Reporting Issues Resulting from the North American Data Center Relocation

[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.

[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.