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

[Kerwin]

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


01-12-2018 09:36 PM


01-15-2018 10:09 PM


01-18-2018 10:56 PM


01-23-2018 10:13 PM


01-31-2018 09:42 PM


02-03-2018 11:59 PM


03-01-2018 09:50 PM


03-11-2018 07:50 PM

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

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

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

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

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

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

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.

[Foxstare]

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.

[Kluaf]

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...

[dark494]

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

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

[ArcMordyn]

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.

[Zephanoa]

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

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.

[Tempest222]

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.

[Kluaf]

My Verizon wireless issue has been resolved...

[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.

[Kerwin]

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.

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?