Guild Wars 2

So, Tech Support has this utility which they always want the end-user to use which will ‘test’ their system and gather ‘pertinent’ information to help the TS team kitten the issues.

However, this diagnostic utility doesn’t seem to function properly if you have anything between your PC and your outside connection (i.e. routers, etc.)

So essentially this means the only thing they are actually testing is the connection?
More to the point, if the game actually is able to function via the router, then why wouldn’t their diagnostic utility?
Yes one could argue that the router could cause ‘issues’ or ‘erroneous’ data for the utility program, but I don’t think it would.

Furthermore, these days I think you would be hard pressed to find a home using their PC for gaming without a router in place. It’s just so common place now that it is astonishing that one would be asked to remove said router each time a game starts to flake out.

SUGGESTION: Write better diagnostic tools that don’t require the end user to reconfigure their home setup just to give you information that you most likely already know.