Hi Oceanian's I complained to EA games and was escalated and the following is what I got in response. Escalate as you see fit. As follows: Jane: Hi, my name is Jane. How may I help you? Oceania shard: hi Jane Oceania shard: The Oceania Server is down and have submitted a previous question XXXXXX-XXXXXX but doing the trace and to submit I couldnt. Oceania shard: hello? Jane: Yes Oceania shard: Can I just say, Oceania crashes for hours at a time because the shard is down yet again. If you need trace I will submit Jane: I sincerely regret any inconvenience caused due to this issue. Jane: May I know your email address of EA account Oceania shard: Jane I am serious it happens every weekend Oceania shard: DELETED as personal details Jane: and please provide me the UO trace Oceania shard: sure The file Oceania server 28 May 2011.txt (2.83KB) was received. Oceania shard: I dont know how much more i can help you with. The Oceania Server is just not there for us. Jane: Can you please stay online while I investigate this issue further? Oceania shard: sure Jane: for your issue, i am redirecting your issue to tier 2 for further review Oceania shard: oh ok...went to tier 3 is tier 2 gonna be faster??? Jane: Ok Jane: I really appreciate your time and patience. Jane: I would need to transfer this issue to tier 3. Oceania shard: This is seriously frustrating because this isnt the first weekend it has happened, be about the 4th. Jane: Please allow me transfer this chat Oceania shard: sure thank u Jane has disconnected. Johnathan N.: Hi, my name is Johnathan N.. How may I help you? Johnathan N.: 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. Please take note of the following Chat ID: 7XXXXX. 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. Oceania shard: hey Jonathan. Oceania shard: Oceania server is down and it seems to happen every weekend that I play and for the weekend but there are some who play on shard for longer then me and hours on end. It is still not up as I type. Johnathan N.: I do understand how frustrating this can be, and I will do everything I can to help get this issue resolved for you today. Johnathan N.: Have you turned off your firewalls? Oceania shard: johnathan i have played this game for ever...the server is not there for anyone in Oceania atm...or the players who use other ways to communicate. Oceania shard: the guys in guild who have not got it on their list and neither do i...suggest u try and log on to oceania to see issue Oceania shard: can u see that we cant log into Oceania at all??? Johnathan N.: No, I can not. Oceania shard: claps neither can the other players on shard Oceania shard: This happens ALL the time... Johnathan N.: Please give me just a moment while I look into this further. Oceania shard: thank u ... i haveto report back Johnathan N.: Can you take a 'screenshot' of the "Game screen" and send it to me? Then I can see what you're seeing, and that will help me get a good idea on where to start in troubleshooting this problem with you. To save a screenshot, simply hit the 'PRINT SCREEN' key when the screen you want to save appears. The Print Screen key is usually located above the arrow keys on most keyboards. To save the screenshot: 1. Click the 'START' button. 2. Choose 'RUN'. 3. Type 'MSPAINT' in the text field. 4. Click the [OK] button and Microsoft Paint will open. 5. Once PAINT has opened, click the 'EDIT' menu and click 'PASTE'. 6. It may ask if you want to enlarge the bitmap, go ahead and click YES. 7. Once the screen appears, click 'File' on the top menu, then 'Save' 8. Give the file a name, and choose '.jpg' or 'jpeg' as the file type. 9. Click [save] and make sure to save the file somewhere on your computer where you can find it. 10. Go ahead and upload the screenshot to the Live Chat. Oceania shard: Jonathan can I just say I tried to do this but if you are finding you cant get the server wouldnt u have a "direct" attachment of what "We on Oceania"are going thru...therefore dont need MSPAINT? Oceania shard: I seriously think you guys are diverting from the real issue....!! Been here for the last hour and half and your asking me to copy u into details. This wouldnt happen in real life customer service! Johnathan N.: I do not have access to the game. Johnathan N.: Nor the access to see if the server is down. Oceania shard: well how can u assist? I cannot feel the amount of time I am devoting to copying and pasting will get me past you. I have a ventrilo server if you would like to hear the complaints about the server... Aside from this, if I do this, how quick can u solve the issue. I DO NOT want to be here for another 2 hours! Oceania shard: Oceania server has suffered through enough EA GAMES crap! and I for one am tired of it - representing players on Oceania shard. How soon can you get our shard up??? Oceania server btw no other server! Johnathan N.: The reason I ask for the screen shot is so that I can send the information up to the developers to look into the issue. There is nothing I can do to get the server back up. Oceania shard: sigh! so $30 per month multiplied by $30 per char... is enough for us to join WoW!!! I will get u the information but, how soon can you get our server up???? bear with me! Johnathan N.: I do not know unfortunately. I do not know what they are capable of doing. I apologize for the inconvenience. Oceania shard: Johnathan can I just say its not me only, there is a whole shard who cant log on atm so I think regardless of there being screenshot, which seems I cant do, can you escalate this issue for me please! Johnathan N.: No problem. They will contact you via email within the next 3-5 days. Oceania shard: I have characters in game and on vent angered about Oceania server and saying they are tired of this game and gonna leave. Sad thing is I finally got players from WoW to come back and Oceania is down and cant accept them or is stable. Can I add, I am unable to print screen from my computer...I am unsure why. Oceania shard: omg so I cant play the game for 3-5 days??? Oceania shard: I will post this on stratics let me advise if this is the case Oceania shard: I feel I am representing Oceania shard so will post this whole conversation on the stratics website. If you cannot fix I want you to escalate this now please, so we can enjoy this game as others do Oceania shard: Want this fixed tonight not in 3-5 days! Johnathan N.: I apologize, but they receive a lot of incidents and need time to investigate the issue. That is why it may take them up to 3-5 days to respond to you. Oceania shard: This is a SHARD not an individual incident! OMG are u serious Johnathan... Oceania shard: Do you understand if it was Siege or Atlantic OR another big shard ...how fast would it happen? seriously? Oceania shard: how can I personally escalate this issue now, not waiting the required time right now. Johnathan N.: Yes, but there is nothing I can do to get the server back up. Oceania shard: johnathan, please escalate me to someone now who can help or I haveto tell the players on Oceania to cop the flack for what we pay to play? I know I dont wish to shoot messenger but who can I escalate this issue to NOW Johnathan N.: I am the highest level of support you can talk to on chat. Johnathan N.: The only thing I can do is send the information up to the developers. Oceania shard: So as with last weekend and weekend before, we are to do without our server for another term.....!!! I have alot of players not happy and recommend, you visit UO stratics Oceania for what the characters feel about this issue. Johnathan, we have been fed alot of crap about server moving and put up with lag and missed our online events because of our issues, still giving EA Games our monthly subscriptions. I hope you escalate this issue so Oceania comes back online Oceania shard: Thanks for your time, and ultimately for nothing more then wanting more copy and paste Johnathan N.: I apologize, I will be sending this information Oceania shard:Thanks Johnathan as I will be sending this to Oceania stratics... not as a threat but to keep everyone informed ********************** If anyone wants to add anything to this from Oceania please do so! Pls not I wiped details from convo but if u require to escalate please let me know I just want my shard back!