One time? Not grinding until Sunday so won't be able to try it out until then.

I'm not blaming Bryan, I believe he's doing his job with excellence. I'm faulting Pokerstars support (and what it has become over last 6 months)

this.

My housemate just received an email from support, just now, today. The email says the issue is the entirely the fault of internet routing, totally outside the control of Pokerstars, and that they have no liability, and will not be offering him any compensation.

Bryan, can you explain this? I thought you said your support didnt lie?

Disgusting. Absolutely disgusting.

Hello XXX,

Thank you for your email.

I completely understand you would like to keep emails in English, and this is not a problem at whatsoever.

In regards to the technical issue, I would like to inform you of the following:

It is important to understand how the Internet works. When data flows from your computer to a remote site and vice versa, it is "routed", hence the use of routers throughout the Internet. Each router will have several connections and when it receives data it will choose where to send that data based upon what it knows. Each router only knows how to reach a few specific IP addresses, and has a "default gateway" for everyone else. Data will hop through many routers, from 8 to 30 or more on its
journey.

The complexities of routing tables are beyond the scope of what we can explain in a short description, but there are a few basic truisms that are easy to explain:

1. Data from you to our server does not necessarily take the same path as data from our server back to you.
2. Today's data may not take the same path to reach its destination as yesterday's identical connection. Routing tables change dynamically depending on many factors.
3. Data from you to a server in a particular city may take a completely different route than data to another server in that same city, it depends on which ISPs the two servers use.

In short, this all boils down to one single, immutable fact: The Internet is inherently less reliable than any other utility such as a phone company, electric company, etc. Outages happen
somewhere on the Internet each and every minute as routers are shut down, restarted, and fail. Data is routed around such outages as best it can be, but sometimes this takes time.

The investigated cases demonstrate there was a routing issue, outside our control, that caused your data to be sent through a poor connection. This affected PokerStars, located in the United Kingdom, and other sites around the world. But may not have affected other sites who might locate their servers elsewhere such as Gibraltar or Kahnawake, Quebec. That is why that particular routing anomaly affected PokerStars but not others.

Can this happen to others? Absolutely! It can, and it does. Our servers used to be located in Kahnawake, Quebec, and this happened to our customers there as well. It also happens to other
poker sites located around the world. That is the nature of the Internet, as explained above.

So, will it happen again? We are sad to say, yes it will. It will happen to you again at some point, no matter where you choose to play. Any site that guarantees you 100% uninterrupted access is providing false information. In the Internet industry, there is a "slang phrase" used by network administrators called "five nines". It means that a respectable goal is uptime of 99.999% of
the time. We are pleased to say that, aside from a monthly scheduled downtime for the deployment of new versions of the PokerStars server, we indeed exceed "five nines" uptime for our own internal network.

It is important to remember, however, that even if a site manages their own "five nines" for their hardware and connection to the Internet, the customers are at the mercy of the uptime of every single router along the way from the customer to the server. As mentioned above, that can be 30 or more routers, some of whom will have monstrously poorer track records. It can also be a different set of routers depending on overall traffic shaping anywhere along the path from you to the server. PokerStars has absolutely no control over those networks, though we have spent a great deal of time and money researching the up-times and stability of our own ISP providers to minimize "out of network" down time.

In the end, the simple truth is that no site, not even PokerStars can assume responsibility for the stability of every router in the world. Outages are going to happen, a small few in our own network but the vast majority outside our control. The same is true of other sites. We can and do assume responsibility for our own network, but most disconnects from games are caused by factors beyond our or any site's control.

Unfortunately we will not be able to supply you with additional compensation.

I understand this might not be the answer you were hoping for, but I also hope the above explanation points out why we can not do this.

If you have any further questions, on this or any other subject, please do not hesitate to email us.

We thank you for choosing PokerStars and wish you the best of luck at our tables!

Kind regards,

Michiel
PokerStars Support
---
We are poker!



______________________________
Someone gotta be kidding me right?

I guess now admitting that it was your fault, I will be compensated? You also got my video as proof ...

I would like to start grinding again tomorrow need to catch up all the lost hours.

this statement is so patronising

Its is important to know that the internet is a series of tubes

the internet is broken guys, calm down

Been playing zoom last 3 or so hours after update.. still LOTS of lag and disconnects.

This thread is about MTTs not Zoom

riiiiiight, so what you're really saying is that the internet broke in the last couple of months..........

.......

makes sense.

Before last update, had lags only on Sundays when there was big MTTs.
Yesterday it was terrible once I want over ~22 tables.
4 days ago I tested my new PC and was playing ~35 2.5 180s without any lag and everything worked perfectly. Kinda weird, hope today will be better.

Comments like these kinda show why Pokerstars thinks its necessary to tell you how the internet works.

What would be the preffered solution if Pokerstars is indeed right and its a routing issue ? Wouldnt there be a possibility of requesting a technical audit of that router ? Dismissing this is as being the problem is unreal imo, even if its a small chance. All routers are obviously someones property and can be fixed I guess.

dude, stop the **** undermining everyone's lag problems on PS recently only because you're not experiencing them, you mentioned that in completely another thread, berated me for responding to it (because the main subject was different) and now you appeared here. Either bring some value with useful info or just shut up.

Where usefull info is anything that you will agree with ? As almost everyone stated this is not a black and white issue. Some in here have degrees in computer sciences etc and nobody can 100% prove anything. It HAS been shown tho that routing can give some problems as listed (and shown) in the emails above, or is this not a valid response since this would mean no money can be regained from stars ? Since most bugfixing is all about trial and error my reply is actually more concrete and helpfull then most.

So, couple days and I still see same people reporting lags, was PS Support lying to us again? Shocker.

How's the lag today? I was hoping to play a long session later.

yeah has anyone grinded on the new client yet?

excited to play w it tday, hopefully lagfree (doubt it tho coz its sunday + MM main)

woke up, went to check how semesa is doing... ridiculous lag, even worse than before.

I'm just not even going to bother playing today...

****ing incompetence at stars is unreal, its so ridiculous that this is still going on

oh, and he has his lobby minimized (most ******ed 'solution' i ever heard in my life)

Really lag? FML

Just wanted to start grinding guess i only click SM + WU

Also still waiting for a refund how long will it take?

ya, lost all my timebank in 109t and sunday cubed, was pretty bad. Seems to be a little better now though.

no lag here, had barely any lag this whole week

havent updated stars since a while now. had some lag before but last two weeks 0 lag...

Well when Bryan emailed me he said they will 100% do refunds on a case by case basis...

But some other support emails say no refunds.

Pretty standard for no one from stars to be on the same page, all contradicting each other.