Original Post — Direct link

The lags not caused by players was an issue since PoF release. Since then, the lags are there on every single new map post-PoF release. Recently, it seems like it worsened to the point, where I hear everyday people complaining this on map chat, it feels like some of them are on verge of quitting the game, some of them already quit and some of them will quit eventually. The issue must be addressed as soon as possible, people hate the lags more than bad content, it affects new players as well, as there are stories around the community about players quitting right after starting PoF content due to unbearable lags. I have no shade of doubt it needs to be fixed as soon as possible, but not sure if Arena Net realizes that, hence this post. Feel free to speak about Your lag experience under this post, maybe some Anet employee will read it, maybe push it through to management and maybe, just maybe they will finally address the issue that was overlooked for far too long.

Inb4: It's pandemic fault, there is a lot of new players out there and they are overpopulating servers!
No, it's not true, it happens even in a middle of night where there are not even enough players to do some meta events, not to mention generally maps are nearly empty. It's something wrong with either code of the game or servers themselves.

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over 3 years ago - /u/GMMagister - Direct link

Originally posted by Namifia13

Just talked to the support about the lags. All I got was there are no server problems it's the fault of a bad Internet connection. Even though the logs showed the problem is located at server side. They don't take that seriously.

Hey there friend! This definitely doesn't sound like it aligns with our support policy.

The only time our team should be stating that the problem has to do with your internet connection is when our tests indicate such an issue. Similarly, we may send you to chat with your ISP once we've exhausted all troubleshooting methods at our disposal, at which point the issue should also be escalated internally for review by the server team. That way, between each of our efforts, we can hopefully identify the issue and get it resolved, but I'll reiterate that this should only happen once we've exhausted all other possible solutions without success.

If you think your ticket wasn't handled in accordance with this policy, though, feel free to send me a PM or comment a reply with your ticket number and I can take a look to see if there was a mistake made!

over 3 years ago - /u/GMMagister - Direct link

Originally posted by AEsylumProductions

I suffered a week-long lag fest back in May due to damage to undersea cables (that was confirmed by my ISP after I did a traceroute for them) and signed up for ExitLag which solved the latency issue. Since then I've not had a single case of latency, and even enjoy an improvement of about 10-20 ms ping on average. It's so good that even when people in chat are complaining of lag, I don't experience it myself. When I questioned my ISP why ExitLag was able to provide the smooth traffic that my ISP couldn't, they explained that is because "Services like ExitLag directs your traffic through their private network of leased/owned servers, and may have more routing options for better latency."

The reason why I told that long story is because as soon as I play in Thunderhead Peaks, that lag that everyone's been talking about hits me as well. The fact that I don't experience lag elsewhere when others do while I'm on ExitLag but isn't immune to what's going on in Thunderhead Peaks shows that it cannot be an issue with our ISPs.

Your response only explains your support policy but fails to address the issue that many users have been complaining for the longest time - the lag in PoF and Season 4 maps. You didn't even acknowledge that there is an issue or even whether you guys are looking into it. That isn't good enough.

You didn't even acknowledge that there is an issue or even whether you guys are looking into it.

Sadly, this is not something I am qualified to comment on which is why you won't get a direct response from me in particular. :(

While yes, I am customer support and therefore am entrusted with the job of speaking to you all, I don't work directly with the server team every single day (mind, I sort of wish I did, but my attention is split between tech and lag stuff, gameplay support, bug escalation, and about 20 other tasks each day.) As such, I'm not really permitted to speak on their behalf, nor would I feel right doing so.

So, while I can tell you that we escalate reports to them as we receive them and can identify an issue occurring on the GW2 servers, I can't really tell you if they've identified a concrete issue or what is being done to fix it. I trust they are if the issue is as widely reported as it seems to be, but I can't really say much more past that right now.