Keep raising tickets, ZOS keep giving bad service - disconnection error, zos say "speak to ISP"

WhoSlappedThePie · March 2018

How can it throttle at SPECIFIC times? Entering a dungeon, exiting a dungeon...

How can that be right? Why would it not throttle randomly? It is ALWAYS specific points. Are you not reading that?

It would throttle other games, other internet applications... that really cannot be the reason. Cyrodiiil NEVER happens, how can that be my ISP?

Kodrac · March 2018

Have you done a trace route? Somewhere along the route your packet takes to ZoS's server is the problem.

Zalicius · March 2018

First of all, you're not even in the right forum:

https://forums.elderscrollsonline.com/en/categories/playstation-4-technical-support

No one can help you here.

2nd of all, have you tried turning in off and on again :P

WhoSlappedThePie · March 2018

Zalicius wrote: »

First of all, you're not even in the right forum:

https://forums.elderscrollsonline.com/en/categories/playstation-4-technical-support

No one can help you here.

2nd of all, have you tried turning in off and on again :P

I have a post there, where more people are experiencing the same thing; https://forums.elderscrollsonline.com/en/discussion/395673/ps4-game-keeps-crashing-never-used-to-happen-how-to-fix#latest

This is a general discussion right? My title is: Keep raising tickets, ZOS keep giving bad service

That will spark a general discussion. I'm not here to figure out ways to "fix" this I'm just seeing if anybody has any experience with Zos palming them off to the ISP / PS4 support or whatnot. This is a general discussion... I'm in the right forum.

Ley · March 2018

WhoSlappedThePie wrote: »

Ley wrote: »

I work for a software company, we get support tickets every day with customers complaining about latency/connectivity issues. 99.9% of these issues are on the customer's end. If we are having any issues with our servers, we are the first ones to know. This will be followed by 1000 calls all hitting our support phones and email at the same time.

Not saying we don't try to help people with connectivity issues that are happening on their end but there's only so much we can do. Mainly we just prove that the issue is not on our end and point them in the right direction for resolving their issue.

I say this because if ZOS were experiencing an issue on their end that was preventing people from connecting to their severs, there would probably be more than just you complaining about it and I'd expect their response to be different.

If it's not on their end, it's likely either a firewall, proxy, VPN, router, or ISP issue.

First things I'd check are:
When did this start happening?

Did anything change or update around that time?

First rule of connectivity troubleshooting. Always blame someone else!

Please listen to what I'm saying:

It can not be an issue on my ISP:

At the time I receive a "Unable to connect. Make sure you have a valid connection" error message I am in a PS chat, talking with other people through the internet. I am on my laptop, browsing the web. I am on my phone, browsing the web. Therefore, my internet has a connection. It only disconnects at specific times; in a dungeon, at the end of a dungeon, start of trial/ end of trial. Key point: If I am in cyrodiil it doesn't happen at all - How can that be my ISP?

It can not be my PS4:

This only happens with ESO. If i play other online games, I never receive this error, if I am on the internet browser or netflix for example, this never loses connection.

- This started happening in Clockwork City
- Nothing changed on my end or updated on my end at that time. It was working perfectly before then and now I receive this error.

» I have deleted save files
» I have changed my IP addresses (8.8.8.8 / 8.8.8.4)
» I have uninstalled / reinstalled
» I have set port forwarding through my router

Thanks for the response but I work in a software company too and I am used to troubleshooting and I have looked into this fully and tried to eliminate areas that could be an issue by logic above.

I agree that the symptoms you've described are odd but odd doesn't mean they're on ZOS's end. Unless you can reliably recreate the issue at specific times, then it is just an intermittent connectivity issue.

You being able to use the internet to access other content doesn't really prove or disprove that this is not an ISP issue but that specifically somewhere between your router and ZOS's servers something is periodically going down.

If you could get ZOS to provide you with a pingable IP address on their end then you could run a continuous trace rout to determine when and where the issue is occurring. This will prove beyond a doubt who is to blame.

Samadhi · March 2018

Xundiin wrote: »

WhoSlappedThePie wrote: »

The error: "Unable to connect. Make sure you have a valid connection".

Raised multiple tickets with ZOS and they have just said "speak to ISP" or "speak to PS4" - my ISP say this is not a problem there - I've checked at the time I disconnect and I still have working internet, i'm on a audio chat etc...

I check with PS4 and they ask if "is this a problem with just this one game or are others affected?" to which I reply, no, it's just ESO.... "the problem is with ESO".

Fix it zos!! Has anybody noticed this problem? Anybody raised a ticket and had terrible server/responses back?

This is not coool zos, wasting my time with this game.

Did you do a trace route? Unless you do that it would be hard to say it was theirs or yours. YOu could have perfect connection to your ISP and they could have perfect connection with their ISP, but a jumping point is down causing you to lose connection. Had this issue with STO.

This would be the most helpful course of action at the moment
have suffered through a number of connection issues over the years at different points
almost all of them have occurred at hops between my ISP and the server
nothing wrong on my ISP side, nothing wrong server-side
but routing from Canada down the Texas would periodically face issues part way through
particularly in prime-time

it would happen outside of PvP
but it only really gets awful in Cyrodiil
thinking that may have something to do with the large amount of information that has to be transfered
compared to something like a 4-person dungeon where it is only a handful of things being spammed to and from the server
so more opportunity in lighter circumstances to resend lost information
whereas in Cyrodiil 3 ways it really *** the bed

but not actually compootur smrt personally

ZOS_Mika · March 2018

We have recently removed quite a few unnecessary and bashing comments from this thread. Because this thread has derailed, and a thread on this topic already exists, we have decided to close this discussion down. Thank you for your understanding.