Splitpaw again again

[cyberklad]

<div><span><a href="../user/profile.m?user_id=545410"><strong><span style="color: #ff0000;">TSR-JoshuaM</span></strong></a></span> <img src="../images/icons/soe.gif" border="0" /> Wrote.</div><p>I understand you might find it hard to believe but I still can't do anything but lay out the facts for you.  I apologize once again for the issues you are experiencing but these are not server side issues and we are doing everything we can to help resolve it.  If you are continuing to have these issues I would highly suggest opening a support ticket with our network test included so that we can properly track and monitor the situation.  I will be locking up this thread and ask that you contact our support staff if you are also experiencing these issues.</p><p>If that is your facts you have a very odd view of the world. Since half of splitpaw have theese issues. And those users are located troughout most of the world. And they belong to very many diffrent isp's and even diffrent global suppliers. Well the only common link between all those connections lies with the connections inside te datacentre that houses the splitpaw server. Or the link that that datacentre uses to connect to the rest of the world. Since we all are experiencing packet loss It's one of those connections. most likely either a switch or a router that has the hickups. If this is not any concern of soe's since it's outside the server itselfe you have a very odd view of what is a good service.  If we can't raid because of 5 secconds of lag and the Soe version of the facts of the world is that this is outside of your servers.</p><p>Well that is just disrespectful of your paying customers.  I would suggest that the 50% of splitpaw and the other servers that are experiencing this problem should start canceling ouer accounts if the tune from soe support doesn't start to change.  I know that I will be killing my account if this problem isn't taken seriously.</p>

[Dragoneyes]

<p><cite>cyberklad wrote:</cite></p><blockquote><div><span><a href="../user/profile.m?user_id=545410"><strong><span style="color: #ff0000;">TSR-JoshuaM</span></strong></a></span> <img src="../images/icons/soe.gif" border="0" /> Wrote.</div><p>I understand you might find it hard to believe but I still can't do anything but lay out the facts for you.  I apologize once again for the issues you are experiencing but these are not server side issues and we are doing everything we can to help resolve it.  If you are continuing to have these issues I would highly suggest opening a support ticket with our network test included so that we can properly track and monitor the situation.  I will be locking up this thread and ask that you contact our support staff if you are also experiencing these issues.</p><p>If that is your facts you have a very odd view of the world. Since half of splitpaw have theese issues. And those users are located troughout most of the world. And they belong to very many diffrent isp's and even diffrent global suppliers. Well the only common link between all those connections lies with the connections inside te datacentre that houses the splitpaw server. Or the link that that datacentre uses to connect to the rest of the world. Since we all are experiencing packet loss It's one of those connections. most likely either a switch or a router that has the hickups. If this is not any concern of soe's since it's outside the server itselfe you have a very odd view of what is a good service.  If we can't raid because of 5 secconds of lag and the Soe version of the facts of the world is that this is outside of your servers.</p><p>Well that is just disrespectful of your paying customers.  I would suggest that the 50% og splitpaw and the other servers that are experiencing this problem should start canceling ouer accounts if the tune from soe support doesn't start to change.  I know that I will be killing my account if this problem isn't taken seriously.</p></blockquote><p>TBH hes not saying its not there fault or they are not doing anything all he is saying is its not server side,but it can be various issues that cause this lag and one of them is routing or even an ISP changing ports which then makes it think that the gaming traffic is P2P and then switches on traffic management.</p><p>All this actually happened in Rift and Trion did sort it out even tho they admit they caused the issue in the first place by changing ports at the last miniute,but they asked everyone to contact there support staff and it all got sorted and it wasn't just virgin,bt ect ect it was the whole EU and US ISP's they talked to and worked everything out. </p><p>So ok its not great but do what he asks and maybe just maybe it will get sorted.</p><p>DE</p>

[EvilAstroboy]

<p><cite>Dragoneyes@Splitpaw wrote:</cite></p><blockquote><p>TBH hes not saying its not there fault or they are not doing anything all he is saying is its not server side,but it can be various issues that cause this lag and one of them is routing or even an ISP changing ports which then makes it think that the gaming traffic is P2P and then switches on traffic management.</p><p>All this actually happened in Rift and Trion did sort it out even tho they admit they caused the issue in the first place by changing ports at the last miniute,but they asked everyone to contact there support staff and it all got sorted and it wasn't just virgin,bt ect ect it was the whole EU and US ISP's they talked to and worked everything out. </p><p>So ok its not great but do what he asks and maybe just maybe it will get sorted.</p><p>DE</p></blockquote><p>How would you explain that I can raid just fine on Unrest, but not on Splitpaw? Its my ISP? I dont think so. Also everyone worldwide has ISP issues all at the same time? A bit convenient thanks. Lets face it, its SoEs problem, and if its not fixed it will just hasten the efflux of players to other games. This is just terrible customer support over a very serious issue.</p>

[GenJeb]

<p>I too am able to raid no problem on Unrest but Splitpaw is unplayable-5 or so second lag on everything</p>

[Kinya]

<p>What TSR-Joshua is saying is that it is an issue of data center in Amsterdam not server. Company hosting Splitapw has to deal with it and as they have thousands of servers of difrent clients I think it can take some time. You can <a href="http://www.zdnet.co.uk/blogs/mapping-babel-10017967/juniper-fail-seen-as-culprit-in-site-outages-10024743/" target="_blank">simply google that info</a>. It's not only EQ2 who has problems. And it's not ISP fault as well.</p><p>I know it's strange, as we got used to blaming SOE for everything <img src="/eq2/images/smilies/283a16da79f3aa23fe1025c96295f04f.gif" border="0" /></p><p>The only thing I hope SoE is doing, is to monitoring situation and making sure Level3 will update Splitpaw server as soon as possible not as the last one in a bunch.</p><p>Please please TSR-Joshua keep us, players of Splitpaw, informed. Some players are so much annoyed by this lag they don't log to game from Monday...</p>

[Zergosch]

<p>Hello from Valor,</p><p>Well good to here somethings going on, but didnt explain the problem we get. As most of my raid got heavy lags, but i´m just fine.... if i could get a ip to track down from diffrent location, diffrent isps from my members, i would try to feed some facts to the support. But sadly,didnt get any response by now.</p><p>regads</p><p>Zergosch</p>

[Cordy]

<p>It surely can not be ISP's where the problem lies, as there are people I know who are playing the game in the same household, one of them has severe lag while the other doesnt.  Plus the fact as already stated the problem is happening to players from different countries who use different ISP's.</p><p>I have no idea what the problem could be, I have the technical know how of a Barbie doll.  It may well be that the problem isnt originating from SOE, but it feels like it is as they are the common denominator in this, and perhaps the issue lies with the way they connect with ISP's.  I have no clue....</p>

[Svulst]

<p>One would think there would be SLA's against these things since as of right now SoE basically been unable to provide its services to their EU customer base for what? Almost a full week soon?</p><p>Sure, every player is not effected but since raids and even groups gets canceled it indirectly affects everyone one way or another.</p><p>Happy days <img src="/eq2/images/smilies/e8a506dc4ad763aca51bec4ca7dc8560.gif" border="0" /></p>

[Dragoneyes]

<p><cite>Daedrassil@Splitpaw wrote:</cite></p><blockquote><p><cite>Dragoneyes@Splitpaw wrote:</cite></p><blockquote><p>TBH hes not saying its not there fault or they are not doing anything all he is saying is its not server side,but it can be various issues that cause this lag and one of them is routing or even an ISP changing ports which then makes it think that the gaming traffic is P2P and then switches on traffic management.</p><p>All this actually happened in Rift and Trion did sort it out even tho they admit they caused the issue in the first place by changing ports at the last miniute,but they asked everyone to contact there support staff and it all got sorted and it wasn't just virgin,bt ect ect it was the whole EU and US ISP's they talked to and worked everything out. </p><p>So ok its not great but do what he asks and maybe just maybe it will get sorted.</p><p>DE</p></blockquote><p>How would you explain that I can raid just fine on Unrest, but not on Splitpaw? Its my ISP? I dont think so. Also everyone worldwide has ISP issues all at the same time? A bit convenient thanks. Lets face it, its SoEs problem, and if its not fixed it will just hasten the efflux of players to other games. This is just terrible customer support over a very serious issue.</p></blockquote><p>Routing perhaps since splitpaw in based in the EU and Unrest in states so they would take totaly different routes.</p><p>Also I used to get lag on splitpaw since I moved there 4 1/2 years ago than I did when I was on crushbone,my girlfired had the opposite so go figure and she lived in holland while I lived in the UK,but now I have 0 lag either playing on a eu/usa server.</p><p>My girlfirend raided last night and had no lag issues while others had so to me if it was the server everyone would have the issue. </p><p>As I have said this happened exactly the same in Rift and lot of it was down to ISP's changing routing and in some cases ports as well.</p><p>Long as you guys keep submitting the tickets as they asked something will get done..../shrugs</p>

[On3iron]

<p>His arrogance is actually so great that he locks a thread down because he can't answer our questions. So lets see if I get this straight... you are now going to ignore the problem and hope someone else fixes it for you? Great customer service, you have really reached a new low.</p>

[Arynai]

<p>I understand that tracking a problem like this can be very tricky. (Especially if, as it might well be, there are several distinct problems.)</p><p>All I'm looking for is a bit more communication:- a update, say, once a day without having to ask for it ("problem remains" / "problem is hopefully now solved" / "we don't know if the problem still remains")- if it's outside the company's direct control, it would be helpful to know if they've tried to contact this outside entity and, say, if they haven't replied yet / are tracking it / have found the problem and are trying to fix it (I don't need to know who the entity is or what the suspected issue is, just whether there is an ETA)</p><p>I'm not losing my sleep over not raiding, problem is the lag doesn't manifest for most of our guild until we actually try and pull a raid encounter. So as it stands we're logging in in the evening, form the raid, try to pull something, and then give up 15 minutes later. If we knew whether the issue is still there we could make other plans.</p>

[Monfar]

<p>Exactly what Arynai is saying , the lag/delays don't start untill you start pulling mobs.</p><p>Everything is fine up to the point we start pulling raid mobs(dunno about heroic fights).</p><p>After a mob is dead or the raid is canceled everything turns back to normal.</p><p>And my ping never changes..</p><p>The same thing we had to live with the months between the server merge and hardware upgrades with the only difference that its even worse this time.</p>

[TSR-JoshuaM]

<p>This is what needs to be understood.</p><p>The support forums are for troubleshooting and discussion ON troubleshooting.  This is not an issue that I can send you instructions for and we can work out together.  That is the entire and only point behind locking these threads.  Technical Support cannot provide further assistance to resolve the issue and as such my involvement beyond reporting and cataloging has been satisfied.</p><p>This is not an issue that 'we don't know' what is wrong.  We know, but there is very little we can directly affect.  This has to be a joint effort, one that SOE is choosing to be involved with as the issue exists outside of our own systems, and that takes time.  How much time is to be determined and we will let you all know when we have solid, factual, information to provide.  </p><p>And yes, that means I do have to lock this one as well.</p>

[Sir MadDog]

<p><cite>Ludavar@Splitpaw wrote:</cite></p><blockquote><p>Exactly what Arynai is saying , the lag/delays don't start untill you start pulling mobs.</p><p>Everything is fine up to the point we start pulling raid mobs(dunno about heroic fights).</p><p>After a mob is dead or the raid is canceled everything turns back to normal.</p><p>And my ping never changes..</p><p>The same thing we had to live with the months between the server merge and hardware upgrades with the only difference that its even worse this time.</p></blockquote><p>Same...word for word.</p>

[TSR-JoshuaM]

<p><cite>Arynai@Splitpaw wrote:</cite></p><blockquote><p>I understand that tracking a problem like this can be very tricky. (Especially if, as it might well be, there are several distinct problems.)</p><p>All I'm looking for is a bit more communication:- a update, say, once a day without having to ask for it ("problem remains" / "problem is hopefully now solved" / "we don't know if the problem still remains")- if it's outside the company's direct control, it would be helpful to know if they've tried to contact this outside entity and, say, if they haven't replied yet / are tracking it / have found the problem and are trying to fix it (I don't need to know who the entity is or what the suspected issue is, just whether there is an ETA)</p><p>I'm not losing my sleep over not raiding, problem is the lag doesn't manifest for most of our guild until we actually try and pull a raid encounter. So as it stands we're logging in in the evening, form the raid, try to pull something, and then give up 15 minutes later. If we knew whether the issue is still there we could make other plans.</p></blockquote><p>I can do both for you.</p><p>I'll provide daily updates for the entire forum.  All I ask on this is that you understand I do not work a solid 9-5 every day so these updates might not happen at the same time each day.</p><p>Second, we have done our due diligence in contacting the 3rd parties involved to work towards resolving this issue.  It is something that SOE has absolutely no direct control over but we are doing everything we can to push this along as quickly as possible.</p>