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OCEANIA CRASHED AGAIN - EA AREN'T LISTENING

Discussion in 'UHall' started by Rx4, May 28, 2011.

  1. Rx4

    Rx4 Guest

    As you may be aware the Oceania server has had on going issues since Nov/Dec of last year, 6 months ago. Countless cries of help have been made, a huge amount of emails sent to EA, various online chats conducted, and a number of attempted telephone conversations be made...on yet still EA allows the server issues to continue.

    For example, the server crashed at 6:00pm AEST and it is currently still down at 8:00am the following day, 12hours later. This happens every weekend, and during the week there are smaller downtimes between 2-6hours.
    When the server is running we have major lag and disconnection issues.

    It is about time EA responded to us and advise what is being done to resolve the server issues.


    I contacted chat tonight after having received no responses to numerous emails sent to EA:

    Jennifer: Hi, my name is Jennifer. How may I help you?

    Cam: Hi Jennifer, how are you?

    Jennifer: Hello Cameron I am good

    Jennifer: How are you?

    Cam: I am very well thankyou, thanks for asking

    Jennifer: Welcome

    Jennifer: May I know your issue?

    Cam: I am contacting to ask if EA are aware of the Oceania Ultima Online server has crashed again?

    Jennifer: Please wait let me check this as I am not very sure about this

    Cam: ok, thank you

    Jennifer: Thank you for waiting

    Cam: no problem

    Jennifer: I have discussed it with my supervisor and he told that there are some problems Oceania Ultima Online server

    Cam: There have been problems with the server since November/December

    Jennifer: yes

    Jennifer: I really apologize for the inconvenience caused but our engineers are working to fix it

    Cam: This is a regular occurance, that is happening 1-3 times a week which EA simply seem to ignore

    Cam: I have now sent EA 3 emails with no response, as have all the other players...EA seem to be turning a blind eye to the issue

    Jennifer: I am so sorry but there is nothing like that I really apologize for this

    Cam: I know it is not your fault Jennifer

    Jennifer: I am forwarding this to the concerned department now

    Cam: would you supervisor be available?

    Cam: I believe EA should be made aware that I am now seeking legal action to make a class action complaint against EA

    Jennifer: Please wait

    Cam: and we will be seeking reimbursement of all paid account subsciption money since December

    You are currently number 17 in the queue.You should be connected to an expert in about 21 minutes.The average amount of time a customer has to wait is 27 minutes.

    Daniel B.: Hi, my name is Daniel B.. How may I help you?

    Cam: Hi Daniel

    Daniel B.: Please give me a moment while I review the Chat Log so that I can understand exactly what the issue you are having is today and the troubleshooting steps that have already been done. Your time is very valuable to me and I do not want to waste it by doing troubleshooting steps we have already followed through with.

    Cam: We have had an ongoing issue with the Oceania Ultima Online server since November 2010, unfortunately EA seem to be nothing to resolve the problem.

    Cam: correction, seem = are not doing anything to resolve the problem

    Daniel B.: Please take note of the following Chat ID: 719288. This will be very important if you happen to get disconnected anytime during this chat or need to refer back to this same issue. You can always get back in contact with Live Chat and give the next Agent your ID so you do not need to re-explain anything.

    Cam: ok, thanks

    Cam: May I please ask of your position in EA?

    Daniel B.: I am the highest Level of support, Chat Tier 2

    Cam: Ok, thank you

    Cam: Can I also please ask that this conversation and what it relates to be taken those higher than you?

    Cam: Because this is a serious issue that needs to be solved

    Daniel B.: I don't understand can you clarify ?

    Cam: Certainly, I would like to ask that at the end of this coversation you can assure me that the context of this conversation is presented to someone higher than you, your manager for eg.

    Daniel B.: Yeah, I can let them know and leave your feedback for our other teams

    Cam: Thank you.. no offence to you but I think it definitely needs to be presented to those above you as we are now looking to seek legal action against EA. but anyway please allow me to explain the issue

    Cam: Since Nov/Dec of last year we have had constant issues with the Oceania Ultima Online server

    Cam: EA originally tried to relocate the server from Australia to the USA which resulted in major lag and connection problems

    Cam: The decision was made to bring the server back to Australia, however this whole process caused a downtime (when I say downtime I refer to the game being unplayable) of approximately 6 weeks

    Cam: The server was relocated to a new host in Australia and since then we have had nothing but ongoing issues which EA have not resolved

    Cam: Countless emails have been sent from all players on the shards, numerous posts to all the forums, and multiple attempts made via this chat and phone to have the issue resolved, however EA have not even attempted to resolve the issue now for 3-4 months

    Daniel B.: I can take down all this information to be review by our management team

    Cam: The Oceania server goes down (crashes) at least twice a week, during the week it generally takes between 2-6hours to be fixed, on the weekends it goes down for days at a time

    Cam: As an example, the server crashed yesterday at approximately 6:00pm AEST time, it is now 7:00am AEST and the server is still down

    Cam: 11 hours later

    Cam: And this happens every weekend

    Cam: And when the server is up and running there are major lag issues, and big disconnection problems with people getting randomly kicked from the server and unable to rejoin

    Cam: We simply find it unacceptable that EA has left this problem ongoing since it all first began in Nov 2010, 6 months ago, with people screeming for it to be resolved

    Cam: And due I am now seeking legal respresentation to take class action against EA in which we will be seeking reimbursement of all account subscription fees from November 2010

    Cam: It is unacceptable that we pay $30/month per account to not be able to play the game

    Cam: I myself have attempted to ring EA on several occasions, I have sent 3 emails and had no response

    Daniel B.: I do understand how frustrating this can be, not being able tp play your game and I do apologize

    Cam: No offence but I think this is a little more serious than just an apology

    Cam: I am asking you to provide this information to someone higher than you

    Cam: And I would like that person to contact me

    Cam: I (we as a the Oceania server) want to know what is being down to resolve this problem?

    Cam: And I don't think it is something you are able to answer

    Daniel B.: I will escalate your issue to be reviewed

    Daniel B.: but I would like you to run a Uo trace

    Cam: I am sorry Daniel but that is not acceptable

    Cam: UO trace has been done a million times

    Daniel B.: What else do you want ?

    Cam: I would like to speak to someone higher than you

    Cam: This issue needs to be resolved

    Cam: Instead of EA constantly brushing us off

    Cam: Can I ask you, do you believe it to be acceptable that a server has been unplayable for 6 months?

    Daniel B.: No, if you are paying for a service you are not receiving I apologize and I hope there is some way we can compensate you.

    Daniel B.: When I mentioned it would be escalated, that means they will contact you in email about it.

    Cam: We have been told that before, I am sorry

    Cam: In fact we have been told that exact thing for the last 3-4 months and nothing is donw

    Cam: done

    Cam: And no one contacts

    Daniel B.: do you have a reference number from one of these cases ?

    Cam: I have a copy of all the emails I have sent yes

    Cam: And I can get the reference numbers for the other complaints people have made if need be

    Daniel B.: ok

    Cam: Do EA have an official complaints department?

    Cam: A customer relations team?

    Cam: Surely EA must have an official process for lodging a formal complaint which by law is bound to be resolved?

    Daniel B.: The Support team handles these issues

    Cam: The support team never reply

    Cam: I would like to make a formal complaint

    Cam: Something that must be addressed

    Cam: As an example, I work for one of Australia's largest companies, we have a specific complaint process in which if I can't resolve the complaint it goes to my manager, if the manager can't it goes to our complaints department and beyond that it goes to a Government board to be addressed. Each tier has a certain timeframe in which they have to review the complaint. Does EA have a similar process?

    Daniel B.: I can get your issue into the correct department

    Cam: And will that department contact me? And do they have a timeframe in which they must contact me?

    Daniel B.: I'm not sure of the timeframe

    Cam: Can I please check with you Daniel, do you understand that I am 100% serious when I am telling you we are going to take legal action against EA?

    Daniel B.: I understand and I will still help you as best I can to assist you

    Cam: I am sorry but there must be another avenue or another department to discuss this with. Surely when EA have been informed that legal action is going to sort against them it is not just a matter of "chat" on the internet?

    Cam: There has to be another department I can contact in regards to this?

    Cam: Do you have a manager available?

    Daniel B.: Your lawyer's can contact our legal department, but I can not speak for them or the matters relating to it.

    Cam: I understand

    Daniel B.: I am the highest level

    Cam: You must report to someone?

    Daniel B.: I don't have anyone above me at the moment

    Cam: With you at present or in a chain of management?

    Cam: Every company has a hierarchy, I would like to speak to the person above you please

    Daniel B.: I'm the highest level of support available, there is no department that directly talks to customers, it's my job to handle these issues and there is 1 member above me here I can see if he is available but he is going to tell you the same thing I have.

    Cam: I would like to speak to that person thank you

    Daniel B.: Please give me just a moment while I look into this for you.

    Cam: (I am not having a go at you by the way Daniel, you have been excellent, but I feel with EA it is just a lot of closed doors and people hiding behind them)

    Daniel B.: He is not available, sorry

    Cam: I am happy to wait

    Daniel B.: He is not my supervisor, I don't have one he is the same level as I am he advised me to tell you that he can not take over the chat for me because He is not a supervisor

    Cam: What is his position?

    Daniel B.: Chat level 2 same as me

    Cam: Ok, so who is your manager?

    Daniel B.: I do not have one

    Cam: You must have someone above you

    Daniel B.: There is no one here that manages me, There is a separate team I can forward this information to, but they are not here and they are not Chat

    Cam: Can I please have the contact details for someone from that team? Or have someone from that team contact me? I when I ask contact me I don't mean a generic EA email, I would actually like that person to call me or officially reply.

    Daniel B.: They, will send you an email it's not for me to decide about what information they can send you.

    Cam: What is the name of that team please?

    Daniel B.: it will be from the Tier 3 escalation team. They only work from email not phone or chat

    Cam: Ok thank you

    Cam: And is there any reference to this complaint? And can you guarantee that you will forward it to the correct peron/s?
    Cam: **person/s

    Daniel B.: The chat id is 7***** and yes I will send it to the proper team

    Cam: Thank you

    Daniel B.: Is there anything else I can help you with ?

    Cam: No that is all thanks Daniel. I understand that you are front-line staff so to speak but this issue needs to go a lot higher than you

    Daniel B.: Great, well thanks for chatting with me and I was glad I was able to help you. You should be getting a survey in your e-mail for our chat and if you could fill that out it would be great. I will also be sending you an e-mail with the chat log in it. You can go ahead and press the disconnect button to exit the chat. Thank you for contacting Electronic Arts Live Chat. Have a great day!

    Cam: Lol, more generic EA
    Cam: That's actually a little insulting
    Cam: But anyway, thanks Daniel.
    Daniel B.: bye
     
  2. Venus_AUPK

    Venus_AUPK Guest

    .....And its still down
     
  3. LiquidSolidity

    LiquidSolidity Adventurer
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    I'm playing more and more Rift becuase of the crashes. It's such a shame our shard seems to be so unstable and the devs are remaining silent on the problem.
     
  4. Tinsil

    Tinsil Guest

    i feel real bad for you oceania players.
     
  5. anne bonny

    anne bonny Guest

    Maybe EA don't want to listen just maybe they are trying to force us to quit and close Oceania, this is just ridiculous and unacceptable ...I for one have 3 account that my money is being wasted on this game and i am sure there are lots that have more accounts then me just how long do you think EA that we are going to pay dead money for it wont only be Cam seeking legal action.
     
  6. ares333

    ares333 Adventurer
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    This is not the first time we make complaint about the problem... Can anyone do something to solve the annoying down!
     
  7. kelmo

    kelmo Old and in the way
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    We here at Stratics can not. I am very sorry.
     
  8. Clog|Mordain

    Clog|Mordain Lore Master
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    I Did get a reply from Cal about this. But it wasnt very reassuring

    The part that worries me is we don't have control over the hardware there.
     
  9. kelmo

    kelmo Old and in the way
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    Oceania... Stratics supports you. Just be mindful of our Rules of Conduct. It is a holiday weekend here in the U.S.
     
  10. Sevin0oo0

    Sevin0oo0 Guest

    needed to get contact for that 'supervisor' (who could further the chat)- Everyone reports to someone, you're right. I see it's not your first rodeo getting to the nitty-gritty w/ support, Great Job! and thanks for sharing your story. Sorry for the shard population's problems; it has more patience than me, I'd be gone after the first month, 3-4 max.


    Maybe Queen Mum will come visit and pass around a fresh batch of cookies
     
  11. Viper09

    Viper09 Grand Poobah
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    Yeah. If they don't have control over it there I would be very wary of it ever getting a perm fix.
     
  12. Clog|Mordain

    Clog|Mordain Lore Master
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    :stretcher:

    Perhaps they need to change service providers.... yet again....
     
  13. Clog|Mordain

    Clog|Mordain Lore Master
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    Over 15 hours down now.
     
  14. Aran

    Aran INFRACTION INFRACTION INFRACTION!
    Stratics Veteran Stratics Legend -A-

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    Welcome to server farms?
     
  15. Varrius

    Varrius Sage
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    Do they tell time differently in Australia? 6pm - 8am in the States is 14 hours, 6pm - 7am is 13 hours.
     
  16. Clog|Mordain

    Clog|Mordain Lore Master
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    Miscalculation obviously.

    But anyway its been down since between 8-10pm sydney time. and it is now 2:30pm the next day. Its been down for 14-16 hours now.

    Customer service? Where?
     
  17. Lady Storm

    Lady Storm Crazed Zealot
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    OK time to put a foot on this.

    1.) EA customer service bent over backwards to assist you.
    Meaning that the issue is known and is being worked on.

    2.) Multiple calls to address this issue will not stop the intermittent shard dropping.
    The issue is know and to the best of their knowlage it is being worked on.
    Meaning a crew in Australia and the USA are on it.

    Do you really think that your calls to badger them will get it fixed any faster??
    The trouble is in the hands of qualified techs. It will be fixed.
    Time I know is not your forte', so let me put this in simple terms for you to understand.

    The movement of the server link to Australia from California was not a easy thing for them to do and there is always small gliches to over come and this is not just for gamers this happens. They need to sync them and its not as easy as it sounds.

    Give them time....... go outside get some air and visit with the family... they must have forgot what you look like by now... give them a chance to relearn your name.... by then the game will be ok.....
     
  18. Waylander

    Waylander Guest

    1) Do you work for EA? No? How the hell would you know?

    2) The only way anything is fixed in this game is by MULTIPLE phone calls, emails, Etc.

    3) Oceania is having enough problems without your uninformed and unhelpful dribble so kindly but out....

    This has been happening for months now. If this happened with any other type of service there would be a huge backlash.

    EA it is about time you fixed this.
     
  19. Clog|Mordain

    Clog|Mordain Lore Master
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    I do agree with you partially here. They bent over backwards to get the server back into Australia. Though since it was placed back on Aussie soil we have not heard from any of the Development/Customer Service team regarding any teething issues we are having. Apart from a reply to a PM that I sent Cal that I received Friday. What about the server crashes before then?

    How sure are you? They have not mentioned anything about them trying to resolve the issue(that I have seen). Only "I will look into it" in the PM from Cal. To me, that means nothing has been done previously.

    Probably not. But it is good to let off steam occationally.

    Since when have they said they have Techs looking at this? You find me a post saying they are working on the constant server crashes.


    I agree. But it should not of been moved in the first place. It has been on Australian soil since Oceania came into being. Or atleast, the population of Oceania should have been consulted before the move. Not just "Ok, lets do this and hope it works."

    If you can provide me with evidence that will contradict what I have said, I will retract what I have said.
     
  20. anne bonny

    anne bonny Guest

    Sit back and chill? are you for real? obviously this is not your shard or accounts and not your money going down the drain for months on end and not a hint of reimburment.
    From your statement and smart remarks we can assume you dont play the game because you would be outside enjoying the sun and conversing with your family so they dont forget your name..Oh but then if that was the case you wouldnt be on your computer writting smart statements or not so smart as it has turned out.
     
  21. Clog|Mordain

    Clog|Mordain Lore Master
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    At the moment, I am paying for a service they cannot provide confidently. Over the past 3-4 months I have been paying for 3 accounts. Its starting to become a joke
     
  22. RaDian FlGith

    RaDian FlGith Babbling Loonie
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    Err... Lady Storm,

    I don't play on Oceania, and even I know the mess that has been Oceania. In fact, if you go back through the history of it, there've been a couple of blatantly significant statements made about Oceania that were clearly not true. A few months ago, they had the situation resolved and were returning Oceania to Australia. Thing is, that particular "send back" never happened, and it was a significant amount of time before they "really sent it back." Except, god knows where the server really is at the moment.

    If I were an Oceania player and payer, I'd be beyond pissed right about now. Whomever the service provider is certainly should have alarms and alerts letting them know that a server has dropped offline, and if it's a hardware issue, there certainly should be a procedure in place to correct it, regardless of whether it's Memorial Day, Christmas, or last Tuesday.

    To be dismissive about the plight of the Oceania players just because it doesn't affect you is a bit outrageous.
     
  23. Clog|Mordain

    Clog|Mordain Lore Master
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    Thank you for your support.

    A guild member ran a IP trace yesterday, and apparently it is situated in New Zealand. Thats returning it to Australian soil isnt it. Not that it creates much lag at all. but this isnt the issue. The issue is the server shutting down over weekends. Its normally Sunday night right through to early hours of Monday morning. But the shut down this weekend happened on a Saturday night, and I am expecting it not to come back up until Monday morning.

    I think we have been pretty patient with EA/Mythic up until now.


    edit:

    The problem is, it crashes on a weekend mostly. EA is closed. and I am sure the host would be close also. But the mid-week crashes are still the same
     
  24. Lady Storm

    Lady Storm Crazed Zealot
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    I use to live in OZ kiddos and I know how their work ethic on things goes.
    Yes they do get on it but not at the speed you would call emergency pace in the usa.
    They are great people dont get me wrong...
    I have played Oceania from the minute you could in california then I moved to NSW and played from Oz directly. So I have known the playablilty of Oceania in more ways than one*.
    Yes I know about the back and forth of the server over the years, I play on the shard. The issue was known when I sent in a report, and was told it was being looked into from both sides. This was weeks ago when the first signs of the shard taking a dive, and the latest mia of the shard too.

    Being a Electronic Tech in the past, I do know some about intermittent problems dont show up when you want them, its hunt and peck to get it to act up. Then once you got it to go off then comes the next step to figure out how to fix the problem. This takes time, and I dont mean 10 minutes.....
    We are talking hours to days... to keep calling on an issue you reported yes is a great steam blowoff for you but think if you were in the persons shoes you call an go off on...

    Your getting a taste of what it was like in 97, when the first shards dissapeared for days on end due to bugs and bad programming. Yes I was there too. GM's sent us to other shards to play. How do you think so many have grandfathered homes?? I am not saying you cant blow off steam. Just think before you go off on someone... CS is in Austin, TX. Mythic worked to get the server back on Oz shores after they lost the last carrier. The only reason it came back to California was so you could play it while they looked for one.
    They were very lucky to find one willing to take it on.

    Hmm lets see if I can qualify for residency on Oceania... 6 towers, 1 keep,2 castles, 1 luna vendor house, villa, big brick, log, 18 x 18,.... enough to count ?

    BTW... my fish are hungry and I cant feed them, my plants will die cause they need to be watered.... so yes I am effected by this too.
     
  25. Rupert Avery

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    i think it sounds like they turn the servers off on a sunday... and being a long weekend in most places even longer this weekend, so not that it crashes but more given its day of rest?
     
  26. Sevin0oo0

    Sevin0oo0 Guest

    I 'almost' did, to do avionics in small aircraft, but they don't have many things there, like cornbread, and it seemed very chauvinistic. But it looked like they Do have some holiday thing going on every few days. But even rented server space providers have standards, of some sort, if they want to stay in business.
    An ETA would be nice (besides 'soon'). From personal experience in service, the silence is what makes people mad, because it makes them feel like they're being ignored when they've asked for help, normal
     
  27. Rupert Avery

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    as i said above.. it sounds like they close office at weekend, and last man out turns off the light hehe
     
  28. Lady Storm

    Lady Storm Crazed Zealot
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    Well Aussies dont have our hollidays but they do have some of their own...

    As for the idea they shut off the server on weekends ... they are a day and 5 - 7 hours ahead of west coast time depending on time settings. So it was monday ... kind of makes you wonder what is the cause. I do understand the ire of not hearing why and for how long it will be out. Cal_Mythic said it was not under their control is quite true.... so all he can do is inquire and it being a holliday for us.... he might not get on them till tuesday when he walks in the door at Mythic. Remember the time zones...
     
  29. Waylander

    Waylander Guest

    Wow so Australians are chauvinistic and have poor work ethics.

    Those two statements have just proven to 99% of oceania players how worthless your opinions really are.
     
  30. Lady Storm

    Lady Storm Crazed Zealot
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    Waylander I am beginning to think you just skim players posts ..... Read what I said.
    Aussies and Americans might take things at their own pace... which might be different then that of the other. No two work ethics are the same. We also might want to think that there just might be a real problem with the service providers equipment preventing the game play. Perhaps a glich set off by a weekly occurance in another service provided to them. I do know untill reciently the cable company I have every day at 3pm our service speed dropped to the point of no service and took about 45 minutes to re-establish. The cable company traced the trouble over many weeks to the source 3 blocks away. The local AT&T junction building switched to its nightly system at 3pm. The drain was kicking everyone on our trunk line. Ultimatly cable rewired the area to give them their own direct line and we have been fine sense.
    As for hollidays this is a given. Many of our countrys hollidays are not to be had in Oz same as we dont have theirs as well.
    Now the Time Zone thing is a fact. Your computer has a time setting .. so to see the difference just select the area you want to know the time and date and poof you should see the "Time/Date difference" between Mythic and the service provider in Oz.
     
  31. Xaniya

    Xaniya Guest

    Now 7:15 am Monday morning and still nothing :(...
     
  32. I really feel bad for the folks of Oceania and there isn't much that I can do to help other than to offer the following advice. You have spoken to support and you have spoken publicly on the boards about the well known issues with Oceania shard's reliability.

    Now is the time to speak with your wallets. Stop paying them for lousy service, en masse, and it will either improve or the shard will go away permanently. Which ever happens, the way I see it, you will be better off than you are now because you will still have the money that you are paying for a service that you cannot access.
     
  33. Xaniya

    Xaniya Guest

    mine will be stopped this week haveremoved billing etc until this is fixed but on a side not we finally have had a reply
     
  34. Petra Fyde

    Petra Fyde Peerless Chatterbox
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  35. Lady Storm

    Lady Storm Crazed Zealot
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    Excelent Thank you Petra!
     
  36. warlordIII

    warlordIII Guest

    Lol ... The post are nothing ! Just some rubbish as usual .
    They don"t even tell us what was the problem , what are they solving or how long will the server back on .
    The problem was happening since last nov , we all had enough for this bad service !
     
  37. Petra Fyde

    Petra Fyde Peerless Chatterbox
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    As far as I can tell, they passed on what they have been told. There are hardware issues and the problem is being worked on. By whoever they found to host the server in Australia.
    How many other games companies even try to have Australian servers?
     
  38. warlordIII

    warlordIII Guest

    Yes , there are not much companies host a game server in Australia , but we pay for the service , it doesn't matter about the money as we had reasonable service. The problem was caused since 6 months ago and still not being settle, I could say very disappointed on this.

    So , may I ask how many companies will provide these kind of service while they charging from the consumers ? Or lack of communication from the mythic team? Even there are some oceanians did contact with EA but no solution so far .

    Sorry for bother , but I just want to know if all oceanians cancel their subscription , will our house being IDOC after 3 months ?
     
  39. Petra Fyde

    Petra Fyde Peerless Chatterbox
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    I'd guess so. Houses start to decay 90 days from the day you stop paying for your account.

    I would imagine the team in US are doing the best they can to get this resolved. After all, they're paying for a service they're not getting too. They pay whoever is hosting the server for it to be online 24/7 for you to play.
     
  40. IamOldMan

    IamOldMan Guest

    So, looks like we sit back and wait, maybe it would be good if EA named the OZ carrier/server so we could redirect our anger, like, if it was linked with someone like Telsra we would understand that maybe it it could take a month, just dealing with the indian call centres(sounds a bit like the couple of chat dialogues if seen posted here too,),

    Would be nice to know at least from EA if anything could be done about refreshing boats, especially those who have bought brit boats?
     
  41. warlordIII

    warlordIII Guest

    Is it a problem to find a good company to hosting a server in Australia?
    I could remember that some of the oceanians provide a few companies on forum before.
    Or it could be all about the costing ?
     
  42. Petra Fyde

    Petra Fyde Peerless Chatterbox
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    On that, your guess is as good as mine. All I've done is remember what's been posted before and draw some logical conclusions. I'm only a player, I have no 'inside information' :(
     
  43. HD2300

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    The sad thing is I am not shocked.

    UO's only hope is if that management decides to insource everything to India, Japan or China.