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Disconnection problems while playing Blizzard games returned after a while (Blizzard Entertainment)

azuscasazuscas Posts: 7 Spectator
edited January 21 in Connectivity Dec 08, 2021

I have experienced many connection issues with Overwatch (A Blizzard online game). However it seemed to work okay until a month ago. The Constant stuttering, disconnection during mid games, Packet loss has came back. Nothing changed on my end. Tried all the measures that you guys usually recommend. (releasing, renewing ip, flushing dns, resetting modem/router, updating network drivers, OS update, etc.) I get a disconnection every 3-4 games and constant stuttering and packet losses every game. I spoke to you guys over the years, technicians after technicians, to check the cabling and hardware. All the cables and hardware are either replaced by a new one or confirmed that its in prime condition. When testing with WinMTR, I see a huge packet drop in the route that Spectrum takes to deliver my packets from Blizzard servers. This issues was gone for a while and it came back. I can finally tell that the issues is from Spectrum not Blizzard. I have given too many blizzard employees a hard time already enough regarding this issue. Now I feel bad for them.

When I use a VPN service to take a different routing, the stuttering and ping spikes are much less. It is not totally gone, but much noticeably better. ( But still unplayable)

Many technicians have came and tried to resolve this issue at my residents and failed. It was clearly not a hardware or wiring issue. Now with extensive experimentation and research, I am very certain that this is the issue coming from the Spectrum backbone or (and) the pathing they choose to send me the packets from Blizzard entertainment servers.

In this case what would be my best bet to resolve this issue other than changing my ISP?

Are you guys able to change the route for certain services that I use?

Please help.


|------------------------------------------------------------------------------------------|

|                   WinMTR statistics                  |

|            Host       -  % | Sent | Recv | Best | Avrg | Wrst | Last |

|------------------------------------------------|------|------|------|------|------|------|

|               192.168.1.1 -  0 | 224 | 224 |  0 |  0 |  22 |  0 |

|    142-254-182-181.inf.spectrum.com -  0 | 224 | 224 |  7 |  11 |  36 |  8 |

|     agg62.cyprcabw01h.socal.rr.com -  0 | 224 | 224 |  7 |  11 |  36 |  9 |

|              72.129.22.94 -  0 | 224 | 224 |  7 |  12 |  40 |  10 |

|     agg27.lsancarc01r.socal.rr.com -  0 | 224 | 224 |  10 |  19 | 162 |  12 |

|bu-ether16.atlngamq46w-bcr00.tbone.rr.com -  0 | 224 | 224 |  10 |  17 |  40 |  15 |

|bu-ether31.chctilwc00w-bcr00.tbone.rr.com -  0 | 224 | 224 |  8 |  13 |  38 |  11 |

|              24.30.201.95 -  0 | 224 | 224 |  10 |  18 | 113 |  23 |

|       ae1-br02-eqla1.as57976.net -  5 | 194 | 186 |  9 |  58 | 349 |  74 |

|              137.221.68.91 -  5 | 190 | 181 |  8 |  46 | 110 |  69 |

Replies

  • James_MJames_M Posts: 3,200 ADMIN
    Dec 08, 2021

    Hi and welcome!

    Without digging too deep, I can see that the issues (5% packet loss) appear to be occurring once the data travels off the Spectrum / Charter network. To take a better look at your connection, please post at least three traceroutes to different IP's, one to the game server and at least two "neutral" traces to other IP's. I suggest Target.com and water.com, please avoid traces to Google.

    In addition, please include information about the modem, subscribed speed and results of a direct connect speed test. Thanks! Looking forward to hearing back.



  • azuscasazuscas Posts: 7 Spectator
    edited December 2021 Dec 10, 2021

    MODEM:

    MODEL ET2251 (SPECTRUM)

    SPEED:

    500 MPBS


    TARGET.COM

    |------------------------------------------------------------------------------------------|


    |                   WinMTR statistics                  |


    |            Host       -  % | Sent | Recv | Best | Avrg | Wrst | Last |


    |------------------------------------------------|------|------|------|------|------|------|


    |               192.168.1.1 -  0 | 200 | 200 |  0 |  0 |  9 |  0 |


    |    142-254-182-181.inf.spectrum.com -  0 | 200 | 200 |  6 |  10 |  24 |  8 |


    |     agg62.cyprcabw01h.socal.rr.com -  0 | 200 | 200 |  7 |  9 |  21 |  12 |


    |              72.129.22.94 -  0 | 200 | 200 |  7 |  12 |  25 |  11 |


    |     agg27.lsancarc01r.socal.rr.com -  0 | 200 | 200 |  10 |  18 | 217 |  19 |


    |bu-ether16.lsancarc0yw-bcr00.tbone.rr.com -  0 | 200 | 200 |  10 |  16 |  33 |  16 |


    |              66.109.7.225 -  0 | 200 | 200 |  9 |  15 |  54 |  11 |


    |          No response from host - 100 |  41 |  0 |  0 |  0 |  0 |  0 |


    |             151.101.130.187 -  0 | 200 | 200 |  9 |  12 |  25 |  10 |



    WATER.COM

    |------------------------------------------------------------------------------------------|


    |                   WinMTR statistics                  |


    |            Host       -  % | Sent | Recv | Best | Avrg | Wrst | Last |


    |------------------------------------------------|------|------|------|------|------|------|


    |               192.168.1.1 -  0 | 201 | 201 |  0 |  0 |  1 |  0 |


    |    142-254-182-181.inf.spectrum.com -  0 | 201 | 201 |  4 |  10 |  19 |  10 |


    |     agg62.cyprcabw01h.socal.rr.com -  0 | 201 | 201 |  7 |  10 |  17 |  9 |


    |              72.129.22.94 -  0 | 201 | 201 |  7 |  13 |  22 |  17 |


    |     agg27.lsancarc01r.socal.rr.com -  0 | 201 | 201 |  10 |  20 | 245 |  13 |


    |     209-18-43-62.dfw10.tbone.rr.com -  0 | 201 | 201 |  10 |  18 |  26 |  20 |


    |              66.109.5.123 -  0 | 201 | 201 |  9 |  16 |  51 |  17 |


    |be-203-pe12.losangeles.ca.ibone.comcast.net -  0 | 201 | 201 |  10 |  14 |  22 |  17 |


    |be-2112-cs01.losangeles.ca.ibone.comcast.net -  0 | 201 | 201 |  10 |  14 |  20 |  18 |


    |be-2102-pe02.losangeles.ca.ibone.comcast.net -  0 | 201 | 201 |  9 |  13 |  24 |  13 |


    |             50.242.149.150 -  0 | 201 | 201 |  10 |  13 |  21 |  15 |


    |    be24.bbrt02.lax10.flexential.net -  0 | 201 | 201 |  59 |  64 |  72 |  62 |


    |    be154.bbrt02.las03.flexential.net -  2 | 193 | 191 |  60 |  62 |  71 |  62 |


    |    be10.bbrt01.las03.flexential.net -  0 | 201 | 201 |  60 |  64 |  72 |  61 |


    |    be106.bbrt02.dal01.flexential.net -  0 | 201 | 201 |  60 |  64 |  71 |  64 |


    |    be10.bbrt01.dal01.flexential.net -  0 | 201 | 201 |  60 |  64 |  71 |  64 |


    |    be136.bbrt01.atl10.flexential.net -  0 | 201 | 201 |  60 |  64 |  72 |  63 |


    |    be10.bbrt02.atl10.flexential.net -  0 | 201 | 201 |  60 |  64 |  71 |  67 |


    |    be166.bbrt01.atl03.flexential.net -  0 | 201 | 201 |  60 |  64 |  74 |  64 |


    |    be31.crrt01.atl03.flexential.net -  0 | 201 | 201 |  60 |  64 |  72 |  69 |


    |             148.66.237.161 -  0 | 201 | 201 |  60 |  64 |  71 |  60 |


    |          No response from host - 100 |  41 |  0 |  0 |  0 |  0 |  0 |


    |          No response from host - 100 |  41 |  0 |  0 |  0 |  0 |  0 |


    |          No response from host - 100 |  41 |  0 |  0 |  0 |  0 |  0 |


    |          No response from host - 100 |  41 |  0 |  0 |  0 |  0 |  0 |


    |          No response from host - 100 |  41 |  0 |  0 |  0 |  0 |  0 |


    |          No response from host - 100 |  41 |  0 |  0 |  0 |  0 |  0 |


    |          No response from host - 100 |  41 |  0 |  0 |  0 |  0 |  0 |


    |          No response from host - 100 |  41 |  0 |  0 |  0 |  0 |  0 |


    |          No response from host - 100 |  41 |  0 |  0 |  0 |  0 |  0 |


    BLIZZARD LAX1 SERVER (WEST)

    |------------------------------------------------------------------------------------------|


    |                   WinMTR statistics                  |


    |            Host       -  % | Sent | Recv | Best | Avrg | Wrst | Last |


    |------------------------------------------------|------|------|------|------|------|------|


    |               192.168.1.1 -  0 | 201 | 201 |  0 |  0 |  1 |  0 |


    |    142-254-182-181.inf.spectrum.com -  0 | 201 | 201 |  6 |  10 |  25 |  9 |


    |     agg62.cyprcabw01h.socal.rr.com -  0 | 201 | 201 |  7 |  10 |  17 |  16 |


    |              72.129.22.94 -  0 | 201 | 201 |  8 |  14 |  32 |  12 |


    |     agg27.lsancarc01r.socal.rr.com -  0 | 201 | 201 |  10 |  19 | 310 |  12 |


    |bu-ether26.lsancarc0yw-bcr00.tbone.rr.com -  0 | 201 | 201 |  11 |  17 |  25 |  12 |


    |bu-ether31.chctilwc00w-bcr00.tbone.rr.com -  0 | 201 | 201 |  9 |  13 |  36 |  13 |


    |              24.30.201.95 -  0 | 201 | 201 |  10 |  18 |  76 |  75 |


    |       ae1-br01-eqla1.as57976.net -  0 | 201 | 201 |  13 | 214 | 816 | 613 |


    |              137.221.68.77 -  0 | 201 | 201 |  9 |  14 |  45 |  9 |


    |          No response from host - 100 |  41 |  0 |  0 |  0 |  0 |  0 |


    |          No response from host - 100 |  41 |  0 |  0 |  0 |  0 |  0 |


    |          No response from host - 100 |  41 |  0 |  0 |  0 |  0 |  0 |


    |          No response from host - 100 |  41 |  0 |  0 |  0 |  0 |  0 |


    |          No response from host - 100 |  41 |  0 |  0 |  0 |  0 |  0 |


    |          No response from host - 100 |  41 |  0 |  0 |  0 |  0 |  0 |


    |          No response from host - 100 |  41 |  0 |  0 |  0 |  0 |  0 |


    |          No response from host - 100 |  41 |  0 |  0 |  0 |  0 |  0 |


    |          No response from host - 100 |  41 |  0 |  0 |  0 |  0 |  0 |


    |          No response from host - 100 |  41 |  0 |  0 |  0 |  0 |  0 |


    |          No response from host - 100 |  41 |  0 |  0 |  0 |  0 |  0 |


    |          No response from host - 100 |  41 |  0 |  0 |  0 |  0 |  0 |


    |          No response from host - 100 |  41 |  0 |  0 |  0 |  0 |  0 |


    |          No response from host - 100 |  41 |  0 |  0 |  0 |  0 |  0 |


    |          No response from host - 100 |  41 |  0 |  0 |  0 |  0 |  0 |


    |          No response from host - 100 |  41 |  0 |  0 |  0 |  0 |  0 |


    |          No response from host - 100 |  41 |  0 |  0 |  0 |  0 |  0 |


    |          No response from host - 100 |  41 |  0 |  0 |  0 |  0 |  0 |


    |          No response from host - 100 |  41 |  0 |  0 |  0 |  0 |  0 |


    |          No response from host - 100 |  41 |  0 |  0 |  0 |  0 |  0 |

  • William_MWilliam_M Posts: 56 Moderator
    edited December 2021 Dec 10, 2021

    This show you are making it to 137.221.68.77, which is a Blizzard IP, with 0% packet loss and low ping. If you run that test a few times are results consistent?

    Are you having issues with any other websites or services?

  • azuscasazuscas Posts: 7 Spectator
    edited December 2021 Dec 10, 2021

    NO the connection is horrible 99% of the time.

    The connection is CONSISTENTLY VERY BAD with little exceptions at random times during the day.

    The issue is apparent mostly when playing online games.

    Online games are literally unplayable without using a high-quality paid VPN service.

    Especially playing blizzard games. Had this issue for more than a year now. There are no ISP near me other than Spectrum. And Spectrum never provided me with a real answer or a solution with countless hours of phone calls and visits. I pay more than 100 dollars for internet alone only asking for a stress free experience. Which I have never got out of Spectrum. It is 100% a problem coming from the Spectrum nodes.

    Many friends who don't use Spectrum reported 0 issues. But many who do use Spectrum reported the same issue at the same time while playing together.

    And please read the whole thread before you answer.

  • James_MJames_M Posts: 3,200 ADMIN
    Dec 10, 2021

    When you see the issue, are you connecting on wireless / wifi?

  • azuscasazuscas Posts: 7 Spectator
    edited December 2021 Dec 10, 2021

    No, I strictly use ethernet only.

    Everything on my side is configured optimally.


    Netgear Nighthawk R7000p

    Netgear S8000 gaming switch qos enabled


    Ryzen 5950x

    RTX 3080

    Asus TUF X570 PLUS motherboard

    no bottlenecks no insufficient hardware no double NATs

    no cable interference ( All cables are heavy duty cat 7 or 8)


    and believe me I've tried every possible combinations and configurations possible on my side.

    It's not my problem.

  • azuscasazuscas Posts: 7 Spectator
    edited December 2021 Dec 10, 2021

    This is from the Blizzard's support team


    Tech Specialist Lorrothir at your service. Thanks for following up with us. I know it's not easy dealing with disconnects for any reason. I'll do my best to help find out what's going on.


    Going over the report, I totally agree that the problem is not your PC or home network. This is shown here:


    | 192.168.1.1 - 0 | 224 | 224 | 0 | 0 | 22 | 0 |


    This first log line in the winMTR is the connection from your PC to the router/modem device within the household. The average latency is 0ms and there is 0% packet loss. Overall pretty perfect connection within the home!


    The problem is way down the chain as the data is leaving the Spectrum network. This is shown here:

    | 24.30.201.95 - 0 | 224 | 224 | 10 | 18 | 113 | 23 |

    | ae1-br02-eqla1.as57976.net - 5 | 194 | 186 | 9 | 58 | 349 | 74 |


    Basically, to get your data to our servers, Spectrum is sending the data over to Equinix in LA. That's what the second line is where it says "eqla1" - Basically, in transit between the Spectrum and Equinix nodes, the packet count drops from 224 to 194. Then drops even lower to 186! This is a pretty major loss and would easily be the cause for the disconnect.


    The only end-user solutions to such a problem would be switching to a different internet provider, waiting for the current provider to resolve the issue in the hand-off between them and Equinix, or to use a VPN to reroute your signal around this transition.


    To escalate the issue with Spectrum you'd want to let them know of this support ticket, and the winMTR test which shows the problem in plain text. Let them know the problem only happens when connecting to specific services (don't say which ones, they try to use it as a scapegoat.) Try pointing out to them the packet loss on the transition to Equinix.


    Keep in mind many Tier 1 agents at the ISP will have no idea what routing even is. They'd need to escalate the case internally to someone who does understand the problem. From there they can work with their engineers to create a case with Equinix. Then the two will discuss a resolution with each other.


    Since Blizzard does not own either Equinix or Spectrum we have no hand in a solution to this type of issue. Though hopefully the information we provided helps provide insight on what the issue is and how it can be resolved going forward.


    If there's anything else you might need just let us know! Thanks for playing and enjoy the games!

  • James_MJames_M Posts: 3,200 ADMIN
    Dec 10, 2021

    The problem is way down the chain as the data is leaving the Spectrum network. This is shown here:

    | 24.30.201.95 - 0 | 224 | 224 | 10 | 18 | 113 | 23 |

    | ae1-br02-eqla1.as57976.net - 5 | 194 | 186 | 9 | 58 | 349 | 74 |

    Based on the information you have provided, the issue is occurring off the Spectrum network at the ae1-br02-eqla1.as57976.net hop. We do not own or control Equinix, so contacting Equinix to report the issue may help resolve the issue.

    In order for us to investigate further, please provide the trace routes previously requested. For our diagnostics, the WinMTR does not provide all the information we need. I have also provided a link to How to Use Traceroute, on the off chance that you are not familiar.

    Thanks!

  • azuscasazuscas Posts: 7 Spectator
    Dec 11, 2021
  • Paul_BPaul_B Posts: 435 Moderator
    Dec 11, 2021

    Thank you for providing the traceroutes. The one going to the Blizzard server seems to be having an issue off of our network. The one thing I would definitely recommend trying is to reboot your network. It looks like the modem has been online for quite awhile. Once you've done that, please try the games and run another traceroute to the Blizzard server.

  • JrogereJrogere Posts: 1 Newcomer
    Dec 24, 2021

    We are having the exact same issues. Our service was fine for the first year, then in the last 30 days, we’ve started experiencing dropped connections while on RuneScape, Apex Legons, Halo infinite, and while streaming on game twitch. We have had Spectrum technical support out twice and they replaced the same cable outside twice.


    The send packets drop and the games lag and drop out. This problem has just started recently and seems to correspond to a recent Specturm system upgrade.

    This is beyond frustrating.

  • William_MWilliam_M Posts: 56 Moderator
    Dec 24, 2021

    Hi @Jrogere, welcome to our community!

    Are you seeing this packet loss when running a ping test to any server, or only some? Are you testing using a device connected with an ethernet cable, or over WiFi?

This discussion has been closed.