I'm a Comcast US: East player too. Same issue. I already submitted a ticket on the issue as well. Reference ID# 140301-000187
I eventually updated my existing ticket and also tweeted @SOEhelp @planetside2 with a link to this thread.
I may have found a band-aid solution. I am using a free VPN service and connecting to a New York server. The service I used is: https://www.privatetunnel.com/index.php/downloadsoftware.html I am in game now, but the ping isn't the greatest. EDIT: Just disconnected from VPN, and I cannot launch game again. There simply must be something wrong with trying to connect using Comcast in the Maryland area. If anyone knows of a better free VPN service that might yield lower ping, that would be great. Never had a ping issue before as I am about 20 minutes away from Ashburn, VA. EDIT 2: Just realized that if I turn off that Private Tunnel VPN, the free trial is only 100 MB. You can apparently go past 100 MB as long as you DO NOT disconnect. I'm off to find another VPN service as that seems to offer a solution.
I have been getting an "unknown Error Occurred" And the launcher goes black. I even tried to connect to the SOE forums but it would not allow me. I am able to connect at work and I have comcast here as well as at home. I have comcast in South Central PA as well...Seems like a lot of east coasters with this issue...
Comcast user here and also on east coast in new jersey. Something happened with yesterday's update that is not letting us play and i really hope comcast isnt causing it.
It actually wasn't the update - i was able to play for an hour or so right after the servers came up, before this connection issue began.
Got this back via twitter: PlanetSide 2 @planetside2 @ @the_quaz If this is something you continue to experience, we suggest you contact your internet service provider. ^Acrux I know several of us have tried that, but the front-line Comcast agents are utterly worthless at this sort of thing. Might take someone from Sony contacting their technical side to work out the issue.
Quoz is right front line support is meant to be road block so the end users don't bother 2nd and 3rd tier support. And SOE could be blocking an IP range from Comcast and not know it.
Smedd just tweeted - Midatlantic comcast users we are seeing network troubles of some kind and are contacting comcast
So i 'took one for the team' and spent 30 minutes on a chat with comcast. Here's the transcript (with only personal info removed): Problem: Hi. For the last ~20 hours there has been a connection problem for comcast subscribers in PA, NJ, MD, DC, between us and Sony online games. The last server we ca\n reach in a traceroute appears to be your router in Ashburn, VA. CHRIS > My Issue: Hi. For the last ~20 hours there has been a connection problem for comcast subscribers in PA, NJ, MD, DC, between us and Sony online games. The last server we ca\n reach in a traceroute appears to be your router in Ashburn, VA. Reynan > Hello CHRIS, Thank you for contacting Comcast Live Chat Support. My name is Reynan . Please give me one moment to review your information. Reynan > I hope you haven't waited so long to be assisted. You have reached Comcast High Speed Internet technical support. I hope you're doing well! CHRIS > I can provide a tracert to show above issue, and a thread on a forum in which many people from the 4 states mentioned have the same problem. Reynan > Sure! CHRIS > Target Name: www.planetside2.com IP: 64.37.171.22 Date/Time: 3/1/2014 11:43:25 AM to 3/1/2014 11:44:55 AM 1 0 ms 0 ms 0 ms 0 ms 0 ms 0 ms 0 ms 0 ms 0 ms 0 ms [192.168.1.1] 2 * * * * * * * * * * [-] 3 10 ms 11 ms 9 ms 11 ms 8 ms 11 ms 16 ms 8 ms 9 ms 9 ms te-0-1-0-12-sur02.pittsburgh.pa.pitt.comcast.net [68.86.147.49] 4 N/A N/A N/A N/A N/A N/A N/A N/A 10 ms 13 ms te-0-8-0-13-ar03.mckeesport.pa.pitt.comcast.net [68.86.146.65] 5 16 ms 21 ms 15 ms 18 ms 14 ms 16 ms 15 ms 17 ms 16 ms 18 ms he-4-5-0-0-cr01.ashburn.va.ibone.comcast.net [68.86.94.165] 6 * * * * * * * * * * [-] 7 * * * * * * * * * * [-] 8 * * * * * * * * * * CHRIS > well, that doesnt format very well in this window CHRIS > but he-4-5-0-0-cr01.ashburn.va.ibone.comcast.net is th elast router we get before the traceroute dies CHRIS > we are trying to reach www.planetside2.com and other sony gaming websites and services Reynan > Thank you for providing that information. CHRIS > the thread with other examples is at: Reynan > I am sorry that you are currently having issues with our internet servers. I have my own internet service too and know how important to have a fast and reliable internet connection. You have reached the right person to help you. Rest assured that we'll have a resolution by the end of this chat. CHRIS > https://forums.station.sony.com/ps2/index.php?threads/comcast-cant-connect-to-launcher.175632/ Reynan > To better assist you, would it be okay if I ask you a few questions? CHRIS > yes Reynan > Thanks! After we look into your issue, I will look into your account to ensure you are getting the best value for the services you have. Reynan > Thank you for providing your account information prior to our chat session. Reynan > Let me go ahead and check your account. Reynan > While waiting, do you know that our goal is to provide you with a consistently superior customer experience – that’s our guarantee. Learn more about the Comcast Customer Guarantee at http://www.comcast.com/corporate/Customers/CustomerGuarantee.html?fss=customer guarantee . We will resolve routine issues in one visit or we'll credit you $20* or give you a free premium channel for three months. CHRIS > i am aware Reynan > Thank you for waiting! I have your account pulled up now! Reynan > May I know if you've already done some troubleshooting steps on your end prior to contacting us and may I know them? CHRIS > Yes. Entire internet, other online games, everything i can find except connection to Sony online games and services is working fine. Reynan > If the internet is working, then, the game must also work. CHRIS > Confirmed with numerous other users of their service (via thread linked above among other things), all from the mid-atlantic region states PA, MD NJ, DC, that they too cannot connect to only SOny sites CHRIS > Neighbor 4 houses down street cannot connect either. Neighbors on Verizone CAN connect CHRIS > ANd finally, if one uses a VPN to go at the sony servers that way, one can connect Reynan > Have you tried uninstalling the game and reloading it? CHRIS > SOmething between you and Sony is not working CHRIS > yes. tried on other pc's, and again, neighbor on comcast and numerous others having same issue Reynan > Thank you. Reynan > Have you tried contacting Sony about this? CHRIS > perhaps something in the peering connection between you and whatever network sony is using CHRIS > yes. SOny says to contact you. Reynan > Thank you. Reynan > Let me report this now to our Higher Fix Team to check the VA server. CHRIS > thank you Reynan > You are welcome. Reynan > May I know if your Firewall is in minimum security? CHRIS > checking CHRIS > all i can tell is that windows firewall is 'on', with default settings. router settings are as default as well. Reynan > Thank you. CHRIS > me and other users all stopped being able to connect around early afternoon EST yesterday. Reynan > Thanks for that information. Reynan > Alright, they're now checking the servers. CHRIS > thank you Reynan > Anytime! Reynan > They're still trying to reach Sony for this. Reynan > I will create a ticket for this, Christ. Reynan > *Chris Reynan > By the way, is this hardwired connection issue or wireless? CHRIS > hardwired on the pc i am at now. wireless on the other one i tried. Reynan > Thank you. Reynan > Are you using a separate router ? CHRIS > yes Reynan > Thank you. Reynan > Have you tried bypassing your router and directly connecting your modem to your computer? CHRIS > You do not need to stay on the chat with me, if your people are checking the server CHRIS > yes. i know that is what your support always asks first. not an issue. Reynan > Thank you. Reynan > Are you using a VPN? CHRIS > Not right now. I did try to use a free VPN service earlier, and while using can connect to the services in question. CHRIS > between that and friends on Verizon being able to connect, i am nearly certain it is some issue between comcast and sony's networks. Reynan > Thanks! Reynan > Thanks for waiting! Reynan > May I have the most reliable contact number please? CHRIS > [removed] Reynan > Thank you. Reynan > Chris, I have successfully escalate the issue! CHRIS > thank you Reynan > Please take note of this ticket number as your reference to your issue: CR358241696 CHRIS > will do. thanks. Reynan > You are welcome. Reynan > Anytime! Reynan > Thanks! Reynan > Chris, you will be called within 4 hours regarding to this issue. CHRIS > excellent. thanks for your help. have a nice day. Reynan > My pleasure! Reynan > Your satisfaction is my priority. Is there anything else I can assist you with? I am more than glad to help you out further. CHRIS > no, thanks.
John Smedley @j_smedley Follow Midatlantic comcast users we are seeing network troubles of some kind and are contacting comcast 12:44 PM - 1 Mar 2 014https://twitter.com/j_smedley/status/439803331364417536
Sorry to hear this, guys. Echoes of the problems that plagued NJ/NY Verizon players in late January. Rest assured that was solved after only three weeks! Although it may be a completely different problem, here's what we found: 1) The problem was centered around a Limelight Networks backbone, which connected Sony's network to our ISP llnw-gw.customer.alter.net [152.179.29.230] 2) The problem had to be fixed from the Sony end, as it was specific to their server connection not the ISP. (Despite rampant conspiracy theories that Verizon was pissing off customers on purpose because Network Neutrality something.) 3) We could circumvent it using a VPN. The best connection came from CyberGhost, but they fill up their free US connections during primetime (and sometimes earlier). Hotspot Shield didn't give enough time to be worthwhile. OpenVPN gave mixed results, but if you're stubborn might be worth the time.
@RadarX; Sorry to be a pain but I'd like to reiterate that the problem is systemic and not isolated to Qu0z. It's been happening since the last patch. The following is just one manifestation of the issue, but the outcome is the same. I can't be sure, but I suspect that there are hundreds of us (Mid-Atlantic Comcast subscribers) with this problem. #FirstWorldProblems
I think its more than that. The launcher is trying to get the patch info to see if we need to be patched but if we were to get past that I'm guessing we would still have some sort of problem.
Its not that comcast agents are worthless. You have to remember the first line uses scripts because they are the most common issues. They are lower paid help that really have no technical experience. The next levels are higher paid people who have technical experience but there isnt as many of them so bypassing the 1st level and going straight to engineers would mean that nothing would get fixed in a reasonable time because they're too busy telling people to reboot modems and such. What should be done is the person who responded to your tweet should have said "Hey lets get our people on the phone with Comcast because a good portion of our East Coast players cannot play" instead of telling you to call comcast yourself. That was frankly terrible customer service on their part. If that is what they were told is acceptable customer service from the school they paid for training, they need to demand a refund. Why on earth is the launcher and game requiring to go to the west coast for me to play on an east coast server is beyond me but I can tell you that its poor planning on SOE part. This also begs the question that if I'm going to the west coast to play on an east coast server, then why we do have geographically separated servers? Why not just call it US 1 and US 2.
