Kixeye Kixeye Defrauding its clients, defrauding Facebook SanFransisco California

Kixeye has repeatly denied any responsibility in its network operations failures nor does it allow any complaints valid or not to get past 1level support. Deniing clients the right to refund for poor services is not the issues here. The issue is they actually do not have trained CSR's in the IT field and utilize script to respond to client complaints. These scripts never address actual complaints and infact actually blame the client in many cases. When faced with a real It professional who provided actual/factual proof of thier shocking network issues the wrote me off compeltly!!! As you will read at the bottom of this post.

 Kixeye requires fedral investgaters to investigate the gaming code which is designed to force paying clients into monetary losses with code cheats that will do everything from intentionally killing themselves, blowing up unassisted, and list of flaws which are far too amny to mention here.   The proof is attached for anyone who wants to read it. My hope is to have someone in the USA who understands the WHOis and Name servcie info that proves that Kixeye knowlingly is lying to clients and companies like FACEBOOK.   To report them to the fedral authorities. This is a regulated industry and they are definitely defrauding its clients and other countries governments by charging tax on services from the USA which are not valid as they reside in California.  This is international tax fraud in most dictionaries.

Please read this report and report them to your local government to stop the theft of your tax dollars and the theft your your hard earned moeny to gaming fraud. 

I am a Certified information and communications Security Professional Since 1984 (31 years), a microsoft MCSE, have a BA in business and have run both public and private communications companies.  The informations I have provided here is avaialbe to anyone who has the tools.  

The reports are in reverse format so read from the start and feel the disgust I have from the eveidence and the lack of reason in Kixeyes responses.   

KIXEYE Support [KIXEYE] Re: Extremely poor long term service 
Inbox 
x

KIXEYE Support <helpcenter@kixeye.com> 
20 Jun (10 days ago)

to me 
#------------------# 
Your request (1090187) has been updated. To add additional comments, reply to this email.

Chris (KIXEYE) 
Jun 20, 5:31 PM

Hey Art,

I'm sorry that you're having problems, and that you think we're somehow losing money. I'm happy to tell you that while none of us are coming to work in yachts, the company is still extremely healthy.

I've taken a look at our server performance to assess if we are experiencing outages, downtime, or heavy load and everything appears to be fine, so I'd like to move on to the next step in investigating the source of the issue. Please try these steps, as they will ensure nothing is interfering with your system's ability to communicate with your connection:

You're on either an out of date or knockoff version of Chrome. Please play on an up to date version of a supported browser. 
Clear your Unity cache. You can clear your Unity cache by going tohttp://webplayer.unity3d.com/setup/ and clicking the "Delete All..." button. 
Clear your browser history 
Plug directly into your modem/router (no wifi) and powercycle it regularly 
Reboot your computer 
Once you've followed these steps, head to https://helpcenter.kixeye.com/hc/en-us/sections/200202233-Performance-Problem for some fantastic, brief articles on optimizing the performance of your computer.

If you continue to run into issues after this, let us know! We will be happy to investigate further :) Best of luck out there!

Thank you, 
KIXEYE Customer Support

Follow us on Twitter: http://www.twitter.com/KIXEYEsupport

Snow Road 1 
Jun 20, 2:57 PM

Server drops, auto pilot being turned on by game in middle of battles, Slow to no response during battles, loss of resources due to the lack of response during gameplay, sloppy code at times which has caused thousands of my personal dollars being spent to accommodate the growth of your company. With the money I have spent here I could have purchased the entire collection of games from most gaming manufacturers. To continue with the present irresponsible costs of playing would be a fools response. I cannot continue to support your companies goals with the present losses I have to recover due to your platform. As I have played online since the inception and have been in the Information security field for over 39 years it has come to no surprise that you guys are losing money. You cant keep charging me for your growing pains and mistakes, the online community is certainly on my side here as I have been listening to the complaints for almost 6 months.

There must be recompense for the loss of money due to your issues over the past year. There is no reason I should not have the best of everything you guys have offered over the past year, I paid for them 50 times over and still I have little to show for the the years of patronage with your company. There may be little you can do to save me from spending another cent on your service but that is up to you. As it presently stands I have lost and can prove thousands of dollars of losses due to game issues and will not be happy if this is not responded to in a professional and responsible manner.

Customer information - 8707499 Art Hannigan

This email is a service from KIXEYE. Delivered by KIXEYE. 
KIXEYE-Id:NgTu6rNRtwY6QGz6m Message-Id:CPDVG5JC_558605dd8d820_46d83f90e34cd32c6839a_sprut

Art Hannigan <(((Redacted)))> 
22 Jun (8 days ago)

to KIXEYE 
Kixeye Management/owner,

Did you actually read my email??? My background is in Computer,s/LAN"s, WANS, RF, Wireless, Information and Communication Security. Been certified in almost ever aspect of computing and programming, so why give me this unfounded response?I have the very latest in equipment and software, my drivers are all up to date and are done so weekly, all my software gets version checked every morning at 3:00am, my firewall checks connection speeds and security 24/7 365 and sends me daily outage and condition reports. Your service is the only one that give me a problem, it is also the most expensive game I play, as most other gaming sites have already learned the failure in your present business model. Although I wish you luck I demand my due course. I have paid you in excess of 3,000.00 Us in just the past year just so I can experience the worst in online game-play for the dollars spent. I did not ask for money from you, I expect to be able to play at the same level as others who play this for free. This is not the case and if your not informed enough to understand what it is I am referring to them please pass this up the chain to the level of management who are aware of my capabilities and understanding. Stop wasting my time and money, you owe me a better response than what your 16 year old CSR just sent to me as a reply!!

This is not a threat and should not be taken as such, it is a promise I make to you with the best of intentions. It is your decision as to what path we take next.

If this continues you will leave me no choice but to ensure that others are not ripped off in this manner, for which you think is not understood by any, I am not one of those. I have been a CISSP twenty years before it was even known to the general public. The benefits of being a Communications Specialist in the Military. If my next response is the same then you can expect the full use of my background to ensure that this is corrected and that the entire gaming and regulatory community is informed as to the actual practices you are continuing to utilize to rip off paying players. Whether they are legal or not is irrelevant, as you know, the information when made public will certainly have a serious impact into your cash flow for the next year.

"This is not a threat and should not be taken as such, it is a promise I make to you with the best of intentions. It is your decision as to what path I take next."

All I ask for is what I paid for, you have not done that, in fact you have intentionally impeded game play to the detriment of the paying community. To make matters worse your leadership inflated the company with far too many employees without considering the cost of rapid growth. Then inflated the cost of playing to compensate for the poor business planning. Have I caught your attention yet?

We as a gaming community cannot support your growing pains any further. 
I'll give you 24 hours or I start with my turn to show you what a single guy with a lot of education can do legally to ensure FAIRNESS.

For your information only- The last time I had to make such a complaint it cost IBA of Chicago its business. Check them out on Ripoff.com 100m dollar company gone for doing pretty much the same business model your using against your clients.

Art Hannigan CISSP, MCSE, Ba CS

KIXEYE Support 
22 Jun (8 days ago)

to me 
#------------------# 
Your request (1090187) has been updated. To add additional comments, reply to this email.

Tucker (KIXEYE) 
Jun 22, 3:56 PM

Hi Art,

Thanks for the clarification as to the state of your system and specs. It's never our intention to talk down to players. I apologize if our previous response came across as such. Rather, we want to help fix the issue at hand. When submitting a ticket to Support, we're always going to try to troubleshoot. Irrespective of the source of the concurrent issues, it is procedural to rule out outliers. We're sorry that this has been misconstrued or if it appeared as though were were blaming you. We're not suggesting that your system is broken. This is especially important when realizing that the vast majority of players do not experience the issues you speak of. There is group of players that does have issues, but that does not mean we won't continue trying to help.

There is a correlation between connectivity to the server, ships acting on their own, etc. and latency. With a slow or ailing connection, the client will fail to load properly. In some cases, this results in uncontrollable ships, some cases result in a blue screen (which typically means not all of the assets are populating/downloading from the server), or white screens (failure of the SWF to load). There are also times where our troubleshooting simply can't help some players because either the issues are too comprehensive or, simply put, we can't see your computer screen. It's usually where we start and through process of elimination, we can move on to the next likely factor.

One thing you mentioned that may be a factor is that your firewall checks connection speeds and security 24/7, 365 days a year. firewalls typically use a lot of resources to run and if it's persistent while you play, it can result in significant performance issues. We do recommend that players temporarily turn off their firewalls to help ensure better performance while they play.

I do notice that the version of chrome you're using is also out of date, which is indicative of a browser such as Torch, which isn't optimized for our games. This could also result in issues with game play. Keeping up to date with Chrome is the best option for smoother play in Vega Conflict.

Another outlier we can eliminate is latency introduction between you and our server. We can see if there's anything happening between you and our server with a traceroute.

• Please run a traceroute and send us the results:

Press "windows key" + "r" 
Type "cmd" and hit "enter" 
Type "tracert pingcheck.vc.kixeye.com" 
Please just copy/paste the results into your reply.

Once I have some specific technical information, I will be able to piece together what is happening with this issue and decide if it is appropriate to credit your account.

Moving forward, please note that per our Terms of Service (https://www.kixeye.com/help/tos) we are currently unable to offer refunds for purchases or transactions rendered in Veg Conflict. But I do look forward to getting this issue resolved for you, Art. Thanks for your cooperation and we look forward to your reply.

Thank you, 
KIXEYE Customer Support

Follow us on Twitter: http://www.twitter.com/KIXEYEsupport

Snow Road 1 
Jun 22, 10:05 AM

Kixeye Management/owner,

Did you actually read my email??? My background is in Computer,s/LAN"s, WANS, RF, Wireless, Information and Communication Security. Been certified in almost ever aspect of computing and programming, so why give me this unfounded response?I have the very latest in equipment and software, my drivers are all up to date and are done so weekly, all my software gets version checked every morning at 3:00am, my firewall checks connection speeds and security 24/7 365 and sends me daily outage and condition reports. Your service is the only one that give me a problem, it is also the most expensive game I play, as most other gaming sites have already learned the failure in your present business model. Although I wish you luck I demand my due course. I have paid you in excess of 3,000.00 Us in just the past year just so I can experience the worst in online game-play for the dollars spent. I did not ask for money from you, I expect to be able to play at the same level as others who play this for free. This is not the case and if your not informed enough to understand what it is I am referring to them please pass this up the chain to the level of management who are aware of my capabilities and understanding. Stop wasting my time and money, you owe me a better response than what your 16 year old CSR just sent to me as a reply!!

This is not a threat and should not be taken as such, it is a promise I make to you with the best of intentions. It is your decision as to what path we take next.

If this continues you will leave me no choice but to ensure that others are not ripped off in this manner, for which you think is not understood by any, I am not one of those. I have been a CISSP twenty years before it was even known to the general public. The benefits of being a Communications Specialist in the Military. If my next response is the same then you can expect the full use of my background to ensure that this is corrected and that the entire gaming and regulatory community is informed as to the actual practices you are continuing to utilize to rip off paying players. Whether they are legal or not is irrelevant, as you know, the information when made public will certainly have a serious impact into your cash flow for the next year.

"This is not a threat and should not be taken as such, it is a promise I make to you with the best of intentions. It is your decision as to what path I take next."

All I ask for is what I paid for, you have not done that, in fact you have intentionally impeded game play to the detriment of the paying community. To make matters worse your leadership inflated the company with far too many employees without considering the cost of rapid growth. Then inflated the cost of playing to compensate for the poor business planning. Have I caught your attention yet?

We as a gaming community cannot support your growing pains any further.

I'll give you 24 hours or I start with my turn to show you what a single guy with a lot of education can do legally to ensure FAIRNESS.

For your information only- The last time I had to make such a complaint it cost IBA of Chicago its business. Check them out on Ripoff.com 100m dollar company gone for doing pretty much the same business model your using against your clients.

Art Hannigan CISSP, MCSE, Ba CS

Chris (KIXEYE) 
Jun 20, 5:31 PM

Hey Art,

I'm sorry that you're having problems, and that you think we're somehow losing money. I'm happy to tell you that while none of us are coming to work in yachts, the company is still extremely healthy.

I've taken a look at our server performance to assess if we are experiencing outages, downtime, or heavy load and everything appears to be fine, so I'd like to move on to the next step in investigating the source of the issue. Please try these steps, as they will ensure nothing is interfering with your system's ability to communicate with your connection:

You're on either an out of date or knockoff version of Chrome. Please play on an up to date version of a supported browser. 
Clear your Unity cache. You can clear your Unity cache by going tohttp://webplayer.unity3d.com/setup/ and clicking the "Delete All..." button. 
Clear your browser history 
Plug directly into your modem/router (no wifi) and powercycle it regularly 
Reboot your computer 
Once you've followed these steps, head to https://helpcenter.kixeye.com/hc/en-us/sections/200202233-Performance-Problem for some fantastic, brief articles on optimizing the performance of your computer.

If you continue to run into issues after this, let us know! We will be happy to investigate further :) Best of luck out there!

Thank you, 
KIXEYE Customer Support

Follow us on Twitter: http://www.twitter.com/KIXEYEsupport

Snow Road 1 
Jun 20, 2:57 PM

Server drops, auto pilot being turned on by game in middle of battles, Slow to no response during battles, loss of resources due to the lack of response during gameplay, sloppy code at times which has caused thousands of my personal dollars being spent to accommodate the growth of your company. With the money I have spent here I could have purchased the entire collection of games from most gaming manufacturers. To continue with the present irresponsible costs of playing would be a fools response. I cannot continue to support your companies goals with the present losses I have to recover due to your platform. As I have played online since the inception and have been in the Information security field for over 39 years it has come to no surprise that you guys are losing money. You cant keep charging me for your growing pains and mistakes, the online community is certainly on my side here as I have been listening to the complaints for almost 6 months.

There must be recompense for the loss of money due to your issues over the past year. There is no reason I should not have the best of everything you guys have offered over the past year, I paid for them 50 times over and still I have little to show for the the years of patronage with your company. There may be little you can do to save me from spending another cent on your service but that is up to you. As it presently stands I have lost and can prove thousands of dollars of losses due to game issues and will not be happy if this is not responded to in a professional and responsible manner.

Customer information - 8707499 Art Hannigan

This email is a service from KIXEYE. Delivered by KIXEYE. 
KIXEYE-Id:NgTu6rNRtwY6QGz6m Message-Id:CPDVG5JC_558892a1ec47f_4b223fc7938cd328243978_sprut

Art Hannigan <(((Redacted)))> 
Attachments27 Jun (3 days ago)

to KIXEYE 
Tucker, 

First let me thank you for confirming the fact that you and the first CSR did not read my complaint nor have you understood the nature of the complaint or the compensation I have asked for. To make your job easier (as it is obvious you are untrained in IT, or customer service at this level) I have answered your somewhat insulting statements and suggestions so you might have a better picture of why I am so disgusted by your present responses. Please note I do not wish to insult your character nor am I, this is the only way I know to get this out of your hands and to someone who is better equipped to handle a real complaint that has serious long-term monetary ramifications if not addressed. My responses are directly below each statement in italics :

Your request (1090187) has been updated. To add additional comments, reply to this email 
Tucker (KIXEYE 
Jun 22, 3:56 PM 
Hi Art, 
Thanks for the clarification as to the state of your system and specs. It's never our intention to talk down to players. I apologize if our previous response came across as such. Rather, we want to help fix the issue at hand. When submitting a ticket to Support, we're always going to try to troubleshoot. Irrespective of the source of the concurrent issues, it is procedural to rule out outliers. We're sorry that this has been misconstrued or if it appeared as though were were blaming you. We're not suggesting that your system is broken. This is especially important when realizing that the vast majority of players do not experience the issues you speak of. There is group of players that does have issues, but that does not mean we won't continue trying to help.

This statement is unfounded and in fact easy to disprove on the Forums, it is common knowledge, the problems associated with your gaming service. Well documented, you may wish to browse a few of these before answering further complaints of this nature. The issue I am complaining about are mentioned hundreds of times in larger gaming Forums. Including those associated only with Kixeye games. 

There is a correlation between connectivity to the server, ships acting on their own, etc. and latency. With a slow or ailing connection, the client will fail to load properly. In some cases, this results in uncontrollable ships, some cases result in a blue screen (which typically means not all of the assets are populating/downloading from the server), or white screens (failure of the SWF to load). There are also times where our troubleshooting simply can't help some players because either the issues are too comprehensive or, simply put, we can't see your computer screen. It's usually where we start and through process of elimination, we can move on to the next likely factor.

There is a direct correlation for sure, and the problem appears to be server/router latency during the times when most people are complaining about bugs and losses. The fact is I just was on while I watched as three of my storage mods which were damaged in an earlier attack increased in damage while I left the base and returned moments later. To make this matter worse, as I was chatting to my clan about what I just witnessed all my gold coins disappeared and showed zero. This is while I watched, I checked with other gamers who were in other sectors on FB and they stated that they were also having problems due to the amount of wars going on presently. Can’t say if the wars have anything to do with it and in fact don’t believe you can do anything about it. Your service lags during peaks and we as players lose in all kinds of ways, most are monetary for coiners and lost time for those who just come here to play. The frustrations appears to be the same in either case based on the forums. This is increased with your present protocols for dealing with complaints. This you can fix! 

One thing you mentioned that may be a factor is that your firewall checks connection speeds and security 24/7, 365 days a year. firewalls typically use a lot of resources to run and if it's persistent while you play, it can result in significant performance issues. We do recommend that players temporarily turn off their firewalls to help ensure better performance while they play. 

Please, do not respond with irresponsible statements, this was answered in my last post. Why would any IT professional with a security degree not know how to port a game around a firewall? This is irresponsible to your clients to insult the very profession they work in.EG. (Please use your tenure at Kixeye to have them send you to College and get an upgrade to your IT education.) Insulting to you isn’t it? Now put yourself in my shoes and stop wondering why you have insulted me. 

I do notice that the version of chrome you're using is also out of date, which is indicative of a browser such as Torch, which isn't optimized for our games. This could also result in issues with game play. Keeping up to date with Chrome is the best option for smoother play in Vega Conflict.

Where was your head when you wrote this, April maybe?? The reason I say this is that is the last time Google Chrome was allowed to be used at Kixeye. You may remember they dropped unity support!! 
Obviously you are trained to look for the out and not the problem. I only use Chrome for email and some surfing. (You pulled the header from the email and thought oh???!! He is not using the correct browser?? Now don’t you feel silly, lol ) Most CSR’s screw this up all the time. My browser is not only optimized for gameplay so is my computer when I play, most true gamers wont rely on anything less, am I not correct?

Another outlier we can eliminate is latency introduction between you and our server. We can see if there's anything happening between you and our server with a traceroute. 

• Please run a traceroute and send us the results: 

Press "windows key" + "r" 
Type "cmd" and hit "enter" 
Type "tracert pingcheck.vc.kixeye.com" 
Please just copy/paste the results into your reply. 

Well maybe you can explain this to all the people who have been misinformed over the past year. 
My research are backed by Facts attached below. Every server in the trace route that is having latency issues and excessive ping times belong to your company network. 
Lookup failed: 54.240.229.191 No data 
54.240.229.249 
54.240.229.179 
54.240.229.252 
54.86.77.209 battle01.prod.aws.us.e1.vc.kixeye.com 

Amazon Technologies Inc. AMAZON-2011L (NET-54-240-0-0-1) 54.240.0.0 - 54.255.255.255 
Amazon.com, Inc. AMAZON-2Z (NET-54-240-192-0-1) 54.240.192.0 - 54.240.255.255 

Whois query for 54.240.229.191... 
Results returned from whois.arin.net: 
# 
# ARIN WHOIS data and services are subject to the Terms of Use 
# available at: https://www.arin.net/whois_tou.html 
# 
# If you see inaccuracies in the results, please report at 
# http://www.arin.net/public/whoisinaccuracy/index.xht 
# The following results may also be obtained via: 
# http://whois.arin.net/rest/nets;q=54.240.229.191?showDetails=true&showARIN=false&showNonArinTopLevelNet=false&ext=netref2 
# 

Amazon Technologies Inc. AMAZON-2011L (NET-54-240-0-0-1) 54.240.0.0 - 54.255.255.255 
Amazon.com, Inc. AMAZON-2Z (NET-54-240-192-0-1) 54.240.192.0 - 54.240.255.255 
# 
# ARIN WHOIS data and services are subject to the Terms of Use 
# available at: https://www.arin.net/whois_tou.html 
# 
# If you see inaccuracies in the results, please report at 
# ttp://www.arin.net/public/whoisinaccuracy/index.xhtml 
# 

Results returned from whois.arin.net: 

# 
# ARIN WHOIS data and services are subject to the Terms of Use 
# available at: https://www.arin.net/whois_tou.html 
# 
# If you see inaccuracies in the results, please report at 
# http://www.arin.net/public/whoisinaccuracy/index.xhtml 
# 
# 
# The following results may also be obtained via: 
# http://whois.arin.net/rest/nets;handle=NET-54-240-192-0-1?showDetails=true&showARIN=false&showNonArinTopLevelNet=false&ext=netref2 
# 
NetRange: 54.240.192.0 - 54.240.255.255 
CIDR: 54.240.192.0/18 
NetName: AMAZON-2Z 
NetHandle: NET-54-240-192-0-1 
Parent: AMAZON-2011L (NET-54-240-0-0-1) 
NetType: Reallocated 
OriginAS: AS16509 
Organization: Amazon.com, Inc. (AMAZON-4) 
RegDate: 2012-01-11 
Updated: 2012-10-24 
Ref: http://whois.arin.net/rest/net/NET-54-240-192-0-1 
OrgName: Amazon.com, Inc. 
OrgId: AMAZON-4 
Address: 1918 8th Ave 
City: SEATTLE 
StateProv: WA 
PostalCode: 98101-1244 
Country: US 
RegDate: 1995-01-23 
Updated: 2015-04-23 
Ref: http://whois.arin.net/rest/org/AMAZON-4 
OrgAbuseHandle: AEA8-ARIN 
OrgAbuseName: Amazon EC2 Abuse 
OrgAbusePhone: +1-206-266-4064 
OrgAbuseEmail: ec2-abuse@amazon.com 
OrgAbuseRef: http://whois.arin.net/rest/poc/AEA8-ARIN 

OrgTechHandle: ANO24-ARIN 
OrgTechName: Amazon EC2 Network Operations 
OrgTechPhone: +1-206-266-4064 
OrgTechEmail: aes-noc@amazon.com 
OrgTechRef: http://whois.arin.net/rest/poc/ANO24-ARIN 
# 
# ARIN WHOIS data and services are subject to the Terms of Use 
# available at: https://www.arin.net/whois_tou.html 
# 
# If you see inaccuracies in the results, please report at 
# http://www.arin.net/public/whoisinaccuracy/index.xhtml 
# 

54.86.77.209 is from United States (US) in region North America 
Input: 54.86.77.209 
canonical name: ec2-54-86-77-209.compute-1.amazonaws.com This is the vega battle server 
Registered Domain: amazonaws.com 

Whois query for amazonaws.com... 

Results returned from whois.internic.net: 

Whois Server Version 2.0 

Domain names in the .com and .net domains can now be registered 
with many different competing registrars. Go to http://www.internic.net 
for detailed information. 

Domain Name: AMAZONAWS.COM 
Registrar: MARKMONITOR INC. 
Sponsoring Registrar IANA ID: 292 
Whois Server: whois.markmonitor.com 
Referral URL: http://www.markmonitor.com 
Name Server: R1.AMAZONAWS.COM 
Name Server: R2.AMAZONAWS.COM 
Name Server: U1.AMAZONAWS.COM 
Name Server: U2.AMAZONAWS.COM 
Status: clientDeleteProhibited http://www.icann.org/epp#clientDeleteProhibited 
Status: clientTransferProhibited http://www.icann.org/epp#clientTransferProhibited 
Status: clientUpdateProhibited http://www.icann.org/epp#clientUpdateProhibited 
Status: serverDeleteProhibited http://www.icann.org/epp#serverDeleteProhibited 
Status: serverTransferProhibited http://www.icann.org/epp#serverTransferProhibited 
Status: serverUpdateProhibited http://www.icann.org/epp#serverUpdateProhibited 
Updated Date: 01-may-2014 
Creation Date: 18-aug-2005 
Expiration Date: 16-jan-2018 

Once I have some specific technical information, I will be able to piece together what is happening with this issue and decide if it is appropriate to credit your account. 

Here are the three Trace routes I did for your benefit one from the US and one from my network. Proof is what you asked for but did you expect to be proven wrong??? I knew … 
US Trace : 
54.86.77.209 is from United States (US) in region North America 
Input: 54.86.77.209 
canonical name: ec2-54-86-77-209.compute-1.amazonaws.com 
Registered Domain: amazonaws.com 

TraceRoute from Network-Tools.com to 54.86.77.209 [ec2-54-86-77-209.compute-1.amazonaws.com] 
Hop (ms) (ms) (ms) IP Address Host name 
1 5 0 0 206.123.64.233 - 
2 Timed out Timed out Timed out - 
3 34 34 34 4.69.149.77 ae-2-70.edge1.washington1.level3.net 
4 33 34 34 4.69.149.13 ae-1-60.edge1.washington1.level3.net 
5 34 34 34 4.28.51.94 amazon.com.edge1.washington1.level3.net 
6 38 44 59 54.239.109.126 - 
7 36 36 36 54.239.109.147 - 
8 36 37 37 205.251.245.53 - 
9 Timed out Timed out Timed out - 
10 Timed out Timed out Timed out - 
11 Timed out Timed out Timed out - 
12 36 36 36 54.86.77.209 ec2-54-86-77-209.compute-1.amazonaws.com 

Trace complete

Trace to my computer from network tools :

216.106.98.127 is from Canada (CA) in region North America 
Input: 216.106.98.127 
canonical name: ppp-216-106-98-127.storm.ca 
Registered Domain: storm.ca 

TraceRoute from Network-Tools.com to 216.106.98.127 [ppp-216-106-98-127.storm.ca] 
Hop (ms) (ms) (ms) IP Address Host name 
1 0 0 0 206.123.64.153 - 
2 0 0 0 64.124.196.225 xe-4-2-0.er2.dfw2.us.above.net 
3 4 0 1 206.223.118.37 10gigabitethernet3-1.core1.dal1.he.net 
4 37 29 29 184.105.213.118 10ge12-6.core1.chi1.he.net 
5 45 49 49 184.105.80.6 100ge9-2.core1.tor1.he.net 
6 39 39 39 216.66.41.114 storm-internet.10gigabitethernet3-1.core1.tor1.he.net 
7 51 51 50 204.187.144.113 mcdonaldcorners-g0-3-1363.storm.ca

Bandicam jpg here - Attached 

Moving forward, please note that per our Terms of Service (https://www.kixeye.com/help/tos) we are currently unable to offer refunds for purchases or transactions rendered in Veg Conflict. But I do look forward to getting this issue resolved for you, Art. Thanks for your cooperation and we look forward to your reply.

Your terms and conditions --- Well I hope you see the irony here as I have never asked for any refunds. What I asked for is the same tools that everyone else who has played this game for the past year and ½ and also supported your war commander for another two. All I am asking for is the same as what anyone else who has put as much into this game. My ships are few in comparison, my advancement stunted by your networking issues. The proof is now attached so the argument is over. Is Kixeye going to back up their product or not? I patiently await your reply.

Attachments area 
Preview attachment bandicam 2015-06-27 20-36-33-086.jpg 
Image 
bandicam 2015-06-27 20-36-33-086.jpg 
"

Hi Art,

Thanks for the response. Unfortunately, we never saw your latest reply. Tickets will automatically close after 3 days of not receiving a response so it is likely that your the response didn't register the previous time you replied. I'm sending it off to an agent who will communicate to our 3rd party ticketing agency to address this issue. That said, I'm happy to reply to what you sent to us now.

As mentioned, our requests for tests are necessary to find and resolve problems and are never meant to insult. They are also not designed to blame the player. In fact, they are designed to do the opposite; remove all outlying factors so we can properly investigate issues that pop up.

We track data through the forums and in-game. We know that the large majority of players playing our game do not participate on the forums or contact CS about these problems. As mentioned, this doesn't mean that we won't help those who do have problems. That is our goal.

At Support, we are in contact with players who have many different levels of technical knowledge. I've contacted CS agencies that at first asked me if my computer was plugged in! I certainly understand the frustration you've displayed, but it's important to make sure the basics are out of the way and once we have the information, we do our best not to ask for it again. I've made a note on your account with these results.

Getting down to business...I did go and check in with the game team on server stability back through June and there haven't been server issues in the last month that could contribute to the issues you're seeing. There haven't been any drops that we can see through our server tools.

If you would like to continue playing with your firewall up, that's fine, but you likely already know that it does serve as a filter for data. If you've added VC as an exception (and it sounds like you have), then that should help.

There are several ways to re-enable the NPAPI that allows Chrome to support Unity, which many of our players use regularly, so we still troubleshoot for Chrome.

Thanks for sending over the Traceroute as well. It does spike to higher levels occasionally but not within your server trunk so contacting your ISP wouldn't help, but it also spikes before reaching our server, so this is likely not able to be resolved directly.

Still, for the frustrations, I've added 300 gold to your account to help with repairs. Unfortunately, the best bet here is still the original troubleshooting steps we provided, as these latency times are being introduced before reaching our server. Here they are once more for reference. Good luck out there, Art!

Clear your Unity cache. You can clear your Unity cache by going tohttp://webplayer.unity3d.com/setup/ and clicking the "Delete All..." button. 
Clear your browser history 
Plug directly into your modem/router (no wifi) and powercycle it regularly 
Reboot your computer 
Once you've followed these steps, head to https://helpcenter.kixeye.com/hc/en-us/sections/200202233-Performance-Problem for some fantastic, brief articles on optimizing the performance of your computer.

Thank you,
KIXEYE Customer Support

Follow us on Twitter: http://www.twitter.com/KIXEYEsupport

Chris, are you really serious? I am so disappointed in your response and its attempt to offset the companies responsibility. The troublesome drops are all coming from Amazon, your network provider not the internet, not any other network. Your 300 credits are a joke and an definite insult, I never asked for coins!! 

Your technicians claim your server had no drops, well that's all well and good, but is not the issue, nor the problem, or the truth! Amazon - its your network. This is proven and cannot be easily washed away with lies from your network support. If you really want to impress and get me off you back put someone on who knows what the heck their supposed to at this level. Your not qualified to answer these issues with the classic Kixeye "response of deniability". The facts are not going change just because you make up a story or a Tech misinforms you about the state of the network. What they are reporting is the state of the local network, your computers, routers etc. they don't think much past this unless you ask them to. Your VC battle computer is unreachable on most of my scans. The very server you asked me to trace-route to, and you have the negligence to state your network is running and operating well. Facts are destroying every comment in your response. I have proved your the blame, that's not the issue anymore. Your network professionals would be happy to have my background, you might consider hiring some who are not afraid to tell you the truth. Wait that wont work at Kixeye you cant tell the customers the truth as that would hurt your company. However if you don't fix my personal issue, I will put this and all the info i have acquired over the past year on ripoff.com. last chance. There are lots of games my clans can play that are fair and don't intentionally lie and ripoff clients with protocols designed to inflate frustration and relay blame while collecting their hard earned dollars.

Chris, with your and the other responses Kixeye have given me to analyze, it has become quite clear your following protocols outside your controls. This will be my final request In 24 hours it will be my turn and my only protocol is public and factual, we all know how this ends up ...

Again for the record: This is without prejudice nor threat. All I ask for is for what I paid for.

"You cant keep changing the rules to increase your cash-flow, it will catch up with you."

Art

Hi Art,

The Amazon AWS servers do serve as host, yes, but they don't ping back because they are not public servers. It's server rack space and doesn't have anything to do with our server responsiveness. It's the same as any other independent server hub. We control our server, not amazon, so those drops aren't indicative. Your ISP controls the trunk.

When you say that all you ask is what you paid for, please be aware that you're paying for gold in Vega Conflict, not the guaranteed persistent performance quality of your discretion.

Unfortunately, there's nothing more we can do for this issue and we've explained all we can. This matter is now closed. Have a good day, Art.

Thank you,
KIXEYE Customer Support