Guild Wars 2

A dear friend of mine has had a problem with his email, and as such, with his game. Since getting a new Internet connection from his providor, his IP address has changed and he has to authenticate his new IP through email, but unfortunately, he no longer has access to that email due to apparent hacking attempts, and his information is so outdated it can’t be gathered because it can’t be recalled.

His username is NekoLen.9753

He has currently sent up to five ticket reports regarding the issue:

Request Number #975790
Request Number #977138
Request Number #979967
Request Number #982637

It’s been nearing four days, so this means he’s sent one request per day to fix this very simple issue. I understand that it’s a large game, and currently there is a Halloween event going on, but I also understand that several of our friends got replies to more complex issues within the day, sometimes within the hour of sending their requests.

It’s getting tiresome to have to wait for this issue to be fixed, when identical problems like this have been fixed very simply in the past for many other people. He’s told me he’ll submit a report a day until he gets a reply, which shouldn’t be an issue in the first place, even with an event currently going on.

An Edit: He has retracted several of his tickets to lessen the number and will wait for a logical amount of time.

Sending multiple tickets only slows down response times and can cause your tickets to be moved to the back of the queue.
I would advise closing all tickets except one and not to send anymore.
As for the issue of 4 days you could try posting in the three days or more thread after removing the duplicate tickets.

Alright, I’ll advise him to close down some tickets, but can I ask how, exactly, one does this? Neither of us are sure.

While i have not done this myself you should be able to update each ticket sent with a statement like “Please close this ticket due to duplicate tickets being sent” leaving only one ticket still active.

Alright, he’ll do that. Thank you so far, you’ve been a better help than most as it currently stands.

Anet has a lot of tickets to handle. Expecting a response in less then a day is unreasonable. Even the Anet devs who support this forum have stated they have a lot of tickets to handle due to many players coming back due to new content (always happens when a seasonal event occurs) and those players discover their accounts were hacked while they were away. Hacked accounts always are handled with priority over changing an email as most email changes are known to be occurring long before they happen. Your friend knew he was changing his internet provider, thus he should have know he would need a new email. He could have sent in a ticket to change it while still having access to his email address.

Ellieanna, you are misunderstanding the issue with the email (due to Tachigami being a plonker and not explaining it properly). The email account in question is a web based one and inaccessible due to unauthorised access attempts, it’s not linked to changing ISP.

Phima.6134:

Ellieanna, you are misunderstanding the issue with the email (due to Tachigami being a plonker and not explaining it properly). The email account in question is a web based one and inaccessible due to unauthorised access attempts, it’s not linked to changing ISP.

He clearly states “no longer has access to the email” unless you are the person in question. Either way, every ticket being made is slowing the response. And you can’t blame Anet for the account holder blocking their own email address during unauthorized access attempts. Which, if it is a web based email, there isn’t any out there that block due to unauthorized access, unless the email is hacked, or it’s the yahoo issue. Again, none of those are Anet’s fault, and Anet will handle the ticket when they can. They have always stated hacked accounts and account restorations always take priority over other issues in their queue. So sometimes, it might take a couple days for them to access your ticket.

Well, I’ve remedied the wording in several areas so there should be no more concern whether I was referring to the change in ISP being the issue or not. I never said I was blaming Anet for the issues, though.

And considering another friend’s issue with the game, in which he never got a response from Anet at all and had to restart the game from scratch, I have to be a bit wary with their support system until they prove they don’t make a habit of doing it.

Tachigami.1742:

Well, I’ve remedied the wording in several areas so there should be no more concern whether I was referring to the change in ISP being the issue or not. I never said I was blaming Anet for the issues, though.

And considering another friend’s issue with the game, in which he never got a response from Anet at all and had to restart the game from scratch, I have to be a bit wary with their support system until they prove they don’t make a habit of doing it.

They have stickys about that as well. There are emails providers out there that block Anet’s emails. Nothing they can do about it. Anet posted on tips to see if it would remove the block, and if that doesn’t fix it, people are then advised to use a different email address to speak with them. And if a ticket is missed, there is a sticky to post the ticket number in so it can be addressed. Anet has multiple ways to try to get a “missed” ticket answered. They can’t help it if people don’t use any of the resources they provide.

I’ve already done that, and in no area did I say that the email he currently uses blocks Anet’s emails. He’s gotten confirmation that the ticket has been created and the extras have been retracted, so Anet’s current emails have not been blocked, spammed, or in any way taken a wrong turn in getting to him.

And you got a response in the ‘Tickets for Review’ thread, as well. The ticket just has to make its way through the queue (after being sent back to the end a few times). The team will address the issue as soon as it gets to the front. =)

Thank you very much, I noticed we got a response and acknowledgement. I’m happy to see it and I’ve let my friend know, I have no doubt he’ll be glad to know of an update too.