connection errors

[Vateri]

Here is the reply I got.

Alexa 15:33：Thank you for your patience, Emily. We are aware that there are several customers experiencing this issue, however this seems to be an issue with the ISP and their pathway connection to the NA Data Centers in a certain area. You can contact your IPS and inform the of this issue and have them look into it. You can also submit a bug report to the Final Fantasy XIV Bug Forum so we may further investigate this issue: https://sqex.to/vzc

This is essentially the response I got as well. No matter what I tried to say, and when I tried to direct them to this thread I got brushed off and told it's against her policy to check "random" threads. DDRDiesel got reps with actual capacity for empathy thankfully. Might try calling instead of the live chat. Make sure you have all your friends who are also experiencing this issue to please post in this thread if they have not. Going to bring up Naia's point when I call saying that this is not only impacting my time, but also wasting the time of 7 other players in my group.

[DDRDiesel]

Here is the reply I got.

Alexa 15:33：Thank you for your patience, Emily. We are aware that there are several customers experiencing this issue, however this seems to be an issue with the ISP and their pathway connection to the NA Data Centers in a certain area. You can contact your IPS and inform the of this issue and have them look into it. You can also submit a bug report to the Final Fantasy XIV Bug Forum so we may further investigate this issue: https://sqex.to/vzc



I let Alexa know Other reps are telling us that our ISP doesn't have ownership of the node.

We have no other internet-related problems, and I called Optimum.

It might be worth reminding them of what I said earlier. Optimum simply has a large market share in this area, but they aren't the only available offering. FawlGaiy mentioned earlier that they are using a Canadian ISP telMAX and has the same issues

[BettyHarlow]

This is essentially the response I got as well. No matter what I tried to say, and when I tried to direct them to this thread I got brushed off and told it's against her policy to check "random" threads. DDRDiesel got reps with actual capacity for empathy thankfully. Might try calling instead of the live chat. Make sure you have all your friends who are also experiencing this issue to please post in this thread if they have not. Going to bring up Naia's point when I call saying that this is not only impacting my time, but also wasting the time of 7 other players in my group.

Exactly! Also, how many groups would I (we) have helped today by healing/tanking/shooting everything in sight etc? We are valuable people in the FFXIV world. I suppose I will log into the EU data center and play my newly created character lol

Here was my final reply to the issue. I submitted a bug report and I'll call when it's not quiet time in the house (nap time)


Customer 15:43：I'm connected directly to my router with no luck.

Alexa 15:43：Thank you for this information, Emily. We have indeed been receiving several of these complaints, I can forward this information as well so the issue is looked into. In the meantime please continue trying to access every couple of hours and submit a bug report.

[DankDragon1017]

I am also in NY (Long Island) and have issues connecting to NA data centers. I have excellent connection when logging into EU datacenters though. Found that really strange, so I visited the forum, and I see I am not the only one having this issue. Issues started for me around 10 PM (EST) on 6/14. Still having the same exact issues today, 6/15.

Not helpful info really but just trying to add to the thread to add onto the amount of people. I am hoping they see this thread and help us!

[Vateri]

I am also in NY (Long Island) and have issues connecting to NA data centers. I have excellent connection when logging into EU datacenters though. Found that really strange, so I visited the forum, and I see I am not the only one having this issue. Issues started for me around 10 PM (EST) on 6/14. Still having the same exact issues today, 6/15.

Not helpful info really but just trying to add to the thread to add onto the amount of people. I am hoping they see this thread and help us!

If any of your peers are experiencing these issues please direct them here to post as well! Yea, I can connect to JP and EU just fine as well.

[_Filly_]

I am also having issues since yesterday , i have optimum also , im getting error 2002 and the lobby error . I was able to log in late in the evening last night for a few hours and was booted around 1am or so. I am on Aether trying to connect to Siren. I have not been able to log in today at all so far

[fawlgaiy]

Update from support

I spent a good 15-20 minutes working with support earlier. I was on the phone with a rep named Daniel and then in chat with a rep named Eddy. Both reps were receptive of what I had to say and I made sure to give them as much information as I possibly could. Daniel let me know that they've been receiving these calls in increasing volume since around 10 AM EST yesterday (Wednesday) morning. I directed him to this post and made sure to let him know that there is more than enough information here to start a proper investigation. I also provided him with the NTT node information such as geolocation and IP address.

It took a bit of doing, but I eventually was able to convince both reps that this was not an ISP issue with Optimum, since they don't have ownership of the node and there is no other internet-related problems, they just happen to have a very large market share in the area which is why most of the complaints have that in common.

I was informed that the information was forwarded to the relevant teams to investigate and hopefully we'll see an official acknowledgement of the issue within the next day by way of a Lodestone post or maybe even a resolution. Keep fingers crossed and please be sure to post any new information if it's available!

Thanks a lot for the awesome work! Posting my trace routes to NA and JP below for comparison:

JP
4 3 ms 3 ms 2 ms 209.216.96.50
5 3 ms 2 ms 2 ms 163.ae12.mpr1.sea1.us.zip.zayo.com [216.200.159.145]
6 3 ms 3 ms 3 ms ae6.mpr1.yyz1.ca.zip.zayo.com [64.125.23.121]
7 * * * Request timed out.
8 10 ms 10 ms 10 ms be2994.ccr22.cle04.atlas.cogentco.com [154.54.31.233]
9 15 ms 15 ms 15 ms be2718.ccr42.ord01.atlas.cogentco.com [154.54.7.129]
10 37 ms 38 ms 37 ms be2832.ccr22.mci01.atlas.cogentco.com [154.54.44.169]
11 63 ms 36 ms 36 ms be3036.ccr22.den01.atlas.cogentco.com [154.54.31.89]
12 47 ms 46 ms 47 ms be3038.ccr32.slc01.atlas.cogentco.com [154.54.42.97]
13 65 ms 65 ms 65 ms be3110.ccr22.sfo01.atlas.cogentco.com [154.54.44.141]
14 64 ms 64 ms 64 ms be3670.ccr41.sjc03.atlas.cogentco.com [154.54.43.14]
15 172 ms 173 ms 173 ms be3696.ccr72.tyo01.atlas.cogentco.com [154.54.86.138]
16 170 ms 169 ms 170 ms be3050.rcr51.b060372-1.tyo01.atlas.cogentco.com [154.54.91.214]
17 170 ms 208 ms 170 ms square-enix.demarc.cogentco.com [154.18.1.146]
18 175 ms 155 ms 155 ms 219.117.144.118
19 155 ms 155 ms 155 ms 219.117.144.53
20 155 ms 155 ms 155 ms 219.117.144.41
21 157 ms 155 ms 155 ms 219.117.147.194
22 165 ms 164 ms 164 ms 124.150.157.15

NA
4 * * * Request timed out.
5 * 13 ms * 100ge0-76.core3.nyc4.he.net [184.104.196.177]
6 14 ms 16 ms 16 ms nyk-b1-link.ip.twelve99.net [62.115.183.157]
7 * * * Request timed out.
8 * * * Request timed out.
9 * * * Request timed out.
10 * * * Request timed out.
11 * * * Request timed out.
12 * * * Request timed out.
13 * * * Request timed out.
14 * * * Request timed out.
15 * * * Request timed out.
16 * * * Request timed out.
17 * * * Request timed out.
18 * * * Request timed out.
19 * * * Request timed out.
20 * * * Request timed out.

[wkmatt]

I am also having issues since yesterday , i have optimum also , im getting error 2002 and the lobby error . I was able to log in late in the evening last night for a few hours and was booted around 1am or so. I am on Aether trying to connect to Siren. I have not been able to log in today at all so far

Same here. I'm from Primal/Lamia, managed to log in from about 8 to 11pm last night without getting booted. Been trying to log in for an hour so far today (even made it as far as the character selection screen a few times) but no dice. I'm a Brooklyn resident who really, really didn't need another reason to be upset with Optimum. I've had Optimum for seven years because I literally have no other choice where I live and they've been nothing but trouble.

[Hav3nsblade]

I was able to get on early today but now, I can't whatsoever. If I get past to the character screen, I get hit with a 90002 or 10105. I've been trying for the last 30m now.

Thank god I managed to get my weapon token this week before all this mess started on Wednesday

[Jaelynn]

I am also with Optimum, my entire household (3 players) cannot connect since about 3-4 AM (more than 12 hours now). Getting constant 10105 or 2002s.

This is gonna ruin my raid tonight which is really frustrating.