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We've had a lot of issues with server loads, as well. With just two of us on the Scrappy server in the starting zone, the game is constantly flashing orange and read server load warnings. It got laggy a couple of times as we were exploring that first shrouded area. We upgraded to the next level (Arcanna?) for up to 8 players. Still just the two of us, still barely out of the starting zone, exact same server load issues.
Anyone have suggestions for other services? We just paid for the month last week. Given my experience with the customer service this second go round, we're not even going to finish the month. It's not our machines, either - mine runs the game well on medium settings. My friend I'm playing with has a high end machine that runs the game great. We both have individual worlds that we use with no lag/issues at all. We've hosted the server ourself and that's worked well also. The problem for us is neither of us can leave our machine on 24/7 due to work; we really want a separate host so the world is up 24/7.