Now I’m going to try to say this as respectfully as possibly, because I believe this is probably a fringe case (or at least I hope it is), but a support person should not be allowed to lie to a customer hoping that they don’t know any better without rebuke.
I submitted a ticket (#315282) to ask about why my connection to the guild wars 2 servers has been lagging ever since the wintersday patch, and how it has actually caused my client to take over 15 minutes to load into Lion’s Arch when previously it took less than 10 seconds.
I will let you look at the ticket for the exact details in my ticket to protect my identity and the identity of your technical support person.
Here is the gist of what happened:
The support rep asked me to run the client with the -diag parameter which would run a bunch of diagnostics. What the rep asked me to copy and paste back to him was the network diagnostics portion which is the output of the program running the windows “pingpath” command.
Here is the final answer I got back from that:
“Hi ,
Thank you very much for the information as this does appear to show the issue you are having.
According to this report, your connection is suffering from packet loss. If you are not familiar with this term, it simply means the loss of data while in transit from point A (your computer) to point B (our servers). What this means is that either not enough information could be received, the information that was received was corrupted or it wasn’t sent at all.
So how does this affect you?
In-game: The game is trying to adjust your position to your last known location or attempting to resend that data over and over but unable to because to much is being lost in transmission. Now, because Guild Wars 2 is a client / server setup, the server is always considered right, (this is a security measure for anti-cheating/hacking). Thus, the game is forced to adjust your location to where the server last thought you were. This causes your character or NPC’s to “snap back” or “rubberband” between the two sets of information. One set from your client, another from the server and since they are fighting (In a manner of speaking) between who is right, your character or NPC characters will appear to teleport back and forth while this “fight” for control happens. Then, if not enough data is received in a period of time, then the game will likely disconnect you because it thinks you are no longer active.
Installing and/or updating: In terms of installation or updating the game client, the data being sent to patch your client is becoming corrupted if it arrives or simply, it won’t arrive at all… preventing you from obtaining the patch files intact. Thus the download either has to keep retrying over and over to get non corrupted data, or it will simply error out and stop the installation if enough attempts to get the information fail.
Because the loss of data is happening prior to it reaching our game servers, you will need to contact your Internet Service Provider for assistance. I would highly recommend sending them these results so they can visually see the issue you are suffering from.
Please do not hesitate to contact us should you have any additional issues, questions or concerns.
Regards,"
Well, the problem with this is that I happen to be a computer scientist, and had looked at the technical results myself. Here is what those results were (* added in to blank out my IP addresses):
