call #4
get through kumar, report about problem connection for 219, and ask is there a problem at streamyx, answer: there is no problem with the ip, anything i can help? tq for calling tmnut

end.

I gave up on 1-300 sometime ago. Even if you have plenty of evidence, it will just go in one ear and out the other anyway since you don't even know if they are writing it down.

I still think it's more worthwhile to gather all your evidence - traceroutes, performance comparison and the like - and send an email to a senior supervisor, stating clearly that it is being CCed to the CEO... and maybe even state that a hardcopy snailmail will be sent to the CEO as well.

Hi, I heard my friend said theres a lot of complaints in this forum about latency problems with Streamyx to WoW, so I registered just for this

I've called them so many times, and everytime they say they will reply the next day. Ofcourse they never did and I have to get back to them, with an answer that they already did something, like reset my port and stuff, but then its always the same thing. Its not only to WoW, im having a hard time browsing international webs and downloading from BT is like 2KB average w00t! And I've been facing this problem for almost 3 weeks now. Guess what? My ping in WoW is on 3k at best, 4k on average, and it can go all the way up to 6k and stay there.

You guys told to call the technicians instead of the operators. I did actually and he asked me to bypass my router and stuff. What the heck lol I'm not going to do that as I need my router to act as a firewall. But then I guess I'll call both sides for now.

Ok now for the IP thing. My neighbour is using a 219, and he doesnt have much problems. Ping range between 500 to 800, thats average to bearable. But me on the other hand, well I've said it just now, basically its unplayable. And for the changing IP thing... I tried, plucking out phone lines, switching off my router, modem, even my com, and reset the connection through my router. Guess what? I've tried for like 80 times at least, with a 100% 192.xxx result. Can I have some tips here as to how you guys really do it? Thanks in advance.

Btw, if they ask you to test the speed o'meter from streamyx site, dont trust it. The meter can show very good results sometimes while the problem is still there. Use this instead.

www.numion.com

This calculates ur connection through international sites instead of our local tmnut servers, this site's result matters more than the speed o'meter.

192.xxx results? That sounds like your internal IP, not the one assigned by Steamyx.
As for resetting you router, don't waste your time anymore. If you cannot get it, you wont get it.

My bad, its 219, typo ><

I'm gonna give Screamyx a call again tomorrow to follow up on the report claimed to be 'submitted' yesterday. This time, I'm gonna ask them to forward me to a technical staff. Hopefully somebody can shed some light, or tell another contradicting story. Oh yeah, they didn't contact me as 'promised'. So much for customer service. If this is the states, I bet we can have a class action lawsuit or something like that for breach of contract (remember the EA/Origin ultima online lawsuit?).

Supposed to call today, but exam in the morn and after I came back, overslept till 7pm..hehe

Well, they(tmnet/AT&T) could be a focused organisation but they too rely on other parties to help them do such thing.. so it will still take time in the end - and nothing is ever as simple as setting a specific deadline and gives a guarantee to solve such a problem. There's always the chance that something else could be the problem.

And yes, you're right in the sense that the technical staff should constantly be in contact with the front-line staff but there's some things that the front line staff can't explain that well to the customer, no matter how well the technical staff try to explain it. Otherwise if the front line is so good he/she might as well go to the back end and be a technical staff too right? Customer support staff is there to entertain you while the back-end people do their job Well they are more like there to take in your complains in case those people at the back don't notice any problem you see. Anyhow, these kind of problems should be made public. At least when you know whats the problem, people won't be jumping up and down trying to find out whats wrong. I wonder why our local telco aren't willing to open up some of their network information to the public like traffic congestion and all that, most good ISPs do that anyway to show how capable they are.

Anyway, good latency doesn't improve my gameplay.. as shown here (that latency is obtained from my office network using Time as the ISP - and that's the best I can get, and the worse is 500ms)



This post has been edited by tarpaucase: Apr 5 2005, 10:32 PM

Thats probably because you don't have a good PC to support it plain and simple. I mean if your FPS sucks, its not going to do you any good cause it will still show as laggy cause your char will be seen like blinking from one point to another instead of actually running. is that what you mean?

You are right about the customer service part though about being able to pass the info to the consumers from what they know and what they could understand. But all we need is not several different answers. We ONLY need one straightforward answer and why, is that so hard to ask or is that so hard for TMNet to actually explain it? Come on. Networking is not dealing with complex differential equations or programming language. What is that so hard to explain? Remember back in college, instructors would teach us that the best way to write a project paper is to be able to reach to the masses and not just for the professor or fellow major students to understand. So, please, there really are no excuse for TMNet incompetence. Also deadlines exist for a reason. Its not just to entertain people on when it will be done but to set a date and time so that it could be done and to achieve the objectives faster. People without objectives tends to lag off and delay further their task at hand. So screw TMNet, I have emailed them my tracert results and they told me they will get back to me in 3 days. As of now, still no response whatsoever on their part.

I don't think you guys will get any response from tmnet - with us just minority WoW gamers pestering them, i doubt they even care...

Did you guys get a trouble ticket number even??? but yeah. they should at least explain .. on a website that their international site is having issues.. or something somewhat.. unless it's something that could impact their services - what if traffic shaping is turned off for all customers.. and because of this all 219.95 ip are congested to the max...? would they announce it.. it would only worsen the situation.. but yeah, why the hell am I defending them for .. crap i still think their network information should be open to the public.. i don't know why they are so hesitant to explain what's wrong.. unless.. 219.95 *is* getting the lower grade of service from AT&T (mpls and all that class of service crap).. and they intent to upgrade but it's in process...???

Oh well best course of action here I think now is for you guys to complain collectively - get a trouble ticket and pour in all the information and repeatedly call them and ask them to refer to this particular problem or speak to their supervisor and all that...

magic word : trouble ticket

(i was screwing around when i meant my gameplay sucked even with the latency.. it was a joke.. sorta.. but..oh nvm)

off topic but...tarpaucase..what ui are u using?? i like the clock and the latency bar shown above..

I think I will give up and play EQ2...lol

their tracert result is amazin on my 2k WoW ping..

Tracing route to eqlogin1.everquest.com [64.37.148.4]

over a maximum of 30 hops:



1 * * * Request timed out.

2 24 ms 25 ms 23 ms 219.93.218.177

3 22 ms 23 ms 23 ms 219.93.216.101

4 23 ms 23 ms 23 ms 219.93.155.29

5 23 ms 21 ms 23 ms brf-odsy01-srp1-0.tm.net.my [210.187.135.1]

6 23 ms 25 ms 23 ms 210.187.143.1

7 22 ms 23 ms 21 ms 219.93.175.123

8 24 ms 23 ms 23 ms 210.187.129.171

9 254 ms 256 ms 254 ms 219.93.168.234

10 330 ms 404 ms 271 ms exch1.laeqnx-1.sonyonline.net [206.223.123.90]

11 258 ms 326 ms 261 ms vl890.sdtermsw-1.sonyonline.net [64.37.128.66]

12 431 ms 258 ms 257 ms eqlogin1.everquest.com [64.37.148.4]



Trace complete.



Tracing route to eqlogin2.everquest.com [64.37.148.25]

over a maximum of 30 hops:



1 * * * Request timed out.

2 26 ms 23 ms 23 ms 219.93.218.177

3 23 ms 21 ms 23 ms 219.93.216.109

4 24 ms 24 ms 21 ms 219.93.155.33

5 24 ms 23 ms 23 ms brf-odsy01-srp1-0.tm.net.my [210.187.135.1]

6 24 ms 23 ms 23 ms 210.187.143.1

7 23 ms 24 ms 23 ms vlan250-brf-sw03.tm.net.my [219.93.175.122]

8 24 ms 23 ms 23 ms brf-backbone02-ether0-0.tm.net.my [202.188.0.8]

9 254 ms 254 ms 253 ms 219.93.168.234

10 255 ms 253 ms 254 ms exch1.laeqnx-1.sonyonline.net [206.223.123.90]

11 258 ms 258 ms 258 ms vl890.sdtermsw-1.sonyonline.net [64.37.128.66]

12 261 ms 258 ms 258 ms eqlogin2.everquest.com [64.37.148.25]



Trace complete.


So...Everquest 2 anyone? lol

Regardless, what I really found offensive was the fact that TMnet have been telling people to go speak to AT&T directly.

Whoever said that should be b****slapped.

In any case, if you really want to rile things up, you could go but 1 lot of Telekom shares. That will grant you access to their next shareholder meeting and give you the right to get to the mike and ask the management 'very specific things'

Called again, 1 told me their servers are having maintainance and cant check my account, called another, told me to change my modem. Whats next?

That's Nurfed UI
It isn't really a latency bar but it's an XP bar

Can someone confirm this please ? Just received it

--------------------------------------------

Dear Mr XXX,

Thank you for e-mailing TM Net. Firstly, we apologise for the late reply.

Referring to the above, please note that the problem we were facing with International Link has been restored. However, if you are still facing the sameproblem please call our helpdesk below and they will lodge a report for you immediately.

Should you have any further enquiries, please do not hesitate to contact us either via e-mail at streamyx@tm.net.my or call us at 1-300-88-9515 between the hours of 8.00am to 12.00 midnight, seven days a week to speak to any of our representatives.

Thank you for being our valued customer.

Best Regards,
Ms Parvinder Kaur
Customer Care Support, CRM
TM Net Sdn. Bhd.
Website: http://www.tm.net.my

Holy Moly!! You serious?? Please someone out there, do a trace route now and post it here to verify this...

Its still lagging. But its not 2k anymore Im having 3k for a few days now. What about the rest?

Just to clarify things. There are 2 types of lag in relation to those who are playing WoW. One is the network lag, which is about 2k+ nowdays. The other is the game lag. Game lag is very subjective as it depends on your PC hardware's performance. The in-game ping indication is actually a total of the network lag and game lag.

Don't use AH as a measurement of game pings as your Harddisk is throttling, trying to catch-up with the data from the server, hence the inflated pings you see when you're at AH. I usually run to an area almost devoid of any toons on-screen to check my in-game pings.

Since last week, the in-game lag is around 500-900ms. Hence the total ping shown in-game is around 3k. Which equates to 3 sec delay in anything you do or anything that is doing you.

So can someone confirm the email that was sent to me ? Has it been fixed ?

Well actually I've went to desolated places like Shimmering Flats, its no different than the AH, tho the AH is wee bit worse. And in order to play I have to bring my PC over to my neighbours house. Using the same com, I dont lag there, pings are at an average of 550ms. To add to that, this problem only arrose around 3 weeks ago, where theres no problem before I was level 32, no problems during the open beta too. One thing wierd tho is that my neighbour is using the same 219.95.xx IP as me.

This post has been edited by Reis: Apr 6 2005, 02:02 PM