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harleygjc
regular
Reg'd: Tue
Posts: 58
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ok bit of a long post but hoping to get a insight on what I can do next. firstly a bit of background as to what has led me here, been using VM for around 7years and never had a huge problem with them. had one small problem before and did get it sorted, for the past 5 years I've been playing an online game from sony online entertainment (soe) using virginmedia as my connection and for four of those years I've had zero problems but since june of 08 ( yes you read that right!) I've had heavy packet loss and very high pings going from a normalish 230 ish right upto 9000. Been taliking with soe for a while and managed to trace my route to the server I use and find the problem, which is part of my route goes through a american company called AT&T and it's there my blockage lies at a full 100% soe have informed me that as virgin buy's or gets bandwdith from AT&T that makes it virgin's responsability to deal with.
now this brings me to the present I have tried email support which only gives me the standard reply of limted support etc and to phone tech support which I have done and as the problem is not on my system or my line they cannot offer any help. I have also used the remote assistance and did get a rep with some intelligence, I explain my problem and gave him the ip address where it showed the blockage he agreed I was right but,, the reply I got was because they are not a dedicated gaming isp they cannot/won't give any help ???
He did however give me a site address where I could track down a email address for AT&T but as I'm not a customer of theirs they've just ignored me, I have tried both so called tech support and the laughable customer support which winds me up by saying it is a tech supprt issue and I need to speak to them etc etc. All I'm asking for is them as a company to contact AT&T and explain this issure to them in the hope that they will issue a fix and sort it! that's not much to ask surely? as I've been a long standing customer you'd think I would be able to get a simpe problem solved but no! IO just spend months going round in circles.
At the moment I've no idea what else I can do and, for now, I've cancelled my subs to soe as it is now unplayable because of this problem. sorry for the rant but I'm highly peeved at this present moment in time and just wondered if anyone had any further ideas I could try out. by the way I use a billion router which works fine with this soe game other than the heavt packet loss and high pings and have already tried power cyclying it to no avail! I just wondered if there was any other number I could call to try and get this sorted as virginmedia's customer support is a total joke!
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greysts
regular
Reg'd: Thu
Posts: 19293
Loc: Colchester
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Quote:
virgin buy's or gets bandwidth from AT&T
That's the bit I don't understand. Why should a British cable company which has it's own infrastructure need to buy bandwidth from an American telecom company? If this game is hosted on an American server I can understand the link from the UK to the USA but I don't see how VM can force AT&T to do anything about it.
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harleygjc
regular
Reg'd: Tue
Posts: 58
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tbh I can't understand why they do either but after lenghty talks with both soe tech and helpers on soe's forums that's what I've been told! I've run several pathpings to the server I play on and route always goes through AT&T so at the moment I've no idea who to contact and if it is indeed virgin I need to speak to.
soe say it's my isp and my isp say it's soe while I can't get any reply from AT&T at all so I've no idea but even so, trying to get an answer either straight or otherwise from virgin is nigh on impossible.
Is it virgin that buys bandwidth from AT&T? or am I being messed around?
I can include a copy of a recent pathping if it helps! my route mainly goes through virgin and when it hits this one place it shows a 100% blockage everyone I've spoke to recently doesn't dispute that it is virgin who should contact them! in fact they've agreed with me which just makes things odder I think, so I've no idea who to contact/how to get this problem sorted.
Edited by harleygjc (Tue Jan 13 2009 12:22 PM)
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rayinski
regular
Reg'd: Sat
Posts: 312
Loc: 3rd Planet (Sol System)
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Hi,
If your'e playing a SOE game, then you have two options:-
1. swap to a Euro server, I had a major lag when playing SWG on non euro servers and very little lag when on the Euro servers.
2. play a different game.
yes, I know it's not very helpful, but to be honest they are the only options truly available to you.
I personally opted for option 2, but only because the servers I used to play on where either dead, dying or full of idiots.
Ray
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harleygjc
regular
Reg'd: Tue
Posts: 58
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odd thing is I've been playing on the uk server splitpaw for three years before this happened! and I played on the uk server for swg without any problems, but I must admit I agree there as splitpaw's server population seemed to be in decline and was left filled mainly with idiots! as well as the monthly subs was rising in price I've since quit. A pity that soe wouldn't give much/almost zero help but hey the way I look at it I've more money spare to myself to spend in other directions now.
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