Guild Wars 2

Now I’m going to try to say this as respectfully as possibly, because I believe this is probably a fringe case (or at least I hope it is), but a support person should not be allowed to lie to a customer hoping that they don’t know any better without rebuke.

I submitted a ticket (#315282) to ask about why my connection to the guild wars 2 servers has been lagging ever since the wintersday patch, and how it has actually caused my client to take over 15 minutes to load into Lion’s Arch when previously it took less than 10 seconds.

I will let you look at the ticket for the exact details in my ticket to protect my identity and the identity of your technical support person.

Here is the gist of what happened:

The support rep asked me to run the client with the -diag parameter which would run a bunch of diagnostics. What the rep asked me to copy and paste back to him was the network diagnostics portion which is the output of the program running the windows “pingpath” command.

Here is the final answer I got back from that:

“Hi ,

Thank you very much for the information as this does appear to show the issue you are having.

According to this report, your connection is suffering from packet loss. If you are not familiar with this term, it simply means the loss of data while in transit from point A (your computer) to point B (our servers). What this means is that either not enough information could be received, the information that was received was corrupted or it wasn’t sent at all.

So how does this affect you?

In-game: The game is trying to adjust your position to your last known location or attempting to resend that data over and over but unable to because to much is being lost in transmission. Now, because Guild Wars 2 is a client / server setup, the server is always considered right, (this is a security measure for anti-cheating/hacking). Thus, the game is forced to adjust your location to where the server last thought you were. This causes your character or NPC’s to “snap back” or “rubberband” between the two sets of information. One set from your client, another from the server and since they are fighting (In a manner of speaking) between who is right, your character or NPC characters will appear to teleport back and forth while this “fight” for control happens. Then, if not enough data is received in a period of time, then the game will likely disconnect you because it thinks you are no longer active.

Installing and/or updating: In terms of installation or updating the game client, the data being sent to patch your client is becoming corrupted if it arrives or simply, it won’t arrive at all… preventing you from obtaining the patch files intact. Thus the download either has to keep retrying over and over to get non corrupted data, or it will simply error out and stop the installation if enough attempts to get the information fail.

Because the loss of data is happening prior to it reaching our game servers, you will need to contact your Internet Service Provider for assistance. I would highly recommend sending them these results so they can visually see the issue you are suffering from.

Please do not hesitate to contact us should you have any additional issues, questions or concerns.

Regards,"

Well, the problem with this is that I happen to be a computer scientist, and had looked at the technical results myself. Here is what those results were (* added in to blank out my IP addresses):

= Tracing network paths
==================
—> pathping -w 500 -q 25 -4 206.127.158.1 <--

Tracing route to p4-23-c0-ncdc-pub.plaync.net [206.127.158.1]
over a maximum of 30 hops:
0 ********* [192.168.2.2]
1 192.168.2.1
2 *********
3 te-0-5-0-5-sur01.minnehaha.mn.minn.comcast.net [68.85.166.89]
4 te-0-6-0-11-ar01.roseville.mn.minn.comcast.net [69.139.219.14]
5 he-1-13-0-0-cr01.350ecermak.il.ibone.comcast.net [68.86.94.81]
6 * * *
Computing statistics for 31 seconds…
Source to Here This Node/Link
Hop RTT Lost/Sent = Pct Lost/Sent = Pct Address
0 Apollo.Belkin [192.168.2.2]
0/ 25 = 0% |
1 0ms 0/ 25 = 0% 0/ 25 = 0% 192.168.2.1
0/ 25 = 0% |
2 9ms 0/ 25 = 0% 0/ 25 = 0% ************
0/ 25 = 0% |
3 9ms 0/ 25 = 0% 0/ 25 = 0% te-0-5-0-5-sur01.minnehaha.mn.minn.comcast.net [68.85.166.89]
0/ 25 = 0% |
4 12ms 0/ 25 = 0% 0/ 25 = 0% te-0-6-0-11-ar01.roseville.mn.minn.comcast.net [69.139.219.14]
0/ 25 = 0% |
5 21ms 0/ 25 = 0% 0/ 25 = 0% he-1-13-0-0-cr01.350ecermak.il.ibone.comcast.net [68.86.94.81]

Trace complete.
—> pathping -w 500 -q 25 -4 64.25.39.1 <--

Tracing route to 64.25.39.1 over a maximum of 30 hops

0 Apollo.Belkin [192.168.2.2]
1 192.168.2.1
2 **************
3 te-0-5-0-5-sur01.minnehaha.mn.minn.comcast.net [68.85.166.89]
4 te-0-6-0-11-ar01.roseville.mn.minn.comcast.net [69.139.219.14]
5 he-1-12-0-0-cr01.350ecermak.il.ibone.comcast.net [68.86.94.77]
6 * 66.208.229.126
7 vl-3612-ve-236.ebr2.Chicago2.Level3.net [4.69.158.238]
8 ae-14-14.ebr1.Dallas1.Level3.net [4.69.151.118]
9 ae-81-81.csw3.Dallas1.Level3.net [4.69.151.149]
10 ae-3-80.edge2.Dallas1.Level3.net [4.69.145.139]
11 * 4.59.197.34
12 64.25.32.9
13 64.25.32.26
14 64.25.39.1

Computing statistics for 87 seconds…
Source to Here This Node/Link
Hop RTT Lost/Sent = Pct Lost/Sent = Pct Address
0 Apollo.Belkin [192.168.2.2]
0/ 25 = 0% |
1 0ms 0/ 25 = 0% 0/ 25 = 0% 192.168.2.1
0/ 25 = 0% |
2 8ms 0/ 25 = 0% 0/ 25 = 0% **********
1/ 25 = 4% |
3 8ms 2/ 25 = 8% 1/ 25 = 4% te-0-5-0-5-sur01.minnehaha.mn.minn.comcast.net [68.85.166.89]
0/ 25 = 0% |
4 13ms 1/ 25 = 4% 0/ 25 = 0% te-0-6-0-11-ar01.roseville.mn.minn.comcast.net [69.139.219.14]
0/ 25 = 0% |
5 21ms 1/ 25 = 4% 0/ 25 = 0% he-1-12-0-0-cr01.350ecermak.il.ibone.comcast.net [68.86.94.77]
1/ 25 = 4% |
6 48ms 2/ 25 = 8% 0/ 25 = 0% 66.208.229.126
0/ 25 = 0% |
7 41ms 2/ 25 = 8% 0/ 25 = 0% vl-3612-ve-236.ebr2.Chicago2.Level3.net [4.69.158.238]
0/ 25 = 0% |
8 54ms 3/ 25 = 12% 1/ 25 = 4% ae-14-14.ebr1.Dallas1.Level3.net [4.69.151.118]
0/ 25 = 0% |
9 54ms 4/ 25 = 16% 2/ 25 = 8% ae-81-81.csw3.Dallas1.Level3.net [4.69.151.149]
0/ 25 = 0% |
10 60ms 3/ 25 = 12% 1/ 25 = 4% ae-3-80.edge2.Dallas1.Level3.net [4.69.145.139]
0/ 25 = 0% |
11 56ms 2/ 25 = 8% 0/ 25 = 0% 4.59.197.34
1/ 25 = 4% |
12 54ms 3/ 25 = 12% 0/ 25 = 0% 64.25.32.9
0/ 25 = 0% |
13 —- 25/ 25 =100% 22/ 25 = 88% 64.25.32.26
0/ 25 = 0% |
14 54ms 3/ 25 = 12% 0/ 25 = 0% 64.25.39.1

Trace complete.
Section completed in 168.89 seconds"

So for those that understand these results as I do, you can see that the 88% packet loss occurred during this route not at my end (where there was zero packet loss) as the rep said, but actually at the 13th hop at the IP address 64.25.32.26 which if you look up using free online tools (http://whatismyipaddress.com/ip/64.25.32.26) is registered NCSoft Server located in Texas. Which means that the problem came from completely from Arena Net’s end.

Now if I hadn’t been a technical person, this support person would have had me calling my ISP, arguing with them, and in the end, nothing gets done. Instead of actually acknowledging that there is a problem with one of your servers that needs to be investigated, and apologizing for the inconvenience it caused. I have no problem being patient since I understand tech things go wrong all too often. I would have felt good about being able to provide detailed information about where something needed to be looked at. But what I do not like is being lied to by support in hopes that I will just go away. It makes me wonder how many people that aren’t technical have been given responses like these and fallen for them……

Uhm, this is not an account issue thing, try the tech section.

Also post your ticket number in the stick for tickets up for review. And update your original ticket with the info you shared here.

I think you should consider the problems with your ISP. If everyone else can access the game just fine, then there’s no problem on Anet’s end.

Smooth Penguin.5294:

I think you should consider the problems with your ISP. If everyone else can access the game just fine, then there’s no problem on Anet’s end.

(This is an example of why their response was not acceptable. They would have convinced you that the ISP is a possibility when the tech details very clearly show where the problem is. It isn’t a guessing matter at this point, there are clear facts that point to a problem with their server receiving packets in the last hop in the cycle).

Well not everyone can access the game just fine (Many of the people on my server have been complaining about terrible lag, and have submitted tickets to support). Also the tech details that I posted show exactly where the problem is. It is with packet loss on the NCsoft server that I’m connected to is experiencing. It lost 88% of the packets that I sent to it, which in the TCP protocol results in my computer having to wait for a lack okittennowledgement for a set length of time (or a specific request from the sever to resend), and then assume that those packets never made it and resend that information.

Also as a side note my cpu is showing only 15% usage while this is lagging, my memory is showing only ~40% usage, and disk memory is barely being used. So it is network related, and it is that NCsoft server causing it.

you will better post here “https://forum-en.gw2archive.eu/forum/support/tech/Network-Lag-Merged/page/36#post3586100”. Consider this : support people are not technical they try to help as much as they can with info given from dev’s. Therefor if you want to show your problem use a sticky thread which is probably read by those dev’s on regularly base. And @ Smooth nice you have good game access but mentioning it here won’t help people who don’t.

edited : sry gave the wrong link this should be the good one

I love the new title that the moderator has decided to give to my post….

RedZebra.2345:

you will better post here “https://forum-en.gw2archive.eu/forum/support/tech/Network-Lag-Merged/page/36#post3586100”. Consider this : support people are not technical they try to help as much as they can with info given from dev’s. Therefor if you want to show your problem use a sticky thread which is probably read by those dev’s on regularly base. And @ Smooth nice you have good game access but mentioning it here won’t help people who don’t.

edited : sry gave the wrong link this should be the good one

I’m fine with them not being technical, I get that. But then you shouldn’t tell me an “incorrect answer” instead of asking someone who is technical to review the details that you asked for. As it is they asked for the technical details, and then completely ignored them in order to give me a response that wasn’t correct. That’s what’s not ok.

you have a point, but at the end you want a solution so best thing is they get noticed about this, so I would suggest you write in the thread which they read the most.

eleshazar.6902:

Computing statistics for 87 seconds…
Source to Here This Node/Link
Hop RTT Lost/Sent = Pct Lost/Sent = Pct Address
0 Apollo.Belkin [192.168.2.2]
0/ 25 = 0% |
1 0ms 0/ 25 = 0% 0/ 25 = 0% 192.168.2.1
0/ 25 = 0% |
2 8ms 0/ 25 = 0% 0/ 25 = 0% **********
1/ 25 = 4% |
3 8ms 2/ 25 = 8% 1/ 25 = 4% te-0-5-0-5-sur01.minnehaha.mn.minn.comcast.net [68.85.166.89]
0/ 25 = 0% |
4 13ms 1/ 25 = 4% 0/ 25 = 0% te-0-6-0-11-ar01.roseville.mn.minn.comcast.net [69.139.219.14]
0/ 25 = 0% |
5 21ms 1/ 25 = 4% 0/ 25 = 0% he-1-12-0-0-cr01.350ecermak.il.ibone.comcast.net [68.86.94.77]
1/ 25 = 4% |
6 48ms 2/ 25 = 8% 0/ 25 = 0% 66.208.229.126
0/ 25 = 0% |
7 41ms 2/ 25 = 8% 0/ 25 = 0% vl-3612-ve-236.ebr2.Chicago2.Level3.net [4.69.158.238]
0/ 25 = 0% |
8 54ms 3/ 25 = 12% 1/ 25 = 4% ae-14-14.ebr1.Dallas1.Level3.net [4.69.151.118]
0/ 25 = 0% |
9 54ms 4/ 25 = 16% 2/ 25 = 8% ae-81-81.csw3.Dallas1.Level3.net [4.69.151.149]
0/ 25 = 0% |
10 60ms 3/ 25 = 12% 1/ 25 = 4% ae-3-80.edge2.Dallas1.Level3.net [4.69.145.139]
0/ 25 = 0% |
11 56ms 2/ 25 = 8% 0/ 25 = 0% 4.59.197.34
1/ 25 = 4% |
12 54ms 3/ 25 = 12% 0/ 25 = 0% 64.25.32.9
0/ 25 = 0% |
13 —- 25/ 25 =100% 22/ 25 = 88% 64.25.32.26
0/ 25 = 0% |
14 54ms 3/ 25 = 12% 0/ 25 = 0% 64.25.39.1

Trace complete.
Section completed in 168.89 seconds"

You are having Packet loss at Comcast as well (your ISP). So while it maybe true that NCSoft’s Nodes are having issues for you, you also have issues with Comcast. Get the Pack loss at Comcast down to 0, then retest to see if it clears up for NCSoft.

sirsquishy.8531:

eleshazar.6902:

Computing statistics for 87 seconds…
Source to Here This Node/Link
Hop RTT Lost/Sent = Pct Lost/Sent = Pct Address
0 Apollo.Belkin [192.168.2.2]
0/ 25 = 0% |
1 0ms 0/ 25 = 0% 0/ 25 = 0% 192.168.2.1
0/ 25 = 0% |
2 8ms 0/ 25 = 0% 0/ 25 = 0% **********
1/ 25 = 4% |
3 8ms 2/ 25 = 8% 1/ 25 = 4% te-0-5-0-5-sur01.minnehaha.mn.minn.comcast.net [68.85.166.89]
0/ 25 = 0% |
4 13ms 1/ 25 = 4% 0/ 25 = 0% te-0-6-0-11-ar01.roseville.mn.minn.comcast.net [69.139.219.14]
0/ 25 = 0% |
5 21ms 1/ 25 = 4% 0/ 25 = 0% he-1-12-0-0-cr01.350ecermak.il.ibone.comcast.net [68.86.94.77]
1/ 25 = 4% |
6 48ms 2/ 25 = 8% 0/ 25 = 0% 66.208.229.126
0/ 25 = 0% |
7 41ms 2/ 25 = 8% 0/ 25 = 0% vl-3612-ve-236.ebr2.Chicago2.Level3.net [4.69.158.238]
0/ 25 = 0% |
8 54ms 3/ 25 = 12% 1/ 25 = 4% ae-14-14.ebr1.Dallas1.Level3.net [4.69.151.118]
0/ 25 = 0% |
9 54ms 4/ 25 = 16% 2/ 25 = 8% ae-81-81.csw3.Dallas1.Level3.net [4.69.151.149]
0/ 25 = 0% |
10 60ms 3/ 25 = 12% 1/ 25 = 4% ae-3-80.edge2.Dallas1.Level3.net [4.69.145.139]
0/ 25 = 0% |
11 56ms 2/ 25 = 8% 0/ 25 = 0% 4.59.197.34
1/ 25 = 4% |
12 54ms 3/ 25 = 12% 0/ 25 = 0% 64.25.32.9
0/ 25 = 0% |
13 —- 25/ 25 =100% 22/ 25 = 88% 64.25.32.26
0/ 25 = 0% |
14 54ms 3/ 25 = 12% 0/ 25 = 0% 64.25.39.1

Trace complete.
Section completed in 168.89 seconds"

You are having Packet loss at Comcast as well (your ISP). So while it maybe true that NCSoft’s Nodes are having issues for you, you also have issues with Comcast. Get the Pack loss at Comcast down to 0, then retest to see if it clears up for NCSoft.

I did notice that. But the packet loss (not at NCsoft) is occurring predominantly at hop in Chicago which is almost always going to happen at those routers since they are a huge hub of the Midwest’s Internet backbone. Plus 8% or under is normal packet loss for a hub of that size at prime time internet usage. Also Dallas (another hub) has some packet loss as well, but again it stays relatively low. The huge hit happens at NCsoft. There isn’t anything that my ISP can do about packet loss at the major hubs since comcast doesn’t actually own those (Sprint owns Chicago’s hub actually if memory serves). The loss between my ISP’s servers is 4% which is also negligible. If Anet had packet loss of 4% then there wouldn’t be a problem at all.

I have been having issues with level3 out of Dallas for weeks, same thing. Up to 50% PL.
There is something going on with those servers that really needs to be looked at.