Thread: Time Warner, RoadRunner, Brighthouse players please read.

Originally Posted by WargFoe

::: Update :::
I can't speak for everyone but I'm going to go out on a limb here and say that most of us would be very patient if you guys would have come out and said "Here's the issues that we have found and rest assured we are working on it and making them a priority to get you back in the game" instead of this is not our problem, contact your ISP, which is the message that most of us received...

If this was an ISP issue, which is what it sounds like, what else would you expect Turbine (or any internet destination) to do? It's not their network and they aren't going to know what's broken. I work in a network operations center that regularly interacts with ISPs, this is how things get fixed:

- End-users report problem
- If more people report the problem, it becomes increasingly clear that there is a problem and the issue gets escalated faster until it reaches someone that can determine what's wrong
- Issue gets fixed

You aren't going to call HBO if the show you are trying to watch is coming in fuzzy are you? HBO might be aware that there is a problem for some customers, but unlike your cable provider they aren't going to know that a telephone pole fell down 2 miles from your house. I've been keeping an eye on this thread which was affecting many guildies, but some of the posts here have been seriously misguided.

Things *seem* back to normal for me today on TW cable in So Cal.

Given the complexity of networks, software and hardware,
and the human factor it is inevitable that problems will
happen. I appreciate those with expertise from whichever
agency jumping in to investigate this with a positive
attitude.

The blame-game is a waste of time, but it would be NICE
to see someone stand up and say "we understand what went
wrong, and we fixed it". The notion that it "magically"
fixed itself does not instill much confidence that it will not
soon reappear.

So is anyone else having an issue with user chat channels? I am now able to successfully log in my toons, however some of them lost all of their user chat channels. I re-added the ones I remember, but some had some older channels were passworded and I have forgotten the paswords, lol. Anyway, so far I logged in and out multiple toons without server disconnections.

Originally Posted by donworth

Thank you SO MUCH Gary for communicating not only with your own customers, but TWC's as well. As a TWC customer, I really really appreciate it! (I'm pretty sure I won't be hearing from them about having solved the problem)

Hey no problem... glad everyone is on the same page now. If things should come back everyone is ready to work together and find out what's going on.

Originally Posted by WargFoe

Gary, I emailed you directly the website/phone number that I used when contacting TWC/RR to set up the ticket. Let me know if you need any other 411 Thanks again!

Yep...got it and thanks. I also responded.

Okay,

So what I'm hearing is that things are back to normal? Lets give this another 24 hrs or so and please keep me updated. We are prepared to engage should it be neeed. In the meantime enjoy your game play

Originally Posted by ima24fan3

Here is the logic in this incident:

100s of TWC So Ca customersl are having connection issues to lotro.

Not just LOTRO, all Turbine servers, UDP and TCP. Not just Southern California, There were reports from Hawaii, Texas, and lots of other places. Not having read the threads, I can forgive you of those mistakes.

So we are left with what the technical gurus at lotro (who managed to make this game work to begin with) debating with a bunch of end users who do not deal with networks

you might want to rethink that accusation. oh wait, you're just trolling.

I understand how they can at times be very frustrating, not just to you as a player, but to your kinships who may rely on your for raiding. But I am honestly embarrassed to be affiliated with such a group of complainers who have done very little to provide for a resolution of this issue and have instead chosen the lower road of bashing and lashing out at Turbine.

Try having just your connection to LOTRO blocked for a week. Not your friends in Vent, they're all fine. Just your connection. Try having that for a week, getting nothing but simple responses back from Turbine, and none of the remedies anyone can think of are doing anything. You call it complaining, but you don't back it up with names and links to posts. But of course you're just trolling and by the side you've taken in trolling, I'm sure the mods will just leave your post as-is. They should delete it.

It is plain to see (with the knowledge of having had this issue with a previous ISP) that this problem does not reside in the hands of turbine, there is no switch they can flip and say "HAHA, just f'ing with you guys".

Ah, no, it was not plain to see by any stretch of the imagination. UDP and TCP connections to specific Turbine servers would suddenly stop at the same time. Chat servers would still work but game servers would not. Launcher handling servers would still work. But specific game servers would be nothing but dropped packets. You could have a perfectly clean traceroute directly to gls.lotro.com, as well as perfect connectivity, and then suddenly you'd lose all contact with the server you were on and be unable to reconnect to it. But logging onto a different game server would work. I'd challenge you to find any easy explanation from a customer perspective for that being purely an ISP issue.

The internet is supposed to be a no-preference stream of packets wherein no individual's packets are throttled or treated differently and all services are available to all clients equally. It is particularly vexing when you cannot access a specific server on a specific port, but everyone else you know can, it raises the horrific spectre of a non-open system wherein what you're allowed to connect to is controlled. It is literally the most frustrating connectivity issue to deal with, it's like being banned.

Drop down off your high horse, back up some of your baseless claims of complaining, and stop spouting nonsense.

I have come to the conclusion that the remiaining people arguing in this thread are men. Only men would keep arguing while women would just be happy the game is working again

The forums are working much better now (don't have to wait 5 minutes for a page to load) and I was able to stay connected to lotro for a good two hours. I did have some lag spikes that had be worried, but I never did drop.

Originally Posted by Artisane1

The forums are working much better now (don't have to wait 5 minutes for a page to load) and I was able to stay connected to lotro for a good two hours. I did have some lag spikes that had be worried, but I never did drop.

I played last night for about 4 hours. I would say 3 or 4 times my character just stopped moving and I started to get annoyed and then she'd zip up a few feet and everything was fine. Forums now work again for me in Chrome which they were getting a fatal error during this time and I had to use IE to get in. Seems okay (touch wood).

Thanks to everyone that did put in support tickets at Turbine and at their ISP's as well as provided all the tracert data and spent their time trying to think of things this might have been caused by instead of just saying "fix me!" or "xxx company is responsible!" (not real quotes people, just go with the sentiment). Neither of those helped get this resolved!

So thanks everyone, hopefully if this should happen again everyone necessary to resolve the problems will get together quickly and take care of the customer!

Have a good day!

I'll be leaving this thread open* for another twenty four hours to allow for time to confirm everything appears to be stable for the affected players.

(* I'd be closing it only for future clarity because players encountering similar issues down the road in the future may not realize this was a specific incidence rather than a general connectivity issue they might be facing at the time, so as to avoid confusion closing this after a good 'wait and see' time is best).

Originally Posted by Jerek_of_horus

Not just LOTRO, all Turbine servers, UDP and TCP. Not just Southern California, There were reports from Hawaii, Texas, and lots of other places. Not having read the threads, I can forgive you of those mistakes.

@Jerek_of_horus: Just to clarify again, it was TWC/RR/BH users in geographical areas (Hawaii, Texas, included with California, and there may have been others as I believe BH is based around Florida) whose network paths were using the same route to the servers, this was gathered from the tracert's obtained by Tech Support when responding to tickets affected players submitted. It, again, was not all players affected which may not be clear from the postings in the thread but was from the info gathered while it was ongoing, I just wanted to make that clear for anyone reviewing this thread going forward.

I had no problems last night. I had posted on different thread that I did have the issue.

Thank you all for getting it fixed and for posting information about what was happening. While it would be nice to know where the packets were getting dropped and what caused it, it's less important than that it HAS been fixed.

Thanks again.

Originally Posted by Mirthgar

I'll be leaving this thread open* for another twenty four hours to allow for time to confirm everything appears to be stable for the affected players.

(* I'd be closing it only for future clarity because players encountering similar issues down the road in the future may not realize this was a specific incidence rather than a general connectivity issue they might be facing at the time, so as to avoid confusion closing this after a good 'wait and see' time is best).



@Jerek_of_horus: Just to clarify again, it was TWC/RR/BH users in geographical areas (Hawaii, Texas, included with California, and there may have been others as I believe BH is based around Florida) whose network paths were using the same route to the servers, this was gathered from the tracert's obtained by Tech Support when responding to tickets affected players submitted. It, again, was not all players affected which may not be clear from the postings in the thread but was from the info gathered while it was ongoing, I just wanted to make that clear for anyone reviewing this thread going forward.

So, for clarity's sake, did it turn out to be a TWC/BH issue, then?

Originally Posted by Hrodberht

So, for clarity's sake, did it turn out to be a TWC/BH issue, then?

What other conclusion could you draw? Turbine says they didn't make any changes and the BH guy in this thread is evading the question. Typical.

I'm glad my SoCal guildies can play now and that the issue appears to be fixed, but there is a reason ISPs have a reputation for being dismissive and failing to own up to their errors.

My connection had slowdown/packet loss around 7 PM PST yesterday for about 20 minutes. Other than that it was smooth as silk. I have yet to log in today. More on that later.

It is good that the finger pointing led to a resolution. Everyone chipped in, it was a real community effort!

ok here is the thing why are we still griping about this?yes i would like to know what the problem was but that is not the issue here,the issue was playing the game and now that we can we are still griping?i am happy we got it fix and am able to play so it is my hope that what ever the problem was we can make sure it doesn't happen again.i want to thank all the tech support in all areas that help get us back in game.

My name is Paul and I am a member of the Social Media Customer Care team at Time Warner Cable. We are currently working with our SoCal Tier 3 support team and Network Opws to track down the cause of this disconnection issue. To do this we need your help. If you could email the following information to Paul at twcable.help@twcable.com:

Time Warner Cable Account number or service address
traceroute to the server at gls.ddo.com
A contact name and phone number and best time to call

Our Tier 3 techs will contact you to offer further troubleshooting tips so we can reach a resolution to this issue

After leaving the game in frustration for five days, I tried once more tonight. I logged into 6/7 characters without problem. I see you have closed threads without any real explanation of what happened for the simple folk, we non-computer techie types. It is still a "who done it" comedy routine. My warden will still not load, but all other characters seemed fine and a few walked through doors OK. What happened? Someone changed something. Then someone fixed something. Can someone explain in simple terms? I would rather not call my ISP anymore or submit further tickets with Turbine. Can you explain, simpler than you have, what is going on? I have 2 Masters degrees, but none are in computers or related fields.

It appears my connection to the Lotro game server (Brandywine) is back to normal. Since yesterday morning, I've been able to log onto all my characters and have not experienced any disconnections during in-game loading screens, nor have my characters become frozen. Although I wished Turbine would have taken a more positive and proactive approach addressing the problem, I'm just glad to be able to play again; which is the end result we all were hoping for. Many thanks to everyone for their input, insight and contribution, which I have no doubt, were the catalysts that brought about this resolution. Cheers!