redacted Lead tech for networking withint the company
My end users (who pay nothing and expect perfection
) are experiencing the issues between 1400 and 1630 GMT regularly, but it is not across the board for those in Europe. It's perhaps 15% of the total non North American player base, which is a not insignificant minority of users (the split is about 50/50 NA to nonNA)I'd also like to tell you that Hopone is coming up as the culprit when you do traceroutes. If this is not the case, and we can establish this as the actual fact it will go a long way to dealing with a expanding credibility issue with my end users and my server.
redacted (The tech who I asked to be removed from the help ticket since he can not deal with the issue) is not the culprit, nor should you take my asking to have the issue elevated as anything other then asking to having it elevated... if there is to be anything taken from it it's this:
I use almost none of my bandwidth allotment and this will not be changing for the forceable future but crave a low latency connection across the widest internet demographic possible and while the responses are ALL amazingly fast the satisfaction level has been a bit scattered with my personal favorite (yes I have a personal favorite tech that's how much we are conversing) being head and shoulders in the lead.
My server is again down as I type this... this is the second time in a week AND Im getting the crap kicked out of me by the end users.
What can we do?
Thanks for your time
David
PS Im now going to start posting these tickets to my end users.
www.freeallegiance.org the thread is in the game play forum in the thread with Solap in the title. It's agreat game come play
(This is the response to asking to have the help ticket elevated to someone with the power to deal with things) 9The above is in response to this one)
ID redacted
Hello David (that's right my first name is David),
My name is redacted and I am a tier 3 technician and engineer in our datacenter where you server is hosted.
First let me greatly apologize for the delay and the manner that your tickets have been handled. Network issues are very rare on our network and as such not all of our technicians are trained in identifying trouble on our core routers.
I have read over your tickets and understand that the trouble always occurs at this specific hop:
nyc1.ge11-2.core2.dca2.hopone.net
This particular interface is part of our network peering with NYIIX, a carrier-neutral peering facility located in New York City. Many European ISP's have points of presence at NYIIX as it is the "closest" (latency wise) major hub for the eastern United States.
I see that you also mention that this trouble almost always occurs between the hours of 4:00 and 6:30 GMT. Are these times in the morning, as in 4:00 to 6:30am GMT? Or the afternoon, as in 16:00 to 18:30 GMT?
We may have an issue where this particular circuit is becoming saturated. If this is the case we will need to reorganize parts of our network so that inbound traffic to your server takes different transit routes, or upgrade the capacity of this one particular circuit.
Have you continued to experience this trouble? I see that the past few days have been less stressful on this circuit than previously. Also, have you ever experienced this trouble outside of the 4:00 to 6:30 GMT timeframe?
Also, if you could please provide a few more traceroutes from your affected users it would greatly help us in determining the root cause of this issue. These traceroutes do not necessarily need to be during the window of increased latency, but would certainly help.
If you have any further questions or requests please don't hesitate to ask.
Thanks!
- redacted
Now you $#@!ing trolls out there, be aware this has been going on since the first time Ive heard about ANY issues and is continuing as you read this help ticket.
We Care and So Do They
MrChaos
x times 10) after magnamiously volunteering without expecting to be called on the carpet 
