Need VPN to log into game

[Teagan1]

For the past week it takes over 10 tries to log into Secondlife, when i do manage to get online i have packet loss of over 20%. The only way i can log in first try is by turning on my VPN, also with VPN on i have no packet loss

[Michelle-TalkTalk]

Morning,

I'm really sorry for the delay. This has now been escalated to a different team who are looking at this.

Thanks

[Teagan1]

My contract ends tomorrow, after that I will be expected to pay £32 for a service that’s not working correctly. I have started looking else where for a different provider.
This issue has been going on for weeks apart from 3 days ( 24th,25th,26th February), which worked fine. I’m not the only person having this issue.

Im very disappointed with the help received.

[Michelle-TalkTalk]

Morning,

No update as yet. I will continue to monitor.

Thanks

[Michelle-TalkTalk]

Hello,

Thanks for testing and I'm sorry to hear that. I've asked the team to confirm if they made any changes and will let you know as soon as they come back to me.

Thanks

[Teagan1]

Its still bad, no improvement.

[Michelle-TalkTalk]

Morning,

I'm sorry to hear this. Could you let us know if this is still happening this evening and I will ask the team again.

Thanks

[Teagan1]

Everything was finally great over the weekend, i could log in first time, everytime, packet loss was no more then 0.2%.

BUT as of about midday Monday, im back to not being able to log in without VPN on, and packet loss over 27%.

[Michelle-TalkTalk]

Morning,

Have you noticed any change over the weekend?

Thanks

[Michelle-TalkTalk]

Morning,

Apologies, the team are still looking into this but I will chase for an update.

Thanks

[Teagan1]

Any update from the engineers ?

My TalkTalk contract ends next week and it will increase in price, im reluctant to pay extra for a service that isnt working correctly.

[Michelle-TalkTalk]

Morning,

I'm still looking into this and will let you know as soon as I know more.

Thanks

[Michelle-TalkTalk]

Hello,

Just to advise that I've passed this to one of our Network Engineers to look into and I will post back as soon as I know more or receive an update back.

Thanks

[Teagan1]

Im Connected via ethernet, the packet loss is within the SL game [image taken from SL viewer stats], this is with VPN off.  SL support have tried to help, running test etc, they feel its a IP address issue. Its not just the packet loss thats a issue, its the fact i have over a dozen failed log in atempts to the viewer before i can even get online, unless i use VPN, then im fine.

Looking at the  forum post it seems im not the only person with TalkTalk have problems with SL and PL

[Michelle-TalkTalk]

Morning,

Thanks for the PM. From the results I can't see any packet loss and the results look ok. Can I just confirm, are you connected wireless when this happens?

Thanks

[Chris-TalkTalk]

OK thanks, could you run a set of pings and a set of trace-routes to the second life server and PM me the results 

Run a Ping or Traceroute - TalkTalk Help & Support

Thanks

Chris

[Teagan1]

Yes i have the same problem on my laptop

[Chris-TalkTalk]

Thanks for that. Do you have the same issue on more than one device?

Chris

[Teagan1]

Its been updated 👍

[Chris-TalkTalk]

Hi Teagan1,

Can you please  update your community profile to include your:

• Name
• Telephone number
• Alternative contact number

We'll then look into this further. Please do not post this information on this thread. Once you've updated your profile please post in your topic to confirm it's updated.

Thanks

Chris

[Teagan1]

Yes i've tried that, it didnt help