No apology. No formal statement. No updates.

Last update we got was "We tried to find a problem our end, couldn't find one. Must be tableninja."

Disgusting, and the lag is getting worse.

+1
So true

Still no statement from PS, geez

Let's re-spam them with emails everyone?

As support says... "We kindly ask for you to provide us with the Network Status Report as soon as you experience these disconnections, and we also advice for you to let other people you know having the problem to do the same, so that a more concrete image of an issue can be formed."

Gogogo

i am not even using table ninja and I can barely play because of the lag

At the moment there are nearly 200 thousand players playing at our site, only a hand of them are reporting any errors. So the issues you was reporting must be any

Hello again,

Our developers continue working on this issue, and having spoken with one of their team leaders a bit ago, I have some hopeful news to share. They were finally able to reproduce the problem a short time ago, and believe that it's now been positively identified. Assuming this is true, a fix will be on the way as soon as possible. Again, if/when I have more news and/or details which I can share, I'll be back here to do so.

I hope that we're on the right track here, and regret that it's taken this long. (That would be true even if I could wave a magic wand and make this problem go away in the next five minutes.) Thank you once again to those who have been as patient as possible, understanding that we want to solve problems as much as our players want us to solve them. Constructive feedback and information in an attempt to sort out an issue is always helpful, difficult as it may be at times. Thank you.

only had a few small 1-2 second blips today while on about 6 tables. Seemed markedly better then sunday.

It's happening when the list of MTT's are being refreshed in the lobby. Due to it's priority (the refresh) makes the client hang until it's done.

How are they going to repay the ammount of equity lost for all the grinders that pay endless ammounts of rake per year and have lost X ammount of equity / Buyins due to this hurrendous lag?

We gave you and Pokerstars support constructive feedback and it was ignored, or we were told that it was not a Pokerstars issue. I posted an email from your support in this thread, from a "Technical Specialist", where I was explicitly told that it was NOT a Pokerstars issue, and must be an issue at my end. You yourself stated this must only be a small issue affecting a handful of users. This theme of denial or shifting the blame from your staff has been constant throughout this issue.

It is at this point that sheer annoyance and frustration takes over and giving constructive feedback goes out the window, as you have shown that you do not heed it as you should.

Am I to assume that your post above is now an admission that you were all wrong? And confirm that this is indeed a huge, global issue... like we first informed you about, totally the fault of Pokerstars, which has constantly affected our equity in tournaments over the last few weeks?

In which case, please outline how I can proceed with my claim for refunds, and how I should go about this. Thanks.

Hello XXXXXX,

Thank you for contacting PokerStars.

We apologize for any inconvenience, please note that we understand your point of view, as it is a logical way of interpreting what has happened.

Whenever you connect to our site to play, there are several processes that occur. For example, in the Pokerstars program each table connects individually; and it is possible to experience disconnections on one table while others are working properly. It is also very possible that you experience disconnections on our site while other sites are working properly.

The reason for this is that you do not connect directly from your computer to our website; instead, your computer sends and receives signals that go through various routers. When one of these routers fails, disconnections may occur. On the other hand, please note that other sites use different routers to connect.

We can confirm that our servers are working properly. Please note that whenever there is a server failure, a massive amount of players (by the hundreds at least) may be affected. If this occurs, we always try to compensate our players even before they contact us.

Sometimes these issues are temporary, however, if the problem persists you should contact your ISP and ask them to run traces to the IP addresses we provided (for example: 77.87.181.63), as in some cases they can reset your ports and improve your connection.

We hope this information is useful to you, please let us know if you need anything else.

Regards,

Ricardo A.
PokerStars Technical Specialist




Hello Bryan,

After your last response some questions raised to me.
What does the above mail mean compared to your response?
Because they don't seem to compute and it is either deluding or complete false. Sorry for the hard words, but I can't phrase it differently.
I feel very upset about Pokerstars.
I don't want to pin it to you as I have a lot of respect for people who at least try to explain stuff and not walk from problems.

Thank you.

ZB

Edit: I wish I had seen the above post from C-Unit before, he nailed the topic as hard as you can.
He basically says the same as I did.

One time. Fix it and give him a Scoopticket imo.

It happened to me also playing only HU while having the lobby minimized. Could be the case, that the lobby refreshes automatically in the background, but i doubt it cauz i think when i maximize the lobby its not refreshed at that point...

Sent the following email today, in reply to the ridiculous broken english Andre email I posted on page one... I urge everyone to do the same:

Hello Support,

I would like to reopen this issue.

Pokerstars has been suffering from lag spikes since the update that introduced the new final table theme and the real time prizepool updating. The lag usually occurs at :00, :15, :30 and :45 past the hour. This lag freezes all tables for a period of time, resulting in losing timebank and timing out/folding hands inadvertently. This alone affects our equity in tournaments, but the emotional frustration (tilt) that results from this issue affects us even more. We should not have to deal with this, and I hypothesize that I have lost a significant amount of equity as a result of this issue.

Every time I emailed you about the issue you said it was not your fault and it must be something on my end. But the whole time I was 100% sure it was a Pokerstars issue. This is because I am a professional poker player, and talk to many other professionals around the world who were ALL experiencing this, regardless of their computer specifications / Internet Service Provide / location / third party software usage. I assume the reason you did not receive a flood of complaints is that recreational players make up the majority of your player pool, and do not notice this so much as they only play a few tables and do not play regularly/daily.

An extensive thread has been building up on the twoplustwo MTT Community forums. Yesterday in this thread, Bryan-S, a Pokerstars representative on the forum finally admitted that Pokerstars have FULL LIABILITY for this issue, which we knew all along.

The thread is here, please read it for yourself: http://forumserver.twoplustwo.com/61...-stars-1172544

The post from Bryan-S is as follows:

"Hello again,

Our developers continue working on this issue, and having spoken with one of their team leaders a bit ago, I have some hopeful news to share. They were finally able to reproduce the problem a short time ago, and believe that it's now been positively identified. Assuming this is true, a fix will be on the way as soon as possible. Again, if/when I have more news and/or details which I can share, I'll be back here to do so.

I hope that we're on the right track here, and regret that it's taken this long. (That would be true even if I could wave a magic wand and make this problem go away in the next five minutes.) Thank you once again to those who have been as patient as possible, understanding that we want to solve problems as much as our players want us to solve them. Constructive feedback and information in an attempt to sort out an issue is always helpful, difficult as it may be at times. Thank you."

Due to the above admission of liability, I expect two things from you now:

1. A full apology for all the times you denied the existence of this issue and/or tried to deflect the blame on to me.
2. A full refund of all of my rake from the date of the introduction of the patch that started this issue up until the current date. I believe this was around the middle of February, so I am expecting at least 3 weeks worth of rake refund.

I look forward to your response.

Many thanks

fix before this micro **** ONE TIME

+9

TBH the first part is due to all of 2+2/pokerstars members, and the 2nd part is due to many reg's who have had massive disconnect issues.

Yesterday I was told it was all on my side. Today it is running smooth. Same internet, same computer. gg

lagging for me today a bunch

I don't play tournaments and I get the lag too.

c-unit for mod!

but srsly stars i expect u to fix this before micromillions otherwise this will be a disaster, which only could have been topped by the multy entry daily dollar back in the days...

I was very angry w Stars around October I think as when multi-tabling cash the client was freaking out. It was just after a series of updates and I play on a Mac.
I sent similar emails plus logs that led to a kind of acknowledgement of liability but then nothing!
Now grinding MTTs and hitting lag but was not certain that greater number of tables app12 had an input on a relatively old 2007 Mac.
Seems though lag is hitting all?
Yesterday at around 1800 GMT frozen out just long enough to bank and fold AA in MP.
They got back to me in around Jan following up last years complaint but the communication seems just totally daft and not gaining any good result.

In my case, I do not only experience lag, but also seemingly random disconnections while my browser continues to work fine. Usually, the disconnection is only for 30-45 seconds, and stars reconnects on its own, that is, without me resetting modem or relogging in.

Im just wondering if this disconnection problem is specific to my case, or whether those who experience lag, also get disconnected from time to time. Thanks.

Have had no response yet. If this isn't fixed before Sunday I dread to think what's going to happen.

They just sent me the following reply in response to my question about how to go about fixing my disconnection issues. Again, I only experience problems with stars. They still claim that the problem that the problem is on my end and that I should contact ISP blah blah FM(fkn)L. Is anyone here capable of interpreting these network status reports

Hello XXX,

Thank you for your email.

The Network Status Report (NSR) you provided verifies this issue
existed with your connection and not just our site. This report
runs a ping trace to various websites around the world to test
your connection in general.

Please allow us a moment to break down that report and
demonstrate. The set of traces listed below are ran to Australia,
Cambridge (UK), US West and East coasts, (US) Manx Telecom (IOM),
and the Pokerstars.com Website (IOM). With the exception of the
PokerStars website, none of the other servers belong to
PokerStars nor are they related to your connection to our
servers. We use these sites to test your overall connection and
path of data communication. We have only included small snippets
of each trace and you may review the file you sent to review the
entire path.

Host 210.247.216.161
[210.247.216.161] Pings=5 Quality=42 Lost=2
1 --- [ 192.168.1.1] Pings=6 Quality=50 Lost=2
2 --- [ 91.176.104.1] Pings=8 Quality=100 Lost=0
3 --- [ 91.183.241.86] Pings=3 Quality=0 Lost=3
4 --- Error - Status 6 Lost=5
(...)

Host 67.195.160.76
[ 67.195.160.76] Pings=7 Quality=75 Lost=1
1 --- [ 192.168.1.1] Pings=8 Quality=100 Lost=0
2 --- [ 91.176.104.1] Pings=6 Quality=71 Lost=1
3 --- [ 91.183.241.86] Pings=3 Quality=0 Lost=3
4 --- Error - Status 6 Lost=5
(...)

Host 128.112.132.86
[ 128.112.132.86] Pings=7 Quality=75 Lost=1
1 --- [ 192.168.1.1] Pings=7 Quality=75 Lost=1
2 --- [ 91.176.104.1] Pings=8 Quality=100 Lost=0
3 --- [ 91.183.241.86] Pings=5 Quality=42 Lost=2
4 --- Error - Status 6 Lost=5
(...)

Host 169.232.55.224
[ 169.232.55.224] Pings=6 Quality=71 Lost=1
1 --- [ 192.168.1.1] Pings=7 Quality=75 Lost=1
2 --- [ 91.176.104.1] Pings=7 Quality=75 Lost=1
3 --- [ 91.183.241.86] Pings=3 Quality=0 Lost=3
4 --- Error - Status 6 Lost=5
(...)

Host 80.65.254.253
[ 80.65.254.253] Pings=5 Quality=42 Lost=2
1 --- [ 192.168.1.1] Pings=8 Quality=100 Lost=0
2 --- [ 91.176.104.1] Pings=8 Quality=100 Lost=0
3 --- [ 91.183.241.86] Pings=3 Quality=0 Lost=3
4 --- Error - Status 6 Lost=5
(...)

Host 77.87.181.63
[ 77.87.181.63] Pings=8 Quality=100 Lost=0
1 --- [ 192.168.1.1] Pings=7 Quality=75 Lost=1
2 --- [ 91.176.104.1] Pings=5 Quality=42 Lost=2
3 --- [ 91.183.241.86] Pings=3 Quality=0 Lost=3
4 --- Error - Status 6 Lost=5
(...)

As you can see the traces fail starting at the first few hops for
all sites traced. First, please stop running any programs that
are accessing the Internet at the same time, this includes
streaming video/audio, downloading files or updating software.
Next check that you have the latest firmware for your
modem/router. To upgrade your firmware, please contact the vendor
or manufacturer of your device.

Once you have done this please make sure you are not using any
wireless connections or devices in between your computer and
modem as these are generally less stable and can cause issues. If
running a direct wired connection does not improve your
connection please try a different cable as well as a different
modem/router.

After completing these steps your connection should start to
improve, if this not the case you will need to contact your ISP
to get them to check the connection running to your residence.
You should ask them to check the packets being lost in the first
few hops as well as check that your modem is working correctly.

Good luck with fixing your connection issues and please do not
hesitate to contact us again if you require any further
assistance.

Regards,

Andre
PokerStars Technical Specialist