Problem with advance character profiles.

[keldo]

<p>I have a problem with EQ2players.</p><p>Several days ago i upgraded my subscription to all five things for the advanced profiles, but i could use them for two or three days but now when i try to see this advance profiles it says to my that i need to upgrade to see them.</p><p>When this happens im logged in, so thats not the problem. Pls could someone give me a solution for this? I don´t want to pay for something i can´t use, and i´ve paid this for three mounths.</p><p> Thx.</p>

[Hellswrath]

I recommend filling out a petition for this.  Might be the fastest route to resolution.  If that doesn't work, try calling them.

[Obadiah]

I have pretty much the same issue. Sometimes I have been able to view player profiles, sometimes not. I haven't ever been able to view an item in the item database, although I can see from the mouse-over on my profile that for at least 4 of 24 items I currently have equipped the item database entry is incorrect. Filed the issue with support 10/3 and haven't heard a peep. This is really too bad as they seem to be pretty good and very fast about responding to in-game issues/petitions.

[Hellswrath]

You're right.  That is strange that you haven't even gotten the low level response.Well, here's hoping you get one soon.

[Gninja_Gnome]

Can you give us a date on when you last saw this issue?

[DiatribeEQ]

I've been having this very same problem now for the past couple days as well.If I'm not going to be getting what I'm paying for, is there at least some kinda of credit for it for the time I've NOT been able to access what I paid for then?

[Ndi]

hmm you need a purple name Gninja :p

[DiatribeEQ]

Well, another day gone and the problem is *still* there.  I'll give this another couple days to be resolved, then I'm going to stop payment on the extra bit and just pay the basic EQ2 subscription till it's fixed.  Even though it's not that much of a $$$ amount, it's the sheer fact that I'm unable to access what I've already *paid* for.  For example:Last billing date: 9/26/07.  Amount: $17.98  Same cycle as every month, except this time, I'm not getting all that I paid for.  You'd think Sony would be *ALL OVER* fixing whatever is going on, as this is just an added source of income for them & takes very little to maintain.Guess they don't like our money, eh?

[Obadiah]

Yeah it's not that much $$$ a month, but it's more money when you pay it in chunks. I have it paid for through June of 2008, so the fact that I (still) can't access the item database or achievements or alts or any of the other advanced features I've tried to use sort of bothers me. Cuz they HAVE my money already. <img src="/eq2/images/smilies/97ada74b88049a6d50a6ed40898a03d7.gif" border="0" alt="SMILEY" width="15" height="15" /> And it's now been a hair over a week since I put in my service request/whine/complaint on the support site. <img src="/eq2/images/smilies/385970365b8ed7503b4294502a458efa.gif" border="0" alt="SMILEY" width="15" height="15" />

[Hellswrath]

Ok, I always agree with people posting issues with the website in this forum.  However, if a webteam member asks you for additional information and you don't give it, I have little sympathy.  You are probably not the only one needing a fix, so neglecting to post every detail you can when asked is only doing both you and them a disservice.Now, if you didn't realize Gninja was a SOE employee, I can understand the lack of posting details.  He does need a fix for his name.  <img src="/smilies/8a80c6485cd926be453217d59a84a888.gif" border="0" alt="SMILEY" />However, now would be a great time to provide those asked for details, and maybe even some other details to make troubleshooting and fixing the problem easier.

[DiatribeEQ]

This problem happens, regardless of what browser you use, ISP you use, time of day, lunar event, whatever.  I've seen wierd oddities happen where I could view someone else's achievements and their alts,  try to view my own and get denied, go back to the previous person where I could view some of their stuff, and then get DENIED and have the inability to view it.In essence, the system is acting as if we'd not paid for it and our accounts weren't flagged for that access, yet, at times we can semi-view some of random folks stuff, then get denied later on the same stuff.

[DiatribeEQ]

Another day & the problem is still day.  This is now....Day 9? I think.... still no official response to this.

[LuckyLuck]

<p>same problem here!</p><p>I have ordered all 5 options for 2,99$. but on seite with billing informations I receive a discount from 2,13$ ??? only pay 0,67$ . My next accounts to the 13.10 is for 8,97$ in it. Eq2Players Site with all features work fine after subscribe. Next day I only can access to the leaderboards.</p><p>Back an the order Page there is only 1 option chosen, I order again all features an get a discount of 2,68$ must only pay 0,21$. Back on eq2Players all is OK.</p><p>Right now i cannot check if all features work because i cannnot Access from this Computer.(computer side, not soe side)</p><p>Something is strange there</p><p><span style="font-size: xx-small;">sorry for Bad english <img src="/smilies/3b63d1616c5dfcf29f8a7a031aaa7cad.gif" border="0" alt="SMILEY" /></span></p>

[Galeden]

<p>Hmm seems like I am not the only one having an issue like this.  I have had the players bundle for a year or more, and suddenly got the message saying I need to sign up for the service for advanced profiles.  I looked at my account and suddenly only one of the 5 options was seleccted, looking back at my billing it stops saying I had the bundle last month, yet the charge was the same as with the bundle, so something is wrong with the billing too.</p>

[Obadiah]

<cite>Hellswrath@Blackburrow wrote:</cite><blockquote>Ok, I always agree with people posting issues with the website in this forum.  However, if a webteam member asks you for additional information and you don't give it, I have little sympathy.  You are probably not the only one needing a fix, so neglecting to post every detail you can when asked is only doing both you and them a disservice.Now, if you didn't realize Gninja was a SOE employee, I can understand the lack of posting details.  He does need a fix for his name.  <img src="/eq2/images/smilies/8a80c6485cd926be453217d59a84a888.gif" border="0" alt="SMILEY<img src="/smilies/8a80c6485cd926be453217d59a84a888.gif" border="0" alt="SMILEY" />" />However, now would be a great time to provide those asked for details, and maybe even some other details to make troubleshooting and fixing the problem easier.</blockquote>I still have no reason to believe Gninja is a SOE employee. I'm not saying he's not, I'm just saying I don't see anything to indicate that this is the case. Just registered 10/8 . . . 1 post . . . what the heck!?!? How did you know? Just because of the question he asked?The only question that was asked was the date it last occurred. Since it occurs for me every day - wait, hang on . . . . there we go . . . the last date it occurred was today. 10/12. <img src="/eq2/images/smilies/283a16da79f3aa23fe1025c96295f04f.gif" border="0" alt="SMILEY" width="15" height="15" />Now, I'm not the one that started the post, so maybe more details from me aren't what is being requested. But as of this day, just like every day before it when I attempt to view my achievement set-up, or that of another player, or attempt to view an item in the item database (such as my Buckler of the Howler which the website [still] errantly shows to proc when the target is healed) or attempt to view my alts, or attempt to engage in guild chat, I instead get the screen indicating that "You must have a subscription to EverQuest II Station Players [insert whatever I tried to access here] to access this page." and the picture of the greedy goblin that wants me to pay him more platz for the service. On the left-side of the screen, it shows me as logged in. Under my account information, under subscriptions, it shows that I have the Everquest II Station Players advanced features bundle and that it expires 6/18/08. I am currently using Internet Explorer 6.0, but the same symptoms occur regardless of the browser I use. It's really wacky. I *did* get a response, btw, the night of the 10th. It sounds like some people are seeing this same thing though, while others remain unaffected. So hopefully we can help them figure out where the "goofiness" lies.

[Niun01]

<cite>Galeden wrote:</cite><blockquote><p>Hmm seems like I am not the only one having an issue like this.  I have had the players bundle for a year or more, and suddenly got the message saying I need to sign up for the service for advanced profiles.  I looked at my account and suddenly only one of the 5 options was seleccted, looking back at my billing it stops saying I had the bundle last month, yet the charge was the same as with the bundle, so something is wrong with the billing too.</p></blockquote>Yup, I am having the exact same problem.

[SOE-Jabru]

<p>We are looking into this now.  As soon as I know more, I will update this thread.</p>

[Aluini]

<p>Is there any update on this?  </p><p>I am having the same issues as everyone above.  I think it has to do with a definition of services myself.  </p><p>For my <b>September</b> payment, it is defined as:</p><p>Station Access SubscriptionStation Access: EverQuest II Station Players Bundle Package (Standard)</p><p>For my <b>October</b> payment (billed the same exact amount)</p><p>Station Access SubscriptionEverQuest II Station Players</p><p>Jyni of Kithicor, lvl 70 conjurer</p>

[TaleraRis]

<cite>Jyni@Kithicor wrote:</cite><blockquote><p>Is there any update on this?  </p><p>I am having the same issues as everyone above.  I think it has to do with a definition of services myself.  </p><p>For my <b>September</b> payment, it is defined as:</p><p>Station Access SubscriptionStation Access: EverQuest II Station Players Bundle Package (Standard)</p><p>For my <b>October</b> payment (billed the same exact amount)</p><p>Station Access SubscriptionEverQuest II Station Players</p><p>Jyni of Kithicor, lvl 70 conjurer</p></blockquote>Mine has done something even weirder.  August: Station Access Subscription Station Access: EverQuest II Station Players Bundle Package (Standard) Station Access: EverQuest Station Players Game Data Access (Standard) Station Access: EverQuest Station Players Advanced Character Profiles (Standard)September: (billed same amount) Station Access Subscription Advanced Character Profiles Advanced Game Data EverQuest II Station PlayersAnd October mentions Station Players for both EverQuest and EverQuest 2, but only the base $.99 for the EverQuest 2 one.

[SOE-Jabru]

We have resolved the problem that was causing this issue - it should no longer be happening.  However, we have seen a few customers who ended up purchasing twice or three times in one month to try and resolve this.  Our DB Team is actively working on restoring the features to those who lost them, but you can call CS for more immediate action.

[Aluini]

<p>As of 9:30am Cst, 10/19, 2007, mine is still broke.</p>

[Lantis]

<cite>Kurgan@Everfrost wrote:</cite><blockquote><cite></cite>I still have no reason to believe Gninja is a SOE employee. I'm not saying he's not, I'm just saying I don't see anything to indicate that this is the case. Just registered 10/8 . . . 1 post . . . what the heck!?!? How did you know? Just because of the question he asked?</blockquote>We know because Gninja used to post under another account with a fairly similar name, which was flagged as a SOE employee.Anyway seems like his new account finally got flagged as a SOE employee now.

[Shadowtzer]

<cite>SOE-Jabru wrote:</cite><blockquote>We have resolved the problem that was causing this issue - it should no longer be happening.  However, we have seen a few customers who ended up purchasing twice or three times in one month to try and resolve this.  Our DB Team is actively working on restoring the features to those who lost them, but you can call CS for more immediate action.</blockquote>Not on my end of the situation. I am still being asked to upgrade. I have spoken to two different people on the phone about this and still not working. This is really frustrating since I use these features several times a day. I really don't feel like sitting on the phone on hold for 45 mins, wasting my cell mins to get this fixed or speed up the process. But if I have to, sheesh......grrrrr!!!!

[Choombatta]

<p>Still not working here either and I am not going to get charged to try and fix it again.</p><p>Will probably cancel the service completely if it is not resolved soon.</p>

[Zerebro]

Same problem here.I have a subscription for the advanced character profile for a pretty while, payment per month. But since this week I noticed (can have occured before, but dont use it daily) that when logged in I can't see the pages about Alts and Rankings of characters of players I'm 100% sure I saw in the past. I even asked them if they changed something, but they didn't.I still get the message:"You must have a subscription to EverQuest II Station Players Advanced Character Profiles to access this page."And I know for sure it is broken, since I can't even see MY OWN character's Alts-page, Ranking page.Please fix it before the end of the month, then I can still cancel the subscription.

[Paddyo]

<p>Same here.  September billing and all priors, station access bundle, and then in October still 2.99 but doesnt say bundle.  Account is flagged to bill me .99 on my next billing date, for advanced leaderboards.</p><p>I had a few chat sessions, getting it escalated twice and fixed (temporarily) once.  The last TSR to update my question tried telling me it was a cookie/browser issue, which sent me over the deepend.  After explaining that it would be difficult for my browser to store a cookie that showed me  being subscribed for one feature when I had never been subscribed to less than all of them, I finally got a response from a TSR who seemed to be aware of the issue and the fact it wasn't isolated.  I was given 4 days on my EQ2 monthly subscription to offset the 2.99, and told to please be patient while they got this fixed.</p><p> I haven't tried unsubscribing to advanced leaderboards, but, that's my intention. When its fixed, I'll buy the whole  bundle again.  I really hate not being able to to look a rankings and advanced profile information and checking up on people's alts!</p>

[Lasai]

<cite>SOE-Jabru wrote:</cite><blockquote>We have resolved the problem that was causing this issue - it should no longer be happening.  However, we have seen a few customers who ended up purchasing twice or three times in one month to try and resolve this.  Our DB Team is actively working on restoring the features to those who lost them, but you can call CS for more immediate action.</blockquote><p>As of 10-22 it is NOT fixed for me.  I am still getting the message that I need to "upgrade", in spite of my charge card already being billed for it on Sept 30.</p><p>also there is a descrepancy in billing text.  For months it has read</p><p>Everquest II advanced character profiles.</p><p>now it reads as</p><p>advanced character profiles</p>

[Oweemia]

Same here on 22/10, and no answer to ticket created about 7 days ago... when I can access it.

[Aludi]

I have the same issue, upgraded, could see the advanced char profiles for a day or two, went back - it says I need to upgrade. I checked my account subscription details, and it only had advanced leader board ticked (even though I had subscribed to the whole package) so just in case I had missclicked, I hit upgrade again and bought the whole bundle. Worked again for that day - when I went back again, bingo I suddenly need to upgrade again. Checked my account details, and I only have advanced leader board ticked on there again, and I *know* I upgraded to the bundle twice. Have now cancelled this, as I am an EU customer and everytime I create a transaction with them, my bank bill me £1.50, and I am not paying charges for something that is a fault with the billing system/EQ2 players <img src="/smilies/3b63d1616c5dfcf29f8a7a031aaa7cad.gif" border="0" alt="SMILEY" />

[Zerebro]

I put my 99 dollar cents (worth of the ACP) on it that it won't be solved before the end of the month.Who's gonna wager against that? <img src="/eq2/images/smilies/3b63d1616c5dfcf29f8a7a031aaa7cad.gif" border="0" alt="SMILEY<img src="/smilies/3b63d1616c5dfcf29f8a7a031aaa7cad.gif" border="0" alt="SMILEY" />" />Hmz, I see the problem:I paid on 3rd of October $18.77 (14.99+.99+VAT) for: EQ2 and Advanced Character Profiles (the Everquest II dropped off the Advanced Character Profiles).If I check now at subscription it says: Next Payment: <b>$14.99</b> plus applicable taxes (Scheduled For 11/2/07)So it seems that due to some sort of conversion it lost the ACP. It won't be taken into account BUT I DIDNT cancel it. I still want it.But.. it started a few days ago, that is quite a bit earlier than 2nd of November.So basically I'd like a refund of a => silly <= 45 cents if it isn't fixed before the 2nd of November.

[Alvane]

<cite>SOE-Jabru wrote:</cite><blockquote>We have resolved the problem that was causing this issue - it should no longer be happening.  However, we have seen a few customers who ended up purchasing twice or three times in one month to try and resolve this.  Our DB Team is actively working on restoring the features to those who lost them, but you can call CS for more immediate action.*/7</blockquote>I, also have the same difficulty. Have emailed them 4 times since 10-13-07. One of my emails mysteriously disappeared from my "service history" which shows the other 3 as not being resolved.I would at least expect an automated "we have received your email and are working on the problem" type notice. But to date - nada..... I'll give them to the end of the month to repair all the "damages" and to correct the account properly.After that, I'll start hounding them with phone calls and more emails. If satisfaction isn't forthcoming, I shall report them to the proper authorites for fraud.

[Zerebro]

Yeah, same feelings here about the unprofessional support at the revamped support site. I hoped there would be a better ticket system, but it is still as poor as before...

[Zerebro]

Grumble.. Stupid site. I asked another question, because the chat isn't working while it should (correct time, tried 2 browsers, etc).This is what you get when you already got a question open:<span style="font-size: xx-small;"><i>Your Question has NOT been SubmittedThank you for contacting Sony Online Entertainment Customer Support.We are currently working on another support request that you have recently submitted. We will be happy to address any new issues that you have encountered after the one we are working on is resolved. In the meantime, please review our Knowledge Base for topics that might cover the additional support request.You can update your existing support request by accessing the Service History tab, selecting the Questions sub-menu, double-clicking your open support request and selecting the "Update Incident" button.You can also close your service request should you no longer have a need for it by checking the box on the update question form. After closing the open service request, you will be able to submit a new request.Thank you for your patience while we work to resolve the matters at hand. We look forward to speaking with you in the near future.</i></span>Argh... And I doubt if I get any answer at all. Is this support?!

[Uumuuanu]

<p>Ditto to still having this problem.  None of the advanced features are working for me.</p>

[Alvane]

I think due to the San Diego fires going on, I'm going to give the staff a break about the problems with the advanced bundles we've all been chatting about.Obviously it is worse than many of us are thinking and is probably causing difficulties in their staff to repair the problems we've been reporting.At this point, I am going to take a "wait and see" type attitude for 2 weeks or 10 business days. By that time, there will be further (hopefully) communication on the part of SoE San Diego offices and their abilities to correct difficulties in support system.

[Choombatta]

<p>I would agree with you Cele, if it were not for the fact we have had this problem since long before the fires started in Cali.</p><p>I went ahead and cancelled my advanced options, have gotten used to not having access to them, may as well keep it that way now.</p><p>I would be alot more forgiving if it was not for the fact that everytime I tried to fix it, I would get additional charges on my credit card.</p>

[Zehl_Ice-Fire]

<p>I haven't been able to use webchat on any of my 3 accounts about the last month. I figured it was standard just broken for a while which has happened in the past, broken for months at a time. Today I looked in my account settings on one since it always says you don't have a sub to this or advanced profiles, which I know on this one account I had the full extras thing (2nd two accounts only have webchat). So this account, has only leader boards checked off. Something I could care less about, but I've been paying for it instead of what I originally signed up for. I changed it but it's not an instant thing, hopefully goes through eventually.</p><p>Everyone make sure and check your settings.</p>

[Zerebro]

Very odd of SOE that they were this sloppy about the extras on each account. I'm not being charged from next week and after that for having ACP. But I bet it happened also for accounts with all the extra features.With this untested conversion of their new account website, something must have gone wrong. Stupid of them, since I won't take it anymore now. Already used to not having it <img src="/smilies/69934afc394145350659cd7add244ca9.gif" border="0" alt="SMILEY" />PS: The new Station Access website STINKS! Did you try to add only the Advanced Character Profile? It's almost like a real quest in-game of EQ2! <img src="/smilies/3b63d1616c5dfcf29f8a7a031aaa7cad.gif" border="0" alt="SMILEY" /> All they want you to is buy that total access thing that is WAY too expensive.And again that site was never tested. Try to access FAQ from <a href="http://station-access.station.sony.com/." target="_blank" rel="nofollow">http://station-access.station.sony.com/.</a> In Firefox you get only text, mwuhahaha!

[SOE-Jabru]

I apologize, the fires last week had us out of the office.  We are working on resolution for the customers that are effected, and I will update this thread soon with more details.

[Zha]

<p><span style="font-size: x-small;font-family: arial,helvetica,sans-serif;">I'd like to add my name to the list of people who have payed for eq2players advanced features and keep getting told we need to subscribe to use these features.</span></p><p><span style="font-size: x-small;">I've had this problem since the beginning of October and did chat to a very nice CSR that tried to help me, but the features are still not available to me.</span></p>

[Dro]

I'd tell you guys just to contact customer support and get a refund for the services you are paying for but not being provided.... but if my experience is any measure of normality at SOE this will require 3 weeks of email, phone calls and frustration. Took me contacting a Customer Service Manager to get it resolved. EQ2Player.com services are (a) not distributed in a reliable manner, (b) contain incorrect information about game objects and mechanics, and (c) have some of the worse customer support I've ever experienced. Save yourself the hassle and cancel now.

[SatrarisII]

<p>Interesting reading these posts !  Have been paying and getting the advanced character and leadboard option for months. In late September I decided to take a look at the full package and signed up for all the features. Work kept me away from EQ2 for a couple of weeks and when I got back I checked my account and found that Sony had faithfully billed me for the requested upgrade. Then I logged into E2Players and got the dreaded you need to sign up for this option message. Not realizing that others were having the same problem, I checked off and on for the next to week and when there was no change, nor mention of the problem in the Top KNown Issues reports, I opened and email request on the 18th of November.  After several updates on my part, TSR Kevin responded and said that my request was being sent to the appropriate group (didn't mention what group). Another two weeks went by with several more updates from me to Sony with additional information to try to help find and fix the problem. On the 29th I opened another ticket and have yet to get any response from Sony on that ticket. All along I was also trying to call the phone support number in San Diego. Each time I gave up after 15 - 20 minutes of recorded messages. AND I was trying to get thru on the ONLINE Chat option but running into Certificate Errors. Today a message finally popped up indicating that another site was using the Certificate that was used by Sony. A bit of research lead me to UTL-DATACorp SEC. After I deleted the conflicting certificate I was finally able to pull up the Chat Session window. Logged in, was 3rd in the queue. 45 minutes later TSR Robin came online. After about 15 minutes of discussion she mentioned in passing that there was some issue with Players but she didn't have any more info and "specifically, what do you want me to do". She also offered me two days credit for the at least four weeks of lost service. I was overcome with gratitude. Not really. Finally after of over 20 minutes of spinning our wheels she said she'd refer my request to Level 2 support and they would respond to my email address. Since my son's account works perfectly fine accessing the Advanced Options on his computer and both of mine, I've got to believe the problem is on Sony's side of network and that I started when the updates for the new release started getting pumped out. TSR Kevin thanked me for my patience.   <img src="http://forums.station.sony.com/eq2/images/smilies/9d71f0541cff0a302a0309c5079e8dee.gif" border="0" alt="SMILEY" width="15" height="15" /></p><p> Good news to report after three weeks of pleading for help.  2nd Lvl TSR Dennis G. found and fixed the problem that was driving me up a wall. Didn't say exactly what the problem was but he fixed it and I'm back up and running. Only outstanding problem that I have for SOE is will there be any credit for the month's worth of service that I paid for but didn't get. Since I pay my bills monthly it will be interesting to see if SOE has the same integrity in their accounting department <img src="/eq2/images/smilies/3b63d1616c5dfcf29f8a7a031aaa7cad.gif" border="0" alt="SMILEY<img src="/smilies/3b63d1616c5dfcf29f8a7a031aaa7cad.gif" border="0" alt="SMILEY" />" width="15" height="15" />  Hopefully all of the above who reported this problem will have had their accounts fixed as well... </p>