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Gobbals
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Posted - 2005.05.27 17:02:00 -
[31]
Same Problem here, except EVE has been disconnecting like that for weeks for me. So i take it there is no actual fix? Is it something CCP is looking in to? Is BT doing anything about it? What is actually being done about it? 
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Cmdr Sy
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Posted - 2005.05.27 18:19:00 -
[32]
My phone provider is BT, my ISP is a subsidiary of C&W, and I have only had one connection drop, the night before last. But I have seen for myself, one of my friends getting booted as frequently as every quarter hour for a whole night, over the last few nights.
Given that these companies have virtually a monopoly over here, I don't see what people can do other than complain. It's not as if people can take their custom elsewhere in a lot of cases, it would be like trying to find an alternative to the National Grid.
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Hunt Smacker
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Posted - 2005.05.27 19:38:00 -
[33]
Weekends are awful... Cant play EVE for ****. It just drops all the time.
So heres the thing. I've tried EVERYTHING, and BT are just useless at finding a solution to this problem. So do I change ISP? Will it be any better? It's all ROUTED through the same exchange AFAIK... ?
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Cmdr Sy
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Posted - 2005.05.28 02:19:00 -
[34]
Here's a question.
Does anyone else notice a pattern of 01:45 GMT connection losses in the UK, using BT lines? It happens to me.
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nahtoh
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Posted - 2005.05.28 03:36:00 -
[35]
Edited by: nahtoh on 28/05/2005 03:44:47
Edited by: nahtoh on 28/05/2005 03:40:40
 Originally by: Capt Hindgrinder
Oh, and to make your call centre tech support peoples lives a living hell...
never ever ever allow them to transfer you ANYWHERE without them staying ON THE LINE. (they hate that)
Server Used: [ whois.register.com ]
http://myeve.eve-online.com = [ 157.157.139.201 ]
Well If you come through to me welcome to little trick we call "penalty hold"...
Stuff like this is why after roughly 3 months virually no ISP tech gives a rats ass, tell me you one of the total ****ers that thinks with have the big red fix everthing button on our desks?
Sigh we should have a phones that allow us to give electric shocks down the phone to dumbass whinners...
Or you may find out that the sups name is Mr D Tone
Don't annoy the techs on the phones...they normally can't fix stuff like this...
And I don't work for BT..
"I am not saying there should be capital punishment for stupidity, but
why can`t we just take the safety labels off everything and let the
problem solve itself" (credits to mcallister TCS)
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nahtoh
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Posted - 2005.05.28 03:37:00 -
[36]
Originally by: ollobrains
make a mountain out of a molehill and it will be solved - good advice regarding tech support though.
Wanna bet?
"I am not saying there should be capital punishment for stupidity, but
why can`t we just take the safety labels off everything and let the
problem solve itself" (credits to mcallister TCS)
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ophiuchus3000
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Posted - 2005.05.28 07:09:00 -
[37]
Just adding my name to the list of people effected. I lagged then dropped. I had access to everything on the web bar the forums here and eve itself :(
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carnezac
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Posted - 2005.05.28 08:39:00 -
[38]
nahtoh well said mate 
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Andrue
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Posted - 2005.05.28 10:50:00 -
[39]
Originally by: Cmdr Sy
My phone provider is BT, my ISP is a subsidiary of C&W, and I have only had one connection drop, the night before last.
No problems here.
Quote:
But I have seen for myself, one of my friends getting booted as frequently as every quarter hour for a whole night, over the last few nights.
Ouch. Time to change ISPs then. I've not had any connection problems since Easter '04 except when the servers were down.
Quote:
Given that these companies have virtually a monopoly over here
You can't 'virtually' have a monopoly. You either have exclusive control of the market or you don't. In the case of UK ISPs there is no monopoly. The UK ISP market is awash with alternates and most operate their own backbone.
I would advise anyone that experiences more than one connection failure a month to switch to a different ISP. My personal recommendation would be Nildram.
--
(Battle hardened miner)
[Brackley, UK]
WARNING:This post may contain large doses of reality. |
Hunt Smacker
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Posted - 2005.05.28 11:08:00 -
[40]
My disconnects seem to depend on time of day. Usually after midnight, it goes offline for 1-2 hours completely. During the evenings it can disconnect every five minutes for about half hour, then drop every half hour after that or so. Daytimes is usually random... Either way, its really annoying and making it impossible to play EVE properly.
So different ISP's use different backbones? Cause I don't wanna change to one that's no better, but I need some pointers...
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Demonikan
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Posted - 2005.05.28 11:18:00 -
[41]
My eve connection went bang last night, I called my local Telecom's service center, and got some woman asking me if I had setup my internet explorer settings correctly  After I had informed here that I was getting ocassional layer 3 connectivity, but it was unstable and getting no name resolution at all; she just told me that she would log it and get an engineer out. 
After a couple of hours watching TV I came back to my network being fine again, called telecom back, and they informed me that I was the first person to warn them that there primary link off island had gone down, the secondary has cut in then the primary had come back up creating routing loops on the nework...like duh 
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Dawson
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Posted - 2005.05.28 11:24:00 -
[42]
Edited by: Dawson on 28/05/2005 11:25:24
Iam with NTL and cant post!
*edit* omg its worked
For the last 2 weeks or so I havnt been able to post on the forums. Although playing the actual game hasnt been a probblem.
Ambassador
Admiral of the Blue
Join BSC |
Andrue
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Posted - 2005.05.28 12:23:00 -
[43]
Edited by: Andrue on 28/05/2005 12:23:33
Originally by: Hunt Smacker
So different ISP's use different backbones? Cause I don't wanna change to one that's no better, but I need some pointers...
A good place to look is www.adslguide.org this has a comparison function and message boards where you can ask about an ISP.
Finding out which ones operate a backbone and which just rent server space of somebody else' network is complicated. Some ISPs will tell you up front. Others avoid the subject.
M ISP is Nildram and they seem pretty good. As regards their Nildram network
they were independant but as of about a year ago PIPEX acquired them. So far the service seems no worse though so I'm still with them.
--
(Battle hardened miner)
[Brackley, UK]
WARNING:This post may contain large doses of reality. |
nahtoh
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Posted - 2005.05.28 13:24:00 -
[44]
Originally by: Hunt Smacker
My disconnects seem to depend on time of day. Usually after midnight, it goes offline for 1-2 hours completely. During the evenings it can disconnect every five minutes for about half hour, then drop every half hour after that or so. Daytimes is usually random... Either way, its really annoying and making it impossible to play EVE properly.
So different ISP's use different backbones? Cause I don't wanna change to one that's no better, but I need some pointers...
I use UKonline, and they got some good prices if you in range of one of the unbundled exchanges...Had one drop out in 3 months and it only lasted for about 20 mins...8 Meg for ú29.99 4TW
"I am not saying there should be capital punishment for stupidity, but
why can`t we just take the safety labels off everything and let the
problem solve itself" (credits to mcallister TCS)
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Shaddex
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Posted - 2005.05.28 22:52:00 -
[45]
I believe I have an answer for some of you ppl in internet land.
I had the same prob, not being able to connect to EVE or the Forums when the rest of the worl could.
My prob was this......
My Anti virus had found a virus on my machine whilst I was playin EVE. EVE Shuts down and I cannot connect.
Reason:
CCP detected there was a virus comming from my IP and so they blocked it.
Simple.
After a quick username change to my BT account (Ie. putting a 1 before the @ on the BT username) I changed my IP and was able to connect.
Hope this helps ppl if you get the same prob.
Solution:
Dont let your anti-virus software run whilst you are playin EVE.
----------------------------------------------
There are only 10 ways to understand binary. Either you do, or you dont. |
Vinyl Pants
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Posted - 2005.05.28 22:53:00 -
[46]
Heh, I had 10 harvesters mining an asteroid when I lost my connection, I was also getting dropped packets after 15 hops, lets say i had happy tears when i returned to find all my drones intact and untouched.
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ollobrains
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Posted - 2005.05.28 23:02:00 -
[47]
Having those drones safe was a good move
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Maya Rkell
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Posted - 2005.05.28 23:12:00 -
[48]
I can quite believe it was a C&W issue. The name they've allready been called in this thread is QUITE appropriate.
Oh, and what I love is when I phone up an ISP tech support and they start giving me really helpful advice, which is of no use since it's usually for XP (which I don't - I run 2k) and assumes all sorts of things about my systems setup. Which isn't an issue in the first place.
Especially when I'm phoning to ask when their proxy will be fixed. Again.
"As far as I can tell, It doesn't matter who you are, If you can believe there's something worth fighting for " - Garbage, "Parade" |
nahtoh
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Posted - 2005.05.29 02:39:00 -
[49]
Originally by: Maya Rkell
Oh, and what I love is when I phone up an ISP tech support and they start giving me really helpful advice, which is of no use since it's usually for XP (which I don't - I run 2k) and assumes all sorts of things about my systems setup. Which isn't an issue in the first place.
Especially when I'm phoning to ask when their proxy will be fixed. Again.
We are not all that clueless...But when 98% of all your calls are XP systems you tend to assume that all of em are.
Mind you when asked I always recomened 2k
"I am not saying there should be capital punishment for stupidity, but
why can`t we just take the safety labels off everything and let the
problem solve itself" (credits to mcallister TCS)
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Findail
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Posted - 2005.05.30 00:57:00 -
[50]
Originally by: Genevieve Blue
A shame, because you should be wondering why the ISP fobbed them off and left them to contact you because they were unwilling to. If they're phoning you rather than the ISP that's a bit of an issue, if they're phoning you out of desperation from a crummy ISP, complaining to the ISP won't help.
Well, as a carrier, the ISP would be our customer, but the end user isn't. The end user is a customer of whatever ISP he uses. The ISP can open a fault ticket, not their customers. There is no direct business relationship with their customers, and their customers are not entitled to act on behalf of the ISP (hope that makes sense)
Anyway, to locate a connectivity problem, do a quick traceroute from several network points. Anyone can do this.
Do a trace from your own machine, then go to somewhere like http://www.bgp4.net and pick a route-server to telnet on to.
Then do a trace from the route-server to the same destination. It'll nail down a route problem reasonably quickly.
Then send the whole thing off to your ISP. If they won't do anything, change ISP's, and tell them WHY you're unhappy with their service
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Valan
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Posted - 2005.05.30 02:35:00 -
[51]
In this case the carrier probably knew where and what the issue was long before any ISP opened a trouble ticket. Companies actually monitor networks. All of these end point users trying to diagnose issues is what helpdesks are for. They are to keep all the wanna be engineers away from the people trying to fix the issue.
The inference here is that the networks don't know what they're doing. Most companies won't tell you what the issue was or blame it on someone else. The truth is it takes time to get an engineer out of his bed to go clean fibres, replace cards, restart equipment or diagnose routing issues.
Most ISPs and network companies are worried about their big corporate customers not the guy spending ú20 per month on ADSL to his house. Providing internet to domestic users is so far down the priority scale its untrue. Obviously if someone like AOL has an issue with a carrier the carrier takes it seriously due to the amount of cash they spend, but when you ring up I can pretty much guarantee there is someone already working on it.
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Capt Hindgrinder
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Posted - 2005.05.30 19:10:00 -
[52]
Originally by: shivan
OK, i work in a call center and do tech surport for networking problems.
If people phone up and wanner speak to my supervisor, then I know that my supervisor will back me up 100% of the time and will give exactly the same info out as what I have.
(also if they have to take the call, means i get to go make a cup of tea  )
As for transfereing a call, bouns, at least on the other end I know that the person I speak to is going to at least be more resonable to me as we do a simlar job, also why the caller is on hold, im racking up his phone bill talking to someone while he/she is on hold.
Something for people to think about when getting shirty with Call Center agents.
(P.S.) Applying to become a supervisor where I work
6 months SDSL/ADSL Provisioning - ACI Rhythms Netconnections
1 year [email protected] cable tech support - tier 1 - frontline.
10 months Qwest Wireless Billing Escalations.
3 years Verizon On-line Tech Support - tier 3 + MSN 8.
I have a little call centre experience...i know how you "outsourced" guys work. Smile and lie, pass the buck or transfer the call - whatever you do keep it under 600 seconds or your metrics will be under review. Only fix the issues that you can fix in under 10mins, if it's gonna take longer do something small and ask the cust to call back. Make sure you say "Is there anything else i can help you with?" before you dodge their issue or you might get "dinged" by Quality As5urance. (Make sure you tell all your agents this when you become a Sup...you'll hit your bonus metrics 100% of the time)
The reason i escalate to your sup is because you have no authority and are so worried about your call time that i have doubts that you will give me a true effort to address my issue. You want to go make a cup of tea while i talk to him? You're still under aux and it's likely ruining your call time for the whole week. Great. Serves you right for not helping your customers. Your Sup will not mind warm xfering with me up to tier 3 tech support where we will continue to run up your calltime as well as the tier 3 agent until finally he "might" send a trouble ticket down to the CO. Meanwhile - at the CO, the telco tech will look at his trouble ticket and see that the frontline agent (you) did absolutely no troubleshooting and will close the ticket.
Rinse and repeat until you get a GOOD agent who speaks english, looks at the notes from previous calls and says to himself "Jesus! I guess i better follow this though to completion and get the CO on the phone instead of following the process and asking you to power stroke your modem and reboot your computer 10x." Last but not least. 99% of all tech support helpdesks are 1-800 (toll free) numbers, so while you have me on hold it's actually running up your call-centres phone bill, which is then passed on to the client you are outsourced by eventually leading to a spanking from the client who demands that your centre needs to lower AHT across the board, thereby making every agents job harder. It's a viscious cycle.
Outsourcing is the problem.
C.H.
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nahtoh
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Posted - 2005.05.30 23:19:00 -
[53]
Originally by: Capt Hindgrinder
Originally by: shivan
OK, i work in a call center and do tech surport for networking problems.
If people phone up and wanner speak to my supervisor, then I know that my supervisor will back me up 100% of the time and will give exactly the same info out as what I have.
(also if they have to take the call, means i get to go make a cup of tea )
As for transfereing a call, bouns, at least on the other end I know that the person I speak to is going to at least be more resonable to me as we do a simlar job, also why the caller is on hold, im racking up his phone bill talking to someone while he/she is on hold.
Something for people to think about when getting shirty with Call Center agents.
(P.S.) Applying to become a supervisor where I work
6 months SDSL/ADSL Provisioning - ACI Rhythms Netconnections
1 year [email protected] cable tech support - tier 1 - frontline.
10 months Qwest Wireless Billing Escalations.
3 years Verizon On-line Tech Support - tier 3 + MSN 8.
I have a little call centre experience...i know how you "outsourced" guys work. Smile and lie, pass the buck or transfer the call - whatever you do keep it under 600 seconds or your metrics will be under review. Only fix the issues that you can fix in under 10mins, if it's gonna take longer do something small and ask the cust to call back. Make sure you say "Is there anything else i can help you with?" before you dodge their issue or you might get "dinged" by Quality As5urance. (Make sure you tell all your agents this when you become a Sup...you'll hit your bonus metrics 100% of the time)
The reason i escalate to your sup is because you have no authority and are so worried about your call time that i have doubts that you will give me a true effort to address my issue. You want to go make a cup of tea while i talk to him? You're still under aux and it's likely ruining your call time for the whole week. Great. Serves you right for not helping your customers. Your Sup will not mind warm xfering with me up to tier 3 tech support where we will continue to run up your calltime as well as the tier 3 agent until finally he "might" send a trouble ticket down to the CO. Meanwhile - at the CO, the telco tech will look at his trouble ticket and see that the frontline agent (you) did absolutely no troubleshooting and will close the ticket.
Rinse and repeat until you get a GOOD agent who speaks english, looks at the notes from previous calls and says to himself "Jesus! I guess i better follow this though to completion and get the CO on the phone instead of following the process and asking you to power stroke your modem and reboot your computer 10x." Last but not least. 99% of all tech support helpdesks are 1-800 (toll free) numbers, so while you have me on hold it's actually running up your call-centres phone bill, which is then passed on to the client you are outsourced by eventually leading to a spanking from the client who demands that your centre needs to lower AHT across the board, thereby making every agents job harder. It's a viscious cycle.
Outsourcing is the problem.
C.H.
That maybe how it works in the US but not all call centers do so...You ask 99% of my sups a tech question guess who they are gonna check with...Me I escalate faults...not them I am also not teir 1 phone monkey...You don't want to TS with me then get off my phone...one way or the other I don't belive the customer is always right and I don't put up with any crap...be nice and civil and I will go the extra mile for you.
Act like a ass and I know to a milimeter where my support boundires are and they will be rigidly inforced and there is not **** you can do about it.
In house or outsourced there is always a matrix that is enforced.
Theres only one thing better than a thank you email from a customer and thats LARTing a luser
"I am not saying there should be capital punishment for stupidity, but
why can`t we just take the safety labels off everything and let the
problem solve itself" (credits to mcallister TCS)
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OffBeaT
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Posted - 2005.05.30 23:58:00 -
[54]
always tell a tec sopport guy your a gamer.. 
most times they will do a little extra for you.
alot of them are gamming junkys themselfs like we are, so they put out a little more efford for yea.
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bUBbLeS
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Posted - 2005.05.31 00:24:00 -
[55]
Blue Yonder 4tw
no issues at all
i get maybe 1 outage of 2 or 3 hrs every 6 months
tech support are great, i usually phone within 10 or 15 minutes of an outage, get straight through and usually thier engineers have already been allerted, and the call center guys have a description of the problems resolution and an eta on a fix.
blueyonder > BT
and cAKe
Julius ceaser : "operor vos volo MCCCXXXVII laganum bUBbLeS?"
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Capt Hindgrinder
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Posted - 2005.05.31 00:48:00 -
[56]
Originally by: OffBeaT
always tell a tec sopport guy your a gamer..
most times they will do a little extra for you.
alot of them are gamming junkys themselfs like we are, so they put out a little more efford for yea.
Tell tech support that you're a "gamer" and they'll ping you, see a reply and tell you "Your internet service is fine. On-line games are not supported. Was there anything else i can help you with today? Thanks for calling xxx" - Click.
C.H.
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Capt Hindgrinder
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Posted - 2005.05.31 01:02:00 -
[57]
Originally by: nahtoh
That maybe how it works in the US but not all call centers do so...You ask 99% of my sups a tech question guess who they are gonna check with...Me I escalate faults...not them I am also not teir 1 phone monkey...You don't want to TS with me then get off my phone...one way or the other I don't belive the customer is always right and I don't put up with any crap...be nice and civil and I will go the extra mile for you.
Act like a ass and I know to a milimeter where my support boundires are and they will be rigidly inforced and there is not **** you can do about it.
In house or outsourced there is always a matrix that is enforced.
Theres only one thing better than a thank you email from a customer and thats LARTing a luser
That IS how it works in EVERY outsourced call centre in the US, Canada and India. It seems even moreso typical that your non-technical sup has no idea what you're even doing while on the call. You could tell him that the custs Plankt Bubble is broken and that it's not supported and he'd prolly tell the cx this with absolute confidence in you - the agent. If you're not tier 1 then you should totally understand the sheer amount of TS dodgers that inhabit your front line support tier, passing the buck, xfering to billing for no apparent reason or cold xfering up to tier 2-3 and leaving no notes as to what has already been TS.
I will completely 100% totally agree that it's almost ENTIRELY end-user error that they are calling about but this is beside the point. Your function is to fix the problem, not sit back and grade how polite your customer is and if he/she is "deserving" of you uber geek time. Perhaps you feel that "educating" the customer about "support boundaries" shows exceptional customer service...i'm sure your QA department would agree with that statement, but the fact is - you get paid to HELP PEOPLE. You should do everything and anything you can to facilitate that help to your clients paying customers, not see how fast you can get off the call without getting busted by QA for refusing to TS with the cust.
C.H.
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nahtoh
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Posted - 2005.05.31 13:49:00 -
[58]
Originally by: Capt Hindgrinder
That IS how it works in EVERY outsourced call centre in the US, Canada and India. It seems even moreso typical that your non-technical sup has no idea what you're even doing while on the call. You could tell him that the custs Plankt Bubble is broken and that it's not supported and he'd prolly tell the cx this with absolute confidence in you - the agent. If you're not tier 1 then you should totally understand the sheer amount of TS dodgers that inhabit your front line support tier, passing the buck, xfering to billing for no apparent reason or cold xfering up to tier 2-3 and leaving no notes as to what has already been TS.
I will completely 100% totally agree that it's almost ENTIRELY end-user error that they are calling about but this is beside the point. Your function is to fix the problem, not sit back and grade how polite your customer is and if he/she is "deserving" of you uber geek time. Perhaps you feel that "educating" the customer about "support boundaries" shows exceptional customer service...i'm sure your QA department would agree with that statement, but the fact is - you get paid to HELP PEOPLE. You should do everything and anything you can to facilitate that help to your clients paying customers, not see how fast you can get off the call without getting busted by QA for refusing to TS with the cust.
C.H.
Tell me about clueless techs you don't need to do, 50% of my daily calls are cleaning up after them...but you seemed to miss relevent parts of my post
1. be nice and civil and I will go the extra mile for you.
2.Act like a ass and I know to a milimeter where my support boundires are and they will be rigidly inforced and there is not **** you can do about it.
3.You don't want to TS with me then get off my phone...one way or the other I don't belive the customer is always right and I don't put up with any crap
I am there to fix things I am not there as a random verbal target for asshats...If your upset I will try to claum you down then try and fix your problem.
You swear at me you get three warnings then you are going to be listining to the dialtone shouting is dealt with in the same manner.
If I know how to fix the problem but its to far beyound my support boundires to take you through it I will tell you what you need to do/get someone to do for you.
Christ I have had mbrs hang up because they found out that I am 30 mins past my finish time and they did not want to keep me any longer.
Since you know most sups are not techs then why demand to speak to one...if you are a Tech then why advise peeps to lie/withhold info to support techs?
"I am not saying there should be capital punishment for stupidity, but
why can`t we just take the safety labels off everything and let the
problem solve itself" (credits to mcallister TCS)
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Andrue
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Posted - 2005.05.31 21:57:00 -
[59]
Edited by: Andrue on 31/05/2005 22:00:21
Originally by: bUBbLeS
Blue Yonder 4tw
no issues at all
i get maybe 1 outage of 2 or 3 hrs every 6 months
tbh that is still more than me. To be strictly truthful I do have to admit that I work for a living and have a life so I can't say that I know I get 24/7 service but I do run an email server and just checking its logs it has reported no connection issues since July of last year. I can also say that in the last twelve months I have never been aware of a dead internet connection except for the odd times when my router crashes.
--
(Battle hardened miner)
[Brackley, UK]
WARNING:This post may contain large doses of reality. |
Andrue
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Posted - 2005.05.31 22:00:00 -
[60]
Originally by: Capt Hindgrinder
Originally by: OffBeaT
always tell a tec sopport guy your a gamer..
most times they will do a little extra for you.
alot of them are gamming junkys themselfs like we are, so they put out a little more efford for yea.
Tell tech support that you're a "gamer" and they'll ping you, see a reply and tell you "Your internet service is fine. On-line games are not supported. Was there anything else i can help you with today? Thanks for calling xxx" - Click.
C.H.
Lol, not from Nildram. It's kind of ironic that I have hardly ever needed them. The few times I have are when the problem is with someone else' network (as in Easter '04 when Clueless&Witless screwed up). Even so they have been helpful, understanding and help me find out the email addy for the people running that network. They won't send an email on my behalf but they will assist me in tracking down the cause and working out who to email.
I know from ADSLGuide that they welcome and like gamers. They used to host the Jolt gaming network (may still do) so that's probably why.
--
(Battle hardened miner)
[Brackley, UK]
WARNING:This post may contain large doses of reality. |
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