Guild Wars 2

SenorPez.1568:

If a week to recover the account is the “best service you’ve ever had” you’ve had some really bad customer service throughout your life.

I never said that. All I said was that I know how hard this job is.

DABhand.2079:

to be honest

https://forum-en.gw2archive.eu/forum/support/account/Players-Awaiting-Help-merged/page/4#post6665

That sounds like you have had previous trouble etc. Sorry but in my honest opinion you have been found out a couple of times now, and then try to blame it on other people.

This is that situation, not another one.
And btw I’ve got back to the game about a hour ago =)

Ofcause I’m not sure what was that. That’s why I ask CS to give me some logs and/or other stuff to learn some from it.

I know this stuff cause it’s my job, you know

DABhand.2079:

@Dahgoth – Difficult to allow 2 different connections from 2 different modems with different MAC addresses. Would require someone knowing you, your static IP address, your modems MAC address and your account details.

But you do realise Point to Point Tunneling requires a lot of work on both ends to use, and is mostly used for VPN purposes. I seriously doubt your ISP is allowing you to browse the net on a VPN, that would be the stupidest thing ever, everyone would be guilty of port scanning someone on that ISP if someone reported them.

Lets be honest, you have been caught out, just admit it.

You’d be very surprised what “secure” networks and “experts” we have in Russia.
And it’s really easy to make my router think that someone’s laptop IS gateway. It’s have 2 connections – 1 to a network and 1 to a gateway. And I can see all hosts in my network including all ISP servers etc. w/o using any special software.

Imagine.8623:

Dragonlord.6748:

I think the ban for the Karma exploit was overdone.
They made a mistake and set the wrong value for the items, how the hell are the players supposed to know that the value is wrong?

And instead of fixing this issue, and perhaps do a a rollback, they proceed to ban thousands of players for doing something they had no way of knowing was an exploit.

After reading a large number of posts on the account forums here alone, I’m really starting to question Anets policy.

I keep getting the impression that players are banned for no reason at all and they get no informations as to what they did to get the ban, but instead tell players to read the TOS as if that will explain to players what they did to get the ban in the first place.

For me it has come to a point where I am actually expecting to have gotten a ban or suspension every time I log in, and find myself surprised when I can in fact log in and play.

There’s a very large difference between buying a weapon once while it was low karma for your own use and buying a boatload for pure exploitative purposes.

I totally agree with you

DABhand.2079:

@Dragonlord – I think they may have banned people for the amount of Karma they had, like in the 100’s of thousands perhaps :P And then checked logs to see if they bought and resold the same items over and over. That would show they knew about it.

Well as they said @Reddit they loot at quantity of purchased items, so if:

• you bought less than 50 – you’ll get 3-days ban
• you bought more than 50 – you’ll get permanent
• you bought few (less than 10?) – you’ll get nothing and continue to play.

Corrections welcome =)

DABhand.2079:

Its one thing to spoof an IP address but to spoof one with constant connection to a game is another thing, which means someone has to have set up a proxy with your IP addy, which means someone in your home had to do that so someone could connect to you.

Then there is also the chance of getting the right IP address you have been using originally from a potential of 10s of thousands, depending on your ISPs IP range in your area, then getting your account details correct also.

To be honest OP, its looking more like you did it.

my ISP use non-encrypted PPTP connections what means that it’s quite possible to force users to authenticate through the compromised host instead of the gateway.

And this is just 1 example, you know

Thanks a lot Dragonlord but all proofs at ANet side and I have no access to their logs.
They’re continuing to tell me that it was me that means that all connections was made from my ISP’s subnet. So if it is then I see few ways from here:

1. The attacker got an access to my hardware (whats really unusual and hard to make).
2. It was some kind of MITM attack (I believe it’s more real given the fact that my ISP’s network have lack of security and pretty large amount of users).
3. It was me but that means that there’s 1 day of my life which I don’t remember or have another memoirs (smells fantastic, isn’t it?).
4. Something I have no idea but there’s a lot of explanations…

At the moment I came to the decision to appeal as if I did use the exploit, because it’s seems much faster way to return.

I applied to the support to provide any technical information to be able to conduct an investigation on the other hand with experts from my ISP. And when I will have sufficient proof, I will contact support again to clear my name and reputation.

EDIT: I’d like to take my words back about quality of service. I know how hard your job is. I work in support more than 10 years, the last 3 years I was the head of technical support in the major companies in Russia. I want to apologize for what I said earlier to the Customer Support Team and wish them all the best.

Well don’t you think that if I did use it I’d apologize and came back to the game long time ago?

If you’re using exploits doesn’t mean that all do the same.

Response Gus via Email 09/07/2012 03:03 PM

Greetings,

Your account is no longer banned. Have fun!

Regards,

GM Gus
Guild Wars Support Team
http://support.guildwars2.com/

Thank you very much. Best regards!

Thanks Gods you’re here Gaile!

First of all I could not get access to the game more than a day before the permanent ban was occur.

Second, and you know it that it is not necessary that the access was made from a different location – it’s too easy to fake (given the fact that I use the largest ISP in Moscow there are more than 5 million users without encryption and other security methods to protect the connection).

Moreover, I have never experienced any problems with game accounts, but after losing control on GW2 account there were reported attempts to influence accounts in other games (such as WoW, D3, SC2, Entropia Universe, Ultima Online and Eve Online which was registered on same e-mail).

Perhaps there is also some misunderstandings related to the fact that English is not my native language and I often use a translator.

Response Gus via Email 09/07/2012 03:03 PM

Greetings,

Your account is no longer banned. Have fun!

Regards,

GM Gus
Guild Wars Support Team
http://support.guildwars2.com/

EDIT: I’d like to take my words back about quality of service. I know how hard your job is. I work in support more than 10 years, the last 3 years I was the head of technical support in the major companies in Russia. I want to apologize for what I said earlier to the Customer Support Team and wish them all the best.

nescience.2954:

That…makes sense, thanks! I’ve closed my other tickets, just the oldest (#120901-029729) remaining.

It should help a bit I think… You’re welcome, mate =)

GaileGray.9587:

That is exactly what I am trying to figure out. And that’s why I appreciate people providing their ticket numbers.
<…>
However, with this information, we can dig down into the reason that a ticket from August 31st has not been resolved, when one from September 3rd has been.

If it help you I’ll post it here 1 more time

August 31 – 120831-006906

I think that it’s happened cause we made another tickets 2-3 days after initial ticket.

nescience.2954:

How do we close tickets? Is there anything else I can do to get the ticket prioritized correctly?

To close a ticket open it and choose “No…” in menu “Do you want a response?” just above “Submit” button.
To prioritize your ticket simply update it (with or w/o any info in text field).

Paranoia.3689:

I cannot re title my first ticket only update it which I did.

Also I am not sure how to close out the duplicate tickets.

Gray.8712:

This is the newest ticket with the same information IF you need it
120905-006157

I would recommend you to update your oldest ticket and close all others.

GaileGray.9587:

What sort of information do you mean? If you provide your serial code, your username, your display name — the things in my first post in this thread — you’re ok.

Yeah, I’ve made it. I just thought that maybe it will help to define myself as a legitimate buyer. Thanks a lot =)

Thank you GaileGray very much!
I have 1 more question: should I give you my purchasing data?

I’ve closed all newest ticets and leave an oldest one updated.

Tyrraeth.8765:

Given that my original heading from 8/27 says nothing about a hacked account or blocking login, could you look into/change heading on 120828-003070 for me? Would do it for myself, but see no option to do so.

Same here! My first ticket was at another section with default name.
Is there any chances to get some info about it it on review or not?
Thanks a lot, falks!

Just to be clear about Refund Policy: If you pre-purchased Guild Wars 2 from buy.guildwars2.com and would like a refund prior to the release of the game, please contact Customer Support.

GaileGray.9587:

Hey guys,

To let you know how seriously we take these things, we had three meetings before Noon today and we’ve come up with some really good ways to address a lot of the larger issues. Please hang tight — I do believe you will see traction on this in a very short timeframe, in many cases today!

Ray of light in the darkness! Thank you very much =)

Have you posted your ticket number in this post already? If no, be so kind, do so =)

WouterTuinkabouter.7594:

should i keep the account empty?

Yes, you should keep it clean because it is difficult to work on such cases (found info in this subforum few days ago, you can use search function).

Have you falks posted your ticket numbers in this post already? If no, be so kind, do so =)

Sslick.7106:

Ya my friends account was hacked on Monday aswell and he has had a ticket open sense monday, but has not recieved any help. He has put in his support tickets the right way, but they still have yet to respond.

Have your friend posted his ticket number in this post already?

Sons.7163:

your pretty lucky to get your account back so fast, ive been waiting 6 days to get my problem sorted
Ticket number:
120831-020684
120904-003894

Have you placed your ticket numbers in this post?

Evarfrost.2741:

aye, submited another ticket.

As it’s states in FAQ “the ability to change your Display Name is not currently available, however, we intend to have a feature that will allow you to do so at a later date”. But I believe that in your case CS could figure it out. Good luck mate and gratz =) Hope we all get out accounts back…

You should read some documentation in part you’ve missed when agreed with it:
https://www.guildwars2.com/en/legal/

You should re-open your old one ticket and post all ticket numbers here:
https://forum-en.gw2archive.eu/forum/support/account/Players-Awaiting-Help-merged

And Good Luck to all of us… =)

You should re-open your ticket and post it here:
https://forum-en.gw2archive.eu/forum/support/account/Players-Awaiting-Help-merged

Don’t forget to post your ticket number here:
https://forum-en.gw2archive.eu/forum/support/account/Players-Awaiting-Help-merged

And Good Luck to all of us… =)

Well I thought about it too but I’d like to get my account back.

Please post your ticket numbers here:
https://forum-en.gw2archive.eu/forum/support/account/Players-Awaiting-Help-merged

I’ve read somehwere here that it’s much harder to resolve this issues if you have played on both accounts.
So my suggestion is no, you should not play from new account untill your issue become resolved.

P.S. Sorry for my English, it’s not my native

Did you post your ticket number here?
https://forum-en.gw2archive.eu/forum/support/account/Players-Awaiting-Help-merged

Post your ticket number here:
https://forum-en.gw2archive.eu/forum/support/account/Players-Awaiting-Help-merged

And good luck to all of us… =)

Better to keep 1 topic with all issues than make 10’000 different posts with same info

Post your ticket numbers here:
https://forum-en.gw2archive.eu/forum/support/account/Players-Awaiting-Help-merged

Follow this instructions to re-prioritize your initial ticket.
Post your ticket numbers here:
https://forum-en.gw2archive.eu/forum/support/account/Players-Awaiting-Help-merged

Reed more here:
http://wiki.guildwars2.com/wiki/Game_status_updates

Another tip: post your 1st ticket and prioritization ticket numbers here:
https://forum-en.gw2archive.eu/forum/support/account/Players-Awaiting-Help-merged

You falks should post your numbers here:
https://forum-en.gw2archive.eu/forum/support/account/Players-Awaiting-Help-merged

Good luck to all of us =)

Have you post a ticket to Customer Support? How to:
https://forum-en.gw2archive.eu/forum/support/account/How-to-Submit-a-Ticket-Account-Issues-2

And check the wiki satus page for more info:
http://wiki.guildwars2.com/wiki/Game_status_updates

You are welcome and good luck to you and your friend =)

Have your friend read this?
https://forum-en.gw2archive.eu/forum/support/account/Multiple-Tickets-Don-t-do-it/
And maybe he should post his info here:
https://forum-en.gw2archive.eu/forum/support/account/Players-Awaiting-Help-merged/
More info: http://wiki.guildwars2.com/wiki/Game_status_updates

Frozenwolf.5017:

hi there i would like to point out that i have the same problem.
i made a ticket on 28-08 of my acount being hacked ( when it was still in 72 hour ban) than it went to perma ban and i updated my ticket, refnr: Blocked/Suspended Account [Incident: 120828-003651]?
about 3 days ago i read that you prioretyse hacks and i made a new ticket linking the old ticket ref nr: Hacked Account (28-08-2012)
and i havve not been answer ever since.

right now i havent been able to play since the oficial release of the game, my patience is long gone and my friends i cant play with anymore cause there all 60+ even the ones that were banned just like me.

please let me play your game again!!

Ref nr’s:
[Incident: 120828-003651]?
[Incident:120902-006080]?

Have you post your info here?
https://forum-en.gw2archive.eu/forum/support/account/Players-Awaiting-Help-merged/

You are welcome =) Hope you’ll get your accout back!

Have you posted your info here?
https://forum-en.gw2archive.eu/forum/support/account/Players-Awaiting-Help-merged/

Well I did the same and stil waiting… =(

Have you made a ticket as mentioned? Follow the instructions found here: https://forum-en.gw2archive.eu/forum/support/account/How-to-Submit-a-Ticket-Account-Issues-2/

Have you posted there already?
https://forum-en.gw2archive.eu/forum/support/account/Players-Awaiting-Help-merged/

8/31 – 120831-006906
9/02 – 120902-006289 – there’s best represented information about the incident
9/05 – 120905-002252

Greetings!

Guild Wars 2 Account Name: Hidden
Guild Wars 2 Display Name: Dahgoth.4617
Guild Wars 2 Serial Code: Hidden

Since August 30, 3 pm UTC+4 (4 am PDT, the time my vary) I couldn’t log-in to the game. First I thought that it’s may be because of some maintenance and/or log-in issues (was wrote @twitter). But after a few hours, I got a new error message (instead of “could not connect”) that my account was suspended due to violations. After that, I checked other games’ accounts (WoW, D3, SC2, Entropia Universe, Ultima Online and Eve Online) which was registered on different e-mails and found that I’ve lost it already.

After conducting a thorough check of all systems and accounts (LiveCD AV’s) I found few trojans and rootkits.
I’ve made a clean install of OS and software, restore and protect all my e-mail and game accounts.
However the accounts that were protected two-factor authentication was not affected. Therefore, I believe this method is the most effective in the fight against hackers and scammers.

But still I don’t know why I’ve got my account permanently banned and how to restore it. So I hope you’ll help me.

Thank you for your understanding and support.
Best regards, Hidden Real Name a.k.a. Dahgoth.

P.S. By the way, I checked my e-mails address in a few secure services (such as pwnedlist.com, etc.) to confirm that it isn’t in the scammers lists.

Same here! Did prioritization procedure twice and still no response at all!