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15-12-2007, 06:25   #31
nin2010
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Quote:
Originally Posted by Covmeister View Post
AAAAGGGHHH

4 days later. still no ****ing game. i am so pissed off right now.

everyone mail the european consumer rights commision as i am doing. this is unbelievable. i paid 50 euro for this game.
I don't think it's really NCSoft fault that some ISPs choose to limit your connection in ways that aren't advertised. The problem your having is because your ISP is wrongly identifying the game communication as BitTorrent traffic. They need to remedy that problem.

I can't imagine it being that difficult for Chello to set up an exception rule for TR traffic.
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15-12-2007, 10:41   #32
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Originally Posted by K84 View Post
Hello from Ireland!

Contact your ISP and email them a copy of your tracert. The more pressure Chello get from other ISPs the faster we can all get this fixed!
I already did that (phoned them)
But my traceroute looks like that :

Code:
206-127-147-196.plaync.com [206.127.147.196]
  1     1 ms     1 ms    <1 ms  192.168.1.1
  2     *        *        *     [timeout]
  3     *        *        *     [timeout]
  4     *        *        *     [timeout]
  5    43 ms    41 ms    42 ms  uk-lon01a-rd2-stm64-pos0-0.aorta.net [213.46.160.137]
  6    46 ms    43 ms    43 ms  uk-lon01a-ri2-pos-4-0.aorta.net [213.46.174.142]
  7    44 ms    45 ms    51 ms  ge-6-13.car3.London1.Level3.net [4.68.63.117]
  8    54 ms    54 ms    53 ms  ae-32-54.ebr2.London1.Level3.net [4.68.116.126]
  9    58 ms    54 ms    54 ms  ae-2.ebr2.Amsterdam1.Level3.net [4.69.132.134]
 10    48 ms    53 ms    54 ms  ae-1-100.ebr1.Amsterdam1.Level3.net [4.69.133.85]
 11    56 ms    53 ms    53 ms  ae-2.ebr2.Dusseldorf1.Level3.net [4.69.133.90]
 12    45 ms    50 ms    53 ms  ae-1-100.ebr1.Dusseldorf1.Level3.net [4.69.132.129]
 13    59 ms    54 ms    54 ms  ae-2.ebr2.Frankfurt1.Level3.net [4.69.132.138]
 14    51 ms    48 ms    48 ms  ae-21-52.car1.Frankfurt1.Level3.net [4.68.118.47]
 15     *        *        *     [timeout]
Tech support guy said "everything's fine, we're not blocking any ports, we're not doing anything with p2p traffic, it clearly looks like TR server problems"
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17-12-2007, 22:18   #33
K84
 
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Just an update, I still haven't heard back from Mr John Brocklebank at UPC, he said he would contact me last Monday, it's a full seven days later now and I've sent the second reminder email.
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19-12-2007, 19:26   #34
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This is disgraceful behaviour by the two companies. Neither seem to show any willingness to try and troubleshoot the situation and seem happy potentially losing a lot of customers because of it.

I haven't heard back from UPC about it either. At least PlayNC get back to you quick enough even though they say it's not their problem.
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23-12-2007, 23:20   #35
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Looks like we've fallen into the 'Will not be solved' area of things
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24-12-2007, 17:31   #36
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its not just tabula rasa. eve is going tits up on ntl too
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24-12-2007, 17:56   #37
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I think its time ye started voting with ye're feet then and take ye're business to another ISP that doesnt have the same issues. Especially if NTL is unwilling or incapable of using their own considerable weight to move things along.
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24-12-2007, 21:37   #38
K84
 
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Quote:

Customer (Andrew Rayner)
12/24/2007 09:35 PM Please can you re-open my previous ticket. Otherwise I will continue with this and you will need to take it upon yourselves to read my previous ticket to understand the background.

Your lack of action continues to infuriate me and I will be seeking a full refund for the product if a resolution cannot be found.

I have fully cooperated with my ISP and have been supplying them with tracerts and it's taking some time. Of course it's taking time when the developer of the game doesn't even bother to contact ISPs or backbone companies to flag the issue. I bought this game more than 2 weeks ago now and have not had one second of play.

Please observe the following course of action another developer is taking in trying to retain customers in this official thread by the developers:

http://community.enemyterritory.com/forums/showthread.php?t=11040

You will also see that the issue judging by the timedates was resolved in DAYS once the developers set in. Please advice me on how I can obtain a refund if the issue cannot be resolved.
My efforts towards playNC continued.

NTL still haven't got back to me - I will be looking to get out of their contract as soon as possible now.
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24-12-2007, 21:39   #39
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Sidenote: All NTL customers please contact John Brocklebank at NTL. He is dealing with my issue and would be best placed to 'help' any others out with similar problems.

I also cannot play Enemy Territory now.
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24-12-2007, 22:15   #40
K84
 
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Quote:
John,

As a further update, my experience has been constricted even further now as I am also unable to connect to a game called Enemy Territory:
Quake Wars. Unlike playNC with Tabula Rasa, iD software contacted Tiscali and fixed the majority of the UK based connections based on bandwidth prioritising for Quake Wars. However playNC insist it is an issue with NTL and not with them and they cannot fix it.

Here is another thread to review on connection problems http://community.enemyterritory.com/forums/showthread.php?t=11040. In it includes instructions on how test to see if the connection works. Open 2 command windows -

1. Into the first paste: telnet etqw-180.auth.mmp3.demonware.net 3074
2. Into the second paste: telnet etqw-180.lsg.mmp3.demonware.net 3074

'Leave it for few minutes. Is the screen still blank (well, maybe cursor underscores are still there. Ignore those.)?
If so, type in some random chars and hit return. Do you lose the connection? Any messages?'

My connection is reset as soon as I type 7-8 characters into the second window.

It is now 2 weeks since I was told I was waiting for a same-day response. I have phoned NTL/Chorus customer support and they inform me that you are simply dealing with it and I'm being fobbed off with 'We'll let you know before the end of the week... in a few days', yet I have heard nothing. They say they are also 'unable to contact you as you are based on Dublin and the call centre is in Limerick'. My primary use of the connection provided to me is to play games online, and NTL is preventing me from doing that. Under your terms and conditions, subsection 8:

Section 8: Management of Network
The Services are provided on a best efforts basis and we can not guarantee minimum bandwidth delivered to the customer and we can not guarantee that all data traffic can be transported complete and without delay.
UPC reserves the right to take whatever actions may be necessary to manage its network for the greatest benefit of the greatest number of subscribers. To this end, UPC reserves the right to restrict access to the Services and or to impose data traffic restrictions at its discretion (1) in order to implement new facilities, (2) to allow for data retrieval, and/or (3) to maintain service levels.
You expressly accept that any such actions on the part of UPC may affect the performance of the Service.

I currently take issue with the 'best efforts basis' as currently I have not received a response for 2 weeks after being informed it would take less than 24 hours - 'best efforts' seems somewhat stretched. I will be looking to seek legal advice if I cannot be connected to games that I purchase legitimately in Irish Retail stores to play on an Irish ISP that will not connect due to the lack of service offered. I also cannot be given a refund for some of these games due to their nature as they contain software keys.

I really do hope that this issue can be worked out before I take it futher.

Regards

Andrew Rayner
This is my email I have just sent to John Brocklebank (Technical Support) at UPC.
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25-12-2007, 03:26   #41
DaZulu
 
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any chance of a pm with his email address or will i just address it to him in the subject?
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25-12-2007, 18:23   #42
K84
 
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jbrocklebank@upc.ie
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26-12-2007, 14:04   #43
DaZulu
 
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cheers
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26-12-2007, 19:32   #44
K84
 
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Quote:

Hello Andrew.

Thank you for contacting PlayNC Customer Support.

You can re-open any ticket yourself by using the "My account" tab from the PlayNC website.

It has been explained to you in the petition reference: 071204-002947 that we do not contact ISPs for connectivity issues on their side. Appart for the game you are mentionning there's no online gaming company doing so. We can not offer any refund neither for the game as the problem doesn't come from our servers which are working totally fine.

Thank you for your understanding.

Kind regards,
GM Julien

PlayNC Customer Support Team
http://plaync.com
Is there someone writing on a book on the 'How nots' of customer service that would be interested in this company's response?
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26-12-2007, 19:50   #45
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I have just emailed the RTE business corespondents a summary of the whole NTL connection filtering debacle and the possible illegality - maybe they might take an interest, who knows.
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