Lag issues in Latin America

#1 - June 14, 2013, 4:08 p.m.

Hello guys, I am oppening this thread to collect data from every latin american players who are having problems with the game caused by package loss or latency between our connections and NCSoft servers.

Recently I am having a lot of issues in the very populated cities (LA) and in the dungeons. The sPvP is unplayable without an tunnel service like BattlePing or WTFast.

Without Tunneling service I got 400-500 ms of average latency, with the tunneling service (BattlePing) I got 180-230ms of average latency.
Attached in this thread is my and my friends mtr reports:

1- Speed test bandwidth meter
2- Windows latency meter
3- WinMTR between my computer and GW2 Server
4- Mtr report from a EC2 Amazon Server located in São Paulo – Brazil
5- Windows latency meter from a friend located in Mato Grosso do Sul – Brazil
6- Mtr report from a other friend located somewhere in Brazil.

Ashley Segovia

#55 - July 4, 2013, 10:43 a.m.

Hey guys – I’m currently collecting data in regards to this issue. The best way to get this to me is through the ticketing system. The forums are fine, but I can get the best information needed if I’m able to talk to you guys one on one. The more information that you’re able to provide, the more information I have to provide to the appropriate departments for further review.

That being said, what I need from you guys is the following:

Server
ISP
GA and/or Network Diagnostic report
Times that you’re experiencing this issue

The sticky thread below should give you more info in regards to contacting support:
https://forum-en.guildwars2.com/forum/support/tech/How-to-Submit-a-Technical-Support-Ticket-2/first#post3957

Ashley Segovia

#141 - July 7, 2013, 11:28 a.m.

Hello all!

I appreciate the wealth of information that you’ve all provided thus far. Please be assured that this is still being looked into. Despite whether or not our support team has informed you to contact your ISP, your information that was provided to us is still being forwarded to the appropriate departments for further investigation.

In the meantime, I would recommend contacting your ISP to see if there is anything that they can do to help alleviate some of the connection issues as I don’t have an ETA to provide for any kind of resolution at this time.

Please do continue sending in tickets so that we have more information to forward on.

I appreciate your patience in regards to this issue – I can definitely understand how frustrating this must be especially if you feel like no one is listening and so I want to apologize for any inconvenience this issue may have caused. Once I have more information to provide for you guys I will let you know as soon as I can.

Thanks again!

Ashley Segovia

#143 - July 7, 2013, 11:39 a.m.

Tickets close automatically after 72 hours if we receive no response from you. Again, despite what support may have instructed you to do, we are still forwarding your information for further investigation.

Ashley Segovia

#167 - July 9, 2013, 11:46 a.m.

Hey guys just an update:

Our Network Engineering Team has thoroughly investigated this issue and we have been unable to find anything that would indicate that this is an issue on our end. This does appear to be a widespread issue in the Latin American region which spans multiple countries and so I would recommend getting in contact with your ISP to see if there is anything on their end that can be done to alleviate some of this lag.

I’m sorry for any inconvenience and frustration this may have caused you all but unfortunately there isn’t anything that we can do in this particular case as it appears to be affecting multiple games and multiple ISP’s within this region.