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Thread: [Uplay_Account]BT Infinity - Uplay Connection Issues | Forums

  1. #101
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    Quote Originally Posted by Ubi-Lhainiev View Post
    Hello everyone,

    Thank you to those who have submitted tickets as per my suggestion earlier in the thread.

    holtehero2012, finger pointing was never our intention. We're working to resolve this issue for all our customers who are affected, and the person or people who caused the issue is less important than identifying the root cause and getting everyone back playing the games they want to.

    If we receive more information that is relevant to helping you all gain access to your games, we will let you know.
    Out of curiosity what will happen to those of us who lost our daily login bonuses etc seeing as this was not our fault?

  2. #102
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    Quote Originally Posted by Nivek135 View Post
    Finger pointing would actually be very useful in this case. I'm very keen to know where the problem lies. BT Support are very insistent that its a Ubi issue and there is nothing they can do. This is the second outage in 3 months. I'd like to know this is being fixed and something is going to be done to prevent it happening in the future.Been well over 24 hours now since Ubi responded to my support ticket.An acknowledgement of the issue and a statement that Ubi are working on it, either with or without BT, would be a long overdue good start to re-assuring your customers that something is being done.
    I agree some comments on it being work on would be nice, and that the fault will not reoccur would also be nice.
    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.

  3. #103
    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

  4. #104
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    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.

  5. #105
    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.

    C:\Users\XXXXXXXX>tracert ubi.com

    Tracing route to ubi.com [216.98.48.35]
    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 217.32.142.2
    3 14 ms 14 ms 14 ms 217.32.142.30
    4 15 ms 14 ms 14 ms 213.120.163.70
    5 14 ms 14 ms 14 ms 31.55.165.207
    6 15 ms 14 ms 14 ms 31.55.165.109
    7 14 ms 14 ms 15 ms acc2-xe-3-2-0.mr.21cn-ipp.bt.net [109.159.250.23
    2]
    8 26 ms 23 ms 23 ms core2-te0-4-0-0.ealing.ukcore.bt.net [109.159.25
    0.131]
    9 22 ms 22 ms 22 ms peer2-xe4-0-1.telehouse.ukcore.bt.net [109.159.2
    52.39]
    10 23 ms 23 ms 23 ms 166-49-211-192.eu.bt.net [166.49.211.192]
    11 23 ms 23 ms 23 ms 166-49-211-38.eu.bt.net [166.49.211.38]
    12 103 ms 103 ms 103 ms xe-7-3-0.mtl10.ip4.tinet.net [141.136.106.106]
    13 * * * Request timed out.
    14 * * ubisoft-gw.ip4.tinet.net [173.241.128.42] reports: Desti
    nation net unreachable.

    Trace complete.
    You can clearly see in the traceroute that the problem occurs outside of BT's network... So don't try and blame BT.
    Last edited by rollaphat1; 01-23-2014 at 06:42 PM.

  6. #106
    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.

  7. #107
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    Quote Originally Posted by Nivek135 View Post
    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/

    Agreed 72 hours before people even start to acknowledge there is a problem is a bit silly in this day and age...

    I lost my daily login bonuses, and of course have been unable to play or stream the relevant games for the last 2+days. something needs to happen somewhere!

  8. #108
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    Quote Originally Posted by rollaphat1 View Post
    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.
    The end hop timing out is the server rejecting the ping/trace request which is quite common. My friend on virgin who can visit the webpage has a similar end to his tracert. So that doesn't help too much although the routing is obviously different until that point.

  9. #109
    Quote Originally Posted by HeadOpener View Post
    The end hop timing out is the server rejecting the ping/trace request which is quite common. My friend on virgin who can visit the webpage has a similar end to his tracert. So that doesn't help too much although the routing is obviously different until that point.
    Ignore step 13, I'm well aware of what happens when a server doesn't respond to pings and am used to seeing timeouts in traceroutes. Step 11 was the last step in BT's network. Step 12 was part of the international network based in Germany. Step 14:

    ubisoft-gw.ip4.tinet.net [173.241.128.42] reports: Destination net unreachable.
    Clearly part of Ubisoft's network...
    Last edited by rollaphat1; 01-23-2014 at 07:21 PM.

  10. #110
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    Quote Originally Posted by rollaphat1 View Post
    Ignore step 13, I'm well aware of what happens when a server doesn't respond to pings and am used to seeing timeouts in traceroutes. Step 11 was the last step in BT's network. Step 12 was part of the international network based in Germany. Step 14:



    Clearly part of Ubisoft's network...
    As I mentioned my friend who is not on the BT network who can access ubi.com and play his games also has this exact end to his tracert I doubt it is this step.

    4 13 ms 19 ms 13 ms brhm-bb-1b-ae13-0.network.virginmedia.net [62.25
    3.175.34]
    5 18 ms 22 ms 20 ms ae1.lon25.ip4.tinet.net [77.67.65.161]
    6 96 ms 97 ms 96 ms xe-7-3-0.mtl10.ip4.tinet.net [141.136.106.106]
    7 * * * Request timed out.
    8 * * * Request timed out.
    9 * * * Request timed out.
    10 * * * ubisoft-gw.ip4.tinet.net [173.241.128.42] reports: Destination net unreachable.

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