Can't access "Contact Support" or "Shop"

Support Technical Support
1

Hello and gmorning. This is my first time posting on the forums, so HELLO EVERYONE! I’m having problems downloading the Blizzard Launcher App to play my games because the Shop won’t load. And the Support Page used to Create a Ticket won’t load either. I was lucky to even access the forums and barely access the Account Management Page. I’m in North Eastern Texas and I’ve asked my brother who lives in Oklahoma to access the Shop/Support pages and they work fine for him. I even asked a random Twitch Streamer to do the same when he had a pause in his Overwatch round and it works for him.

Normally this would lead me to think it’s a problem with my internet or computer but everything else works just like normal. I can access Guild Wars 2 Game and Website, I can do the same for Star Wars the Old Republic Game/Website and even open/run Steam and Steam Games.

Can a Blizzard Support Agent please call me so we can work this out together? I can’t Create a Ticket to initiate this myself, and Live Chat won’t be a valid option since Support Page won’t load, so am asking here. My Phone Number is, of course, in my account information. Thank you.

2 Likes
2

The forms are not a point of contact with blizzard. Use the support link above in the right-hand corner. Follow the prompts on it. If your issue can be handled by phone you can set up a call back. I usually suggest live chat.

3

As I stated, the support page won’t load :frowning:

4

Unfortunately, posting here won’t result in a call from support.

It sounds like something in your browser or on your computer is blocking things.

You might want to try posting in the Tech support forums. You should be able to download the desktop app:

5

Have you tried temporarily disabling any security software you may be running?

1 Like
6

Yush @Teufelgott :confused:

And I tried downloading the Blizzard App through the account management page and the file started to download but it is at 0 out of 4.5 mb and then failed saying there was a network error but my internet is working just fine. Weird because I just downloaded facebook game launcher to make sure and that worked :confused:

Not only that, but I also turned off my firewall and that didn’t work either.

7

Did you try a different browser ? Are you able to get into support link on another device ?

8

You might try adding exceptions to your anti-virus to allow anything to do with Blizzard to pass.

1 Like
9

Yush. I have Apple Safari installed on my Windows 10, and I tried that one, and also tried Edge (I know I know eww but I still tried it). No change :confused:

10

Same for me, anything Blizzard website or download related does not well or at all. This website works but it is very slow to load and hangs. Everything else on my computer and internet works fine.

11

We’re seeing some connection issues with Grande Communications and gathering some additional information. Could the following be provided?

If you are able to try a VPN or a different network like hotspot or tethering, this should help if there is a connection routing issue.

Thank you for your reports so far!

2 Likes
12

I was having huge lag issues almost full one to two global worth of lag. So I uninstalled the game thinking I will reinstall to clean up any issues or addons etc… tried to reinstall and can’t even access any of the clients without lagging our please help me

13

ISP: CableOne (I called them earlier today and they said it’s not their end).
Region: Texas, United States. Dallas Area.
Traceroute/Pathping: Can’t provide because your support page still doesn’t load and dunno how to.

14

Sorry about that, Protonant! I blanked that there’s been trouble with accessing the battle.net website. Let’s try this again!

  • Traceroute steps:
  1. Click Start . Windows 8® users start on step 2.
  2. In the search field, type cmd .
  3. Right-click on CMD.exe and select Run as Administrator .
  4. Enter the command tracert us.battle.net > c:\tracert.txt and press Enter .
  5. Allow several minutes for the traceroute to complete. When you see a new line of text in the command prompt, the traceroute is done. This creates a file on your C: drive called tracert.txt .
    Note: If you receive an error, you did not run the command prompt in Administrator Mode. Go back to step three and try again.
  6. Close the command window.
  • Pathping Steps:
  1. Click Start .
  2. In the search field, type cmd.
  3. Right-click on CMD.exe and select Run as Administrator .
  4. Enter the command pathping us.battle.net > c:\pathping.txt and press Enter .
  5. Allow several minutes for the test to complete. When you see a new line of text in the command prompt, the pathping is done. This creates a file on your C: drive called pathping.txt .
    Note: If you receive an error, you did not run the command prompt in Administrator Mode. Go back to step three and try again.
  6. Close the command window.
1 Like
15

Hallo Caterpepi,

I’m having the same issues as the other people here. In WoW I go from my normal (world) latency of 50ms or so up to 900+, at times hitting 2000 to 3000. I did not perform well in my guilds mythic raiding tonight, not that I usually do of course :smiley: but latency of 2400 made it pretty impossible to deal with the mechanics

If it would be better for me to make a new thread I can do so, just let me know!

Things I’ve tried so far include the usual restart of all networking devices, computer etc, the repair tool, deleted cache, tried running the game with no addons, made sure drivers were up to date etc etc etc. Tracert to common addresses like google have no anomalies.

This doesn’t appear to be a local issue as all other games / websites work fine, but wow is a lag fest and the blizzard forums and online shop load terribly slowly if at all. The page into which I’m typing this message is STILL loading even now, hopefully I can actually submit this reply…

  • ISP: Grande Communications
  • Region: Central Texas
  • Traceroute to us battle net

1 <1 ms <1 ms <1 ms [192.168.1.1]
2 * * * Request timed out.
3 9 ms 8 ms 8 ms [216.82.213.254]
4 15 ms 13 ms 14 ms [24.155.121.0]
5 14 ms 15 ms 14 ms [206.223.118.237]
6 44 ms 46 ms 47 ms [137.221.74.33]
7 52 ms 52 ms 52 ms [137.221.65.67]
8 45 ms 45 ms 44 ms [137.221.65.32]
9 53 ms 53 ms 53 ms [137.221.65.68]
10 45 ms 44 ms 45 ms [137.221.68.67]
11 45 ms 45 ms 47 ms [137.221.66.3]
12 45 ms 44 ms 45 ms 10.104.1.90
13 45 ms 45 ms 45 ms 24.105.29.40

  • Pathping to us battle net

Tracing route to us battle net [24.105.29.40]
over a maximum of 30 hops:
0 VIRUS [192.168.1.17]
1 [192.168.1.1]
2 * * *
Computing statistics for 25 seconds…
Source to Here This Node/Link
Hop RTT Lost/Sent = Pct Lost/Sent = Pct Address
0 VIRUS [192.168.1.17]
0/ 100 = 0% |
1 0ms 0/ 100 = 0% 0/ 100 = 0% [192.168.1.1]

Trace complete.

My cpmputer is an i5 4690K overclocked to 4.4, GTX 1080ti, 16 gigs ram

Apparently I can not include links in my reply, so I have deleted the name resolutions and removed the dots from us battle net

Thanks for your time, any help would be appreciated

Edit - Possibly interesting thing, I fired up my VPN and using their Texas exit node yielded the same results as I’ve detailed above, while using other exit nodes (Seattle, Las Vegas) allowed me to connect normally. What’s up with Texas?

16

Before I start: I’m ProtonAnt.

ISP: CableOne (I called them earlier today and they said it’s not their end).
Region: Texas, United States. Dallas Area.
Tracert:
1 1 ms 1 ms 2 ms hitronhub.home [192.168.0.1]
2 11 ms 12 ms 15 ms 10.116.181.1
3 10 ms 11 ms 15 ms 192.168.8.157
4 14 ms 13 ms 14 ms 10.224.252.229
5 13 ms * 13 ms lag-133.ear1.Dallas1.Level3. net [4.31.141.81]
6 * * * Request timed out.
7 13 ms 13 ms 14 ms BLIZZARD-EN.ear3.Dallas1.Level3. net [4.15.45.54]
8 45 ms 43 ms 43 ms ae1-br01-eqda6.as57976. net [137.221.74.33]
9 42 ms 43 ms 42 ms et-0-0-2-br02-swlv10.as57976. net [137.221.65.67]
10 43 ms 44 ms 43 ms et-0-0-29-br01-eqam1.as57976. net [137.221.65.32]
11 43 ms 42 ms 41 ms et-0-0-2-br01-eqla1.as57976. net [137.221.65.68]
12 43 ms 44 ms 46 ms be1-pe02-eqla1.as57976. net [137.221.68.69]
13 43 ms 44 ms 44 ms lax-eqla1-ia-bons-03.as57976. net [137.221.66.7]
14 43 ms 44 ms 44 ms 10.104.5.40
15 46 ms 44 ms 41 ms 24.105.29.40

Pathroute:
0 DESKTOP-764TLO9.hitronhub.home [192.168.0.10]
1 hitronhub.home [192.168.0.1]
2 10.116.181.1
3 192.168.8.157
4 10.224.252.229
5 lag-133.ear1.Dallas1.Level3. net [4.31.141.81]
6 * * *
Computing statistics for 125 seconds…
Source to Here This Node/Link
Hop RTT Lost/Sent = Pct Lost/Sent = Pct Address
0 DESKTOP-764TLO9.hitronhub.home [192.168.0.10]
0/ 100 = 0% |
1 0ms 0/ 100 = 0% 0/ 100 = 0% hitronhub.home [192.168.0.1]
0/ 100 = 0% |
2 — 100/ 100 =100% 100/ 100 =100% 10.116.181.1
0/ 100 = 0% |
3 — 100/ 100 =100% 100/ 100 =100% 192.168.8.157
0/ 100 = 0% |
4 — 100/ 100 =100% 100/ 100 =100% 10.224.252.229
0/ 100 = 0% |
5 11ms 0/ 100 = 0% 0/ 100 = 0% lag-133.ear1.Dallas1.Level3. net [4.31.141.81]

Edit: I had to put spaces in before “net” since I can’t post links.

Edit 2: I can’t access the website on my phone either even though I was told by Cableone that it’s not my internet causing problems O.o

17

I noticed a TON of gamers in mmos are from Texas. Like an insane amount. Could be too many of us on at once lol

18

I am on Grande in the DFW area.

19

This is a grande issue like almost 100% certain and it began to raise its ugly head a couple of weeks ago. I can’t get them to listen can someone please try to contact them and get this fixed for all of us? I have to work or I would do it… I have now reset factory settings on the router - didn’t fix the issue- also replaced the router after the failure- also didn’t work. They tried to send out a tech but I have to be at work so I can’t do it. Hopefully one of us can get grande to understand please keep us all posted. I can’t even go online in the game or the website navigation after replacing the router :confused: let us all know if someone gets some resolution on this please!!!

20

Don’t forget about us Cableoners! lol 200 meg connection is not really useful if the site won’t load xD