Login Problems/Server problems

We are currently looking into this and as I will post as soon as we have an ETA.

Much obliged V.

Thankx.

*Fist Pump*

Virrago wrote:

We are currently looking into this and as I will post as soon as we have an ETA.

What about the Support Techs telling us if we subbed After May 28th that our subs are no longer valid? Virrago your our only hope now.

Thanks for the update Virrago, glad something's in the works.

Virrago wrote:

We are currently looking into this and as I will post as soon as we have an ETA.

I know its not your fault, but this is all we get after hours, not even an eta? just one will be coming?

Also the issue of the lies of SOE support tech, I hadnt seen the email so was pleading with them but now I am compleatly baffled.

I Hope this is sorted soon i got my wife bitching about it because her account is fully deactived and there is no record of her EVER owning Matrix Online now >.<

This is not cool. I know your trying Virrago, and I as well as everybody else appreciates it, but this is starting to become really, REALLY unsettling and frustrating.

We've got people telling us that we're not allowed to play anymore and giving us this BS about an "Invisible deadline" that was neither mentioned in the Email we were sent or even heard about until now. Customer support has been all but useless to us, and we're getting pretty peeved.

Is this how SOE treats ALL their customers? Or just the ones subscribed to MxO?

So how do i get a refund when i resubbed a friend on the 1st june and then deleted the card details?

Can we get an update Virrago? Where do we stand? Seeing as we have CSRs telling us that the game is done.

So a bunch of us resubbed on the 28th/29th, JUST to have our accounts shut down after the 1st? When most of us has played since the beginning and we wanted to be here for the end? Funny stuff. WTG SOE, you rock!

I'm waiting for Live assistance now, but I looked at Raijinn's post again and I am so mad I didn't read it more clearly the first time.  No where in there does it say that we will retain our accounts after June 1st.  In fact, the wording of this is  very "You lose access after June 1st."  I've written semi-ambiguous stuff like this before while working in tech support.

How are The Matrix Online subscriptions refunded? / I just re-subscribed, how will I get a refund?
As of June 1, 2009 any currently entitled active player with an account in billing will not be billed again. For players who have previously purchased prepaid subscription time via a multi-month subscription service, SOE game time card or other retail game time card that extends the service period past June 1, 2009, SOE will refund these accounts for the unused time and where indicated will mail refund checks to the current billing address on the account. Please be sure to update your email and physical address in your Station Account as this will be critical to the refund process.

Are The Matrix Online subscribers going to be compensated for their loyalty to the game?
On July 31, 2009 at 11:59PM PST the ability to play The Matrix Online will cease. We encourage players to transition their active service to one of the other SOE games available for trial during the transition period of June 1 through August 1, 2009.

However, in the e-mail from SOE that a lot of people got:

Dear MxO Subscriber,

We want to inform you that on June 1, 2009, Sony Online Entertainment (SOE) will suspend commercial services of THE MATRIX ONLINE (MxO). However, SOE will continue to operate the game service and players will still be able to play MxO through July 31, 2009.

As of June 1, 2009, SOE will no longer offer customer support or provide updates for MxO, and active subscribers with accounts in good standing will not be billed after that date. MxO subscribers who have prepaid subscription time that extends their subscription period past June 1, 2009 will receive a pro-rated refund for any such pre-paid excess subscription payments*. Such refunds are expected to be issued by October 1, 2009.

My account resubbed on 5/30.  That sounds like "Good standing" to me.

What's the point of keeping the servers up if NO ONE CAN JACK IN.

I didn't get that letter.  Can someone who did get it forward it to me?  [email protected]

I appreciate it.

I'm having all these problems too, and just tipped off The Consumerist.

While SOE is certainly within their rights to do what they want (especially if they're giving us refunds anyways) it still leaves a really bad taste in my mouth as a consumer, and I think others should be warned.

I own EQ, EQ2, and Vanguard, and was honestly kind of thinking about trying any of those again (because it's so nice to play something that's an MMO and not WoW) but Sony can pretty much forget it after this.

Garu wrote:

The sheer amount of fail from SOE astounds me today.  This is quite possibly the worst customer service I've ever seen in all my 30 years.  We have never been treated this poorly.

If they are unable to restore access to everyone then they might as well shut this thing down now.  This is absolutely an outrage.

Agreed.

What a mess this is.

The annoying this is that the people who actually bothered to renew their subscriptions before the cutoff date, the promise just hasn't been kept. I saw 2 dates thrown about, June 1st as the cutoff data for billing a subscription, and July 31st as the cut off date.

Never anywhere did I see a mention of 28th of May....

To be fair, anyone that didn't subscribe till the 1st of June is probably just unlucky.... they did mention it even if you didn't have time to read it.... however the people that subscribed before that date should get more than a refund. They should get access to the game that they were promised however if you look at the terms of service it does clearly state that they have the right to refund you for whatever game time and cut you off so there isn't much you can do.

All I can say is SOE has acted totally unprofessionally about this. It's not the Customer services fault either. At the end of the day they're just the bottom feeders (no offense ) you need to have a go at the higher ups who are telling those CSR's what to say!

I talked to a Service Rep earlier, and he kept coming back, going and coming back.  At the end, apparently it's SOE side, someone screwed something up and is causing all of this problem, but they should have it fixed within 3-5 business day.

Today is Thursday.

It appears I have no MxO sub plan on my Subscription info, even though I paid for MxO in May 30th. Same day Walrus posted "All Good Things Must End". And I can't access support for MxO.

Denary wrote:

The annoying this is that the people who actually bothered to renew their subscriptions before the cutoff date, the promise just hasn't been kept. I saw 2 dates thrown about, June 1st as the cutoff data for billing a subscription, and July 31st as the cut off date.

Never anywhere did I see a mention of 28th of May....

To be fair, anyone that didn't subscribe till the 1st of June is probably just unlucky.... they did mention it even if you didn't have time to read it.... however the people that subscribed before that date should get more than a refund. They should get access to the game that they were promised however if you look at the terms of service it does clearly state that they have the right to refund you for whatever game time and cut you off so there isn't much you can do.

All I can say is SOE has acted totally unprofessionally about this. It's not the Customer services fault either. At the end of the day they're just the bottom feeders (no offense ) you need to have a go at the higher ups who are telling those CSR's what to say!

Well, I subscribed the night of the 26th and I've lost service as well.

I subbed on the 29th, and same boat as everyone. I got the confirmation email on the 29th, i checked my card invoice and it got billed on june 2nd.

31st for me.

From what I heard from support as long as your before June the 1st its fine on or after your doomed.

Ok... I'm getting the feeling that yes it is a technical bug.... but no they can't be arsed fixing it since the game ends in a month or 2......

My opinion.....

activated 30 day game card on may 30. can't login >.>

YAY!

Some of you should be fixed now. Still working on some of the other cases of not being able to login.

Restarting to fix the level/chat/ability problems

I am still not fixed

RetroX wrote:

I am still not fixed

Same.

woo i can post again!

Still nada.

RetroX wrote:

I am still not fixed

Mine is still broken as well. I hope this gets fixed. I was a subscriber from day one up until March this year. I resubbed last week with hopes of seeing the game off... 

Mine was broken when I tried at 7:00 am EDT, still broken at 6:45 pm EDT. I resubbed on 5/31, and now there's no indication that I've ever had an MxO account.

Oh yeah SOE, this is *definitely* going to encourage me to try your other games.

--DT

Checked the account info:

"No subscription info is available to display."

Wots goin' on 'ere then?

So, are the servers going to open back up? Or are they really shut for good, and you Virrago owe someone 5 bucks.

They are open now, 5 seconds after I make a post. But, I am stuck at Loading Character. Lovely

And, now its stuck on Authenticating, just gets better and better.

Oh good, I can post again. Next, fix the subscription "problem." Thanks.

*Edit, oh cool I have no sig.. o.O

Servers are open.

Servers are back up.

Orexis. wrote:

Oh good, I can post again. Next, fix the subscription "problem." Thanks.

*Edit, oh cool I have no sig.. o.O

Your jacked out, thats why

Ic3b3rg wrote:

Orexis. wrote:

Oh good, I can post again. Next, fix the subscription "problem." Thanks.

*Edit, oh cool I have no sig.. o.O

Your jacked out, thats why

Says Systemic Anomaly to me

I have the login problem. "Your Station account doesn't include a subscription to The Matrix Online". But yesterday I played. What happened?

I wish I could get in .. I paid on the 31st and when I go to my subs page its says its not even there and when I go to the billing page it says its there.. I just want to see the last two months

micro wrote:

I have the login problem. "Your Station account doesn't include a subscription to The Matrix Online". But yesterday I played. What happened?

I also have that problem

Outlaw wrote:

micro wrote:

I have the login problem. "Your Station account doesn't include a subscription to The Matrix Online". But yesterday I played. What happened?

I also have that problem

Mee too and i just noticed my Sig is missing now too..lol

oh look I can post again.

The level 50s are back, but lower level characters are still bugged.. nothing works. And not everyone can get in.

ShadowKilla wrote:

Ok...... I just made a post and it is now gone, so I will say it again. The level 50s are back, but lower  level characters are still bugged.. nothing works. And not everyone can get in.

i also hear that keymaker is still level 51...

I got my sig and can post again, Now just need to be able to play

Was in. Now trying to come back - can't: stalled on authenticating... on login screen . BTW date is 1 day behind now.

OK finally past login fingers crossed (20 minutes later) Ok I'm in