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JagexHooli

JagexHooli



18 Mar

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Comment

Originally posted by wronghaveorof

Thank you for the reply, /u/JagexHooli. To elaborate on my question, does the team have snapshot data of our accounts on March 4th to correlate with what we identify as missing after the Restoration phase?

Telemetry is a form of data that's about as up to date as you can get, so essentially yes. The challenge has been how we translate that properly to be usable as account data rather than just information.

The Beta will be a great way to verify the testing we've done at scale (this is why we've been so focused on doing one), and if anything isn't as it should be, support will be there to help further.

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Comment

Originally posted by tourist2d

How will support be done? Twitter lol?

We'll have a really clear direct way to contact Player Support via the support site for this.

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Comment

Originally posted by legolasvin

While you're at it, I'm sure people would appreciate an update on W97 being offline too. Jagex has pretty much swept it under the rug with nary a comment on why it went down, are they ever going to fix it, nothing. Funniest thing is it went down on 8th Feb too I think, the day the servers glitched out

Great question. We'll see if we can dig up some answers with the team tomorrow.

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Comment

Originally posted by wronghaveorof

Is there any reassurance that once this ordeal is over and with the help of any player support staff as necessary that we can expect our accounts to be in the exact same state as we left them on the 4th?

The Beta will give us a much better picture so we can't talk in definitives just yet, as much as we'd love to.

The reassurance I can offer though is we are committed to offering support if anything isn't right when you get your account back. This won't be a release and done situation by any means.

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Comment

Originally posted by joe32176

While covering the membership for 31 says is a great step, it does nothing for those of us that bought premier for the year. Unless you’re extending the duration of our premier membership for 31 days and extending the renew window next year.

Right now it's 31 days of standard Membership added to the end of your subscription since this is an interim step.

We'll pass the feedback to the team though to consider.

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Comment

Originally posted by RadDadio

Hello Hooli, what about those of us who purchased gold premiere - will 31 days be tacked onto our membership? I still have over 365 days of membership on my locked account.

It does, but it will be 31 days of standard Membership at the end of your current subscription in this case. Hope that answers your question.

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Comment

Originally posted by DemonSlayer987

I hope you realize that covering the membership doesn't even begin to make things right because yes obviously we're not getting what we're paying for. Would you like us to quantify exactly how much GP we lost out on? I can tell you from the easy dailies alone it's at least 20m, probably a lot more when you start to factor in the animals I'm not selling and the occasional bosses I'm not killing. Unless the action taken is seriously compelling I'm probably going to cancel members and be done with RS, I just don't think I'll ever be able to trust the time investment again when Jagex actually, seriously, continues to hide behind obviously ridiculous statistics like "1% of players affected" when the vast majority of accounts are inactive. You're going to have to be very creative with what you do to make it right, because if all you do is give free spins and some random other garbage it's not going to be enough. This could actually kill your game, even more than EOC did.

We will be doing much more than this for anyone impacted. This is just something we can do today that we hope puts a few concerns at rest.

Once we know the confirmed return date for accounts, we'll be able to lock our plans for how we'll make this right and tell you all about it.

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Comment

Originally posted by FlySell

After missing out on millions of experience, GP, and account progression by not being able to login for weeks I sure am glad I'm getting a month of membership added to my account /s

This is far from the amount we will do for anyone involved, that much we can promise.

This is just a step we can take today to assure you membership time will be returned and no charges will take place from today while the issue is active.

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Comment

Originally posted by Zepaduse

What about us goons who spent their hard earned bonds on their memberships

Same applies if you recently purchased Membership with Bonds!

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Comment

Originally posted by legolasvin

So, with the update of March 18th, we'll get more info about the beta tomorrow. I'm assuming that since the only significant update this week has been "We're prepping for the beta", the actual beta will take the entirety of next week. Bringing us to 29th March as the earliest possible date (IMO) when people will be able to get back in. 29th March is 25 days of people being locked out. In 2021. Biggest f**kup of the gaming industry this year? This decade? In my admittedly limited knowledge, I haven't heard of any game where people were literally prevented from playing for 25 days.

I think the biggest question that remains now, is what is jagex doing to ensure this never, and I mean never happens again in the lifetime of the company?

We've already fixed the series of issues that even allowed this to happen, and as soon as we have everyone back in game, we have plans to smash any chance of anything like this happening again.

It's an unprecedented issue and we plan to keep it that way.

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Comment

Originally posted by Kryuxx

Not really, they're going to prevent billing for the next 31 days, from that you can assume that the whole process can take up to 31 days...

Just to offer some reassurance here, there's no correlation between the time we added and the potential length of the issue. We just wanted to make sure it was a significant amount.

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Comment

Originally posted by Syning

Covering the charges for the next 31 days is nice but mine already charged me a week ago. This also seems like a bit of foreshadowing in terms of how long this is actually going to take. We have no idea though, because nobody will give a timeline. Either way, looking forward to tomorrow.

Although it doesn't help you already being charged, you'll still get your 31 days free right after your current paid month ends - so you won't see a charge next month if that helps.

In terms of the timing of the 31 days, we picked this amount of time purely for peace of mind we hope it offers compared to something shorter. There's no relation to timelines or anything.

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Comment

Update @ 19:30 Game Time, March 18

Hello everyone,

We have a few new updates to share today as we head towards the end of the week, including details of our next livestream.

Membership Time Covered

As our work to restore your accounts has continued, we've been increasingly aware of the impact to accessing your membership. We also know there is a genuine worry that your membership is ticking away or that the next billing cycle is right around the corner. 

As an interim step, we're going to be covering any membership or RuneMetrics subscription on impacted accounts for the next 31 days. This will prevent any auto billing charges in the near future and, at a minimum, ensure everyone gets any lost membership time covered by us. This will go into effect tonight. 

We hope this helps provide some measure of relief for your concerns, and please know this is just a small part of what we will do to make things right for those impacted.

...

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Comment

Originally posted by JackeryBug

Day 3 of yelling into the jagex customer service abyss...

Jagex, could I please get some information regarding why my account was locked on the 16th of March after having no issues or problems relating to the original roll back or login issues. I received no email, and have no clue why my account has been locked.

Thanks!

RSN: Mattbox.

We're gathering up RSNs of anyone who mentions this for the team to double check (thanks for sharing yours off the bat!). Thanks for the report.

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Comment

Originally posted by MrKalius

So. When is this week livestream?

Still this week. We're locking this down in the next hour or two based on some key meetings coming up.

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Originally posted by RadDadio

Looks like Jagex is slowly letting go of the situation. Becoming less and less communicative in hopes that they can slide this all under the rug one day. I checked the discord and found that they are now only posting the updates on their website. Today's update is ofcourse a complete copy of yesterday's update. Likely going this route to avoid our warranted complaints.

https://secure.runescape.com/m=news/a=13/login-lockout-news

We haven't posted today's update today yet, I'm not sure why the Bot did that. We'll get that fixed (and make sure we keep posting natively to Discord).

On the communication front, we're saying as much as we can - we're just at a phase in development where it's about getting it done before we can say what's next. The information is coming.

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Originally posted by Village_People_Cop

When can we expect any actual communication? I was locked out 2 days ago instead of 2 weeks ago and I'm already going insane, I don't want to know how others are feeling

We can only communicate detail when we have it to share, as frustrating as we know that is to hear. We're in a development situation dealing with new techniques, tooling, service requirements and a ton more beyond that where everyone is moving as fast as possible.

Every day we are learning new things about the process, improving, and getting more accounts restored for testing. I can promise you there's a huge amount of time, passion and energy going into this - even if every day you aren't playing doesn't feel that way - but it's simply incredibly complex to pull off. By the day, we're seeing better and better results.

What we want to ensure is, when we get to Beta, we're really confident in the quality of the restoration work and all we're mostly just finding with players testing their accounts are outlier cases (or none at all).

The meaningful update we've promised is coming, it's just taking a little longer than we had hoped. We really do appreciate how m...

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Originally posted by LadyCovenant

If they've been sending out emails I haven't got them. Last update I got was on March 10th.

IGN: Ladyyedeje

Only people who are being manually locked will get one - some accounts need this as an added layer of protection while we do the restoration work so they can't log in before we've completed all the various elements.

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Originally posted by signmatt

Question: I received an email stating that I was locked out of osrs like 4-5 days ago. I've been locked out of rs3 since the beginning. They said in this update (17/3) that players will recieve an email. Are only those who are just now getting locked out getting this email or will all locked out players recieve the email?

Just those in the new 'wave' of accounts going through the lock will get the email, so it's expected you didn't get one.

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Comment

Originally posted by NoUnderstanding526

What about my membership im fully locked out i cant cancel my auto renew on my card and im afraid of overdrafting my bank account so will there be any compinsation or am i just gonna be out money?

You can cancel your Membership here without the ability to login: https://support.runescape.com/hc/en-gb/articles/360000991618-Cancel-Recurring-Subscription-

Hope that helps!