Connection Complaint Policy

We try our best to deliver the most performant network we can for our customers. Unfortunately, there are some things are are simply out of our control (congestion on ISPs, unstable mobile data signal, microwave ovens turned on, or similar).

Therefore, TCPShield requires the following before considering a connection degradation event:

  • A minimum of 5 players in similar region experiencing similar issue(s)

  • A traceroute from at least one player, to TCPShield tracert

  • Source IP or usernames from at least 3 players.

TCPShield will not impose fixes for one-off connection complains, and must see evidence of widespread issues. The internet is large and complex, and does not route ideally at times. As such, imposing fixes for one player may create unexpected issues for others.

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