Reporting Issues Resulting from the North American Data Center Relocation

[K3KW4RCHILD]

Type of Issue/Feedback: I had to retire my paladin altogether and I'm too ashamed to finish Stormblood as a perpetually dead, scrub dragoon. I'll be fighting a monster that is taking zero damage for 5+ sec. and find my team waiting for me 1-2 pulls ahead of me. Entire 24 player dungeons doing the robot or pop-locking dance from beginning to end. Finding frozen teams fighting frozen mobs, when it snaps back I've done zero dps and it's half dead. All of us frozen alive, snap, entire team wipe. Botched hundreds of expensive recipes because the orb didn't change colors on my screen. Invisible mobs aggro when I'm gathering because I they weren't there on my way to a node. You name it, I've got it.

Name of your Internet Service Provider (ISP): Spectrum

State/Country: Texas, US

Date/Time: It coincided with the relocation and has persisted ever since.

World Name: Brynhildr

Frequency: (Constantly-ish) It's worse during high volume hours like the evenings and entire weekends. Disconnections are regular but not frequent, I expect at least 1 per day. Sometimes the lag spikes come in quick succession for hours. Other times they come only once every couple hours. In dungeons, it's been 100% unplayable 100% of the time.

[Riko_Futatabi]

I know this can be resolved, it's why we have this thread. There are 3 bad routers on my route to server. The address indicates that they are owned by NTT. Also it only seems to be the east coast routers, specifically ones in New York and Seattle, Washington.

This was monitored on Monday at 20:30 GMT.

|------------------------------------------------------------------------------------------|
|                                      WinMTR statistics                                   |
|                       Host              -   %  | Sent | Recv | Best | Avrg | Wrst | Last |
|------------------------------------------------|------|------|------|------|------|------|
|                          SkyRouter.Home -    0 |  126 |  126 |    0 |    0 |    1 |    1 |
|                   No response from host -  100 |   26 |    0 |    0 |    0 |    0 |    0 |
|             be365.pr2.hobir.isp.sky.com -    0 |  126 |  126 |   16 |   17 |   26 |   18 |
|     ae-3.r02.londen03.uk.bb.gin.ntt.net -    0 |  126 |  126 |   16 |   17 |   23 |   17 |
|     ae-3.r24.londen12.uk.bb.gin.ntt.net -    0 |  126 |  126 |   16 |   16 |   28 |   17 |
|     ae-5.r24.nycmny01.us.bb.gin.ntt.net -   38 |   51 |   32 |    0 |   82 |   94 |   82 |
|     ae-2.r20.sttlwa01.us.bb.gin.ntt.net -   29 |   59 |   42 |  152 |  155 |  189 |  152 |
|     ae-0.r21.sttlwa01.us.bb.gin.ntt.net -   28 |   62 |   45 |  154 |  155 |  171 |  154 |
|     ae-3.r23.snjsca04.us.bb.gin.ntt.net -    0 |  126 |  126 |  172 |  172 |  184 |  172 |
|    ae-45.r01.snjsca04.us.bb.gin.ntt.net -    0 |  126 |  126 |  180 |  181 |  187 |  181 |
|     ae-1.r00.scrmca02.us.bb.gin.ntt.net -    0 |  126 |  126 |  179 |  179 |  188 |  179 |
|xe-0-1-0-1-1.r00.scrmca02.us.ce.gin.ntt.net -    0 |  126 |  126 |  183 |  183 |  189 |  184 |
|                           204.2.229.234 -   12 |   87 |   77 |  183 |  183 |  189 |  184 |
|                            204.2.229.10 -    0 |  126 |  126 |  171 |  171 |  186 |  171 |
|________________________________________________|______|______|______|______|______|______|

[Kaspyr]

Type of Issue/Feedback: Getting disconnected with 90002 errors sometimes less than a minute from logging in.
Name of your Internet Service Provider (ISP): Charter
State/Country: Michigan/USA
Date/Time: Started occurring after the server relocation. There doesn't seem to be a specific time of the day.
World Name: Gilgamesh
Frequency: Usually every 2-5 minutes. The longest would be around 10-15 minutes.
Traceroute records

Tracing route to 204.2.229.9 over a maximum of 30 hops

1 3 ms <1 ms 5 ms READYSHARE [192.168.1.1]
2 * * * Request timed out.
3 15 ms 17 ms 14 ms dtr01bycymi-tge-0-2-0-0.bycy.mi.charter.com [96.34.40.109]
4 16 ms 11 ms 12 ms crr01sgnwmi-bue-428.sgnw.mi.charter.com [96.34.35.6]
5 19 ms 22 ms 14 ms bbr01sgnwmi-bue-1.sgnw.mi.charter.com [96.34.2.56]
6 35 ms 24 ms 23 ms be4309.rcr21.dtw04.atlas.cogentco.com [38.122.60.49]
7 23 ms 21 ms 22 ms be2103.ccr42.ord01.atlas.cogentco.com [154.54.6.93]
8 26 ms 22 ms 28 ms be2766.ccr41.ord03.atlas.cogentco.com [154.54.46.178]
9 22 ms 20 ms 21 ms ae-11.r06.chcgil09.us.bb.gin.ntt.net [129.250.9.121]
10 38 ms 23 ms 22 ms ae-1.r21.chcgil09.us.bb.gin.ntt.net [129.250.3.7]
11 139 ms 82 ms 93 ms ae-5.r22.snjsca04.us.bb.gin.ntt.net [129.250.5.17]
12 93 ms 93 ms * ae-40.r02.snjsca04.us.bb.gin.ntt.net [129.250.3.121]
13 91 ms 92 ms 545 ms ae-2.r00.scrmca02.us.bb.gin.ntt.net [129.250.7.33]
14 82 ms 88 ms 80 ms xe-0-1-0-1-1.r00.scrmca02.us.ce.gin.ntt.net [129.250.195.46]
15 85 ms 105 ms 95 ms 204.2.229.234
16 78 ms 80 ms * 204.2.229.9
17 82 ms 82 ms * 204.2.229.9
18 85 ms 77 ms * 204.2.229.9
19 81 ms 78 ms 109 ms 204.2.229.9

Trace complete.

[drebbe]

Here is their official response to me over email (2.5 months ago with no reply afterwards):

Dear Customer,

Regarding your request for support. Please find your answer below.

Thank you for contacting the Square Enix Support Center. We apologize about the technical issues you are experiencing, if you are seeing a lot of packet loss over your ISP's network there is not much we can do in regards to that. We suggest contacting the ISP in question and see if they can change the networking route that it takes to connect to the game. If that is not possible we can offer a few things for you to try to circumvent the issue. However, if the issue is being caused by huge packets being lost over your ISP's network to connect to the game servers, there wouldn't be much else we could do. We apologize about the inconvenience.

Thank you for contacting the SQUARE ENIX Support Center.

I've pinged them 4 times in the last 2.5 months without a reply. They really don't care about their player base.

[Riko_Futatabi]

Here is their official response to me over email (2.5 months ago with no reply afterwards):



I've pinged them 4 times in the last 2.5 months without a reply. They really don't care about their player base.

Why else would they have this thread then? The thread that specifically states that it's here to help resolve ISP-related routing issues. Customer support is conflicting with forum support.

A lot of emphasis is being put on YOUR ISPs network, the reply seems evasive and to get you to go contact your ISP and/or the person sending the E-mail just doesn't know what to do with you anymore and they're at there limit of knowledge. I wouldn't take much notice of this reply, I've had terrible email support before from SE, mine eventually ended up saying something about turning down my graphic settings(which I tried lol) and then I just stopped responding to them. But I'm sure not all ISPs have control over the route you take to servers? Maybe some do, but I've contacted my ISP and they made it seem that it wasn't possible for them to do that and actually ended up suggesting that maybe a VPN would be best.

The thing is though, when you go from an absolutely perfect connection to game...then a patch hits and turns your connection to game into a mess then surely something is up with SE? Or SE has done something to cause certain ISPs to change route or something. Honestly it's baffling to go from no problems to then a constant problem for months. This didn't even happen to me after the servers moved, it was fine. Apparently as I've already said, a patch really messed something up for me.

My route to server is like this constantly as of at least 2 months ago:

|------------------------------------------------------------------------------------------|
|                                      WinMTR statistics                                   |
|                       Host              -   %  | Sent | Recv | Best | Avrg | Wrst | Last |
|------------------------------------------------|------|------|------|------|------|------|
|                          SkyRouter.Home -    0 |  125 |  125 |    0 |    0 |    2 |    0 |
|               97e7fe6a.skybroadband.com -    0 |  125 |  125 |    5 |   16 |  541 |    6 |
|             be365.pr2.hobir.isp.sky.com -    0 |  125 |  125 |   16 |   17 |   19 |   17 |
|     ae-3.r02.londen03.uk.bb.gin.ntt.net -    0 |  125 |  125 |   16 |   17 |   19 |   17 |
|     ae-3.r24.londen12.uk.bb.gin.ntt.net -    0 |  125 |  125 |   16 |   17 |   69 |   17 |
|     ae-5.r24.nycmny01.us.bb.gin.ntt.net -   32 |   57 |   39 |   82 |   82 |   90 |   82 |
|     ae-2.r20.sttlwa01.us.bb.gin.ntt.net -   28 |   62 |   45 |    0 |  161 |  187 |  157 |
|     ae-0.r21.sttlwa01.us.bb.gin.ntt.net -   23 |   66 |   51 |  154 |  156 |  212 |  154 |
|     ae-3.r23.snjsca04.us.bb.gin.ntt.net -    1 |  121 |  120 |  171 |  171 |  181 |  171 |
|    ae-45.r01.snjsca04.us.bb.gin.ntt.net -    0 |  125 |  125 |  171 |  171 |  172 |  172 |
|     ae-1.r00.scrmca02.us.bb.gin.ntt.net -    0 |  125 |  125 |  174 |  174 |  176 |  175 |
|xe-0-1-0-1-1.r00.scrmca02.us.ce.gin.ntt.net -    0 |  125 |  125 |  169 |  170 |  173 |  170 |
|                           204.2.229.234 -   16 |   79 |   67 |  175 |  175 |  176 |  175 |
|                            204.2.229.10 -    0 |  125 |  125 |  173 |  173 |  174 |  173 |
|________________________________________________|______|______|______|______|______|______|

Pretty heavy packet loss on a few hops going through the East Coast. Also SEs lobby server being pretty bad as of late, that's actually kind of new to me as of the 4.1 patch.

[K3KW4RCHILD]

Following up to report no improvement since my last post:

http://forum.square-enix.com/ffxiv/t...=1#post4463934

[drebbe]

Why else would they have this thread then? The thread that specifically states that it's here to help resolve ISP-related routing issues. Customer support is conflicting with forum support.

Just because they organized our complaints/problems into one thread doesn't really count as "support". 50 pages in over 6 months and no official response from SE yet.

[Riko_Futatabi]

Another patch goes by and the same problems persist. I wish I could turn back time to 3 months ago when my connection was perfect. And that's pretty much all I can be bother to say at the moment.

[hynaku]

Only two routes ever see * is 204.2.229.242 and 204.2.229.234. They need to fix these two spots that constantly having time outs or not use them.

[Zarkovitch]

I hope net neutrality gonna be abolished so they re ISP will show them no mercy... so SE will finally move server a better spot.

Oh btw happy thanksgiving.