Guild Wars 2

WTFast would mean pay to make the game work, and as Ocelot said, this is not a solution.

So basically we have to wait, finger crossed, and hope.
Btw same problem here, Tuscany (italy) fastweb

WTFast seems to work, actually you have a free trial…hope it lasts enough

Damaskinos.7602:

AshleySegovia.3948:

Hey guys – Thanks so much for all of the data you all have submitted in regards to this issue. Our network engineers have looked into the issue and I think that you have all seen that this does appear to be an issue with the Internet Service Provider, Fastweb. If this is your ISP and you are being affected by this issue, I would highly recommend contacting Fastweb and bringing this issue to their attention so that they can be of further assistance to you.

This solves nothing, for several reasons:

1) My line Fastweb works, except with Guild Wars 2

2) Many users reveal problems with different operators.

3) How can I explain to a Fastweb telephone operator that I have problems logging in to an online game? Do you really think that they have a training that can help us?
Really?

4) This looks like a post you need to take time.

Not to mention that I have already contacted Fastweb, i don’t have anomaly on my line and, in any case, I requested a reset of my line, already made, to be sure.
I continue to be locked out of the game, despite this.

I don’t think taht this is the way to deal with users.
We need a solution; not the one you proposed.

1: This can be due to a certain hop in the proces towards the GW2 server(s). Therefore your connection could work to other applications because they don’t use the same hop.

2 : Different operators can use the same hop. So it doesn’t have to be related to a specific ISP , however if it happens to one person with the ISP there’s most likely a lot of other players with the same issue with this very same ISP. This is because there’s a default route with hops. This route however can change.

3: You don’t explain it to them that way, you explain to them that you can not connect normally to the IP from the gw2 server. And then you mention to them which hop is causing this issue. I’m not sure if it’s still possible but I believe ISP’s used to be able to re-route to certain IPs. This would mean they could use different hops instead of the one that’s making you time-out for unknown reason.

4: A ‘reset’ on your line is nothing more then them resetting your IP adress, giving you a different one within your dynamic reach. This will most of the time have no effect on the hops you take towards a certain IP.

5: I’m pretty sure this is a HOP issue due to the fact that WTFast is solving this issue. What Wtfast does is rerouting your connection to connect to one of their servers first and then connect to the official game server. This will give you less hops which oftenly means lower ping. (which is what the program is officially used for)

Hermes.7014:

WTFast would mean pay to make the game work, and as Ocelot said, this is not a solution.

would be a solution for the moment and you can use it free for 30 days

So we have to rely on italian ISPs to solve an issue related to a game.
We’re doomed.

Fhaeris.9237:

So we have to rely on italian ISPs to solve an issue related to a game.
We’re doomed.

Exactly.
Guess we have to keep calling them and try to explain the problem until they get pissed off and finally start looking into it.

Also. If you get stuck in a loading screen yet the sound from the game still plays and everything, this could be caused by something else other than your connection. You’ll have to change your window options(resolution options) to either full screen, or windowed screen(if one of them does not work for you, the other most likely will). This is caused by windows not being able to deal with full screen applications very well, specially not when a process is being loaded in the background or when the game gets alt-tabbed.

AshleySegovia.3948:

Hey guys – Thanks so much for all of the data you all have submitted in regards to this issue. Our network engineers have looked into the issue and I think that you have all seen that this does appear to be an issue with the Internet Service Provider, Fastweb. If this is your ISP and you are being affected by this issue, I would highly recommend contacting Fastweb and bringing this issue to their attention so that they can be of further assistance to you.

i’m sorry to say that you’re being a little bit naive.. contacting fastweb will result into speaking with a call center employee, wich usually can’t even understand what a tracert is… also, even if i manage to reach someone that understand what i’m saying it’s likely impossible that an ISP can change a route for 1 customer… i’m afraid you should try to fix this problem on your side or if you can’t/don’t wont you’re gonna loose the entire fastweb community.

For now I would suggest we write them explaining the problem and linking this discussion. For the lazy: http://www.fastweb.it/myfastpage/assistenza/assistente-online/richiesta/?id=tecnico-internet-navigazione_lenta

I hope I’m not breaking any rule here.

fuma.8213:

AshleySegovia.3948:

Hey guys – Thanks so much for all of the data you all have submitted in regards to this issue. Our network engineers have looked into the issue and I think that you have all seen that this does appear to be an issue with the Internet Service Provider, Fastweb. If this is your ISP and you are being affected by this issue, I would highly recommend contacting Fastweb and bringing this issue to their attention so that they can be of further assistance to you.

i’m sorry to say that you’re being a little bit naive.. contacting fastweb will result into speaking with a call center employee, wich usually can’t even understand what a tracert is… also, even if i manage to reach someone that understand what i’m saying it’s likely impossible that an ISP can change a route for 1 customer… i’m afraid you should try to fix this problem on your side or if you can’t/don’t wont you’re gonna loose the entire fastweb community.

The problem about this is that the issue is within a certain hop. GW2 does not have any influence whatsoever on the hops used to get to their game servers. This is purely based on the routing from your ISP. If they get enough complaints and see the faulty hop for themselfs by multiple people (can send an email to their support perhaps and show the tracert ?) then they will definitely try to change the final hop that’s causing issues for this, and perhaps other applications as well.

Padova – Veneto (IT)
Same problem here, just contacted the Fastweb call-center and they says i’ts all ok.
I tried to tell them that we had this kind of problems and they says

“it’s 100% a game server problems – Fastweb services works fine – we really have no problems and neither your line”

fuma.8213:

AshleySegovia.3948:

Hey guys – Thanks so much for all of the data you all have submitted in regards to this issue. Our network engineers have looked into the issue and I think that you have all seen that this does appear to be an issue with the Internet Service Provider, Fastweb. If this is your ISP and you are being affected by this issue, I would highly recommend contacting Fastweb and bringing this issue to their attention so that they can be of further assistance to you.

i’m sorry to say that you’re being a little bit naive.. contacting fastweb will result into speaking with a call center employee, wich usually can’t even understand what a tracert is… also, even if i manage to reach someone that understand what i’m saying it’s likely impossible that an ISP can change a route for 1 customer… i’m afraid you should try to fix this problem on your side or if you can’t/don’t wont you’re gonna loose the entire fastweb community.

And not just fastweb community, also Infostrada, Alice and many others…estimated for what i can see all around forums, 90% of italy is cutted-off from GW2 at the moment im writing.

If you could all do a tracert and quote the Hop that is causing insane MS or a time out for you it could help to determine if it’s one and the same hop for everyone or if there’s more underlying issues.

Hi, same problem here and Yes I have Fastweb.
Other games DO work however…

Please fix it up.
Grazie

Phyrelle.9342:

Hi, same problem here and Yes I have Fastweb.
Other games DO work however…

Please fix it up.
Grazie

Might want to read other posts in this topic. It’s up to you guys to fix it up with the ISP. Cause it’s on their side not on GW’s side.

Same problem for me, Fastweb 10mb fiber connection.
Some areas and some pg just work fine, the other ones don’t even allow me to log in.
Though my internet connection has no problem at all.
Hope it’ll be fixed with maintance!

I have fastweb too.
This is a error , i have tried to change “world” but the problem is still exist, the time when i don’t have this error is from 1:00 am to 7:00 am.
Asking for help!!!!

Having the same problems too, with Fastweb (I’m from Italy).

Can connect, but HUGE lag (more than 5 seconds) and it’s basically impossible to play. Everything else on my browser and other network programs is just fine. Btw, I miraculously completed my daily in this pitiful state.

Chiocciduke.9305:

Guys this is a Server problem. Please stop spamming that it is a ISP one! I have Fastweb and -except while playing GW2- my connection works fine as always, even playing other games like GW(1) or Diablo3. And consider that many users are having the same problem with Infostrada and other ISPs…

…let them work and be patient!

Country: Italy (Genoa)
Server: Desolation

This is not a server problem in any way as explained by me and now by Matt as well. Follow Matt’s guidelines and report the hop IP range to your ISP. That’ll be the only way to get them to change it. Also read up as I’ve explained why your connection will work with other applications but might not work with GW2.

Matt, thanks for the post…but what about us that don’t use Fastweb (i’m with Infostrada) but have the same problem?

MattChernicky.2945:

Hello all,

I would like to expand some on what Ashley said earlier. First off, the majority of all the tracerts we received all showed significant packet loss on the FastWeb network. More specifically, the majority of the loss was happening on the 89.96.200 and 89.97.200 hops. All of the tracerts we reviewed routed through those IP ranges.

I also want to point out that you all are not the only ones that appear to be having this issue. After looking around the internet some, I am seeing the exact same reports from people who are currently playing Battle Field 3 and World of Warcraft in Italy on FastWeb.

Now, I know some of you have been attempting to contact FastWeb with little to no resolution. I can only recommend that you send them any tracerts you may have run that clearly shows there is an issue that will need to be resolved.

Unfortunately, since this issue lies with your service provider there is not much ArenaNet can do to fix this issue. However, I will see if there is anything else I can do on my end that may help make FastWeb aware of this issue.

Thank you very much for this information, Matt.
Unfortunately, it’s renown that Fastweb’s technical support centre, just as many other Providers’ here in Italy, isn’t the best around. We appreciate very much any help you guys at ArenaNet can give to make them realize and eventually find a solution to this issue.

Nymor.9632:

Matt, thanks for the post…but what about us that don’t use Fastweb (i’m with Infostrada) but have the same problem?

I’ll answer for him.

The problem resides in some server hops ( your data packet basically “hops” from a server to another, till it arrives to GW2 ones).

Those “hops” are not used only by a single provider: they can be used by multiple providers, resulting in a common data losing from all providers using those servers.

Be them fastweb, infostrada or anything else , it doesn’t matter: everything which passes “through” those servers will make your data packet to be lost.

The solution would be to send a tracert to them and say " hey, wtf, this server is not working properly !!! ".

Meanwhile, wtfast is a decent solution, but if we don’t bring the issue up to them, wtfast free trial will expire and we’ll still experience our “dear” issue.

So , it’s better if we start sending them ragemails.

MattChernicky.2945:

Hello all,

I would like to expand some on what Ashley said earlier. First off, the majority of all the tracerts we received all showed significant packet loss on the FastWeb network. More specifically, the majority of the loss was happening on the 89.96.200 and 89.97.200 hops. All of the tracerts we reviewed routed through those IP ranges.

I also want to point out that you all are not the only ones that appear to be having this issue. After looking around the internet some, I am seeing the exact same reports from people who are currently playing Battle Field 3 and World of Warcraft in Italy on FastWeb.

Now, I know some of you have been attempting to contact FastWeb with little to no resolution. I can only recommend that you send them any tracerts you may have run that clearly shows there is an issue that will need to be resolved.

Unfortunately, since this issue lies with your service provider there is not much ArenaNet can do to fix this issue. However, I will see if there is anything else I can do on my end that may help make FastWeb aware of this issue.

Hi Matt. One strange thing now.

For Fastweb problem we are using WTfast program. This program helps our connection and we can play normaly.

There is a strange things now. When i log on with this program after log there is the Mobile Authentication O.o This Authentication didn t work from like 2 weeks O.o now with this program works. If i log normaly the game skips the authentication…

Maybe it help your work…. I need the Mobile Authentication so fix this problem fast plz ;_;

thx for your work

MattChernicky.2945:

Hello all,

I would like to expand some on what Ashley said earlier. First off, the majority of all the tracerts we received all showed significant packet loss on the FastWeb network. More specifically, the majority of the loss was happening on the 89.96.200 and 89.97.200 hops. All of the tracerts we reviewed routed through those IP ranges.

I also want to point out that you all are not the only ones that appear to be having this issue. After looking around the internet some, I am seeing the exact same reports from people who are currently playing Battle Field 3 and World of Warcraft in Italy on FastWeb.

Now, I know some of you have been attempting to contact FastWeb with little to no resolution. I can only recommend that you send them any tracerts you may have run that clearly shows there is an issue that will need to be resolved.

Unfortunately, since this issue lies with your service provider there is not much ArenaNet can do to fix this issue. However, I will see if there is anything else I can do on my end that may help make FastWeb aware of this issue.

First of all thx for you message and your “presence”.
Are you sure that it is a fastweb problem? I have fw too and I find the game heavy laggy only in few maps (Lion’s Arch and Cursed Shore mostly) while I play perfectly in other zones like Divinity’s Reach or Plains of Ashford. Considering that many users are having exactly the same problem with other ISPs I think it could be a server issue…
Btw, I started lagging a lot at around 9-11 pm of yesterday evening!

PS: my connection works fine, even playing games like Guild Wars, Diablo 3 and others.

can you guys tell me what exact trace i have to send to my ISP?
and the command ty

Chiocciduke.9305:

First of all thx for you message and your “presence”.
Are you sure that it is a fastweb problem? I have fw too and I find the game heavy laggy only in few maps (Lion’s Arch and Cursed Shore mostly) while I play perfectly in other zones like Divinity’s Reach or Plains of Ashford. Considering that many users are having exactly the same problem with other ISPs I think it could be a server issue…
Btw, I started lagging a lot at around 9-11 pm of yesterday evening!

PS: my connection works fine, even playing games like Guild Wars, Diablo 3 and others.

I would like to thank Matt for the answer and give my 2 cents.
It is true as Chiocciduke says the lag is only for some maps but it is not linked to a specific map since in my case Lions Arch works good.
I report also that today at 12:00 i have not suffered any lag.
At 22:00 the lag instead is too high and the game not playable.
It is useless to say I have fastweb (Milan) too.

Customer care at midnight ? This deserve a lode Matt !!!
BTW I have just to finish to play with my other char wich is in THE SAME SERVER but was parked in another area. It is definitly some sort of packet loss in several server (I mean zone).
Matt, it’s not the first time that providor have issue (it happened with Infostrada and WoW 1 year ago). They sorted it out, but only when technicians talked with each other. We – speaking with customer care – is sort of useless, pathetic and ilareous conversation trust me. We would all appreciate you to get in contact with Fastweb and try to explain things. We understand it’s not your duty but we would really be grateful.
Grazie

Leaving this Just for further reference 00:40 GMT +1 issue gone.

Thanks for the reply, Matt.
Seems like the situation is back to normal here. I hope it stays this way

So has anyone found out which is or are the culprit server “hop(s)”?

WTFast definately works, get a 30 days free trial and go with it…hope those unuseful fastweb ppl can fix their problems during that time, if not…well….time to change isp, i don’t care bout rain, floods or whatever because at the end of the month i’ll have to pay 30 euros for a non working connection. On my hand they have 30 days from now….time is running..and sh.. in going up to the fan.

Ok after this patch (5 min ago) WTFast don t work -.-’

Thx Matt for your answer! now I feel safe

MattChernicky.2945:

@Ixchel
There is a free trial program called PingPlotter Standard that you can use. We recommend you use this program as it creates a graphical representation of the network and your current connection. This program is not supported by NCsoft. You can find the program and information on how to use it at http://www.pingplotter.com/download.html

Which target IPs should we check using this program?

Seems like the situation is back to normal.
I hope that the problems are over.

Thanks Matt for your post.

Damaskinos.7602:

Seems like the situation is back to normal.
I hope that the problems are over.

Thanks Matt for your post.

Well, the situation went back to normal two days ago a while after midnight as well, problem is it got bad again yesterday during the afternoon.
I just hope it won’t repeat later today.

The situoation now is good like yesterday. From 1 am is normal till 14;00 later there was problems…

If this afternoon the issue isn’t solved, this weird “works only at late night” thing should also be noted.

it seems to work now >_>i tried just 2 mins….

Btw i remember people that there is a form online in FW page for this issue…..

They require you to send data like tracert, dnslookup, telnet etc.

Yet i think if an issue happens between few servers of a single company and most of major ISP of a whole a coutry, it shouldn t be cleared as “your ISP problem”.

At least MAJOR compatibility issue are to be solved by both parts….with at least an email.

Its occuring in more countries as well. I get this also and I am in Panama using Cableonda Service. I am even getting packet loss on the ANET Servers 64.25.32. However their final response after the troubleshooting steps is that they cannot control the route my ISP takes to their servers.

Hermes.7014:

MattChernicky.2945:

@Ixchel
There is a free trial program called PingPlotter Standard that you can use. We recommend you use this program as it creates a graphical representation of the network and your current connection. This program is not supported by NCsoft. You can find the program and information on how to use it at http://www.pingplotter.com/download.html

Which target IPs should we check using this program?

When you are logged in to your character, type /ip and use that ip address.

I can confirm that at 12:14 GMT+1 the lag issues are back…

Lag has returned.
This is ridiculous. I guess I’ll go with WTFast since I’m seriously sick of this situation.

There should be some kind of filter applied on heavy peak hours (12am-12pm) then.. I’m currently using free trial WTFast and no lag at all.. so it’s definitively a routing problem from Fastweb ISP.

Same here, worked fine this morning, now impossible to play

is WTFast allowed ? i would like to see admin aswer!

This is my result on PingPlotter.
Destination unreachable and error with packet loss on the second hop.

WTFast seems to work fine, btw this problem has to be solved fast…