network in the UK and so to prevent BT's own ISP service having an unfair advantage.

Sigh :P

Nap, get up before 12 at night (after throttle done) to play, remember that the servers are gonna be full and theres no way in for the rest of the morning.

Give up and go back to bed.

Its disheartening to log on at 6pm knowing youve got an hours playtime before quitting in frustration at about 7.30 after clicking on an npc with a 5 min response time. Still i suppose it means other people get a chance at playing while a hefty percentage of UK players are faced with this problem lol. Ive mooched about for 5 hours now, didnt want to really do anything but play ARR. Ah well bed time now and hopefully an answer tomorrow. Gnight all.

Hi. Interestingly this evening I was able to play FFXIV:ARR on my PS3 without the mega lag / throttling. This was from about 21:30 to 00:30.

Orange (EE) broadband is my ISP, and the lag caused by P2P throttling has been a major issue for me ever since phase 4 of Beta, making the game unplayable during peak hours, but somehow tonight it seems the PS3 was immune to the issue using the same network. I actually don't recall if I had the issue on PS3 previously, as I mainly have been playing on the PC.

This makes no sense to me, but I hope the info is useful to someone.

Today I was able to play ok until around 9.30pm and then it starting getting unplayable again. I had a 26 sec delay at one point and then later it was over a minute delay. Unplayable.

Again the only solution was to use the (free) spotflux VPN app. If you can't play during the evenings you might want to try it, because it really does work. You just leave it running in the background. But you just have to remember to disable it after you finish playing because it will slow your internet connection right down. It does make the game a bit laggy but at least the delay goes away and you can play the game fine!

BUMP.... So this post is always at the top as Square needs to see it.....

Hopefully tonight I won't get the same problems as last night, I will probably be logging in from about 7:30pm... So hopefully I will get some play, if I start to lag out I will just use my VPN to see if that improves things, its just odd how I was able to play for over 12 hours on Monday (8am - 9:30pm) without any problems whatsoever and then Tuesday night from about 9:15pm - 11pm without any problems, then suddenly last night 9pm - 9:40pm (after giving up playing)...... LAG CITY

Been unplayable from 7pm to 11pm BST each night! This on top of my issue with 2 service accounts is starting to put me off the game!

As well as this EE seem to have decided its acceptable to regularly cap my connection at 0.5mb during peak times. Pathetic isp

Hi all,

Please rest assured that we're also looking into other ISPs.
So far we've heard about BT and EE/Orange in the UK and Orange in France.

If someone is experiencing similar problems and is using another ISP, it would be much appreciated if we could get the following information:
- ISP name & country

Many thanks,
- Aethingie

Thanks for keeping on top of this Aethingie, it must be frustrating for you dealing with these ISPs who have a "policy" and will apply it 'come hell or high water' till you beat them into submission. :eek:

If you've not had anyone complain about it then fine, but be aware in case some does raise it, Virgin Media in the UK have a P2P throttling system as well, though their's is triggered by user download volumes over time so not all of their customers will be affected.

EE/Orange just resell BT products so if you fix BT then you fix EE/Orange as well.
I'll contact my business account manager at BT Wholesale and see if he can escalate this.

Quote:

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Originally Posted by Aethingie

Hi all,

Please rest assured that we're also looking into other ISPs.
So far we've heard about BT and EE/Orange in the UK and Orange in France.

If someone is experiencing similar problems and is using another ISP, it would be much appreciated if we could get the following information:
- ISP name & country

Many thanks,
- Aethingie

---

Thanks for the update Aethingie! This is reassuring news :)

Thank you Aethingie, Glad you are keeping us informed and upto date. Also thanks to evryone who has bumped this post, added info etc. Looks like we are on our way to getting sorted.

Probably best to have a word with virgin and talktalk in the UK aswell just to cover the main 4 isp's

After speaking to EE on the phone for the millionth time this week, they tell me that I am not being capped in any way.
Yet P2P goes dead slow for me during peak hours. Hhmmm...

Quote:

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Originally Posted by Axiom

After speaking to EE on the phone for the millionth time this week, they tell me that I am not being capped in any way.
Yet P2P goes dead slow for me during peak hours. Hhmmm...

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They are trained to say that so that you do not cancel your contract in anger. If you read your contract you will see that Peer to Peer is managed. Most ISP's traffic-shape P2P now to save bandwidth to give to other paying customers, as they are corporate money greedy bastards. Worked for an ISP myself for many years so I know how they operate ;s

Just logged on after work, still no signs of improvement:(

At LAST.

Thank you so much square for acknowledging the ISP problem. We look forwards to getting this resolved :)

now if you can please look at Verizon it'll be really appreciated.
http://forum.square-enix.com/ffxiv/t...n-%28R0%29-lag

It looks like I've solved it!!!!!

I went in to an EE store and apparently I was on an old contract and I was able to regrade.
Every person I spoke to in store and on the phone (about 10 different people) told me I was not capped and no one had any idea what P2P was (you have to use the words 'traffic management'.
So, I finally found one lady in a different store (there are 3 EE stores in my town center) that told me exactly what I wanted to hear, "You are being capped! For some reason you are on our really old contract which does not manage P2P during peak hours." I was told this about a month ago but they said I had to wait an entire year to get this upgrade. Fucking liars.

Just like with BT, old contracts cap you and new ones do not. This is why some people with EE/BT are having this issue and why some are not. It's to do with having an old contract.
I got the first six months free and it only cost me a few pound more. I also got a brand new router with it! (:

Had this issue on BT Infinity Option 2 Pre February contract they sorted it for me on the phone no extra charges. But SE you need to get your network team to contact BT Wholesale and / or BT Openreach

Quote:

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Originally Posted by reaper1576

Had this issue on BT Infinity Option 2 Pre February contract they sorted it for me on the phone no extra charges. But SE you need to get your network team to contact BT Wholesale and / or BT Openreach

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Did you have to regrade your connection or did they do it without? If without who do I talk to?

Quote:

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Originally Posted by Kaim-Argonar

When did you sign up? and how long did it take for the disallowing of traffic to stop? Reason i ask is i signed up to unlimited infinity last Friday...... and nothings changed yet....

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I started my original contract mid-2012, so I was on the traffic management contract. They removed the traffic management in February of this year, so I had to renew my terms and conditions to be affected by the change.

Just to let you all know @BTCare are very active on twitter. I raised this issue with them via a tweet and they sent me to an online form. After completing the form I got an email and a call from the call centre in Exeter. They asked me to do a speed test when it's running well and another when its struggling. They gave me a phone number an pin to go direct back to the call centre in Exeter.

I haven't had the chance to play at peak yet (work... curses)

Just thought I'd post this in case you want to try it with them, it beats going through the usual palaver with the foreign call centre!

Hmmmmmm 7.01pm on the dot and bang went FFXIV for me.......

I'm with BT to. Same issue as everyone else. It becomes intolerable and unplayable of an evening :(

It's weird but I've had it the last 2 days, but not the day previous, or today, it's quite random.

I'm very glad it's getting looked into though, Thanks Square Enix.

Quote:

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Originally Posted by Vherus

I started my original contract mid-2012, so I was on the traffic management contract. They removed the traffic management in February of this year, so I had to renew my terms and conditions to be affected by the change.

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Where did you have to call to sort this Vherus? I'm like you, my Infinity 2 contract is from November last year.

Quote:

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Originally Posted by Lazerah

It's weird but I've had it the last 2 days, but not the day previous, or today, it's quite random.

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I notice it more after 7 in heavy populated areas. Such as Coerthas! The game literally becomes unplayable :(

Quote:

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Originally Posted by KraggyKor

Where did you have to call to sort this Vherus? I'm like you, my Infinity 2 contract is from November last year.

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Its silly though, as i said earlier. I chose BT's unlimited Infinity package and they installed it last Friday morning, and im still be throttled. Makes no sense.

Quote:

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Originally Posted by Aethingie

Hi all,

Please rest assured that we're also looking into other ISPs.
So far we've heard about BT and EE/Orange in the UK and Orange in France.

If someone is experiencing similar problems and is using another ISP, it would be much appreciated if we could get the following information:
- ISP name & country

Many thanks,
- Aethingie

---

Glad to hear it! Hopefully we will be able to play "normally" in the upcoming days.

Yup. 7.01 on the dot, bang goes FFXIV.

So i am curious, did anybody else from EE get a tech call from BT? I gave them no details because i was dubious as to why BT called me for EE.

Verizon fios
United States (northing viginia)

Quote:

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Originally Posted by Kaim-Argonar

Its silly though, as i said earlier. I chose BT's unlimited Infinity package and they installed it last Friday morning, and im still be throttled. Makes no sense.

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Well I'm on the phone ATM to 150 Sales and the guy tells me Infinity 2 isn't and has never been 'managed', I started out on I1 last November then upgraded to I2 late December.

Thing is, he went away to look into it and came back to tell me that I2 never was managed. He also said as of August 1st management was removed from I1 and most of the 'broadband' packages, so I held off re-contracting in case my recent problems were not really throttling.

However, this guy basically says what you're seeing isn't possible. :confused:

Yep can't play now that it's past 7 due to the lag :( Hope it is sorted soon.

I logged in about 20 mins ago (19:20 UK Time) and got the lag, logged out which was a marathon in itself, started up my VPN, connected to a uk exit point, got back into the game.... Lag went away... looks like I will be using that for the time being.... EE, Seriously pull your finger out and sort this out...

Scratch what I said before, started getting major lag, had to fire up a VPN.