"Unable to connect to game server. Please make sure you have a valid internet connection."

Daedalos

Daedalos wrote: »

AlphaNicole wrote: »

Daedalos wrote: »

I've been having the same issues PLUS missing over 100k worth of items when I can get on. I've got 3 tickets active for various issues and I'm getting the most god awful, generic replies when I submit tickets, then being ignored for over 24 hours minimum, still no reply. I was on hold with Zenimax online for over an hour last night then they just hung up on me, after some messed up noises were made. They are treating us like garbage and could seemingly care less that we are being severely inconvenienced. I am missing ever single Mustic I've ever farmed since launch and the height of my interaction with them has been them laughing at me and hanging up after an hour on hold. Also they are blocking any tweets that have to do with this issue. This is deplorable customer care.

They have a phone number to contact? And you managed to get in touch with someone?

Yes the number is 1 (855) 296-3170

I don't think you can actually speak to someone at this number. It plays a looped message that just says "don't want to wait on hold, just go online or request a callback" problem is that they give you no option to request a call back and online option just loops you into the cyst support page, which if you do submit a ticket, it will only get an auto response that attempts to pretend your issue has been resolved by providing generic information and links to ineffective fix options. If you do stay on hold long enough they will just hang up on you.

namelessone

instead of complaining about when they responded, shouldnt we be happy they actually did respond?

Daedalos

namelessone wrote: »

instead of complaining about when they responded, shouldnt we be happy they actually did respond?

I have 3 tickets outstanding that haven't been responded to by an actual person yet. The first of those tickets (on separate issues) was filed at 11:30 PM EST on Thursday evening. It's going on 38 hours!!! Aside from not even being able to play, I'm missing 63 Mustics that are valued over 2k a piece and I haven't even been acknowledged! Did I mention I pay them 15 bucks a month!!

arowz

Narrowing down the disconnect issue. It seems to only happen when I try to change zones/go in and out of a delve. Using wayshrines doesn't seem to disconnect me. Once disconnected, I get back on after 5-10 tries.

namelessone

Daedalos wrote: »

namelessone wrote: »

instead of complaining about when they responded, shouldnt we be happy they actually did respond?

I have 3 tickets outstanding that haven't been responded to by an actual person yet. The first of those tickets (on separate issues) was filed at 11:30 PM EST on Thursday evening. It's going on 38 hours!!! Aside from not even being able to play, I'm missing 63 Mustics that are valued over 2k a piece and I haven't even been acknowledged! Did I mention I pay them 15 bucks a month!!

I wasnt singling you out. Im just saying in general. Some companies will leave you in complete limbo with no update until after the fact.

Daedalos

namelessone wrote: »

Daedalos wrote: »

namelessone wrote: »

instead of complaining about when they responded, shouldnt we be happy they actually did respond?

I have 3 tickets outstanding that haven't been responded to by an actual person yet. The first of those tickets (on separate issues) was filed at 11:30 PM EST on Thursday evening. It's going on 38 hours!!! Aside from not even being able to play, I'm missing 63 Mustics that are valued over 2k a piece and I haven't even been acknowledged! Did I mention I pay them 15 bucks a month!!

I wasnt singling you out. Im just saying in general. Some companies will leave you in complete limbo with no update until after the fact.

I apologize if I came off as abrasive, I'm just frustrated and my weekend is now shot. Being ignored just feels really crappy

Sithgear75

namelessone wrote: »

instead of complaining about when they responded, shouldnt we be happy they actually did respond?

I'm never happy with mediocrity, especially if it's a service I'm paying for. I'll just quote myself:

The ZOS tech support/community rep to consumer interaction needs some help. Your response, 15 hours later, is the first one we got. Thanks for the reply, but the time it took is unacceptable. I tried calling customer service, interacting via Twitter, and still have yet to get a reply to my support ticket other than the terrible canned response.

KayleeSeranada

arowz wrote: »

Narrowing down the disconnect issue. It seems to only happen when I try to change zones/go in and out of a delve. Using wayshrines doesn't seem to disconnect me. Once disconnected, I get back on after 5-10 tries.

I can tell when I'm disconnecting because I can't use abilities. Strangely, I can still mount/dismount, and can even fast travel to the guy who I'm grouped up with. Fast traveling to him delayed my disconnect for about 15 more seconds, but then it came right back again. I can also reconnect immediately.

sqootchimari

this is weird. I can't get on my main which is EP, and an alt that is EP, haven't played the alt since console release... but I can get on an alt for AD which I created like over a month ago but haven't played.

acw37162

8/8 - 8/9/15

Unable to login message........

PS4
U.S. Sever
Have played since console launch with no issues
I have been able to log into one of my characters but not another
I am logged out with the same error message at the a loading screen usually
I don't have any characters on another sever

trezomnar

I wonder, is it alliance related? I'm on EP and I'm having issues...is anyone having issues in a different alliance?

Tyler017

PS4
North America
I have been able to play perfectly fine until last night
After about 2 hours of trying to log in and out I was able to but now I cannot log in again
I am seeing the message during my log in attempt
I don't have characters on any other server.

PurifedBladez

trezomnar wrote: »

I wonder, is it alliance related? I'm on EP and I'm having issues...is anyone having issues in a different alliance?

Yeah man.

MagicalSociety

trezomnar wrote: »

I wonder, is it alliance related? I'm on EP and I'm having issues...is anyone having issues in a different alliance?

Aldmeri Dominion PS4 NA - Exact same issue

SupremePeople

Started happening after I finished Aldmeri Dominion and started on Ebonheart Pact, Cadwels Silver.. Xbox 1 NA. Server

Sithgear75

trezomnar wrote: »

I wonder, is it alliance related? I'm on EP and I'm having issues...is anyone having issues in a different alliance?

DC here.

It's their North American console servers, not alliance related. Something happened around 8-9 PM EST yesterday with their servers, router, node...something that makes it so a large portion of people cannot log into the servers. I can log into the EU server just fine. I am curious if their tech support has brainstormed with level3 Communucations, as they provide a major part of telecommunications service throughout the U.S.

Route
- #1: 1.6 ms
IP Address: <my IP address>

- #2: 9.8 ms
IP Address: 96.120.21.205
AS Number: AS7922
AS Name: Comcast Cable Communications, Inc.
Country Name: United States
Country Code: US

- #3: 9.6 ms
IP Address: 68.86.170.1
Hostname: te-0-0-0-14-sur02.chaffee.fl.jacksvil.comcast.net
AS Number: AS7922
AS Name: Comcast Cable Communications, Inc.
Country Name: United States
Country Code: US

- #4: 11.2 ms
IP Address: 68.87.164.253
Hostname: te-0-0-0-6-ar02.southside.fl.jacksvil.comcast.net
AS Number: AS7922
AS Name: Comcast Cable Communications, Inc.
Country Name: United States
Country Code: US

- #5: 20.9 ms
IP Address: 68.86.95.45
Hostname: be-33489-cr01.miami.fl.ibone.comcast.net
AS Number: AS7922
AS Name: Comcast Cable Communications, Inc.
Country Name: United States
Country Code: US

- #6: 19.4 ms
IP Address: 4.68.127.205
Hostname: ae12.edge2.miami1.level3.net
AS Number: AS3356
AS Name: Level 3 Communications, Inc.
Country Name: United States
Country Code: US

- #7: N/A

- #8: N/A

- #9: 126.2 ms
IP Address: 212.162.9.150
AS Number: AS3356
AS Name: Level 3 Communications, Inc.
Country Name: Germany
Country Code: DE
Time Zone: Europe/Berlin
Region: Hesse
City: Frankfurt am Main
Latitude: 50.137
Longitude: 8.606

- #10: 125.7 ms
IP Address: 195.122.154.3
AS Number: AS202167
AS Name: ZeniMax Germany GmbH
Country Name: United Kingdom
Country Code: GB
Time Zone: Europe/London

- #11: 125.2 ms
IP Address: 159.100.230.100
AS Number: AS202167
AS Name: ZeniMax Germany GmbH
Country Name: United States
Country Code: US

kgortner

Same Issue since last night around 8 or 9 EST (Florida). It seems to have happened right when I finished Cadwell Silver. Right after completing the quest to save Emeric in Bangkorai, I was stuck in the Hall of Heroes, getting disconnected everytime I tried to exit (yes I tried every single method of teleportation, as well as simply just walking out).

Next day after turning off the PS4 completely, still same probelms with connectivity. Just here and there I am able to log onto certain toons (others it DCs on character login), just to shortly be DC'd by any type of screen load.

arowz

I am officially stuck in Auridon. When I finally get to log in, I can do anything in the normal world. If I go to change zones I get the boot and spend 20 minutes logging back in. Can't go to a delve, a quest instance or travel to another player outside of Auridon. Been like this for 3 hours.

sqootchimari

Same thing here, arowz. I just tried to go to the little island for AD and I got DC'd. But I can log back in and play in Auridon, but if changing zones, bam, disconnect. Just like everyone is reporting. Its just weird it won't let people on their mains to be stuck where they last were.

jzholloway

Ebonheart Pact - same time last night still bad today. Ironically, all my friends west of the Mississippi are unaffected.

Sithgear75

The weird thing is, I have a lot of friends playing. I also have a lot that are still unable to log in as well. Might be a level3 Communications mess up. I didn't have info on ZeniMax that the person I talked to from level3 needed to check into nodes, hopefully ZOS tech support can figure the crap out.

b-Leezy

PS4
North America
AT&T
I have been able to play perfectly fine until last night
I see the message during my log in attempt
- "Unable to connect to game server. Please make sure you have a valid internet connection."
On the rare chance that I do get into the game, I'm unable to get into any dungeons, quests, any zones that require loading. By that, I mean - whenever the zone is loading it will say this is taking longer than usual before it times out and I'm back to logging in.
I'm stuck on the small island of betnikh aka BORED.

ZENIMAX, help me !?


- Are there any users having no problems at all?
- Is there a reason for this poor connectivity?
- Can we expect like connectivity with similar durations in the upcoming expansion.
- I'd like an explanation for the current status

theantiangel

I'd like to echo many before me:

Thursday night all was fine.
Friday night (around 6-12) I tried off and on but I couldn't even get to the character load screen.
Saturday I'm having to reset the app 4-5 times to get to character screen, and now I can add "disconnected trying to load the Endless Stair (before that, once I got to the character screen it loaded quickly, I've crashed SIX TIMES just trying to complete two parts of the ending mission!)

So...I'll add my voice to the masses of "please help! I want to play!"

I'm on North America server and either getting the basic "no network available" message or just staring at the Loading screen with the spinning icon.

RogerMasseyb14_ESO

After 2 phone calls and 3 tickets I have been told again to check my internet settings. Look if I can talk on VOX and use the internet to make a ticket and place calls to your company I am certain that all my settings are correct.

This is what happened when I was booted.

Took guild invite from another player. Game crashed. spent 59 min on hold at 11:10EST was told to add port forwarding was able to log in but can't leave zone or housing. Game crashes each time I try to leave.

I have changed everything you ask.

At this point I have been faced with 2 dilemmas since the launch and relaunch. I bought collectors edition the first time and learned. Plus I'm told my character can't be ported fine. Now I can't even play the game again. More software and server issues. Not a great streak for Zenimax/Bethesda. Throw us a bone. Tell us a time frame. A day, week, month? Lead staff should have a plan of action?

tiffmo119

All day I have been unable to connect to game server.. it's not on my end because the one time I got in
I was kicked within 5 mins. Please fix this

Daedalos

RogerMasseyb14_ESO wrote: »

After 2 phone calls and 3 tickets I have been told again to check my internet settings. Look if I can talk on VOX and use the internet to make a ticket and place calls to your company I am certain that all my settings are correct.

This is what happened when I was booted.

Took guild invite from another player. Game crashed. spent 59 min on hold at 11:10EST was told to add port forwarding was able to log in but can't leave zone or housing. Game crashes each time I try to leave.

I have changed everything you ask.

At this point I have been faced with 2 dilemmas since the launch and relaunch. I bought collectors edition the first time and learned. Plus I'm told my character can't be ported fine. Now I can't even play the game again. More software and server issues. Not a great streak for Zenimax/Bethesda. Throw us a bone. Tell us a time frame. A day, week, month? Lead staff should have a plan of action?

Which phone number did you use?

Mehten

ZOS_TristanK wrote: »

Thanks for the reports, folks! We wanted to ask a few questions. Those who are seeing "Unable to connect to game server. Please make sure you have a valid internet connection."

1. What platform are you on?
2. What server are you logging into?
3. Have you been able to play before?
4. Were you able to play after seeing this error?
5. Are you getting kicked from the game with this message or seeing it upon your login attempt?
6. Are you able to successfully log in on a different server?

We know this is a lot of information, but we appreciate your assistance!

1. PS4
2. NA
3. Yes - error started happeinng last night
4. I successfully logged in once, played for 10 minutes, then it kicked me off and displayed the same message.
5. Seeing it when I log in.
6. Yes, I can log in to EU.

Shadowknitesub17_ESO

1. PS4
2. NA
3. Yes - Error started yesterday
4. I was able to log into my main once out of 5 tries and could not leave the zone I was in or I would get kicked.
5. I do see the message when I log in 4 out of the 5 tries
6. I am able to log into EU server.

sqootchimari

1) PS4
2) PS4 - NA
3) Flawlessly until last evening, 9PMish, doing a quest that opens a portal back to the main area and got booted repeatedly. Tried again at 10am this morning, same thing. Am able to get on one alt, but as soon as you try to load a different area, you get DC'd.
4) Cannot get on to main character which is the one I was on last night that started this. Can get on one alt on NA server but cannot leave the area
5) see it upon log in attempt on main character and one alt. get message on a second alt after logging into the game and trying to change areas
6) Having flawless game play on EU PS4 server.

Brightxdawn

Having this problem all morning. Really *** sucks. Hope this issue can be resolved.