Account Access and Oz/NZ Latency Issues

Two Blue posts of interest today.

The Enemy Within

A guy posted that his account password was changed despite the fact that he had a mobile authenticator. This touched off six pages of wild accusations, conspiracy theories, and much more. The real fun came share your misery with others:

My account was hacked again. Despite the existence of a mobile authenticator.

I previously submitted a thread regarding my account being hacked despite my mobile authenticator. The ticket I submitted was resolved and I received a roll back.

Yet again, my account’s password has been changed this morning. However, the hacker can’t log in to diablo III because the authenticator now prompts to be activated with each log in. So the diablo account is safe, but I can’t log in to it either. I also can’t manipulate settings in my account to change the E-mail or password.

How did this happen? The aunthenticaor prompts even when you try to log in to So how did the hacker change my password? Is it possible to change the password through a compromised E-mail?

Lylirra: It looks like your account password change was completed from the same location that a) you’re posting from currently and b) set up the Mobile Authenticator. That could mean a number of different things (for example, a technical/caching error or someone else like a friend or family member completed it for you).

From our end, it does not immediately look as though your account has been compromised, but that doesn’t mean you shouldn’t take some precautions. First, definitely submit a help ticket; if you’re concerned for any reason, this is the best thing you can do. Our support representatives can investigate further, and will be happy to do so. Second, simply because you’re reporting difficulty accessing your account and resetting your password, you may want to call our Account & Technical Support department directly ( Provided that you can verify ownership over your account, we should be able to resolve the password issues you’re experiencing and get you playing again.

Sadly, the Blue locked the thread with that reply, so there’s no aftermath for our entertainment. Possibly the OP was crazy and changing his password/hacking himself for attention, or possibly there was a caching error… but I’m much more partial to the thought that he read the blue reply, sat in stunned silence for about 5 seconds, then erupted out of his chair, screaming like a banshee as he ran after his little brother/roommate, murder glowing red in his eyes.

Down Under Latency Issues

Most Diablo III players in Oz have seen their latency shoot up considerably, often to unplayable levels, since the v1.02 patch. This has occasioned much anger and complaint, but at least Blizzard is looking into it, with a number of “submit your ISP and ping” collection threads. If you’re one of the affected users, hit up the ongoing data collection thread. It might not fix your problem, but at least you can share your misery with others.

We can see from the feedback in many threads here in our forum, that in some cases, latency has increased, which is the complete opposite of what we want our players to experience in Sanctuary. Please bear in mind that some of the issues you may be experiencing are not necessarily specific to this region.

I had previously posted that we are working our absolute hardest to address these concerns as soon as possible and nothing has changed in this regard. In the interest of identifying trends, such as routing issues, I would ask that those who are affected by high latency could provide the following details:

Region in Aus/NZ:
ISP Name:
Connection Type: i.e (ADSL)
Latency Range in game:
Average Latency:

If we could keep this thread clear and precise then this would help collating the information. Also I want to say thank you for being patient as we work to improve latency for Aus/NZ players.


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  1. Well, at least Blizzard likes to resolve problems quickly.  A Nexon game I played 3 months ago crashed, and when I tried to log in my account was blocked from the game.  I submitted a ticket the next day, and 3 months later I still have no reply from their ticket system, and miraculously I haven’t played the game since!  I submitted a 2nd ticket 1 month ago, but that was quickly closed in 2 days by some roving GM, and accompanied by a scolding that duplicat tickets will slow down my ticket response.  I guess I’ll have to wait 6-7 months instead of 4-5 months.

  2. The guys authenticator might be out of sync, and he misinterpreted it as his password having been changed. I did that just a day ago, even though it took max 5 min to figure out the problem 😮

  3. This is why we can’t have nice things.

    I had an issue a few days ago where when I put my Auth code in, it gave me an error (don’t remember what it was). Anyway, I waited all of 10 seconds, tried again, and it worked. I’ve also had incorrect password messages now and then, and just giving it a second fixed the problem. That’s not to say it isn’t an issue, but still.

    The guys problem could have been, like the CM said, a few different things; assuming the worst right out the gate and driving forward with all the conspiracy theories is just being lazy at this point. People are so revved up with wanting to lambaste Blizz at every turn. What’s the deal? It’s like they’ve never played a modern, online RPG (doesn’t matter what kind) before.

  4. It’s very nice to see Blizzard publicly owning folks who had their account “hacked”. It’s not the fact they’re humiliated (well, maybe a bit) but rather that it helps lay the conspiracy theories to rest.

  5. It seems that the problem is not so “small” it will always promted.
    The customer gets his “automated” email and get his rollback after he accept the fact. Done for Blizz, but i havent a good feeling, how realy Blizz investigate the problem and some cases. For sure, it must the goal for Blizz, to get the accounts save, in mind, the RMAH comming and then it will not be only “playmoney (gold)”, then it would be real money…
    Mhh, we will see next week, if the hacks traffic jumps up…

  6. Not just Australia. I’m facing terrible lag in Singapore. My hardcore WD just died because the lag was a freaking 2000+ and whenever he moved (and this happened repeatedly) , it was like there’s a glitch and hes pulled back to where he was standing a second ago, often right back into a pack of enemies. Its tiresome for me esp. since I like to kite.  

  7. The Aus/NZ latency post was made on May 20. You got my hopes up thinking their had been an update about it 🙁

    • Agreed. Ther reality is that the only way to ‘fix’ AU/NZ latency is to have a server located in either AU/NZ …

  8. I wonder how many times the “hacked” guy tried to log in? I mean step one is to rule out a typo in his password or authenticator code.

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