[RESOLVED] 4th - 8th May 2018 - Game start issues for Optus players.

**Final Update - Tuesday @ 1:30pm AEST** We're fairly confident that the issue has been resolved now. Please let us know if you have any further issues playing from Optus. ------ **Update Monday @ 4pm AEST** We're still monitoring, and while we have not had any confirmation of a change or fix from Optus, we're watching the leaver rate for games, as well as any reports coming through via our Player Support channels. At this point in time we believe that the issue may be resolved for most, possibly all Optus players. **If you haven't tried in a while, please test out your connection in normals first, and reply here if you are continuing to experience problems connecting to new games.** ----- **Update Monday @ 11am AEST** We're still seeing some reports via tickets that the issue is remaining for some players. Please continue to let us know what your experience is like. At this point we're looking to find out if anyone has **STILL been experiencing unable-to-connect issues within the last 16 hours ie. after Sunday night @ 7PM)** ----- **Update Sunday @ 11pm AEST** Aside from the [moderator comments](https://yescrowd.optus.com.au/t5/Broadband-Telephony/League-of-legends-message/m-p/423095/highlight/true#M51297) on the Optus boards, we've not heard any more from them today. That said, we've seen a few reports throughout the day from players who were previously having problems, but are now reliably able to connect to games. From our own metrics, it still looks like there are a few players still affected by this, but not as many. What I'd really like to know is if connection issues are still occurring for you. ----- **Original Post** Hi Folks For those players who are having issues connecting to game after champ select, we feel your pain. It's simply not OK that these issues are happening, and we want to do everything we can to help get things back to normal. We haven't been talking much on the boards today, so I want to give a quick summary and update on where things are at. **Investigation (so far)** On Friday, we started to see a few reports of players unable to connect to games after champ select. We could see from players on boards, and those submitting tickets to support that they were connecting via Optus. Once we saw that there was a common theme, our initial focus was to ensure that we understand how many players were affected, and to try and figure out the scope of the issue, as well as whether it was an issue local to the LoL servers or something to do with Optus itself. As a precaution we put up the notice you see in the client, warning to stay off Ranked. While it is possible for us to help with leaverbuster bans from issues like this, fixing up LP lost is not something that we can do - [explained here](https://boards.oce.leagueoflegends.com/en/c/help-support-oce/ARwIuupl-problem-since-last-night-game-wont-launch-after-champion-select?comment=000200000000). While investigating the players affected, we could see that they sometimes could connect to games, and sometimes not. There didn't seem to be much of a pattern as to why. Our engineering and network teams performed a thorough check over of the LoL servers, but we have not found signs of any issue so far. Combined with the seemingly random nature of the problem, as well as the reports consistently coming through from Optus has led us to believe it is caused by something outside of the LoL service itself. This doesn't mean we're trying to wash our hands of the issue though. If LoL players can't play, whatever the reason, it is definitely something we will be trying our best to help with. We believe that there is a network issue which is causing traffic between Optus and LoL to get lost along the way. We've attempted to rule out intermediate ISPs (ie the carriers between LoL and Optus) by moving traffic between different paths, which has not done anything to help so far. Where we are at now is that our network engineering team have reached out to Optus' routing team to alert them that their customers are facing issues when connecting to League games, and to tell them what we are seeing from the Riot side. We're waiting to hear back from them. ** What can I do? ** The important thing here is to let Optus know that you are affected. Feel free to point them to this thread if they would like more context. Ethvn has created a helpful thread showing how you can talk to the Optus support team directly - https://boards.oce.leagueoflegends.com/en/c/help-support-oce/iu8pdy0q-for-optus-users There are also Optus boards where you can join the thread highlighting the issues connecting to League (and any other services) you are seeing - https://yescrowd.optus.com.au/t5/Broadband-Telephony/League-of-legends-message/m-p/422504#M51254/jump-to/first-unread-message Additionally, our player support team has been made aware of the issues for Optus players, and they will make sure to take this into account when dealing with any tickets that come through about leaverbuster / low priority queue penalties that you are getting as a result. If you feel like you have been unfairly punished due to this issue, please send in a ticket so that your case can be looked into. Thanks for reading. We'll update as we know more, but in the meantime, let me know if you have questions. Cheers Mindstar
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