Thread: Turbine: Your Time Warner Cable Los Angeles Customers are Suffering!

Same problem for me in So Cal, TW cable.
I can not connect most times, or if I do then
I get dropped after a few minutes.

I called TW tech support. They claim they have not
heard any reports of this. Then the tech told me
that their network does not support UDP ??!!
They seem clueless. I have been playing LOTRO on
TW for 2 years; they DO support UDP.

Turbine, please use your clout to reach someone
knowledgeable at TW cable and get this fixed.

I don't know if it is all by coincidence or by some odd fate that Jesus Christ is looking out for me, but I contacted Time Warner Cable, then they 'sped up my internet and made it better'... and then that helped me load the game faster/play faster... but also dc faster and get the evil 1/20 logon server tries. So, I did the next thing and submitted a ticket from the link that someone replied with earlier, and Turbine replied IMMEDIATELY with a generic site that I had already gone to and had done EVERYTHING on the site as well as all the links at the bottom before. So, I replied immediately after their email with an explanation that I had done everything on that site and none of it had worked so far.

Logged onto my character a few times and it had the same error. . . Then about an hour later, I am now able to log on and off characters freely! I don't know if that is all by coincidence but I am now not going to rip all my hair out!

Well, this is frustrating. I was finally able to log in, and it loaded really quickly. I could only stay connected for less than a minute before it disconnected me, and now I can't get back on.

Even this website is failing to load most of the time. Its taken me 5 minutes just to get to this point to be able to post.

There's no way its my specific connection since I've been sitting in Diablo 3 all afternoon w/o any DCs. Turbine's or TWC.. somewhere between the two of them its all screwed up.

Glad someone is getting to play, but I am having the same issue with all my characters on Windfola. (just got DC'ed from an alt a couple of minutes ago.

Glad to find this thread though. At least I know I am not alone, and no longer need to worry about software fixes.

Originally Posted by Hrodberht

Nope, not me. Nice assumption, though (there's irony in there somewhere). I actually don't have high enough rep to give negative rep (the amount required to do so is quite high).

I'm sure the irony is in your misunderstanding of both of my posts. I never assumed anything as factual. I offered possibilities based on facts (an update occured at the exact same date as our disconnectivity began, West coast users have full connectivity outside of LOTRO) and at the end of the day I said we do not know what the true situation is. I was offering a different possibility than your assumption that it was necessarily TW because other regional players are working fine.

In my second post I guessed it was you. This of course is different than claiming it was you. I also guessed it might be someone else (forum mods,devs, etc.) I have no idea who it actually was. Obviously someone disagreed with my argument and abused the rep system from the shadows. In either case, I stand by my point that Turbine's update is on the face of it a leading contender for at least part of the cause of the problems. Kohl, your conversation with your provider doesn't weigh strongly against that likelihood. I never, in fact, claimed that my offered scenario was true, only likely. It can't be false unless it becomes certain that the blame lies with TW. The evidence doesn't suppport this, as the evidence is highly circumstantial and probabilistic. In any case, the practical point, as you say, is to push the tech support requests through both channels.

Was able to play normally again for a number of hours before I was first locked out of individual characters and ultimately give the 20 strikes and you're out server hunt identical to the previous evenings.

I live in Southern California area and have also been experiencing this issue. I have emailed Turbine and was told that if running "ipconfig /flushdns" did not work, I needed to contact my ISP, as it would be on their end.

Well, that "fix" worked for a few hours, but after that, I have had non-stop problems. I did call Brighthouse today and talked to T3 Support for Roadrunner....they told me they are aware of the issue and are working with Turbine to resolve it. He said that unfortunately it is taking awhile due to them finding out about it over the weekend (I am guessing sometime Friday?). He said that when you call in, if you get a regular tech they will know nothing, so just ask for T3 Support immediately. The minute I said it was regarding LOTRO, he knew exactly what I was talking about, and gave me an estimated fix date of Wed, though he said it could be sooner.

Let's hope we all get some kind of compensation for this. I have been playing for 5 years under my Roadrunner internet, and this is the first time I have experienced this, and it happened right after "Maintenance"......

It's now 11 AM on the East Coast and no word yet from Turbine. I spent the past 30 minutes attempting to login without any success at all (Attempting to connect to server 19/20, etc etc.) I will update the forum if I receive any word from my tech support ticket. Please, if anyone hears anything do post as well.

Originally Posted by ima24fan

I live in Southern California area and have also been experiencing this issue. I have emailed Turbine and was told that if running "ipconfig /flushdns" did not work, I needed to contact my ISP, as it would be on their end.

Well, that "fix" worked for a few hours, but after that, I have had non-stop problems. I did call Brighthouse today and talked to T3 Support for Roadrunner....they told me they are aware of the issue and are working with Turbine to resolve it. He said that unfortunately it is taking awhile due to them finding out about it over the weekend (I am guessing sometime Friday?). He said that when you call in, if you get a regular tech they will know nothing, so just ask for T3 Support immediately. The minute I said it was regarding LOTRO, he knew exactly what I was talking about, and gave me an estimated fix date of Wed, though he said it could be sooner.

Let's hope we all get some kind of compensation for this. I have been playing for 5 years under my Roadrunner internet, and this is the first time I have experienced this, and it happened right after "Maintenance"......

Thanks so much for the update, really appreciated!

My thoughts regarding Roadrunner... I have fantastic upload/download speeds and a consistent service with absolutely no downtimes or interruptions. It's hard to imagine this being an ISP issue considering there is absolutely no problems with surfing, downloading, uploading, streaming, or playing other MMO's. This has just been my experience, personally. From what you are saying, it sounds like TWC/Affiliated Companies are stepping up as well, which is good to hear.

Here's hoping for the best, Cheers.

Originally Posted by ima24fan

I live in Southern California area and have also been experiencing this issue. I have emailed Turbine and was told that if running "ipconfig /flushdns" did not work, I needed to contact my ISP, as it would be on their end.

Well, that "fix" worked for a few hours, but after that, I have had non-stop problems. I did call Brighthouse today and talked to T3 Support for Roadrunner....they told me they are aware of the issue and are working with Turbine to resolve it. He said that unfortunately it is taking awhile due to them finding out about it over the weekend (I am guessing sometime Friday?). He said that when you call in, if you get a regular tech they will know nothing, so just ask for T3 Support immediately. The minute I said it was regarding LOTRO, he knew exactly what I was talking about, and gave me an estimated fix date of Wed, though he said it could be sooner.

Let's hope we all get some kind of compensation for this. I have been playing for 5 years under my Roadrunner internet, and this is the first time I have experienced this, and it happened right after "Maintenance"......

So.....was the tech support guy saying the issue was with TWC/Brighthouse?

So, I got an email from Turbine again this morning, basically laying the blame on Roadrunner again, which I do not agree with, since the issues began the same time Turbine did their "maintenance".

And Hrod, to answer your question, Roadrunner tech told me that the connection is being dropped once it reaches Turbine, it is reaching them just fine, and Roadrunner has provided the evidence to Turbine that supports this, however, is willing to change something on their end if need be, and do have ppl working directly with Turbine to resolve this issue.

Below is the email I received from Turbine. Am contacting T3 at Roadrunner again this morning to get an email address to forward this email to, so they are aware of what Turbine says as well.

Greetings ,

Thank you for your reply.

Beginning on or around 6/20/2012 we had begun receiving increasing reports of this issue and similar from players in AC, DDO and LOTRO and all appear to be connecting via Time Warner Cable, Brighthouse Cable, or RoadRunner Cable. This issue is not related to the status of the servers, the affected character(s) or the Turbine connections. We did review and believe the issues you have reported may be related to this outage.

From details received it is believed this is related to a regional ISP issue that seems to occur in the RoadRunner east coast connection affecting players on that ISP or as their connection transits through that ISP's network (most indications seem to point to the connection as it transits through RoadRunner in Virginia but that cannot be confirmed as of yet).

From the issues reported to be occurring it appears that UDP packet routing on one or more ports the games use for their connections are affected causing loading/logging in issues for character/characters using one of the affected ports when connecting. This has been affecting the games ability to maintain a connection to specific worlds, and even specific characters on the game worlds and the general connection stability.

We are recommending that you contact your ISP and highlight the issue, detailing with them that the game connects using UDP packets on ports 9000 through 9010 (for the general connection of DDO/LOTRO), 9000 to 9013 (for the general connection of AC), and also 2900 through 2910 (for the chat and voice chat connections of DDO/LOTRO) to and from *.lotro.com, *.ddo.com, and *.turbine.com servers.

Please also detail with them that it is believed to stem from issues with routing those connection types through RoadRunner's east coast backbone connection though this cannot be definitively confirmed from our testing or players attempts at connection adjustments.

We would recommend when contacting your ISP providing them with a "traceroute"* to the game servers as well to highlight the path that your connection is taking as well:

Click on the Windows "Start" button and choose:
"All Programs"
"Accessories"
"Command Prompt"
In the command prompt window that opens type only one of the following commands (depending on which game is encountering this issue) hitting enter after:

tracert ac.turbine.com
tracert gls.ddo.com
tracert gls.lotro.com

* Note: A traceroute does not adequately reflect the issues that may be affecting the games connection as it does not use the same ports and protocols, it is simply a map of the path your connection currently uses. Also during the trace a result of "* * * Request timed out" is not an error in the connection, it indicates that the server was just not configured to report its identity when forwarding a trace route command.

Once that command completes if needed for copying and pasting to an email or other correspondence with your ISP you can right-click on the command prompt window choosing "Select All". Then right-click on the white highlighted area, this will copy the windows contents to the clipboard, at which point paste ("Ctrl" and "V") can be used to include it in any messaging.

We would also recommend periodically performing a full connection reset (steps included below) to attempt to aid in resetting the connection routing when possible.

Start by power cycling your router and/or modem (unplug them, wait 10 to 20 seconds, then plug them back in)
After they have reset also reboot the computer.

Upon rebooting and logging back into Windows perform these additional steps:

Click on the Windows "Start" button and then click on "All Programs" > "Accessories"
In the menu find the "Command Prompt" icon and right-click it choosing Run as Administrator*
(Note: On Windows XP just left-click the "Command Prompt" icon)
On the Command Prompt window that comes up type this command:
"ipconfig /flushdns" (no quotes) and hit enter.

When it finishes there should be a message of "Successfully flushed the DNS resolver cache" at which point you should reboot the computer one last time and then upon re-entering Windows relaunch the game. This may or may not result in the ability to reconnect to the game under the current circumstances.

We will be following up on this but please do also contact your ISP as they are more readily able to review their connection pathways and issues on those and whether there are any specific outages and timelines for remedying these.

Thank you,
The Turbine Technical Support Team

Turbine, powered by our fans.

Originally Posted by ima24fan

So, I got an email from Turbine again this morning, basically laying the blame on Roadrunner again, which I do not agree with, since the issues began the same time Turbine did their "maintenance".

And Hrod, to answer your question, Roadrunner tech told me that the connection is being dropped once it reaches Turbine, it is reaching them just fine, and Roadrunner has provided the evidence to Turbine that supports this, however, is willing to change something on their end if need be, and do have ppl working directly with Turbine to resolve this issue.

Below is the email I received from Turbine. Am contacting T3 at Roadrunner again this morning to get an email address to forward this email to, so they are aware of what Turbine says as well.

The email response you received from Turbine is exact, word for word, what I received from them this past Friday at 11 AM PST. Nothing new there

Please see this thread here:

http://forums.lotro.com/showthread.p...rs-please-read.