Thanks Phoenix!

[trvo]

Just want to put a big thanks out there to the guys at Phoenix for their quick responses in helping me solve an issue I was having over the last few days and going above and beyond the level of service I would have been happy with.

Thumbs up guys and keep up the hard work!

Cheers - Trev

[raptormark]

glad you got help

[Asid]

Nice to see you get help TRVO.

Was it the ports? Did you forward them?

They never helped me or many others.

I changed sims.

Still its a good thing

Well done

[trvo]

Nah, nothing to do with ports, the program wouldn't start at all from a fresh install...

Trev

[robgt]

I'm certain they have helped far more than the "many others" you suggest they haven't helped?
Pretty unhelpful post from you there Asid - suprising really!

Before I became involved with the development of Phoenix, I had some very good help from them, and always prompt - and usually very late at night too.

Personally, I can't fault them.
Cheers,
Rob

[trvo]

Yeah, some of the responses were at 1am and pretty much only a 30-40min wait for replies...

Trev

[Asid]

Pretty unhelpful post from you there Asid - suprising really!Rob

I messaged them many times Rob. They replied only once that it was a "port forwarding issue"

I am glad that TRVO got it working

[Klaus]

I recon you got the wrong version of DirectX with the beta? But congratulations and for getting help

The worst problem I have is the fact that Phoenix network code does not do an upnp query to my router to open those ports because my router is set up in a zone system, I got a house where one router is not enough to cover + a garden I like to have wlan support in. And in general I would be VERY hessitant to open ports to a computer on a permanent base.

What Phoenix could do to solve this is to query upnp to open the ports they need between my computer and the questioning host while the program was accessing the internet and it would work. Sadly it dont as I found last night when I was desperately was trying to get online but none of the hosted sessions online was possible to connect to. Some days some sessions work and some don't, and of course its the session with my friends that never works :P

I just get the open ports blablabla standard email when I query them when the issue is their code is not up todate with todays simple security mechanisms for stupid users like myself

[Swashbuckler]

It has always worked for me and I don't have ports fowarded on my router. It is not set to dmz either so it must open the ports by upnp.

It works with netgear and dlink routers.

[raptormark]

mine wouldnt work when i was on virgin as i worked for them i tryed netgear/dlink changed modems and speeds from 10meg upto 50 meg have now got bt home hub and still no joy .even had the home hub changed last week as it failed and still cant get on with most people.Have mailed them many times and was told ports but i have three different computers here with xp and windows 7 on .Dont know what else to do.Its brillant but not when trying to get on line.

[robgt]

No issues going online for me either?
Dunno what router it is, free from Sky with the all in one package.
Windows 7.
It just works...
Cheers,
Rob

[CookieMan]

From my experience, they have one of the worst support available, in the market! There are somany instances I've emailed them when I've been experiencing issues... but they never replied (almost 90%) or if they did, they told me to reinstall the Sim - mind you, for the issue of not being able to go online!

Whenever I raised the issue of not being able to enter any known private sessions, nobody seems to be concerned to answer them!

When installing V3 (as per their instructions on where and how), the software (upgrade) froze my system and made it extremely unresponsive - even after installing the direct X - I raised this concern with them and they're response was:

Hi Jason

Currently the BETA expects Phoenix to be installed in the default location (c:/program files/PhoenixRC).

If you copy your current installation to this folder, then reapply the BETA update, then make a shortcut to the new c:/program files/phoenixRC/phoenixRC.exe application, this should now function correctly.

Best Regards

Phoenix Support


I replied back to them stating that it was done to the specific location mentioned when the issue occured. Their response THIS TIME (inspite of telling them in my first mail):

Hi Jason

Please try this link to install DirectX:

Download details: DirectX End-User Runtime Web Installer

Best Regards

Phoenix Support

... Which clearly goes to tell me what :

1) Lousy support.

2) The guys obviously can't help backing up, if/when required.


Please don't get me wrong guys, I do enjoy the sim a lot, ive met a lot of people on that and its all good. But, if they can't help... I'd much have appreciated the answer "we're working on this issue and we will get back to you ASAP!"

As far as the "port forwarding" issue is concerned, please don't tell me its an issue with my computer!! I would have believed it if I was never able to join a particular session ever - but the session I used to work on every evening, just gives up on me, all of a sudden??? Oh and then, just like that, all of a sudden, after 2 sleeps (without making any changes to my system), all of a sudden, Im able to log in?? Then the next evening again I have a concern?? That is NOT the way its supposed to work now, is it? How about this: Im in the middle of a session, the session gets disconnected, for some strange reason (its not my network - as my UPnP devices are all streaming using this network) and then gives me the 2 words of glory (port forwarding) issue!!!

So, its NOT my computer! I've told them this like a zillion times and what's their reply - IGNORE ME. Cool, based on these facts:

1) Lousy support.

2) The guys obviously can't help backing up, if/when required.


Sorry Trev, for barging in on your thread... I don't intend to start a fight or something and I do appreciate the work and effort Rob and a few other guys are selflessly putting up here, but this is an issue faced by a lot of people and one CANNOT just slag them off as useless/"shut up" - it doesn't matter, if you're working for them, associated or a fan of the company! Sometimes, its really okay to accept it, if there is a problem and to come clean...

[Mark_T]

Problems like this are often down to internet 'security' packages rather than the router.

Some of these get a little over cautious and can effectively isolate an application from accessing ports it deems as inappropriate.

Well worth checking if that is a potential problem source if the router settings look OK.

[Ade_Law]

I have no problems with online either other than stacks of lag when people change models but I have seen plenty that do.

I dont get why people have to expose their systems by opening ports on their router. there are tonnes of peer to peer clients out there that do not need ports opening... Skype? free software, free to use.

blizzard manage to keep 11million people connected with low latency not 100% perfectly but not far off either... yes those people are paying 8 quid a month for that level of service but were not talking massive multiplayer here.. were talking 8 people.

[robgt]

The thing is - if it works for the majority (which it apparently does) then it's not a bug to be fixed, is it??

I'm not saying it couldn't work better - after all, what couldn't be improved?
But to say that they have lousy support is just out of order - lousy support would not include answering emails quickly at daft o'clock in the morning, this was my experience of their support before ever becoming involved with them.

I just don't like to see any small company working hard on a product being slated because a few people have some issues. And it really does seem to be very few people - sorry that you appear to be one of them.

None of my friends that use the sim have had these problems?

Cheers,
Rob