As BT insist it is a UBI fault, UBI have not replied to tickets other than generic delete hosts/restart router etc stuff which we have proven are not the fault. So it would be great to figure out why the routing is wrong/blocked or broken to ensure it does not happen again.
Ubi have publically blamed BT in a tweet, though its now been removed.
BT have been claiming its Ubi privately for a while now and are now publically stating they do not believe this issue is down to them (via a BT Care moderator, for what thats worth), https://community.bt.com/t5/BT-Infin...146240#M124409
Identifying the root cause of the issue and resolving it is the key short term goal. Once that is done, the cause of the issue (be it something on BT Infinity's side or Ubisoft's side) can be addressed and hopefully safeguards can be put in place to stop it happening again in the future.
If the issue is on Ubisoft's side, then we will of course do all we can to stop it from happening again in the future. If the root of the issue lies with BT Infinity, then there are limits on what we can do to stop future occurrences of the issue, but we will work to identify the options available to us.
We fully understand that losing access to your games, especially through no fault of your own, is no fun, and our support team is working to get you access to your games again.
For god sake Ubi, FIX IT. You have been having this exact same issue with your authentication servers since long before uplay, and long before BT Infinity. It crops up repeatedly... There used to be a 100+ page thread about it on the Rainbow Six forums, but that's been deleted along with all the other negative publicity
Either fix uplay so it's not a constant pain in the rear end for your paying customers, or port everything over to steamworks. At least they can keep their servers running and available.
You can clearly see in the traceroute that the problem occurs outside of BT's network... So don't try and blame BT.C:\Users\XXXXXXXX>tracert ubi.com
Tracing route to ubi.com [22.214.171.124]
over a maximum of 30 hops:
1 1 ms 1 ms 2 ms BThomehub.home [192.168.1.254]
2 14 ms 14 ms 14 ms 126.96.36.199
3 14 ms 14 ms 14 ms 188.8.131.52
4 15 ms 14 ms 14 ms 184.108.40.206
5 14 ms 14 ms 14 ms 220.127.116.11
6 15 ms 14 ms 14 ms 18.104.22.168
7 14 ms 14 ms 15 ms acc2-xe-3-2-0.mr.21cn-ipp.bt.net [22.214.171.124
8 26 ms 23 ms 23 ms core2-te0-4-0-0.ealing.ukcore.bt.net [109.159.25
9 22 ms 22 ms 22 ms peer2-xe4-0-1.telehouse.ukcore.bt.net [109.159.2
10 23 ms 23 ms 23 ms 166-49-211-192.eu.bt.net [126.96.36.199]
11 23 ms 23 ms 23 ms 166-49-211-38.eu.bt.net [188.8.131.52]
12 103 ms 103 ms 103 ms xe-7-3-0.mtl10.ip4.tinet.net [184.108.40.206]
13 * * * Request timed out.
14 * * ubisoft-gw.ip4.tinet.net [220.127.116.11] reports: Desti
nation net unreachable.
Last edited by rollaphat1; 01-23-2014 at 06:42 PM.
72 hours later is a bit of a stretch in definition of "short term" for an outage of this type of service.
When you do identify the root cause of the issue, I hope you will communicate it to your frustrated customers. Might be valuable information when choosing our ISP in the future.
So can we expect any compensation? MS / Xbox Live set a precedent of a free game as a means of apology for an outage, http://arstechnica.com/gaming/2008/0...live-downtime/
Last edited by Nivek135; 01-23-2014 at 06:57 PM.
Clearly part of Ubisoft's network...ubisoft-gw.ip4.tinet.net [18.104.22.168] reports: Destination net unreachable.
Last edited by rollaphat1; 01-23-2014 at 07:21 PM.
4 13 ms 19 ms 13 ms brhm-bb-1b-ae13-0.network.virginmedia.net [62.25
5 18 ms 22 ms 20 ms ae1.lon25.ip4.tinet.net [22.214.171.124]
6 96 ms 97 ms 96 ms xe-7-3-0.mtl10.ip4.tinet.net [126.96.36.199]
7 * * * Request timed out.
8 * * * Request timed out.
9 * * * Request timed out.
10 * * * ubisoft-gw.ip4.tinet.net [188.8.131.52] reports: Destination net unreachable.