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    Posted Jan 18, 2014
    8:59:42 AM
    PS3 Online Gaming (FFXIV) and U-verse

    Apologies in advance if this ends up in the wrong forum, this is my first post.

     

    I'm happy with my U-verse service as far as it pertains to browsing, streaming, and general online things.  I'm completely miserable with U-verse customer support and online gaming, specifically Final Fantasy XIV: ARR.

     

    Before I go into specifics, let me say this: I don't care if Square Enix, the PS3 or AT&T U-verse are to blame...I just want a resolution.  After getting in touch with customer service representatives from all three organizations, my last resort is to post on forums.

     

    My latency issues begain on December 18th, 2013, the day after patch 2.1 for FFXIV.  I'm talking lag spikes, animation freeze, rubberbanding, general slowdown, infrequent disconnects that made the game frustrating to play at best and completely unplayable at worst.  I'm wired directly to the router with an ethernet cable that is no more than 6 feet long.  The first U-verse technician was helpful in that they discovered an issue with my line, fixed it, and set me up with a new router/modem - 2Wire 3801HGV.  He then attempted to open the ports for the game on said router...but he opened those ports for his own IPad, not for my PS3.  I'm not a technical genius by any stretch, but with the help of a Square Enix rep I was able to open the ports myself.  This did not help, so I set the PS3 to DMZmode.  No help.  I completely uninstalled the game and removed all saved data from the PS3 then reinstalled everything after deleting my cache and cookies.  I flushed my DNS.  I renewed my IP address by unplugging the router for forty minutes and plugging it back in.  I upgraded my service from 12 mb/s to 18mb/s.  All other devices on my network are getting about 18 (wireless), various speed tests run directly from the PS3 browser show me getting at best 10.  My upload speed has always been around 1 to 1.5 mb/s.  I am not playing during peak hours nor am I running any other devices to the internet while gaming.

     

    SE NA customer support tells me that, after IP address 12.81.44.59, my connection times out on the path from my server to theirs.  They say this is a problem that my ISP must address.  Most U-verse techs have told me that it's perfectly natural for a timed out connection to occur and could simply mean that that hop didn't want me to know where/what it is.  AT&T tells me that, if I'm having only issues with this game and no other issues with my network that there is nothing they can do to help.  Playstation reps tell me they can do nothing for me.  I understand that no one wants to accept responsibility, I really do.  I just want somebody, anybody, to help me.  

     

    As is stands, if I have no resolution by February 8, I'm deactivating my FFXIV subscription.  I'm not going to pay for a game that I can't really play due to network issues.  I would love to shop around and find a different ISP...but there's that whole contract with AT&T thing and the early termination fee.  Plus, as previously stated, I have no problems with my service - besides how awkward it is to find a qualified customer service specialist who isn't also trying to get me to buy more things from AT&T.  Why should I have to pay you $15 a month more for Connectech?  Why should I pay you $15 more a month to get a static IP address, especially considering SE NA suggests I don't need one (and I don't want one)?  Heck, the only other ISP worth anything in my area is Charter...I will never go back to Charter.

     

     

    If you made it to the end of this post, a winner is you.

     

     

    PS3 Online Gaming (FFXIV) and U-verse

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    Jan 21, 2014 9:27:58 AM
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    Community Support

    Hi obscenelocust,

     

    I apologize for the inconveniences you are having with getting a stable connection for FFXIV. One thing worth trying is to hardcode a DNS address into your PS3. I would suggest using an open DNS or Google's DNS. I know it helped quite a few people during the Xbox One and PS4 launch that were having speed issues.

     

    Hopefully, it will work the same for this game.

     

    -David T

    If you encounter any issues with your service or equipment, I recommend checking out our Troubleshoot & Resolve solutions to help diagnose the issue.
    I am an AT&T employee and the postings on this site are my own and don’t necessarily represent AT&T’s position, strategies or opinions.
    *I am an AT&T employee and the postings on this site are my own and don’t necessarily represent AT&T’s position, strategies or opinions.

    Re: PS3 Online Gaming (FFXIV) and U-verse

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    Jan 21, 2014 10:01:21 AM
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    ACE - Master

    I have no idea why anyone would suggest a static IP block.  Ignore that.

     

    Those who tell you that tracert hops timing out is a big problem should be taken with a grain of salt.  Routers can be configured not to repond (or treat responding as a low priority task) to TTL errors on ICMP packets (which is the trick traceroute uses to map the network).  If a later hop responds, then the hop that didn't repond is obviously passing traffic on.

     

    Does FFXIV use P2P to share software updates between customers?  If so, maybe your copy of FFXIV is flooding your upstream with too much traffic.   Can that be disabled?  The reason I ask is that this occurred right after you installed an update.

     

    Switching your DNS may cause the game to reach out to different servers than other AT&T customers and can therefore work around a potential issue of congestion between the AT&T peering routers and those of the game servers for FFXIV.

     

    Something that may be useful to you would be to download UV Realtime, install it, run it and post screenshots of the Interfaces tab while you are playing the game.  This would show upstream and downstream utilization.  Also interesting may be the IP/Profile tab, Bitloading tab, and Error Table tab.

    To post screenshots in the forum, reply to this post and use the Insert/Edit Image button (it looks like a tree) in the post editor. One of us will look at your information and let you know what we think.

     

    *The views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.

    Re: PS3 Online Gaming (FFXIV) and U-verse

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    Jan 23, 2014 8:00:28 PM
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    Tutor

    Using Google DNS did improve the latency...a bit.  Thanks for that tip.

     

    I cannot download UV Realtime onto my labtop because it's not compatible with Windows 8.  

     

    I'll be unsubscribing from the game before the next billing cycle.  I gave it a solid day's worth of testing to confirm that the lag is still present at all times.  All this troubleshooting with so little to show for it is not worth it.  Besides, if you play a game at its lowest graphical settings while having to learn mechanics based on anticipating what's going to happen next so that you can work around the expected lag, is it really playing?

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    Jan 24, 2014 8:53:01 AM
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    Community Support

    Hi obscenelocust,

     

    I apologize that we were not able to help get this resolved. Thank you for working with us on this. I am still puzzled on how other games work fine, but this one has an issue. If I do run into any other possible solutions, I will be sure to post.

     

    -David T

    If you encounter any issues with your service or equipment, I recommend checking out our Troubleshoot & Resolve solutions to help diagnose the issue.
    I am an AT&T employee and the postings on this site are my own and don’t necessarily represent AT&T’s position, strategies or opinions.
    *I am an AT&T employee and the postings on this site are my own and don’t necessarily represent AT&T’s position, strategies or opinions.

    Re: PS3 Online Gaming (FFXIV) and U-verse

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    Jan 24, 2014 10:40:23 AM
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    Expert

    obscenelocust wrote:

     

    I cannot download UV Realtime onto my labtop because it's not compatible with Windows 8.  


     

    The program itself is compatible with Windows 8, but the bundled WinPCap installer is not.

     

    You can work around this by manually installing the new WinPCap v4.1.3 from:

     

    http://www.winpcap.org/install/default.htm

     

    After that installation is completed, then install UV Realtime and it will successfully install.

     

    Re: PS3 Online Gaming (FFXIV) and U-verse

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    Jan 24, 2014 12:22:59 PM
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    Tutor

    Thanks to everyone for their suggestions.  

     

    I'm also baffled by the fact that only this game has network issues.  I've read about how other players with Verizon as their ISP traced the problem to a node owned by a company called Level 3 in Canada.  They figured this out well over a month ago (and seemed to garner the attention of both Verizon and Square Enix) but no resolution has been seen as of yet.  It's possible that I'm in a similar circumstance; perhaps this has nothing to do with SE or AT&T.  

     

    Regardless, I've taken this as far as I'm willing to go.  I'll be suspending my account with Square Enix before the next billing cycle.  If anyone hears of a solution in the works or has the mind to continue looking into the matter, I'd love to hear about it.  I can't be bothered currently to pay for a game I barely truly get to play and have to troubleshoot ad nauseum to play at the bare minimum.  Games are supposed to be for fun.

    Re: PS3 Online Gaming (FFXIV) and U-verse

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