Serious rare bug instantly season-bans innocent players

Bug Report
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Highly Rated
EDIT: Got a Blizz post, the bans are being reverted and SR restored! They're investigating the cause of the bug but have restored the affected accounts to good standing, which is awesome!

Please hear me out, this isn't about 'normal' disconnection rules or penalties, this is a serious, if rare, bug, that customer support is unable to deal with.

My fiancee hit a bug that lost her 600SR and got an instant full season ban in a single match, along with others in the match as well, no prior disconnects:
https://us.battle.net/forums/en/overwatch/topic/20758678565

What I want to know is why you even have the ability to appeal suspensions if customer support can't do anything about it. Is it supposed to make us feel better that someone listened? I'll feel better once we can have our game nights again. They've said that they can't lift suspensions, can't view our SR, can't validate our claims. What's the point of even having an appeal? The CS rules in place appear to rule out the possibility that someone would be banned as the result of a legitimate bug on Blizz's end. What can you do if a bug gets you instantly banned?

CS linked us to a forum post that people who disconnect shouldn't play comp at all, which is infuriating since if it was our internet's fault, others in the match wouldn't have been banned as well if it was. And even if it was, a season ban for one disconnect is crazy. What can we do?

I've seen devs swoop into topics before like "actually, THIS is why you were banned!" so I know someone out there has the ability to validate our claims, I'm just really hoping someone sees it and we can play the game we paid for together...

MY REQUEST:
Fixing the bug is hard. Lifting the bans should be easy. Blizzard, please unban these affected accounts, I have some evidence that it's real, and I imagine your internal logs make it even clearer.

EDIT:
Evidence:
https://www.overbuff.com/players/pc/spicyhappy-1777?mode=competitive
specifically...
https://www.dropbox.com/s/grju2y5ycw7hcvp/spicy_sr_drop.png?dl=0

Her overbuff competitive stats, as a basic form of evidence. Note her record on the last day she was able to play, she went 2-5 and lost nearly 700SR. That shouldn't be possible under normal circumstances, about 600 of that was from one match. No other disconnects. Looking at that timeframe, it shouldn't be possible to rack up enough disconnects because of incremental suspensions. Honestly, we don't care about the SR, we just want the ban lifted...

I also have a similar graph for the user redandblack whose case I link to below:
https://www.dropbox.com/s/f1u23iib1hca9um/redandblack_ow_record.PNG?dl=0
which is from:
https://www.overbuff.com/players/pc/redandblack-1538?mode=competitive

EDIT 2:
Known cases of people getting INSTANTLY BANNED because of joining a bugged match (with hundreds of SR lost to boot)
Spicyhappy lost 600SR and was season-banned:
https://us.battle.net/forums/en/overwatch/topic/20758678565#post-1

Axesor lost SR and got season-banned (same match as Spicyhappy):
https://us.battle.net/forums/en/overwatch/topic/20758678565#post-2

Dave5Gun lost 400SR and was season-banned (lots of other folks in the topic experienced it too in the same match, unclear if they were all banned, but someone else in the match lost 350SR):
https://us.battle.net/forums/en/overwatch/topic/20758848061#post-1

wowitsasquit lost 250SR and got a 20 hour ban:
https://us.battle.net/forums/en/overwatch/topic/20758867927#post-1

redandblack lost 500SR and got season-banned:
https://us.battle.net/forums/en/overwatch/topic/20758996245#post-1

Slowky lost 600SR and got season-banned
https://us.battle.net/forums/en/overwatch/topic/20759286659

It's likely hit a lot of other people too, isn't that enough evidence that this deserves to be looked at? And the bans reverted?

EDIT3:
Just one of the quotes from our CS ticket to show the sort of dead-ends I've been encountering the past few weeks:
"We unfortunately have no information on how or why you were suspended, and we can't even check your rating or how much you lost at the time. I understand you want more information about why it happened, but there isn't anything we can do to escalate this or provide any information"
Highly Rated
Need to get a lot more attention than just me for Papa Jeff to swoop in and wave his magic wand
I know that it's a long shot, but I've been posting on the bug report forums for 3 weeks to no avail, I wanted to try a slightly different avenue. We've appealed to CS, posted to twitter, posted to the bug report forums, and still nothing. Particularly with increasing penalties on the way (three season bans gives a lifetime comp ban), it's kind of unfortunate to already have a 'strike' because of a one-off bug.

The practices in place simply don't seem to account for the possibility that a season ban could have been doled out in error, and that's what I'm trying to draw attention to here. Unfortunately I fear my message is lost among a sea of "I got a 10 minute ban because my internet died that's not my fault!" messages. This is something very, very different.
09/21/2017 09:41 AMPosted by Chromega
I know that it's a long shot, but I've been posting on the bug report forums for 3 weeks to no avail, I wanted to try a slightly different avenue. We've appealed to CS, posted to twitter, posted to the bug report forums, and still nothing. Particularly with increasing penalties on the way (three season bans gives a lifetime comp ban), it's kind of unfortunate to already have a 'strike' because of a one-off bug.

The practices in place simply don't seem to account for the possibility that a season ban could have been doled out in error, and that's what I'm trying to draw attention to here. Unfortunately I fear my message is lost among a sea of "I got a 10 minute ban because my internet died that's not my fault!" messages. This is something very, very different.


i actually think your message is being drowned by people calling on genji nerfs.

This is super crappy and hope blizzard can help soon!
This is really scary, I want to climb higher this season but I'm afraid this could happen to me, I follow your thread and it's rally more common than I thought

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Edited for language by the Moderation Team. We understand that players can be very passionate about these topics, but posting both clear and masked language is still a violation of the Code of Conduct.
Upvoting because I feel your pain man. This is what is unfortunate about Blizzard.
Upvoting for more information
That's terrifying, personally at that point I would consider quitting the game honestly.
Thanks for the support, all. Regarding quitting the game, we both love Overwatch, we've been playing it together almost every night since launch. I'd really rather not quit over this. Though for the duration of the season we have little choice (well, I can still play, I wasn't in that bugged match, but we really want to play together). I'm adamant about getting this addressed because I don't want to quit.
I really hope this can get some attention!! Would be nice to know Blizzard cares about its players!!! This sort of incident really makes me question the customer service here. If I'd known this before buying I would have thought twice. :/
Well it looks like some posts were edited. Guys keep things civil. We're frustrated but let's not lose our head over that frustration.

Maybe this bug is very rare but the consequences are really bad. My hope is that Blizzard is looking into it and ideally fix any accounts hurt by the bug.
I hope you get this resolved.

I'm not at all saying it's okay, but this is probably a fringe case.

You have filed a bug report, right?

EDIT: Ah, I skimmed too fast. My bad.
Yup, definitely assuming this is a rare edge case, or there would be a lot more noise on the forums about it. But for those who are hit, it's quite bad. In the bug report forum post, I've collected links of several other people who have hit the same bug - losing hundreds of SR and getting banned in a single match.

The game goes into a 'waiting for players' state in comp - which it's not supposed to do, and keeps trying and failing to start the match. As a fellow game developer, my educated guess is that I believe the server is giving all players in the match a disconnect penalty every time it tries and fails, but keeps them in the match in an infinite loop, banning those poor souls who didn't bail early enough.

Since it's rare, I understand that it's hard to track down. But BECAUSE it's rare, it seems like it should be straightforward to revert the ban on those affected, as a customer support courtesy (assuming SOMEONE at Blizzard has access to logs for why you were banned to validate the claims...customer service said they can't access that data so couldn't validate our claims or escalate the issue).
Closest thing I have to proof:
https://www.dropbox.com/s/grju2y5ycw7hcvp/spicy_sr_drop.png?dl=0

I haven't had much hard evidence, but then it occurred to go to her overbuff page:
https://www.overbuff.com/players/pc/spicyhappy-1777?mode=competitive

Note that this is right in the beginning of the season. Even if going 2-6 is an off day...how on earth should someone lose 688 points in one play session? Even if you disconnected every game, you'd hit the incremental bans (10 mins, 1 hour, 1 day, or whatever) before you could accrue THAT many penalties. And note that this is right at the beginning of the season, so without prior drops that does support my claim that she had no prior disconnects.

The hero win/loss rates also only tally to 2-5 and not 2-6, I don't know if that's an issue with overbuff's accounting or if the 1 unaccounted for loss is the bugged one that caused the ban.
09/20/2017 05:30 PMPosted by Chromega
My fiancee hit a bug that lost her 600SR and got an instant season ban in a single match, along with others in the match as well, no prior disconnects


hmmmmm hang on a second here.

but really that does suck.

Also fairly sure the base line customer service reps may actually not have any real power

you need to demand a supervisor.
I suppose, we asked in the customer support chat if we could escalate this issue and they said they wouldn't do that or take any other action, we just need to log a bug and hope for the best. But it's been three weeks and we haven't heard anything. I could keep badgering them but it seemed like a dead end, pretty boilerplate response stuff. Like linking us to dev responses about why chronically disconnecting players get banned, as though that were applicable to this situation.

That's why I'm making a plea here, trying to get more eyes on this problem, hoping that someone with the power to fix it can see the obvious fault here. Even if it's a tricky bug to prevent from happening again, it should be clear that this ban was unfairly doled out and it should be lifted.
Welp send it to reddit or those youtube dudes

dev team loves to listen them more than the official forums it seems

at the least respond more often maybe.
https://www.reddit.com/r/Overwatch/comments/6y51q8/banned_because_of_a_bug/

Tried, got another "we can't fix it, log a bug" CS response. I'm continually assured that they're looking into it, but I have my doubts...if they looked into it at all, they'd realize that this ban should be lifted.
Edited for language by the Moderation Team. We understand that players can be very passionate about these topics, but posting both clear and masked language is still a violation of the.


All this work scanning the forums and deleting the F-word, but can't fix a broken game.

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