Act cancelled /customer service

[Kazmal]

Well i just cancelled my act .Not big news i know, but heres why I cancelled .9 times out of 10 when either me or my wife try to log in to Vanguard either to the live servers or test we get the error could not connect to patcher ,so last night i went to SOE support and signed in for the online support and was put in the que ,number 5 , after an hr of sitting there i got to talk to a tech.Now in the initial support req i typed in the exact error and that i am having issues connecting to the game .The tech reads it and asks for me to explain the issue .I explain that i cannot connect to the game ,really fairly simple .So he says whats the error message you are getting ? Now...If you cant or dont read the initial help request how in the world do the expect to help people ? Long story short the rep was not helpful at all and basicly didnt care .I have put up with being billed early (only 10 days into the free 30 days SOE charged my card and i it took 2 hrs to get that straight and 2 days later they did it to my wifes account) and the fact that the game was released too soon .I dont mind paying to play but am not going to pay for a game that i cannot play .There are too many other games out there .I am also done with SOE and any new online game company that hooks up with them like Sigil has ,SOE has the worst customer service in the online gaming world.I love playing on test and the great dev's and community that lives there but simply cannot play Vanguard.

[Darkmoore]

You will be missed.

[Aredhel]

I understand your concerns and problem. It's not a new one, unfortuntaly, but you will be missed!

Hopefully, this thread will be noticed and taken seriously, as it's not an isolated case.

[Malleable]

Kazmal,
I feel for you. Customer Service is probably not the best in this game, and its frustrating not to be able to play the game.
When I was getting hit with the 'kicked back to Character Selection Screen' bug I gave it a couple days, and cancelled my account.
They got it fixed thank fully, as a lot of people were affected.

It has to have something to do with your computer. If you dont mind Id be happy to try give some suggestions. Im no expert, and youve probably tried everything, but Id hate to see you quite in frustration.

Im sure youve tried alot of these, but can't hurt to repeat, right?:
ALWAYS create a restore point through System Restore before messing with ANY of these suggestions.
1. Full File scan.
2. Reinstall the game.
3. Turn off Anti Virus software. With this you probably have to actually go into MSCONFIG and turn off things in Services and Startup Tab. Go to the Run box, and type MSCONFIG and hit return. Maybe just uninstall the Antivirus totally, then hit the MSCONFIG bit. Maybe even get a Registry cleaning program to get rid of stuff that doesnt go away with an install. I recommend Advanced Registry Cleaner from Systweak. Registry Mechanic is also suppose to be very good. Trial downloads are available.
Another program that might be helpful is WinTasks Pro, from Uniblue. It is a like the Process tab of the Windows Task Manager, except it is very detailed. You can actually read what the processes are being run for and know what you can disable for the most part. And you can restrict startup services like with MSCONFIG. Trial downloads should be available. The Uniblue site also has a Services database to see what is a necessary service, and what isnt.
4. Turn off Anti-Spyware programs. Follow the above suggestions.
5. Turn off Firewall programs. Follow the above suggestions. Also turn off the Windows Firewall.
6. Delete the two files in the 'bin' folder of your Vanguard directory. I think thats the right folder, only two files. I was getting lockups and crashes do to these, as many others do. Getting rid of them fixed it, as they get reinstalled upon entering the game (with noncorrupted versions I guess). There are A LOT of problems caused by these two files, so even if your problem is different, deleting them may help.
7. Update video drivers.
8. Update firmware in router.
9. Update firmware in modem (dial up, cable, DSL, FIOS, whatever).
10. Reinstall DirectX 9.0c. You probably have to uninstall the original. Maybe something is corrupted. Trying to just reinstall over the top of the existing stuff rarely works or fixes problems.

Do option 6 first. Its the easiest, and probably solves most problems like yours. Probably want to do option 2 last, as that takes hours to download the patches. I keep Vanguard on a separate HD, and use Acronis True Image 10 to make incremental backups of this and save them on a separate HD. I alway have a good running backup of the VG files should I need to reinstall, and I dont spend hours downloading all the patches all over again.

Thats all the suggestions I have. Let us know how things go.

Mal

[Aredhel]

Just a suggestion here:

Don't confuse Customer Support with SoE Customer Service, ok? There are HUGE differences!!

SoE is infamous for their (lack of) technical/billing services. Sigil is getting better and better with their Customer Support area, meaning GMs, Crimson Fellowship, ok? Hopefully, they are getting the tools they need to do even better. Even the devs break their rears trying to get things done for us! Just because we can't physically see it doesn't mean it's not there!

Just to keep things straight!

[Kazmal]

The Dev's and Gm's ingame and on the test server are the best , polite helpful and friendly! SOE customer service and Tech support is the worst in the business with no signs of getting any better .

[thurind]

Originally Posted by Kazmal

Well i just cancelled my act .Not big news i know, but heres why I cancelled .9 times out of 10 when either me or my wife try to log in to Vanguard either to the live servers or test we get the error could not connect to patcher ,so last night i went to SOE support and signed in for the online support and was put in the que ,number 5 , after an hr of sitting there i got to talk to a tech.Now in the initial support req i typed in the exact error and that i am having issues connecting to the game .The tech reads it and asks for me to explain the issue .I explain that i cannot connect to the game ,really fairly simple .So he says whats the error message you are getting ? Now...If you cant or dont read the initial help request how in the world do the expect to help people ? Long story short the rep was not helpful at all and basicly didnt care .I have put up with being billed early (only 10 days into the free 30 days SOE charged my card and i it took 2 hrs to get that straight and 2 days later they did it to my wifes account) and the fact that the game was released too soon .I dont mind paying to play but am not going to pay for a game that i cannot play .There are too many other games out there .I am also done with SOE and any new online game company that hooks up with them like Sigil has ,SOE has the worst customer service in the online gaming world.I love playing on test and the great dev's and community that lives there but simply cannot play Vanguard.

Sadly this is a problem that many people have experienced. I was getting the exact same experience and was on the verge of quitting the game. Customer service for Vaguard has their head firmly up thier ****.

I found out from a friend that if you go into your program file on your computer drive look in the sony file and then vangaurd and go in and put you BIN folder in the trash it loads like a champ.

Now of course there are so many asshats running around that will give you advice that will crash your computer so you are free to use or ignore this advice.

This works for me and while it is assanine that i have to do this every other time i try to load its better than nothing. Word of advice when you dump the bin folder (the actual folder not just the contents in the folder) the load screen will take a minute before it starts working so have patience.

BTW if you do this and dump your bin do not accept the restore to defaults option when loading.

Good luck and hope to see you round.