Frequent Visitor
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16 Messages
Lag issues playing Final Fantasy XIV affecting Xfinity customers
For the past few days, I've been having lag issues while playing this game. This has been an issue before: a few years back, there were issues with the route through Level3 causing issues for anyone going through that particular route (at the time, XFinity and Verizon were affected). After doing the usual troubleshooting (checking connections, resetting modem/router, and rebooting), I confirmed other people using Xfinity were also having problems, and found posts on reddit and the FFXIV forums further confirming the issue. Here is a traceroute, trimming the first few nodes for privacy:
6 19 ms 25 ms 23 ms 162.151.95.117
7 29 ms 28 ms 28 ms be-33122-cs02.350ecermak.il.ibone.comcast.net [96.110.42.229]
8 * * * Request timed out.
9 32 ms 28 ms 30 ms ae-3.r08.chcgil09.us.bb.gin.ntt.net [129.250.8.65]
10 33 ms 35 ms 30 ms ae-4.r23.chcgil09.us.bb.gin.ntt.net [129.250.2.205]
11 76 ms 76 ms 78 ms ae-1.r24.snjsca04.us.bb.gin.ntt.net [129.250.5.17]
12 112 ms 108 ms 114 ms ae-4.r00.scrmca02.us.bb.gin.ntt.net [129.250.7.57]
13 114 ms 106 ms 113 ms xe-0-1-0-1-1.r00.scrmca02.us.ce.gin.ntt.net [192.80.16.2]
14 * 116 ms 105 ms 204.2.229.234
15 109 ms 112 ms 106 ms 204.2.229.10
Trace complete.
The problem starts at the last hop on Comcast's network (when I manage to get a response, it shows up as be-2211-pe11.350ecermak.il.ibone.comcast.net). When it's happening, the only other people that are having problems are also Comcast customers (the rest of my raid doesn't use Xfinity and I've been the only one rubberbanding for the past few nights, for example). It may not do any good to post here, but I'm hoping one of the employees who watch the forums can respond if there's any way to escalate this and find out what's going on here. It always feels like a lost cause calling tech support on an issue further up the network like this.
Official Solution
CCMichelle
Problem Solver
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788 Messages
4 years ago
@user_9749f2 Thanks for taking the time to reach out to us regarding your issues accessing Final Fantasy XIV. I am so sorry to hear that you are having this issue. It appears that there is a server issue with the game itself and this is not an issue with your internet services. Should you need any further assistance please do not hesitate to reach out to us at any time.
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TwistingSpells
Frequent Visitor
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16 Messages
4 years ago
Here is a post from the FFXIV forums on this issue. https://forum.square-enix.com/ffxiv/threads/434704-Unbearable-server-lag-since-yesterday
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user_9b80d5
Visitor
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3 Messages
4 years ago
Can confirm this has been a continuous issue *at night time PDT*. Consistently starts between 7~8pm PDT and continues for hours until traffic likely lightens up around midnight. Up until this week this has *never* been a problem. This is a new problem as of this week (4/5 Monday)
2 sample tracert below...
1st tracert:
2nd tracert:
The lag is only observed for this particular game. The game has multiple servers associated with it and it seems to be prevailing issue that only Comcast users are affected by this lag. In the other link posted by the opening poster, there is verification that using a third party VPN to circumvent the normal routing done by Comcast fixes the issue.
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user_9b80d5
Visitor
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3 Messages
4 years ago
Investigated further and saw this may have been a similar issue a couple years ago; it seems to be related to Comcast's hand-off to NTT. Anything that can be done to add this as a repair ticket of some sort? Calling Customer Service seems fruitless when it's a network infrastructure issue, not a customer-isolated problem.
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nukes32
Visitor
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1 Message
4 years ago
Yeah 25-50% dropped packets, So bad. A lot of people are using VPN just to play. Don't really want to pay VPN. Feel sorry for SE for getting trashed talk when its really the isp problem.
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TwistingSpells
Frequent Visitor
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16 Messages
4 years ago
Sharing my most recent FFXIV forum post:
Here are my results from both WinMTR that I left running for quite a while, and mtr running for a few minutes, with the first few hops removed for privacy:
I'm getting 35% packet loss on the hop before Primal, with 10% and 11% on the two hops before. In this one, I see no noticeable lag on Comcast's side, but here's the mtr done just now, done a while after the previous:
Here, the packet loss from the last hub on Comcast's end is showing its ugly head. The issue seems to be both on NTT's side, intermittently made worse by the last hop on Comcast's side.
(edited)
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user_74dbd3
Visitor
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1 Message
4 years ago
Hi, just chiming in, the lag issues have started again in FFXIV.
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cdrrom
Visitor
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1 Message
4 years ago
Same issue, of course. I was speaking with a few people I was playing with about half an hour ago, one also a Comcast customer who was having the issue in tandem with myself. Another who said a few people in his friend group have been having this issue on and off the past couple weeks. I recall this happening years ago as well. Need's a more permanent solution. Preferably one that isn't paying a third party for a VPN.
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user_9b80d5
Visitor
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3 Messages
4 years ago
Hello @ComcastGina
I am not using any gaming console aside from the PC itself. I am playing on a laptop with Windows OS, connected over WiFi (5 GHz) to a personal router (Netgear NightHawk AC2400) which is connected to a personal modem (Netgear CM500 High Speed). I can confirm that if I use a free VPN, the problem is gone, but that's not an ideal solution and would prefer to stay solely within the Comcast network.
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user_066e98
Visitor
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1 Message
4 years ago
VT comcast user here, same issue, lag playing ff14 for the past three days. Fastest home internet provided, no problems to any other platform. Using nothing provided Comcast equipment, PC gamer. Results pasted below:
5 17 ms 18 ms 15 ms be-325-ar01.needham.ma.boston.comcast.net [162.151.149.153]
6 16 ms 15 ms 25 ms be-1003-pe02.onesummer.ma.ibone.comcast.net [68.86.90.173]
7 19 ms 17 ms 20 ms 50.208.232.122
8 39 ms 39 ms 38 ms ae-2.r23.chcgil09.us.bb.gin.ntt.net [129.250.4.102]
9 86 ms 85 ms 86 ms ae-1.r24.snjsca04.us.bb.gin.ntt.net [129.250.5.17]
10 131 ms 119 ms 124 ms ae-4.r00.scrmca02.us.bb.gin.ntt.net [129.250.7.57]
11 124 ms 122 ms 121 ms xe-0-1-0-1-1.r00.scrmca02.us.ce.gin.ntt.net [192.80.16.2]
12 120 ms 122 ms 120 ms 204.2.229.234
13 120 ms 121 ms 128 ms 204.2.229.9
(edited)
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user_9749f2
Visitor
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1 Message
4 years ago
We moved into our new apartment last Monday, and we decided to get Xfinity. We are getting great speeds, but I noticed that I was lagging in FFXIV and thought it was the Wifi. During the day it seemed fine, but it was until the evening that I noticed that major lag spikes, even while connected with LAN. I do hope they have this resolved, since I do rely on playing in the evenings to do a lot of the content as well as play with my friends. I know this isn't SE fault, and I can't set up a VPN on my PS4, not with my current set up in my household.
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user_7c7f2a
Visitor
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1 Message
4 years ago
I also have been having issues. Using a VPN like Mudfish or Exit Lag has been helping but I hate that I have to pay for another service, just to use a service I pay monthly for already, on top of the monthly sub for the game. This is not the first time this has happened either it’s getting old it’s every other month there is some node issue that Xfinity players have to play around
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user_7846ed
Visitor
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1 Message
4 years ago
I was a past Comcast customer until I moved recently to an area that Comcast did not cover. This is not just a Comcast issue, as much flack against Comcast is in relation to their acquisition of smaller ISP in years past and having to clean up the messes they had. This has been a persistent reoccurring issue every 6 months or so for me, "time stop lag" where the game stops moving then speeds ahead or consistent 90k disconnects. NTT.net is a Japanese owned company that was borderline bankrupt when Square Enix was shopping around for a datacenter move, years back. NTT.net was saved by this deal, unfortunately the poor management and policies continue to affect customers. This is a cultural issue, and has been suspected as being a dated & culturally motivated deal that won't be fixed. What can we do? Use a VPN that you have to pay for or drop the service. Unfortunately for long-standing fans of the Final Fantasy franchise, there are not even half decent alternatives. The blame goes SQUARELY on Square Enix. Their policy of "wait and see" is precisely what caused them to lose 2 million veteran subscribers at the release of the Stormblood expansion in a few days.
It's not just Comcast, although it seems to affect those on the eastern half of the US more than western half.
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Rammbone
Visitor
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1 Message
4 years ago
FF14 is unplayable. I'd rather change ISP than get a VPN for a video game.
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