The Elder Scrolls Online

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Disconnections, rubber banding, high latency spikes, and my tech support ticket # 180910-002528....

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gamer559
gamer559
✭✭✭
Wanting to know why my support ticket has been unanswered after being escalated on 09/12/2018 09:17 PM. This is ridiculous that it has gone unanswered for FOUR DAYS now. Your tech support team keeps referring me over to my ISP saying how my disconnection issues, rubber banding, and high latency spikes are the result of my ISP doing something when the truth is my ISP is doing nothing wrong and my issues are only happening when I play ESO. This is completely unacceptable.
  • ZOS_Bill
    ZOS_Bill
    admin
    @gamer559

    Please check your inbox for details on your ticket #180910-002528.
    The Elder Scrolls Online: Tamriel Unlimited - ZeniMax Online Studios
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    Staff Post
  • gamer559
    gamer559
    ✭✭✭
    @ZOS_GinaBruno @ZOS_KaiSchober @ZOS_JessicaFolsom @ZOS_BillE @ZOS_GaryA

    This is completely unacceptable. My game has been screwing up and is unplayable for a while now. After being escalated to the tier of support it is in now on 9/12/18 it is still unanswered. If you count the days since my last update to the ticket where I explained how I've even turned my graphics down to the minimum for everything, it has been three days unanswered. This is utter bull that my ticket is just waiting there unanswered for so long.
  • craftycarper73
    craftycarper73
    ✭✭✭✭✭
    They dont give a flying hairy rats backside.
    Born, Bred & Made in Manchester UK, RIP 22 Angels. 22/05/2017

    PC-EU

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  • Justmee
    Justmee
    ✭✭✭
    ya you are not the only one getting this I am having the same kind of issues
    but I also have a very strong technical background as wellI am a trained
    network admin and in my case I was able to trace it back as to
    where the issue is but I can't get akamai.com to actually do anything
    about it because they said oh I am not thier customer. I am like it
    doesn't matter if I am their customer or not and that I found an issue
    with their network.

    See my post here
    https://forums.elderscrollsonline.com/en/discussion/436992/high-latency-at-akamai-com#latest

    See part of the problem with your post is you have not given them much to go on do two trace routes
    the standard traceroute which uses ICMP and then the tcp traceroute and give them both of them
    as well.

    You ned to use Wireshark as well to capture a few packets to be able to figure out what
    sever you are connected to and what the IP address is you do that when you
    are connected into the game and it will tell you.

    You can download Wireshark from
    https://www.wireshark.org/#download

    Now I don't know what OS you are using but if you are on Windows you can do this
    for the normal tracert

    https://kb.intermedia.net/article/682

    To do the tcptraceroute you have to download that from
    https://github.com/SimulatedSimian/tracetcp/releases


    You will aslo need the winpcap libraries as well for the tcptraceroute
    which can easily be downloaded from
    https://www.winpcap.org/install/default.htm

    Now I don't know where you are from but if you are connecting from over seas
    some where that will also affect your latency.

    All of these programs are free download them and install them and do
    some more troubleshooting.

    I am in Canada so there should be no way that I should be getting this high
    of a latency from within North America. Give them a bit more informationt
    to work with I would be intrested in seeing if it is bottlenecking at the same
    place as what I am seeing in my post.
    Edited by Justmee on September 22, 2018 1:20AM
  • Justmee
    Justmee
    ✭✭✭
    craftycarper73 wrote: »
    They dont give a flying hairy rats backside.

    Ya My ticket has been open now for 9 days and NO response I put a
    response on my ticket asking what is going on with the issue and
    nothing no response!

    Elder Scrolls Support Ticket #: 180920-003202

    https://forums.elderscrollsonline.com/en/discussion/436992/high-latency-at-akamai-com#latest

    They really don't seem to care! Wow horrible customer service!
    Edited by Justmee on September 29, 2018 9:05AM
  • AngryFire
    AngryFire
    Soul Shriven
    Please see my latest updates, same issue

    https://forums.elderscrollsonline.com/en/discussion/438321/extreme-latency-999-game-unplayable

  • gamer559
    gamer559
    ✭✭✭
    Justmee wrote: »
    craftycarper73 wrote: »
    They dont give a flying hairy rats backside.

    Ya My ticket has been open now for 9 days and NO response I put a
    response on my ticket asking what is going on with the issue and
    nothing no response!

    Elder Scrolls Support Ticket #: 180920-003202

    https://forums.elderscrollsonline.com/en/discussion/436992/high-latency-at-akamai-com#latest

    They really don't seem to care! Wow horrible customer service!

    This is a reply to me from them:

    Replying to tickets that are open only pushes your ticket back in the queue so please refrain from replying to it.
  • gamer559
    gamer559
    ✭✭✭
    Also my ticket is sitting at UNANSWERED since 09/22/2018 03:35 PM after being escalated twice. The 9/22/18 reply was 4 days after it was escalated the last time. The ticket is currently sitting at NINE DAYS unanswered.

    @ZOS_GinaBruno @ZOS_KaiSchober @ZOS_JessicaFolsom @ZOS_BillE @ZOS_GaryA

    Why is your company not listening to their customers and fixing this damn problem with your use of Akamai that is causing issues with the players????
  • Lord_Wrath
    Lord_Wrath
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    gamer559 wrote: »
    Also my ticket is sitting at UNANSWERED since 09/22/2018 03:35 PM after being escalated twice. The 9/22/18 reply was 4 days after it was escalated the last time. The ticket is currently sitting at NINE DAYS unanswered.

    @ZOS_GinaBruno @ZOS_KaiSchober @ZOS_JessicaFolsom @ZOS_BillE @ZOS_GaryA

    Why is your company not listening to their customers and fixing this damn problem with your use of Akamai that is causing issues with the players????

    They obviously dont care. Theres no excuse for this *** poor communication. Im seriously considering leaving the game, this is unacceptable and just stupid.
    1300+ CP | Lørd Wrath | - Sorcerer - Palatine - Grand Master Crafter - 30000 Achievement Points
    Launch Player - PC - NA - EP
  • gamer559
    gamer559
    ✭✭✭
    @ZOS_GinaBruno @ZOS_KaiSchober @ZOS_JessicaFolsom @ZOS_BillE @ZOS_GaryA

    Any of you care to explain why my ticket has gone answered for 16 (yes SIXTEEN) days now?
  • Floppyjo
    Floppyjo
    ✭✭✭
    Started to get disconnections after coming back after Summerset. A few a day now, but today I started getting kicked and then when attempting to sign back in "Error 200: ....", twice so far. Crate purchases are on hold and my subs canned for now, we'll monitor the quality I suppose.
  • gamer559
    gamer559
    ✭✭✭
    @ZOS_GinaBruno @ZOS_KaiSchober @ZOS_JessicaFolsom @ZOS_BillE @ZOS_GaryA

    This is utter ***. Ticket #180910-002528 has been UNANSWERED since 9/22/2018. That's over 3 damn weeks waiting for a reply after getting a reply from your escalations team. THREE WEEKS! I want this issue handled promptly not taking three damn weeks just to have someone get back to me after they answered my ticket.
  • MrGarlic
    MrGarlic
    ✭✭✭✭✭
    ✭
    I feel for you.

    It took them 6 days to reply to my initial ticket when I reported similar problems to yours, but even then It was only after I updated my already open, unanswered ticket that they finally got back to me.

    Also, no progress on a resolution.

    Random high ping and disconnects seems to be the future from me now. The game is currently unplayable for me.

    As @justmee pointed out above, the problem appears to be Akamai, which means there's nothing I can do to resolve the problem. It's up to ZOS to fix it.
    'Sharp Arrows'Mr.Garlic
    Hidden by darkness, a shadow in the night,A sped arrow dissecting the gloom,Finding it's target, such delight.
  • idk
    idk
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    ✭✭✭✭✭
    Has OP worked with their ISP on this matter?

    While I am sure OP has a great PC and one of the best ISP services, things to happen from modems craping out to cables connection the home to the neighborhood fiber and more.

    I recently had 4 different issues related to my ISP that were causing issues. In other words, this might not be on Zos' side of the picture as it could be as close as the networking card or router in your home or from the modem to a local hub for your ISP.
  • gamer559
    gamer559
    ✭✭✭
    idk wrote: »
    Has OP worked with their ISP on this matter?

    While I am sure OP has a great PC and one of the best ISP services, things to happen from modems craping out to cables connection the home to the neighborhood fiber and more.

    I recently had 4 different issues related to my ISP that were causing issues. In other words, this might not be on Zos' side of the picture as it could be as close as the networking card or router in your home or from the modem to a local hub for your ISP.

    I have had 3 different modems now & had Xfinity come out about 4 times to look at the lines and see if there was anything on their end. If this was an ISP issue I would be having issues with ALL games I play online but I don't. If this was a PC issue my boyfriend wouldn't be having the same issues I've had with ESO but he does have them. I did the testing that @Justmee did on his end and have the same results. This seems like an issue with their use of Akami because once the signal gets to Akami the ping drastically goes up.
  • Nicko_Lps
    Nicko_Lps
    ✭✭✭✭✭
    Its been like that since 2014, why people hope for a fix in 2018?


    But check out new crown store items as you hope and wait patiently
  • idk
    idk
    ✭✭✭✭✭
    ✭✭✭✭✭
    gamer559 wrote: »
    idk wrote: »
    Has OP worked with their ISP on this matter?

    While I am sure OP has a great PC and one of the best ISP services, things to happen from modems craping out to cables connection the home to the neighborhood fiber and more.

    I recently had 4 different issues related to my ISP that were causing issues. In other words, this might not be on Zos' side of the picture as it could be as close as the networking card or router in your home or from the modem to a local hub for your ISP.

    I have had 3 different modems now & had Xfinity come out about 4 times to look at the lines and see if there was anything on their end. If this was an ISP issue I would be having issues with ALL games I play online but I don't. If this was a PC issue my boyfriend wouldn't be having the same issues I've had with ESO but he does have them. I did the testing that @Justmee did on his end and have the same results. This seems like an issue with their use of Akami because once the signal gets to Akami the ping drastically goes up.

    Glad your ISP checked out the system.

    It certainly can be Akami as it has been a hold up for some players. It is odd that Zos cannot figure that part out or resolve the issue with their contractor.
  • gamer559
    gamer559
    ✭✭✭
    Well they FINALLY responded to me & are now putting the blame on addons. Their reasoning was that in the past month I was kicked offline 40 times for "excessive messages". Their answer was to delete my addon folder, run the game, and try not to install so many addons. When I was troubleshooting the problem in the beginning I did just that exact thing only to have the same damn problems. No addons, disconnections every few minutes, rubber banding like mad, and high latency 999+ spikes. Yeah definitely a problem on MY end and not THEIR end.....
  • MrGarlic
    MrGarlic
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    ✭
    gamer559 wrote: »
    Well they FINALLY responded to me & are now putting the blame on addons. Their reasoning was that in the past month I was kicked offline 40 times for "excessive messages". Their answer was to delete my addon folder, run the game, and try not to install so many addons. When I was troubleshooting the problem in the beginning I did just that exact thing only to have the same damn problems. No addons, disconnections every few minutes, rubber banding like mad, and high latency 999+ spikes. Yeah definitely a problem on MY end and not THEIR end.....

    I responded with some info to that thread fyi (@idk @gamer559)

    https://forums.elderscrollsonline.com/en/discussion/421913/constant-disconnects/p4
    'Sharp Arrows'Mr.Garlic
    Hidden by darkness, a shadow in the night,A sped arrow dissecting the gloom,Finding it's target, such delight.
  • Lokov
    Lokov
    ✭✭✭
    gamer559 wrote: »
    Wanting to know why my support ticket has been unanswered after being escalated on 09/12/2018 09:17 PM. This is ridiculous that it has gone unanswered for FOUR DAYS now. Your tech support team keeps referring me over to my ISP saying how my disconnection issues, rubber banding, and high latency spikes are the result of my ISP doing something when the truth is my ISP is doing nothing wrong and my issues are only happening when I play ESO. This is completely unacceptable.

    same thing happens to me couple times per week. Started from spring 2018
    Before that ping was fine (about 80-100ms)
    Troubles only in ESO =\
    P.S. add-ons are not guilty btw
    Edited by Lokov on October 19, 2018 7:14AM
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