There are and have been several lag reports in the technical support forum the past few days/weeks.
The tech support copy paste it's usual answers (check your wifi/settings), if that doesn't resolve the issues, the problem is defaulted to your ISP, and moved to the closed section.
Currently active threads include:
http://forum.square-enix.com/ffxiv/t...-LAG-since-wed
http://forum.square-enix.com/ffxiv/t...as-fine-before.
http://forum.square-enix.com/ffxiv/t...nt-disconnects
Closed threads include:
http://forum.square-enix.com/ffxiv/t...-the-new-patch.
http://forum.square-enix.com/ffxiv/t...erver-problems
Closing practically any connection issue thread with "talk to your ISP" is absolutely horrendous customer supoort and total incompetence.
Recent lag issues and the tech-support incompetence
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03-14-2020, 01:12 AMHustensaftRecent lag issues and the tech-support incompetence
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03-14-2020, 01:23 AMValkyrie_Lenneth
In this case though, it's not the servers. There isn't much SE can do to help you troubleshoot a thing that isn't on their end specifically.
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03-14-2020, 01:37 AMMacleod
Neither I, nor anyone I know in game, has complained about experiencing any lag lately. I don't know a lot about networking stuff, but I'd say, if it's not affecting everyone, it's not their servers. /shrug So, what are they supposed to do about it exactly?
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03-14-2020, 01:41 AMXtrasweettea
Hi, ISP shill here.
The SE admin literally tells everyone they can only provide support for user end devices and user end network settings (ie: your settings on devices you own and manage).
It is not incompetence, as much as you accuse them of. They cannot troubleshoot network problems they have no control over.
If you look through the posts from those you will see traceroutes. There's always one or two IP addresses with lag spikes. Those IP addresses are part of the network within the general network backbone. Those routers are owned by network carriers, not by SE.
I don't know how people imagine they are connecting to SE servers. It is not a straight connection from your CPE to their CPE. It is your CPE connecting to different routers along a path to eventually the last network router to SE's CPE. How your ISP has set up your routing dictates where to go from your CPE to SE's CPE.
The only way to solve this is to get the ISPs involved and have them fix the issue. You could always band-aid this by using a VPN and troubleshoot each VPN connection until you find one that circumvents that router.
Again, SE has no control over this. This is a ISP cause problem. -
03-14-2020, 01:45 AMHustensaftYes, and if you check some of the traceroutes, you'll notice that the IP ranges were the errors occurs are owned by KDDI - which is SE's european data center provider.Quote:
Originally Posted by Xtrasweettea
I can't talk to them, neither can my ISP, yet i'm being told to talk to them. Brilliant solution.
Connection issues can happen on ISP side, and SE's side. So you're telling me, that there is practically noone capable and or responsible for possible connections issues that happen on SE's sde? Noted.
Because obviously, those thread exists for nothing.Quote:
Neither I, nor anyone I know in game, has complained about experiencing any lag lately. I don't know a lot about networking stuff, but I'd say, if it's not affecting everyone, it's not their servers. /shrug So, what are they supposed to do about it exactly?
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03-14-2020, 02:07 AMXtrasweetteaKDDI is the carrier and owner of that particular router along the backbone. 195.82.50.234, in particular is the one causing the lag spike. IP address 195.82.50.60 is to be the assumed CPE for SE. I am going to assume KDDI owns the transport for that IP address.Quote:
Originally Posted by Hustensaft
If SE rents the data center, they probably don't have a contract between KDDI and themselves. KDDI and the Data Center has a contract between each other in regards to at least WAN. This isn't that uncommon in the world of ISPs. SE and the data center may have a contract that outlines some network performance SLAs.
SE more-than-likely cannot do anything about this. They can talk to the data center owners to see if something can get done, but more-than-likely, the data center owners won't do anything unless it breaks contract or violates any SLAs.
I am going to assume that this is the last hop router since I am from the USA and I also got that router:
1 <1 ms <1 ms <1 ms Gateway [192.168.1.1]
2 10 ms 14 ms 9 ms static-24-214-21-1.knology.net [24.214.21.1]
3 16 ms 22 ms 9 ms 69.73.1.1
4 11 ms 13 ms 22 ms user-24-96-198-97.knology.net [24.96.198.97]
5 13 ms 10 ms 11 ms static-216-186-180-250.knology.net [216.186.180.250]
6 25 ms 21 ms 18 ms 143.59.255.198
7 61 ms 19 ms 19 ms dynamic-75-76-35-117.knology.net [75.76.35.117]
8 * * * Request timed out.
9 29 ms 31 ms 28 ms ash-bb3-link.telia.net [62.115.125.190]
10 110 ms 102 ms 104 ms prs-bb4-link.telia.net [62.115.122.158]
11 119 ms 113 ms 114 ms ffm-bb2-link.telia.net [62.115.122.139]
12 113 ms 110 ms 120 ms ffm-b1-link.telia.net [62.115.137.169]
13 116 ms 121 ms 123 ms kddi-ic-319844-ffm-b1.c.telia.net [62.115.32.106]
14 112 ms 120 ms 111 ms 195.82.61.14
15 129 ms 121 ms 117 ms 195.82.50.234 [LAST HOP ROUTER]
16 118 ms 120 ms 116 ms 195.82.50.60
Though I don't have a huge lag spike when I hit that router. 129 ms is close to industry standard from East Coast USA to Europe. There may be a specific port within the last hop router that is causing the problem.
Regardless, SE cannot do anything about that. Your ISP has to talk to the carrier who owns that router to troubleshoot that particular router and perform a repair. It is still not SE's problem. -
03-14-2020, 02:12 AMHustensaftThe .234 node "belongs" to SEQuote:
Originally Posted by Xtrasweettea
inetnum: 195.82.50.0 - 195.82.50.255
netname: Square-ENIX
country: DE
and the one before:
inetnum: 195.82.61.12 - 195.82.61.15
netname: KDDI-Square_ENIX
The problems are also pretty much mostly during primetime, which starts in an hour or so for EU people (might be a load balancing issue). -
03-14-2020, 02:29 AMXtrasweettea192.82.50.60, the IP address I used, falls within the of range within the inetnum.Quote:
Originally Posted by Hustensaft
In good faith, I traceroute 195.82.50.01 and got timed out before I could get to the last hop router:
1 <1 ms <1 ms <1 ms Gateway [192.168.1.1]
2 12 ms 9 ms 22 ms static-24-214-21-1.knology.net [24.214.21.1]
3 11 ms 10 ms 10 ms 69.73.1.1
4 11 ms 11 ms 10 ms user-24-96-198-97.knology.net [24.96.198.97]
5 9 ms 11 ms 10 ms static-216-186-180-250.knology.net [216.186.180.250]
6 18 ms 19 ms 19 ms 143.59.255.198
7 27 ms 19 ms 19 ms dynamic-75-76-35-117.knology.net [75.76.35.117]
8 * * * Request timed out.
9 29 ms 31 ms 30 ms ash-bb2-link.telia.net [62.115.125.129]
10 117 ms 116 ms 119 ms prs-bb3-link.telia.net [62.115.112.243]
11 * 126 ms * ffm-bb1-link.telia.net [62.115.123.12]
12 129 ms 127 ms 139 ms ffm-b1-link.telia.net [62.115.141.237]
13 119 ms 120 ms 121 ms kddi-ic-319844-ffm-b1.c.telia.net [62.115.32.106]
14 124 ms 118 ms 119 ms 195.82.61.14
15 * * * Request timed out.
16 * * * Request timed out.
17 * * * Request timed out.
18 * * * Request timed out.
19 * * * Request timed out.
20 * * * Request timed out.
21 * * * Request timed out.
22 * * * Request timed out.
23 * * * Request timed out.
24 * * * Request timed out.
25 * * * Request timed out.
26 * * * Request timed out.
27 * * * Request timed out.
28 * * * Request timed out.
29 * * * Request timed out.
30 * * * Request timed out.
I then did 192.82.50.60 again and got timed out before I could hit the last-hop router.
So, the problem is the last hop router. Though, I am still having trouble as to seeing how this is SE's problem SE doesn't own nor manage the last hop router. They have "ownership" (or at least contractual partnership) with 192.82.50.0 - 255 ranges. SE is only at fault for what they contractually own or manage.
Call your ISP, send a report so the ISPs can fight it out. I am sure this is causing problems to thousands of people and businesses. -
03-14-2020, 02:35 AMXtrasweetteaThe two "nodes" you gave me are two routers. One is a main router and the other is a backup router.Quote:
Originally Posted by Hustensaft
Almost all datacenters are set up with a dual router with dual access setup with fail-over. Sometimes both backup and main routers are live and perform load balancing. It counts on how SE had set up their WAN connection with the carrier.
If we were experience lag spikes at SE's end, we would see it from one of those two ip ranges from those routers. -
03-14-2020, 02:42 AMJimmymagicliterally this! I too at first accused SE servers being messed up but after investigating and being educated SE really cant do anything. The router issues can only be resolve so many ways and the one that is currently with me is to hard reset my router and clear the addresses from storage and voila my connection was great until it filled up again.Quote:
Originally Posted by Xtrasweettea
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03-14-2020, 02:53 AMHustensaftWhat responsibility has my ISP? Their service ends past the KDDI network. The issue is very likely in an IP-range SE has ownership off. What exactly should my ISP fight here for? "Hey guys, you might have some issues in your network, my customer, which is also your customer is complaining about it"? Why should i go to my ISP for an issue, when the ownership of the problem lies within SE? dQuote:
Originally Posted by Xtrasweettea
WoW tech support vastly outperform this (aka make sure the connecitivity issues are not part of their network). There has never been any talk about "their side" from SE whenever connectivity issues are discussed....
(here for some example how connectivity issues are treated by WoW CS... https://us.forums.blizzard.com/en/wo...ently/459392/9 - there are miles in the quality of support provided.)
There are more then one reason for connection issues, some are resolved locally, some by your ISP, and some are at the other end (where your ISP can't do anything)Quote:
literally this! I too at first accused SE servers being messed up but after investigating and being educated SE really cant do anything. The router issues can only be resolve so many ways and the one that is currently with me is to hard reset my router and clear the addresses from storage and voila my connection was great until it filled up again.
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03-14-2020, 03:10 AMdotsforlife
NTT and one of their particular nodes on the west coast has been trash for years. It's usually that 9/10 times. Not something your ISP or SE can do about as they don't have control over that.
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03-14-2020, 03:51 AMXtrasweetteaYour ISP will be able to determine if it is truly SE's end or a router on the path to the CPE that contains the IP address range SE "owns."Quote:
Originally Posted by Hustensaft
If it is a router within the path that goes from your CPE to SE's CPE, your ISP can have a case against the other service providers as your service provider's traffic must be able to transmit across other carrier's devices. Some companies have even special contracts and routing paths between the two carriers to hold them accountable (I have helped sign a few of those). Also, counting on the law within the region, the ISP causing the problem could be in violation of the law.
That is why you should reach out to your ISP. It is to hold ISPs accountable.
If it is truly SE's fault, and your ISP can provide proof, then you can send a report ticket to SE via customer service or tech support with that proof. Not to the forums. The forums are not going to really help you.
Again, I am an ISP shill, I work for one, I am telling you what you can do to possibly fix the issue. -
03-14-2020, 04:25 AMMacleodI appreciate your posts in this thread, as I said before, I don't know much about this kind of stuff and am finding your posts very insightful and informative...and also making me glad I have a good ISP and never really had any issues! :DQuote:
Originally Posted by Xtrasweettea
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03-14-2020, 04:44 AMPacketdancerSimilarly—at least for my FC-mates—the lag they're seeing to Primal is on the Comcast/NTT border... but apparently it's the router one hop before the Comcast side of the border with NTT that's choking on a hairball right now. Which would put the problem within Comcast's network (albeit only just). If what they've said about their traceroutes is accurate, SquareEnix can sure ask NTT to try to fix it, but even then all NTT can do is go ask Comcast to fix it.Quote:
Originally Posted by Xtrasweettea
Mind you, I am just going on what others have said about their traceroute experimentation; I cannot provide a traceroute for that because I'm on CenturyLink rather than Comcast. (Which also means I haven't experienced any lag like my FC mates on Comcast, save for a brief hiccup of latency last week when something happened in the Qwest network that sits between my CenturyLink service and NTT.) -
03-14-2020, 10:26 AMWolwosh
Me and a lot of my friends had a lot of lag issues lately. I normally never notice it, but lately I do. Nothing changed on our end :D
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03-14-2020, 12:32 PMtechnoleProbably that San Jose hop, seems to have some issues at-times on the way to the NTT data center in Sacremento. Lag Tuesdays is becoming a joke now with that hop, everything else is great.Quote:
Originally Posted by dotsforlife
Actually they can, cause SE just submits the issue over to NTT to investigate if it's in their data center routing.Quote:
Originally Posted by Xtrasweettea