Virgin Media Regular Disconnects

Armaitus · July 2015

For the last 10 days I get disconnected from the EU server on an almost hourly basis.

On investigation, every member of my PvE guild that use Virgin also get kicked.

The connection is always stable at the time and we get to log right back into the game.

The Virgin media forums have folk posting about this as do these forums.

Is anyone at Zenimax looking into this?

It is very difficult to play, I've found myself going back to Destiny and neverwinter for uninterrupted play - Virgin appears to be fine with those games.

Zahne · July 2015

I am on virgin and I haven't had any problems this week

Armaitus · July 2015

That's good to hear Zahne, it could be an issue with the EU Server I guess.

I just spoke with Virgin and their advice was to move to another ISP, it isn't their problem

So my choices are, move ISPs or stop playing ESO or live with it until the responsible party fixes the issue.

xlgryphonlx · July 2015

I'm on Virgin just got back from holiday and m8 who played while I was away said the connection wont hold. Been on for a couple of hours now and been disconnected 15 times wtf is going on with this game.

Armaitus · July 2015

I'm averaging 90 minutes between disconnects.

Armaitus · July 2015

So ESO support had me check the usual and have redirected me to Xbox support. There's nothing wrong with my Xbox.

It may be time to cancel the ESO plus and move onto a different game. Disconnects mid group delve are crippling and nothing appears wrong with my internet connection per se. I have a solid connection throughout, tests show that BUT something boots me from the EU megaserver regularly.

Virgin say there's no problem. ESO support says there's no problem. Xbox tests show there is no problem. Customer experience shows disconnects from the EU megaservers every half hour give or take 10 minutes.

Armaitus · July 2015

I just received the following from ESO support... Time for a new router then

Greetings,

Thank you for updating me on the status of the issue you are encountering.

We have started to receive reports that players of games which require a persistent internet connection for long periods of time (30+ minutes uninturrupted), as is the case with ESO, are periodically losing their connection briefly on specific router models. Players are reporting that the connection is fine, but after 30 minutes or so, a brief hiccup will cause the connection to drop outright.

This issue appears to mostly be affecting the SuperHub 2 router after updating the firmware version V2.01.03, which is currently being deployed to more and more areas, although there is some indication that other models may be affected, including other SuperHub models and the Netgear VEGN2610. This Firmware update would have been an automatic update.

We are currently investigating this issue to see if there is anything that we can do from our end, but for now, the only known workarounds seem to be to either bypass the router functionality of the hardware entirely by placing the unit in Modem Mode, and just use it as a modem, or to contact your ISP to discuss options to revert to an older Firmware version.

If you are experiencing this issue on any setup other than SuperHub 2 on Firmware 2.01.03, please let us know the following:

Internet Service Provider:

Country:

City/Region:

Router Manufacturer:

Router Model Number:

Router Firmware Version:

Approximate date the issue began occurring:

Armaitus · August 2015

A few days ago I had a message from Virgin confirming that they had a large number of similar issues reported and were investigating.

Their forums are full of ESO and WoW (and other MMO) players that are encountering the same disconnection issue.

I have now shelled out and bought a stand alone router and switched my superhub2 to Modem Only mode.

I enjoyed over 3 hours of uninterrupted gameplay last night

Now to pursue Virgin for some kind of compo for loss of service, ASUS routers don't pay for themselves you know...

Vampire-Mk2 · August 2015

I had no clue your ISP could effect individual games. Are you using wireless or a wired connection?