I tried calling and with no help whatsoever... So please tell me if you guys found any solutions. Also, is the lag only evident during UO? Or is it every game?
Did research and found this on an aion forum:
Default Ping/Latency issues after server merges.
Ok, i'll start off, this thread is dedicated to a personal investigation I was doing on my free time.
To start off, I'm on the east coast, in CT. I lived hours away from the old server locations in NY prior to the move. With the release of 1.9, and server merges, AION's routing and server locations were taken from NY, and placed in their center located in Dallas TX.
Under normal circumstances, East coast players should of gotten a slight ping jump while the rest of the US areas benefited substantially. Instead, we have mixed results.
The reason for the mixed results, and players now getting a ridiculously high ping of 150-250 (And some more) when they previously sat at a smooth 30-100, is due to a faulty router.
Below is an example of the latency jump durring hops to the server located in TX...
root@dallas01:~# tcptraceroute 64.25.37.4 7777
traceroute to 64.25.37.4 (64.25.37.4), 30 hops max, 60 byte packets
1 64.120.76.53.ubiquityservers.com (64.120.76.53) 6.369 ms 6.349 ms
6.330 ms
2 * * *
3 65.106.4.233.ptr.us.xo.net (65.106.4.233) 0.347 ms 0.339 ms 0.323 ms
4 te1-0-0d0.cir1.dallas2-tx.us.xo.net (207.88.15.45) 0.536 ms 0.529 ms
0.513 ms
5 206.111.5.202.ptr.us.xo.net (206.111.5.202) 0.495 ms 0.476 ms 0.702 ms
6 0.ae1.XL3.DFW7.ALTER.NET (152.63.96.46) 0.691 ms 0.452 ms 0.921 ms
7 0.ge-0-1-0.XT3.DFW9.ALTER.NET (152.63.0.33) 1.935 ms
0.ge-1-2-0.XT3.DFW9.ALTER.NET (152.63.0.49) 1.805 ms
0.ge-0-1-0.XT3.DFW9.ALTER.NET (152.63.0.33) 11.965 ms
8 POS6-0-0.GW13.DFW9.ALTER.NET (152.63.102.213) 1.692 ms 1.673 ms 1.649
ms
9 ncsoft-gw.customer.alter.net (152.179.113.90) 31.517 ms 31.489 ms
31.459 ms
10 64.25.32.10 (64.25.32.10) 31.454 ms 31.318 ms 31.249 ms
11 64.25.32.26 (64.25.32.26) 31.794 ms 31.775 ms 31.744 ms
12 64.25.37.4 (64.25.37.4) 31.659 ms 31.556 ms 31.573 ms
From hops 8-9, we experience a latency jump above 29ms.
When NCSoft was contacted on this issue, they assured us that it wasn't their router and it was a router owned by Alter.net. After researching, I have discovered that Alter.net is owned by Verizon. So, I myself, contacted Verizon directly.
I had phone conversations and email follow ups with tech support from Verizon. Now, while I am not a NCSoft employee, they could discuss much with me, BUT - I was able to get info out of them.
It turns out, the router before the hop, is owned by Alter.net yes, but that router has gone through a ping test and diagnostic over the past week, and it is getting great feedback with no ping issues. The other router, however, is in fact NOT "OWNED" by Alter.net. It is actually a router owned by NCSoft!!!
NCSoft has been lying to the community about this issue and it was in fact an issue with their own technology. The router creating the jump in ping is owned by them and is either faulty, recieving too much load, or needs to be tuned or re-wired. I have the email I will put below in quotes.
"----------(Deleted, my name.),
I investigated our network and ran non-intrusive tests for troubleshooting.
However because you are not an NCSoft employee I am unable to give any technical details about the findings. However after troubleshooting I did contact NCSoft and report what I found. I spoke with their support staff and they are examining the issue at this time. We checked all the sections of the Verizon Business network (alter.net) and found no trouble on our side. For future reference hop 8 in your traceroute is our router but hop 9 is a router that belongs to NCSoft even though the reverse DNS resolves to an alter.net suffix.
After speaking with NCSoft they asked us to hold our ticket open while they
investigate. I hope you have a Merry Christmas and thank you for contacting Verizon Business.
Thanks again,
Scott Flowers
Verizon Business"
That's the email, I also had phone conversations and other emails prior to this.
(TL;DR):
Long story short, the reason for the ping jump is something that can be fixed by NCSoft. I have proof directly from Alter.net(Verizon). Verizon has contacted NCSoft and there are claims it is not finally being fixed. East coast players may see substantial ping resolution soon close to what we had prior to the server move to TX. But, it is not for sure, because NCSoft may of just blown off Verizon.
My advice, send a support ticket to technical support if you experience issues, give this evidence I provided in the ticket so that our word is out there and don't let NCSoft blow it over like it's not a big deal. This needs to be resolved.
You're welcome in advanced if my personal findings and personal research does actually resolve this finally. It's pretty sad I as a community member had to research this myself because of NCSoft's incompetence. Now they'll have to think of a new excuse instead of blaming Verizon if they want to blow off the east coasters.