(SE's ISP) NTT Network is unstable and causing major rubberbanding/lag/disconnects

Windows client
Illinois, USA
Comcast Internet
Wired directly in modem
ports all forwarded
Cookies cleared
etc.

I cannot play with this poor performance. My reports are condensed in your Sticky that was moved to separate support as you requested.
http://forum.square-enix.com/ffxiv/t...NA-Data-Center

Can I advance this ticket to customer service for compensation for the lack of service?

I'm pretty serious at this point. I would really appreciate some sort of customer support here. I'm literally at my wits end.

I'm going to keep track of how many days and how much time this has hindered the service. Hopefully I can get compensated for my money for the amount of time this issue is wasting for me.

~~ List of Tracerts during effected time recorded since January 2018 ~~

For anyone who does not understand the tracert, the moment my connection reaches the NTT service (which is employed by Square Enix) my ping sky rockets and packet loss presents itself. The packet loss can be identified with a " * " sign when communication fails. This is my compiled list since the start of this year of just the moments I chose to record during critical play time via raiding or other semi difficult content. Please excuse the long list, but this has effected me for far to long.

01-11-2018 07:09 PM
https://i.imgur.com/pWephpd.png

01-12-2018 09:36 PM
https://i.imgur.com/MvPBDQU.png

01-15-2018 10:09 PM
https://i.imgur.com/cv5vTGT.png

01-18-2018 10:56 PM
https://i.imgur.com/q5QkG9s.jpg

01-23-2018 10:13 PM
https://i.imgur.com/6QTcGyG.png

01-31-2018 09:42 PM
https://i.imgur.com/ZM2cSPo.jpg

02-03-2018 11:59 PM
https://i.imgur.com/QsZc53n.jpg

03-01-2018 09:50 PM
https://i.imgur.com/d2j1XrS.png

03-11-2018 07:50 PM

Code:

Tracing route to 204.2.229.97 over a maximum of 30 hops 1 1 ms 1 ms 1 ms 10.0.0.1 2 10 ms 11 ms 16 ms 96.120.24.33 3 9 ms 8 ms 9 ms GE-1-46-ur01.mortongrove.il.chicago.comcast.net [68.86.117.209] 4 9 ms 9 ms 12 ms 162.151.37.113 5 11 ms 9 ms 12 ms be-124-ar01.elmhurst.il.chicago.comcast.net [69.139.235.53] 6 11 ms 14 ms 12 ms be-33491-cr01.chicago.il.ibone.comcast.net [68.86.92.33] 7 13 ms 13 ms 14 ms be-10506-cr02.350ecermak.il.ibone.comcast.net [68.86.86.229] 8 12 ms 12 ms 19 ms be-10577-pe03.350ecermak.il.ibone.comcast.net [68.86.86.2] 9 88 ms 93 ms 104 ms ae-26.a02.chcgil09.us.bb.gin.ntt.net [129.250.66.65] 10 178 ms 184 ms 182 ms ae-3.r07.chcgil09.us.bb.gin.ntt.net [129.250.5.111] 11 * 117 ms 136 ms ae-5.r21.chcgil09.us.bb.gin.ntt.net [129.250.4.213] 12 193 ms 168 ms 184 ms ae-5.r22.snjsca04.us.bb.gin.ntt.net [129.250.5.17] 13 180 ms 190 ms 189 ms ae-19.r01.snjsca04.us.bb.gin.ntt.net [129.250.3.27] 14 191 ms * 201 ms ae-4.r00.scrmca02.us.bb.gin.ntt.net [129.250.7.57] 15 192 ms * 184 ms xe-0-1-0-1-1.r00.scrmca02.us.ce.gin.ntt.net [129.250.195.46] 16 143 ms 138 ms * 204.2.229.234 17 194 ms 200 ms 188 ms 204.2.229.97 Trace complete.

04-25-2018 09:32 PM

Code:

Tracing route to 204.2.229.10 over a maximum of 30 hops 1 1 ms 1 ms 2 ms 10.0.0.1 2 11 ms 10 ms 9 ms 96.120.24.33 3 8 ms 10 ms 10 ms GE-1-46-ur01.mortongrove.il.chicago.comcast.net [68.86.117.209] 4 9 ms 9 ms 10 ms 162.151.37.113 5 11 ms 12 ms 13 ms be-124-ar01.elmhurst.il.chicago.comcast.net [69.139.235.53] 6 11 ms 12 ms 12 ms be-33491-cr01.chicago.il.ibone.comcast.net [68.86.92.33] 7 13 ms 12 ms 14 ms be-10506-cr02.350ecermak.il.ibone.comcast.net [68.86.86.229] 8 11 ms 11 ms 12 ms be-10577-pe03.350ecermak.il.ibone.comcast.net [68.86.86.2] 9 100 ms 90 ms 73 ms ae-26.a02.chcgil09.us.bb.gin.ntt.net [129.250.66.65] 10 80 ms 68 ms 80 ms ae-3.r07.chcgil09.us.bb.gin.ntt.net [129.250.5.111] 11 104 ms 57 ms 86 ms ae-5.r21.chcgil09.us.bb.gin.ntt.net [129.250.4.213] 12 * 163 ms 171 ms ae-5.r22.snjsca04.us.bb.gin.ntt.net [129.250.5.17] 13 174 ms 186 ms 167 ms ae-19.r01.snjsca04.us.bb.gin.ntt.net [129.250.3.27] 14 158 ms 159 ms 152 ms ae-4.r00.scrmca02.us.bb.gin.ntt.net [129.250.7.57] 15 181 ms 190 ms 177 ms xe-0-1-0-1-1.r00.scrmca02.us.ce.gin.ntt.net [129.250.195.46] 16 70 ms * * 204.2.229.234 17 109 ms 105 ms 99 ms 204.2.229.10 Trace complete.

05-08-2018 10:28 PM

Code:

Tracing route to 204.2.229.84 over a maximum of 30 hops 1 1 ms 1 ms 2 ms 10.0.0.1 2 11 ms 11 ms 9 ms 96.120.24.33 3 8 ms 9 ms 9 ms GE-1-46-ur01.mortongrove.il.chicago.comcast.net [68.86.117.209] 4 9 ms 9 ms 18 ms 162.151.37.113 5 12 ms 11 ms 11 ms be-124-ar01.elmhurst.il.chicago.comcast.net [69.139.235.53] 6 11 ms 12 ms 12 ms be-33491-cr01.chicago.il.ibone.comcast.net [68.86.92.33] 7 22 ms 12 ms 12 ms be-10506-cr02.350ecermak.il.ibone.comcast.net [68.86.86.229] 8 16 ms 12 ms 12 ms be-10577-pe03.350ecermak.il.ibone.comcast.net [68.86.86.2] 9 124 ms 131 ms 132 ms ae-26.a02.chcgil09.us.bb.gin.ntt.net [129.250.66.65] 10 * 193 ms 188 ms ae-4.r08.chcgil09.us.bb.gin.ntt.net [129.250.4.157] 11 135 ms 126 ms 140 ms ae-0.r21.chcgil09.us.bb.gin.ntt.net [129.250.2.205] 12 189 ms 189 ms 181 ms ae-5.r22.snjsca04.us.bb.gin.ntt.net [129.250.5.17] 13 193 ms 189 ms 194 ms ae-40.r02.snjsca04.us.bb.gin.ntt.net [129.250.3.121] 14 194 ms 185 ms 192 ms ae-3.r00.scrmca02.us.bb.gin.ntt.net [129.250.7.11] 15 187 ms 193 ms 191 ms xe-0-1-0-1-1.r00.scrmca02.us.ce.gin.ntt.net [129.250.195.46] 16 187 ms 191 ms * 204.2.229.234 17 194 ms * 187 ms 204.2.229.84

05-16-18 08:10pm

Code:

Tracing route to 204.2.229.97 over a maximum of 30 hops 1 1 ms 1 ms 1 ms 10.0.0.1 2 9 ms 10 ms 8 ms 96.120.24.33 3 8 ms 9 ms 9 ms te-0-7-0-0-sur04.elmhurst.il.chicago.comcast.net [68.86.117.209] 4 9 ms 10 ms 17 ms 162.151.37.113 5 11 ms 10 ms 10 ms be-124-ar01.elmhurst.il.chicago.comcast.net [69.139.235.53] 6 10 ms 15 ms 11 ms be-33491-cr01.chicago.il.ibone.comcast.net [68.86.92.33] 7 12 ms 12 ms 12 ms be-10506-cr02.350ecermak.il.ibone.comcast.net [68.86.86.229] 8 12 ms 12 ms 11 ms be-10577-pe03.350ecermak.il.ibone.comcast.net [68.86.86.2] 9 11 ms 14 ms 19 ms ae-26.a02.chcgil09.us.bb.gin.ntt.net [129.250.66.65] 10 189 ms 191 ms 181 ms ae-3.r07.chcgil09.us.bb.gin.ntt.net [129.250.5.111] 11 11 ms 11 ms 11 ms ae-5.r21.chcgil09.us.bb.gin.ntt.net [129.250.4.213] 12 179 ms * 193 ms ae-5.r22.snjsca04.us.bb.gin.ntt.net [129.250.5.17] 13 195 ms * 196 ms ae-40.r02.snjsca04.us.bb.gin.ntt.net [129.250.3.121] 14 188 ms * * ae-3.r00.scrmca02.us.bb.gin.ntt.net [129.250.7.11] 15 * 191 ms 193 ms xe-0-1-0-1-1.r00.scrmca02.us.ce.gin.ntt.net [129.250.195.46] 16 * * 193 ms 204.2.229.234 17 193 ms 191 ms 195 ms 204.2.229.97

05-17-2018 08:03 PM

Code:

Tracing route to 204.2.229.97 over a maximum of 30 hops 1 1 ms 1 ms 1 ms 10.0.0.1 2 11 ms 11 ms 9 ms 96.120.24.33 3 9 ms 9 ms 8 ms GE-1-46-ur01.mortongrove.il.chicago.comcast.net [68.86.117.209] 4 11 ms 9 ms 9 ms 162.151.37.113 5 12 ms 12 ms 19 ms be-124-ar01.elmhurst.il.chicago.comcast.net [69.139.235.53] 6 12 ms 16 ms 15 ms be-33491-cr01.chicago.il.ibone.comcast.net [68.86.92.33] 7 13 ms 12 ms 21 ms be-10506-cr02.350ecermak.il.ibone.comcast.net [68.86.86.229] 8 11 ms 12 ms 18 ms be-10577-pe03.350ecermak.il.ibone.comcast.net [68.86.86.2] 9 138 ms 115 ms 105 ms ae-26.a02.chcgil09.us.bb.gin.ntt.net [129.250.66.65] 10 * 177 ms 164 ms ae-3.r07.chcgil09.us.bb.gin.ntt.net [129.250.5.111] 11 113 ms 116 ms 113 ms ae-5.r21.chcgil09.us.bb.gin.ntt.net [129.250.4.213] 12 183 ms 181 ms 185 ms ae-5.r22.snjsca04.us.bb.gin.ntt.net [129.250.5.17] 13 188 ms 187 ms * ae-40.r02.snjsca04.us.bb.gin.ntt.net [129.250.3.121] 14 184 ms 193 ms 187 ms ae-3.r00.scrmca02.us.bb.gin.ntt.net [129.250.7.11] 15 194 ms 192 ms * xe-0-1-0-1-1.r00.scrmca02.us.ce.gin.ntt.net [129.250.195.46] 16 189 ms * * 204.2.229.234 17 177 ms 181 ms 166 ms 204.2.229.97

05-23-18 09:40pm

Code:

Tracing route to 204.2.229.97 over a maximum of 30 hops 1 1 ms 1 ms 1 ms 10.0.0.1 2 12 ms 13 ms 9 ms 96.120.24.33 3 9 ms 9 ms 9 ms te-0-7-0-0-sur04.elmhurst.il.chicago.comcast.net [68.86.117.209] 4 18 ms 9 ms 9 ms 162.151.37.113 5 11 ms 12 ms 11 ms be-124-ar01.elmhurst.il.chicago.comcast.net [69.139.235.53] 6 13 ms 14 ms 14 ms be-33491-cr01.chicago.il.ibone.comcast.net [68.86.92.33] 7 13 ms 20 ms 12 ms be-10506-cr02.350ecermak.il.ibone.comcast.net [68.86.86.229] 8 11 ms 12 ms 13 ms be-10577-pe03.350ecermak.il.ibone.comcast.net [68.86.86.2] 9 17 ms 12 ms 11 ms ae-26.a02.chcgil09.us.bb.gin.ntt.net [129.250.66.65] 10 191 ms 195 ms * ae-3.r07.chcgil09.us.bb.gin.ntt.net [129.250.5.111] 11 14 ms 13 ms 27 ms ae-5.r21.chcgil09.us.bb.gin.ntt.net [129.250.4.213] 12 * 195 ms 189 ms ae-5.r22.snjsca04.us.bb.gin.ntt.net [129.250.5.17] 13 183 ms 185 ms 183 ms ae-40.r02.snjsca04.us.bb.gin.ntt.net [129.250.3.121] 14 188 ms 182 ms 191 ms ae-3.r00.scrmca02.us.bb.gin.ntt.net [129.250.7.11] 15 193 ms 185 ms 184 ms xe-0-1-0-1-1.r00.scrmca02.us.ce.gin.ntt.net [129.250.195.46] 16 191 ms * 191 ms 204.2.229.234 17 197 ms 190 ms * 204.2.229.97 18 184 ms 190 ms 185 ms 204.2.229.97 Trace complete.

05-28-18 09:15pm

Code:

Tracing route to 204.2.229.97 over a maximum of 30 hops 1 1 ms 1 ms 1 ms 10.0.0.1 2 12 ms 11 ms 9 ms 96.120.24.33 3 8 ms 9 ms 9 ms GE-1-46-ur01.mortongrove.il.chicago.comcast.net [68.86.117.209] 4 9 ms 10 ms 9 ms 162.151.37.113 5 11 ms 10 ms 12 ms be-124-ar01.elmhurst.il.chicago.comcast.net [69.139.235.53] 6 12 ms 12 ms 13 ms be-33491-cr01.chicago.il.ibone.comcast.net [68.86.92.33] 7 12 ms 12 ms 14 ms be-10506-cr02.350ecermak.il.ibone.comcast.net [68.86.86.229] 8 11 ms 14 ms 19 ms be-10577-pe03.350ecermak.il.ibone.comcast.net [68.86.86.2] 9 130 ms 120 ms 127 ms ae-26.a02.chcgil09.us.bb.gin.ntt.net [129.250.66.65] 10 188 ms 186 ms * ae-3.r07.chcgil09.us.bb.gin.ntt.net [129.250.5.111] 11 130 ms 117 ms 120 ms ae-5.r21.chcgil09.us.bb.gin.ntt.net [129.250.4.213] 12 157 ms 149 ms 155 ms ae-5.r22.snjsca04.us.bb.gin.ntt.net [129.250.5.17] 13 164 ms 164 ms 159 ms ae-40.r02.snjsca04.us.bb.gin.ntt.net [129.250.3.121] 14 190 ms 190 ms 196 ms ae-3.r00.scrmca02.us.bb.gin.ntt.net [129.250.7.11] 15 130 ms 123 ms 112 ms xe-0-1-0-1-1.r00.scrmca02.us.ce.gin.ntt.net [129.250.195.46] 16 * * * Request timed out. 17 144 ms 140 ms 140 ms 204.2.229.97 Trace complete. Trace complete.

Aether DC
Windows PC
Florida, USA
Comcast, directly connected, all ports forwarded, etc. etc. etc.

Posting in this thread just to leave this message somewhere.
My husband and I switched servers from EU to NA about 3 months ago. We experienced little to no connection issues connecting to EU, and expected a better connection to NA. Instead we started immediately having on and off connection issues, ruining raid nights or keeping us from even doing simple dungeons. We've suffered random disconnections, delay, and input lag that lead the game to being unplayable. We have tried all solutions, even using VPNs but then the instability of those services was just as bothersome.

So you've lost 2 more subscribers due to this issue, and I sincerely hope that this individual and all the others that continue to support your game, get some kind of compensation or at the very least, finally see an end to these issues.

I'm also in Illinois but using Verizon wireless and I can't access any ffxiv related services... Like playing the game on my ps4 or accessing any websites... Like the lodestone forums either...

Good luck getting an answer. Their stance is "It's not our problem."

http://forum.square-enix.com/ffxiv/t...=1#post4672168

Quote:

Originally Posted by dark494

Good luck getting an answer. Their stance is "It's not our problem."

http://forum.square-enix.com/ffxiv/t...=1#post4672168

That post is ridiculous. If Square Enix is unable to "affect any individual connection route" for their own service provider, with which I assume they have some kind of contract, how are individual users supposed to affect nodes from their service provider? Do they expect us to ask COX or Comcast to route around the bad nodes on NTT's end? That seems unlikely given that I only have control over a small box in my house.

Quote:

Originally Posted by Kerwin

Windows client
Illinois, USA
Comcast Internet
Wired directly in modem
ports all forwarded
Cookies cleared
etc.

Code:

Tracing route to 204.2.229.97 over a maximum of 30 hops... 9 11 ms 14 ms 19 ms ae-26.a02.chcgil09.us.bb.gin.ntt.net [129.250.66.65] 10 189 ms 191 ms 181 ms ae-3.r07.chcgil09.us.bb.gin.ntt.net [129.250.5.111] 11 11 ms 11 ms 11 ms ae-5.r21.chcgil09.us.bb.gin.ntt.net [129.250.4.213] 12 179 ms * 193 ms ae-5.r22.snjsca04.us.bb.gin.ntt.net [129.250.5.17] 13 195 ms * 196 ms ae-40.r02.snjsca04.us.bb.gin.ntt.net [129.250.3.121] 14 188 ms * * ae-3.r00.scrmca02.us.bb.gin.ntt.net [129.250.7.11] 15 * 191 ms 193 ms xe-0-1-0-1-1.r00.scrmca02.us.ce.gin.ntt.net [129.250.195.46] 16 * * 193 ms 204.2.229.234 17 193 ms 191 ms 195 ms 204.2.229.97

Specifically to help point out the issue. The issue is communications to/from San Jose. The routers that have the issue are the ones indicated as "snjsca04" in the name. This is on NTT's end and NOT the user's ISP.

So... How is it that SE seems to be swearing up and down that this is not their problem and they can’t do anything about it while offering the same ineffective copy past solutions to everyone that complains when the issue lies with their ISP. Maybe I’m not understanding properly, but it seems they have all the control over this and are the only ones who can fix it by switching who they do business with and that there is nothing short of buying vpn service that can be done on the users end. Seems like they basically do not care about any affected users and potentially losing that sub money.

I guess correcting the issue would cost them more than the potential loss of customers.

My Verizon wireless issue has been resolved...

Hello everyone and thank you for posting on the Final Fantasy XIV Technical Support Forums.

The investigation that was conducted in the thread you are referring to came to the conclusion that the Data Center was not the cause of the issue you are describing. The issue stems from the route which your connection takes to reach the Data Center. This is something we unfortunately cannot control.

In regards to the nodes you are referring to, the lost packets represent information that is not returned to your computer. It's difficult to come to the conclusion that any one node is at fault based on a trace route alone.

It's an unfortunate situation and we wish there was an easy way to solve it, however, there is a limit to what we can do to assist.

Thank you for visiting the Final Fantasy XIV Technical Support Forums.

Quote:

Originally Posted by Einmimiria

Hello everyone and thank you for posting on the Final Fantasy XIV Technical Support Forums.

The investigation that was conducted in the thread you are referring to came to the conclusion that the Data Center was not the cause of the issue you are describing. The issue stems from the route which your connection takes to reach the Data Center. This is something we unfortunately cannot control.

In regards to the nodes you are referring to, the lost packets represent information that is not returned to your computer. It's difficult to come to the conclusion that any one node is at fault based on a trace route alone.

It's an unfortunate situation and we wish there was an easy way to solve it, however, there is a limit to what we can do to assist.

Thank you for visiting the Final Fantasy XIV Technical Support Forums.

The service I'm getting right now, as we speak, is unplayable.

Tracert as of RIGHT NOW, I cannot raid with this.

Code:

Tracing route to 204.2.229.97 over a maximum of 30 hops 1 1 ms 1 ms 1 ms 10.0.0.1 2 11 ms 11 ms 9 ms 96.120.24.33 3 9 ms 9 ms 8 ms GE-1-46-ur01.mortongrove.il.chicago.comcast.net [68.86.117.209] 4 11 ms 9 ms 9 ms 162.151.37.113 5 12 ms 12 ms 19 ms be-124-ar01.elmhurst.il.chicago.comcast.net [69.139.235.53] 6 12 ms 16 ms 15 ms be-33491-cr01.chicago.il.ibone.comcast.net [68.86.92.33] 7 13 ms 12 ms 21 ms be-10506-cr02.350ecermak.il.ibone.comcast.net [68.86.86.229] 8 11 ms 12 ms 18 ms be-10577-pe03.350ecermak.il.ibone.comcast.net [68.86.86.2] 9 138 ms 115 ms 105 ms ae-26.a02.chcgil09.us.bb.gin.ntt.net [129.250.66.65] 10 * 177 ms 164 ms ae-3.r07.chcgil09.us.bb.gin.ntt.net [129.250.5.111] 11 113 ms 116 ms 113 ms ae-5.r21.chcgil09.us.bb.gin.ntt.net [129.250.4.213] 12 183 ms 181 ms 185 ms ae-5.r22.snjsca04.us.bb.gin.ntt.net [129.250.5.17] 13 188 ms 187 ms * ae-40.r02.snjsca04.us.bb.gin.ntt.net [129.250.3.121] 14 184 ms 193 ms 187 ms ae-3.r00.scrmca02.us.bb.gin.ntt.net [129.250.7.11] 15 194 ms 192 ms * xe-0-1-0-1-1.r00.scrmca02.us.ce.gin.ntt.net [129.250.195.46] 16 189 ms * * 204.2.229.234 17 177 ms 181 ms 166 ms 204.2.229.97

What can you do to solve this problem? What can you do to compensate this problem?