VERIZON FIOS CUSTOMER DEMANDING REPLY ASAP

[rulebreaker51092]

I've been a loyal customer to SE for quite some time, and I'm on the verge of canceling my subscription to FFXIV. As much as I enjoy FFXIV, it's much more feasible for me to drop this game than switch ISPs, and especially when everything else is perfectly acceptable with Fios. The lag is so severe that playing this game at peak hours if 100% impossible, and thus it's not worth paying for. Why would we continue to pay for a game when we cannot raid, play with friends, and basically do anything? Here is the situation square enix, you have thousands of subscribers who are experiencing unsettling issues with your product, and paying you very good money each month to use it. Many of them are canceling or thinking about canceling their subscriptions. Do you have anything you wish to say to us to restore our confidence, or should we just start dropping your service like flies? Please reply, as this is important to your customers, your reputation, and your revenue.

[Lorielle]

Because threatening them is really going to work out in the end.

[Syanis]

So your taking it out on SE? Its a Verizon issue and NOTHING really SE can do on it other then move its servers. SE could even call Verizon but it won't make a difference. Realize that gamers, streamers, and P2P people are the enemies of ISPs and they will simply say its a SE issue. However the truth is its nothing to do with FFXIV but simply how Verizon routes traffic to Montreal which effects other things as well.

So if your really going to quit FFXIV because YOUR ISP is a POS don't go blaming SE or FFXIV. Better for you to quit your ISP as well.

[SyrenKhan]

having same problems and am a fios customer i also cant run something like wtfast as i am a ps4 user. gonna not subscribe until i hear that this problem is fixed. would also like a reply asap.

[rulebreaker51092]

Why should I believe the issue is completely Verizon's fault at this point, which is what I assumed at first? It's clear that, looking at the p2p throttling forum, issues are arising with many major providers, with Verizon and Time Warner being major culprits? SE clearly messed up somewhere along the way, as I have issues with NO other games. Something happened and they will not admit what it was. It's time we stop sticking up for SE.

[Raist]

Why should I believe the issue is completely Verizon's fault at this point, which is what I assumed at first? It's clear that, looking at the p2p throttling forum, issues are arising with many major providers, with Verizon and Time Warner being major culprits? SE clearly messed up somewhere along the way, as I have issues with NO other games. Something happened and they will not admit what it was. It's time we stop sticking up for SE.

Because we have seen it play out time and time again. I am also on Midgard... had the same issues about a year ago with Time Warner. I worked with Time Warner to identify the problems along my route, and they fixed them.

Not Square-Enix, and not their ISP (Ormuco). I no longer have to use a VPN. It is PURELY being managed by the ISP I pay service for (Time Warner of South Carolina).

There is plenty of precedent for this being something your ISP can manage. I went through it with this games predecessor (FFXI) as well as other games going back into the 90's--some games were from some pretty big names too, Blizzard and Microsoft. There are known and documented issues with routing in North America. Your ISP has just been playing a game of Chicken with your internet, and now they are getting caught.

That link is to a blog post about Open Internet...there are about 6 or so posts that will explain in detail what the issues have been and still continue to plague us even after the FCC ruling. Will link in the series of articles in a minute once I can round them all up.

“Chicken” | A Game Played as a Child and by some ISPs with the Internet
Observations of an Internet Middleman
When the Middleman and ISP are Aligned
Heads ISPs Win, Tails You Lose (And a way to fix it)
Verizon’s Accidental Mea Culpa
“Not” Neutrality?

[SyrenKhan]

Because we have seen it play out time and time again. I am also on Midgard... had the same issues about a year ago with Time Warner. I worked with Time Warner to identify the problems along my route, and they fixed them.

Not Square-Enix, and not their ISP (Ormuco). I no longer have to use a VPN. It is PURELY being managed by the ISP I pay service for (Time Warner of South Carolina).

There is plenty of precedent for this being something your ISP can manage. I went through it with this games predecessor (FFXI) as well as other games going back into the 90's--some games were from some pretty big names too, Blizzard and Microsoft. There are known and documented issues with routing in North America. Your ISP has just been playing a game of Chicken with your internet, and now they are getting caught.

That link is to a blog post about Open Internet...there are about 6 or so posts that will explain in detail what the issues have been and still continue to plague us even after the FCC ruling. Will link in the series of articles in a minute once I can round them all up.

“Chicken” | A Game Played as a Child and by some ISPs with the Internet
Observations of an Internet Middleman
When the Middleman and ISP are Aligned
Heads ISPs Win, Tails You Lose (And a way to fix it)
Verizon’s Accidental Mea Culpa
“Not” Neutrality?

can you explain to me what you told your isp and what you did with them to fix this problem?

[Raist]

can you explain to me what you told your isp and what you did with them to fix this problem?

Showed them the traces and ping reports, demonstrated the difference with a VPN (including traces/ping reports through it), and sent my modem logs as well. Need to get in touch with their Tier3 support (sometimes referred to as Engineering). They are the ones that can take such data and narrow down where issues may be occurring and then escalate the matter.

It is usually better if you are dealing with them via online communication for this too...can't really show them what is going on over the phone, and often times the best you'll accomplish is someone coming on site to look at your lines. Then you have to go through the process of showing them the problem on site--if you're lucky they'll pay attention and send it to the next tier (mileage will certainly vary on that front as well).

Go to your ISP's website, forums, social media, etc. and find a way to send them the details in writing of what you are experiencing--supply specific details and tracert/ping data if you can. It's great if you can use email, because then you have a paper trail. You'd be surprised how far playing the shame game can get you sometimes.

If you are having trouble tracking down online access, you can look to see if there is a page for your provider at either the DSL Reports Forum (they set this up for more direct access to higher level support) or something like downdetector.com and aussieoutages.com (forget the name of their european site... will see if I can find it again).

Edit: Here's the UK downdetector list: downdetector.uk There are links to other regional focuses like Canada, Germany, etc along the bottom Could have sworn they had a more entertaining name for one that covered Europe as a whole though. Will keep poking around.

Edit #2:
Oh yeah.. and you'll need valid addresses for them to run tests against. You can get the actual IP your client uses by looking in the network sections of Resource Monitor (resmon.exe from search/run box) while fully logged into the game. Alternatively you can provide the addresses of the lobby servers, as they will point them to the same networks and have them looking at the proper ASN/BGP data. Here are the current addresses embedded in the client files:

Canada/EU:
neolobby02.ffxiv.com
neolobby04.ffxiv.com
neoloccy06.ffxiv.com

Japan:
neolobby01.ffxiv.com
neolobby03.ffxiv.com
neolobby05.ffxiv.com

***note that the game communicates with both regions periodically for different purposes--mostly during login, but it can be a factor if there are issues specifically with the login or patching process (SE Account authentication and patch data/redirection to the mirror servers is managed through services in Japan, for example).

[rulebreaker51092]

I've had an open ticket for two days and have spoken to multiple representatives, all assuring me it would be done soon, but it seems like no progress is being made. Yes, I have a few bad hops, however every other service works fine. Once I get this routing issue resolved, I'll be able to definitively point the finger at SE for this issue. If somehow Verizon fixes it, I will let you know.

[Mika_Stoneheart]

Verizon has control of our market over here, they won't do anything about it. There is literally nothing that can be done if all you have is Verizon. You have no idea how frustrating it is to not be able to play this game because NOBODY will help us.

These aren't meant to be threats this is just the truth.