Update - November 17th, 1:00 PM PST (9:00 PM GMT):
Just a quick update on our progress. Our network team has done really great work to keep things running more smoothly over the last few days. We do still have occasional disconnects but we recover very quickly. The new router hardware is arriving this week and we'll start the process of getting everything hooked up and tested as soon as possible.
We are also working with third party Internet providers so we'll likely make the switch over to the new hardware on a weekday rather than bringing it online over the weekend (just to be sure to avoid any extended downtime).
We'll continue to update you with the latest as new info comes in. Thanks everyone!
3:00 PM, November 14 Update
Hey all, we have a new update on our progress in tackling these recent network issues. Over the weekend our network team performed a variety of mitigation steps to make your experience better, and we’re happy to report that those steps have improved our stability. Some of you have also let us know that things have been better during your play over the weekend. However, the underlying causes of these issues have still not been fully fixed, and our team is still tackling the problem. You may continue to see some infrequent drops or continued periods of lag in the days to come.
We know that many of you have been impacted by all of these issues, and we’re sorry that they’ve impacted your play in the first place. Compensation packages will be sent after our network is back at 100% and everyone can reliably enjoy their favorite games, with a caveat: in RIFT's case, we will advise of the package components after Starfall Prophecy launches, as that huge behemoth needs to get to the finish line!
We’d rather not send them early, so we can make sure we’re fairly making these packages based on how long this process may take.
Thank you for adventuring in all of our worlds, even through this period of issues. We appreciate having each and every one of you here, and we’ll get this fixed so you can go back to the important stuff: endless adventure!
Your Friends at Trion Worlds
Update 12:30PM: Network stability has improved, and so we are provisionally unlocking the NA shards while this is true. We are paying rapt attention to the situation, and this situation may change again in the future.
Update 11:30AM: Due to the frustration of instability, we've decided to lock the NA servers until further notice. We're working hard to fix this issue, and will keep you posted with any updates.
We know the last two days of disconnects and lag have hurt your gameplay, and we want you to know that our teams have been working as hard as possible to get everything back to normal. We’ve identified two network issues that are causing troubles for those of you connecting to our Dallas (North America) datacenter. One is a network equipment issue on our side, and the other is an internet service issue outside of our network. Both of these issues happening simultaneously is leading to the unusual performance everyone has been recently experiencing.
We are incredibly sorry about this, and getting our network back to 100% is our #1 priority. We’re working with outside providers and our internal hardware teams to get both of these issues squared away. However, it is possible that these disconnects may continue to occur intermittently through the beginning of the weekend.
We’re making note of what customers are affected by this, and we’ll follow up with all of you once these issues have been resolved. Thanks for sticking with us through this, and we look forward to getting all of you back in the game!
The RIFT Team
UPDATE by BRASSE (also posted to the end of this thread):
With the network connection issues over the last few days we know many of you are concerned with your Patron status or just lost time playing in Telara. This has been a bad experience all around for you guys and for us. We want to let everyone know the plan moving forward into the weekend.
- We're putting together compensation for everyone who has logged in since these issues started. This is something we'll post once we've resolved the issue and everyone is able to get in and play normally. Until then, there's no sense trying to predict how much we need to account for.
- Until the network issue is completely resolved we will have ongoing disconnects. We have people watching around the clock and will do everything we can to get the games up and running as quickly as possible when we do come offline.
Our network team is working to resolve these issues all day, even on weekends. If we do have disconnects, rest assured we're on it and it's our top priority. Please hang in there a bit longer.
We're all in this together!