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Registered: ‎04-02-2017
Message 1 of 103 (786 Views)

Connection issues with Blizzard services

Hey everyone (and the guys and girls at VM),

I am currently using a Virgin Media connection as part of my student accommodation, so unfortunately I do not have access to billing information or anything like that. I believe the issue I have however is further up in the chain within the network, so may not require account intervention.

For the past week and a half now, I have been experiencing constant disconnections to various Blizzard gaming servers, the main two being for World of Warcraft and Overwatch.

The latency appears to be fine, but the drops are erratic. They appear to happen all throughout the day, but worse in the evenings. I can confirm that I am not using wireless, I am using a wired LAN connection.

At first, I thought maybe it was Blizzard's servers going a little bit odd, and I since contacted them. After a chat with Blizzard, it was explained that due to the routing, it is most likely a Virgin Media issue. At that point, I did a little more investigating, and it appears I am not alone.

The connection drops seem to happen so randomly it's rather strange. Sometimes it will be fine for an hour and it will drop, and other times it will drop four times in five minutes. I have been doing a series of troubleshooting steps, which I have provided in this e-mail. Everything about the issue is in this post.

Before I continue, I would like to mention the other people which have been having the same issue. Recently in fact. Here is a link:

https://community.virginmedia.com/t5/Gaming-Support/Intermittent-connection-failures/m-p/3329597

I ran a series of checks on my side to see where the connection was stumbling. Unfortunately, it's not possible to run a pathping because it seems that it is blocked (maybe a Virgin thing, not sure?). I first of all ran a ping to the Blizzard server IPs (these are for World of Warcraft). The x.157 address is what I am automatically allocated.

World of Warcraft player server (1)

Pinging 185.60.112.157 with 32 bytes of data: Reply from 185.60.112.157: bytes=32 time=33ms TTL=243 Reply from 185.60.112.157: bytes=32 time=40ms TTL=243 Request timed out. Reply from 185.60.112.157: bytes=32 time=39ms TTL=243 Reply from 185.60.112.157: bytes=32 time=48ms TTL=243 Reply from 185.60.112.157: bytes=32 time=33ms TTL=243 Reply from 185.60.112.157: bytes=32 time=35ms TTL=243 Reply from 185.60.112.157: bytes=32 time=33ms TTL=243 Reply from 185.60.112.157: bytes=32 time=34ms TTL=243 Reply from 185.60.112.157: bytes=32 time=32ms TTL=243 Reply from 185.60.112.157: bytes=32 time=30ms TTL=243 Reply from 185.60.112.157: bytes=32 time=39ms TTL=243 Reply from 185.60.112.157: bytes=32 time=37ms TTL=243 Reply from 185.60.112.157: bytes=32 time=35ms TTL=243 Reply from 185.60.112.157: bytes=32 time=31ms TTL=243 Reply from 185.60.112.157: bytes=32 time=33ms TTL=243 Request timed out. Reply from 185.60.112.157: bytes=32 time=40ms TTL=243 Request timed out. Reply from 185.60.112.157: bytes=32 time=43ms TTL=243 Request timed out. Reply from 185.60.112.157: bytes=32 time=40ms TTL=243 Reply from 185.60.112.157: bytes=32 time=38ms TTL=243 Reply from 185.60.112.157: bytes=32 time=36ms TTL=243 Request timed out. Request timed out. Request timed out. Reply from 185.60.112.157: bytes=32 time=40ms TTL=243 Reply from 185.60.112.157: bytes=32 time=33ms TTL=243 Reply from 185.60.112.157: bytes=32 time=37ms TTL=243 Reply from 185.60.112.157: bytes=32 time=35ms TTL=243 Reply from 185.60.112.157: bytes=32 time=34ms TTL=243 Reply from 185.60.112.157: bytes=32 time=42ms TTL=243 Reply from 185.60.112.157: bytes=32 time=31ms TTL=243 Reply from 185.60.112.157: bytes=32 time=40ms TTL=243 Reply from 185.60.112.157: bytes=32 time=39ms TTL=243 Reply from 185.60.112.157: bytes=32 time=37ms TTL=243 Reply from 185.60.112.157: bytes=32 time=38ms TTL=243 Reply from 185.60.112.157: bytes=32 time=36ms TTL=243 Reply from 185.60.112.157: bytes=32 time=35ms TTL=243 Reply from 185.60.112.157: bytes=32 time=34ms TTL=243 Reply from 185.60.112.157: bytes=32 time=32ms TTL=243 Reply from 185.60.112.157: bytes=32 time=41ms TTL=243 Reply from 185.60.112.157: bytes=32 time=40ms TTL=243 Reply from 185.60.112.157: bytes=32 time=39ms TTL=243 Request timed out. Reply from 185.60.112.157: bytes=32 time=40ms TTL=243 Reply from 185.60.112.157: bytes=32 time=39ms TTL=243 Reply from 185.60.112.157: bytes=32 time=37ms TTL=243 Reply from 185.60.112.157: bytes=32 time=35ms TTL=243 Reply from 185.60.112.157: bytes=32 time=44ms TTL=243 Reply from 185.60.112.157: bytes=32 time=33ms TTL=243 Reply from 185.60.112.157: bytes=32 time=40ms TTL=243 Reply from 185.60.112.157: bytes=32 time=31ms TTL=243 Reply from 185.60.112.157: bytes=32 time=39ms TTL=243 Reply from 185.60.112.157: bytes=32 time=38ms TTL=243 Ping statistics for 185.60.112.157: Packets: Sent = 56, Received = 48, Lost = 8 (14% loss), Approximate round trip times in milli-seconds: Minimum = 30ms, Maximum = 48ms, Average = 36ms

 

World of Warcraft player server (2)

Pinging 185.60.114.159 with 32 bytes of data:
Reply from 185.60.114.159: bytes=32 time=48ms TTL=242
Reply from 185.60.114.159: bytes=32 time=39ms TTL=242
Reply from 185.60.114.159: bytes=32 time=46ms TTL=242
Reply from 185.60.114.159: bytes=32 time=45ms TTL=242
Reply from 185.60.114.159: bytes=32 time=38ms TTL=242
Reply from 185.60.114.159: bytes=32 time=43ms TTL=242
Reply from 185.60.114.159: bytes=32 time=36ms TTL=242
Reply from 185.60.114.159: bytes=32 time=40ms TTL=242
Reply from 185.60.114.159: bytes=32 time=36ms TTL=242
Reply from 185.60.114.159: bytes=32 time=37ms TTL=242
Reply from 185.60.114.159: bytes=32 time=41ms TTL=242
Reply from 185.60.114.159: bytes=32 time=34ms TTL=242
Reply from 185.60.114.159: bytes=32 time=43ms TTL=242
Reply from 185.60.114.159: bytes=32 time=41ms TTL=242
Reply from 185.60.114.159: bytes=32 time=61ms TTL=242
Reply from 185.60.114.159: bytes=32 time=39ms TTL=242
Reply from 185.60.114.159: bytes=32 time=38ms TTL=242
Reply from 185.60.114.159: bytes=32 time=64ms TTL=242
Reply from 185.60.114.159: bytes=32 time=45ms TTL=242
Reply from 185.60.114.159: bytes=32 time=44ms TTL=242
Reply from 185.60.114.159: bytes=32 time=43ms TTL=242
Reply from 185.60.114.159: bytes=32 time=39ms TTL=242
Reply from 185.60.114.159: bytes=32 time=45ms TTL=242
Reply from 185.60.114.159: bytes=32 time=44ms TTL=242
Reply from 185.60.114.159: bytes=32 time=40ms TTL=242
Reply from 185.60.114.159: bytes=32 time=42ms TTL=242
Reply from 185.60.114.159: bytes=32 time=42ms TTL=242
Reply from 185.60.114.159: bytes=32 time=41ms TTL=242
Reply from 185.60.114.159: bytes=32 time=40ms TTL=242
Reply from 185.60.114.159: bytes=32 time=39ms TTL=242
Reply from 185.60.114.159: bytes=32 time=38ms TTL=242
Reply from 185.60.114.159: bytes=32 time=47ms TTL=242
Reply from 185.60.114.159: bytes=32 time=43ms TTL=242
Reply from 185.60.114.159: bytes=32 time=39ms TTL=242
Reply from 185.60.114.159: bytes=32 time=44ms TTL=242
Reply from 185.60.114.159: bytes=32 time=43ms TTL=242
Reply from 185.60.114.159: bytes=32 time=38ms TTL=242
Reply from 185.60.114.159: bytes=32 time=61ms TTL=242
Reply from 185.60.114.159: bytes=32 time=36ms TTL=242
Reply from 185.60.114.159: bytes=32 time=36ms TTL=242
Reply from 185.60.114.159: bytes=32 time=38ms TTL=242
Reply from 185.60.114.159: bytes=32 time=47ms TTL=242
Reply from 185.60.114.159: bytes=32 time=36ms TTL=242
Reply from 185.60.114.159: bytes=32 time=45ms TTL=242
Reply from 185.60.114.159: bytes=32 time=44ms TTL=242
Reply from 185.60.114.159: bytes=32 time=43ms TTL=242
Reply from 185.60.114.159: bytes=32 time=42ms TTL=242
Reply from 185.60.114.159: bytes=32 time=41ms TTL=242
Reply from 185.60.114.159: bytes=32 time=39ms TTL=242
Reply from 185.60.114.159: bytes=32 time=40ms TTL=242
Reply from 185.60.114.159: bytes=32 time=39ms TTL=242
Reply from 185.60.114.159: bytes=32 time=38ms TTL=242
Reply from 185.60.114.159: bytes=32 time=43ms TTL=242
Reply from 185.60.114.159: bytes=32 time=37ms TTL=242
Reply from 185.60.114.159: bytes=32 time=46ms TTL=242
Reply from 185.60.114.159: bytes=32 time=40ms TTL=242
Request timed out.
Reply from 185.60.114.159: bytes=32 time=41ms TTL=242
Reply from 185.60.114.159: bytes=32 time=40ms TTL=242
Reply from 185.60.114.159: bytes=32 time=39ms TTL=242
Reply from 185.60.114.159: bytes=32 time=36ms TTL=242
Reply from 185.60.114.159: bytes=32 time=37ms TTL=242
Reply from 185.60.114.159: bytes=32 time=36ms TTL=242
Reply from 185.60.114.159: bytes=32 time=44ms TTL=242
Reply from 185.60.114.159: bytes=32 time=43ms TTL=242
Reply from 185.60.114.159: bytes=32 time=41ms TTL=242
Reply from 185.60.114.159: bytes=32 time=39ms TTL=242
Reply from 185.60.114.159: bytes=32 time=38ms TTL=242
Reply from 185.60.114.159: bytes=32 time=37ms TTL=242
Reply from 185.60.114.159: bytes=32 time=35ms TTL=242
Reply from 185.60.114.159: bytes=32 time=39ms TTL=242
Reply from 185.60.114.159: bytes=32 time=39ms TTL=242
Reply from 185.60.114.159: bytes=32 time=43ms TTL=242
Reply from 185.60.114.159: bytes=32 time=37ms TTL=242
Reply from 185.60.114.159: bytes=32 time=37ms TTL=242
Reply from 185.60.114.159: bytes=32 time=38ms TTL=242
Reply from 185.60.114.159: bytes=32 time=38ms TTL=242
Reply from 185.60.114.159: bytes=32 time=37ms TTL=242
Reply from 185.60.114.159: bytes=32 time=40ms TTL=242
Reply from 185.60.114.159: bytes=32 time=33ms TTL=242
Reply from 185.60.114.159: bytes=32 time=40ms TTL=242
Reply from 185.60.114.159: bytes=32 time=40ms TTL=242
Reply from 185.60.114.159: bytes=32 time=39ms TTL=242
Reply from 185.60.114.159: bytes=32 time=47ms TTL=242
Reply from 185.60.114.159: bytes=32 time=45ms TTL=242

Ping statistics for 185.60.114.159:
    Packets: Sent = 85, Received = 84, Lost = 1 (1% loss),
Approximate round trip times in milli-seconds:
    Minimum = 33ms, Maximum = 64ms, Average = 41ms

The timeouts are enough to cause frequent disconnections and packet loss is always bad. I thought to myself, "ok, I will have a look and see where the issue is being caused", so I did a traceroute (below):

Tracing route to 185.60.112.157 over a maximum of 30 hops

  1    <1 ms    <1 ms    <1 ms  routerlogin.net [192.168.0.1] 
  2     *        *        *     Request timed out.
  3    13 ms     9 ms    18 ms  exe2-core-2a-xe-032-0.network.virginmedia.net [213.105.156.13] 
  4     *        *        *     Request timed out.
  5     *        *        *     Request timed out.
  6     *        *        *     Request timed out.
  7     *        *        *     Request timed out.
  8     *        *        *     Request timed out.
  9     *        *        *     Request timed out.
 10    42 ms    49 ms    39 ms  ams2-ic-1-ae0-0.network.virginmedia.net [62.253.188.158] 
 11    34 ms    33 ms    39 ms  80.249.208.83 
 12    44 ms    35 ms    40 ms  37.244.10.33 
 13     *       42 ms    35 ms  185.60.112.157 

Trace complete.

At this point, I thought that as it isn't possible to run a pathping, I will run pings to each of the servers in that list, and see which one was causing the timeouts.

This is the ping result for the second to last IP address (x.33):

Pinging 37.244.10.33 with 32 bytes of data:
Reply from 37.244.10.33: bytes=32 time=35ms TTL=244
Reply from 37.244.10.33: bytes=32 time=34ms TTL=244
Reply from 37.244.10.33: bytes=32 time=29ms TTL=244
Reply from 37.244.10.33: bytes=32 time=33ms TTL=244
Reply from 37.244.10.33: bytes=32 time=35ms TTL=244
Reply from 37.244.10.33: bytes=32 time=39ms TTL=244
Reply from 37.244.10.33: bytes=32 time=32ms TTL=244
Reply from 37.244.10.33: bytes=32 time=36ms TTL=244
Reply from 37.244.10.33: bytes=32 time=30ms TTL=244
Reply from 37.244.10.33: bytes=32 time=42ms TTL=244
Reply from 37.244.10.33: bytes=32 time=31ms TTL=244
Reply from 37.244.10.33: bytes=32 time=33ms TTL=244
Reply from 37.244.10.33: bytes=32 time=38ms TTL=244
Reply from 37.244.10.33: bytes=32 time=36ms TTL=244
Reply from 37.244.10.33: bytes=32 time=34ms TTL=244
Reply from 37.244.10.33: bytes=32 time=43ms TTL=244
Reply from 37.244.10.33: bytes=32 time=31ms TTL=244
Reply from 37.244.10.33: bytes=32 time=34ms TTL=244
Reply from 37.244.10.33: bytes=32 time=39ms TTL=244
Reply from 37.244.10.33: bytes=32 time=28ms TTL=244
Reply from 37.244.10.33: bytes=32 time=36ms TTL=244
Reply from 37.244.10.33: bytes=32 time=34ms TTL=244
Reply from 37.244.10.33: bytes=32 time=34ms TTL=244
Reply from 37.244.10.33: bytes=32 time=33ms TTL=244
Reply from 37.244.10.33: bytes=32 time=32ms TTL=244
Reply from 37.244.10.33: bytes=32 time=30ms TTL=244
Reply from 37.244.10.33: bytes=32 time=30ms TTL=244
Reply from 37.244.10.33: bytes=32 time=38ms TTL=244
Reply from 37.244.10.33: bytes=32 time=37ms TTL=244
Reply from 37.244.10.33: bytes=32 time=36ms TTL=244
Reply from 37.244.10.33: bytes=32 time=35ms TTL=244
Reply from 37.244.10.33: bytes=32 time=34ms TTL=244
Reply from 37.244.10.33: bytes=32 time=33ms TTL=244
Reply from 37.244.10.33: bytes=32 time=42ms TTL=244

Ping statistics for 37.244.10.33:
    Packets: Sent = 34, Received = 34, Lost = 0 (0% loss),
Approximate round trip times in milli-seconds:
    Minimum = 28ms, Maximum = 43ms, Average = 34ms

This means that the issue is somewhere between 37.244.10.33 and 185.60.112.157

The weird thing is, they are both Blizzard servers. I was pretty certain that the issue was relating to Blizzard themselves, but they keep telling me it's not. They said that it is due to the routing within the Virgin Media network. That being said, they also said to me that "Request timed out" on a traceroute means a faulty connection at that point, which is clearly wrong (it's actually to do with ICMP packets being refused at that location, but that's besides the point). Needless to say I'm leaning more towards Blizzard, but I don't know? Others have had the same issue too.

Machine is clean and virus free (recently did a new install), and I have tried it on two different network adaptors (from different manufacturers), with the same issue. The problem doesn't happen when using my 4G connection tethered. Any ideas where the problem could be? Other websites and services seem to work absolutely fine.

Unfortunately the router is in a locked cupboard so I can't reset anything from here, but over the last few days the landlord has been out (after me pestering) to look at the connection. 

Thanks for your help!

-Jack

 

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Registered: ‎01-11-2009
Message 2 of 103 (766 Views)

Re: Connection issues with Blizzard services

@jackdowson

At least you can read a tracert properly Smiley Very Happy

Blizzard should know that intermediate hops don't always respond to ICMP echoes (as you've already pointed out).  In fact sometimes some people configure the final hops not to respond as well, and that makes for fun when trying to diagnose routing problems - but I digress.

I noted you wanted to use Pathping but correctly realised you couldn't - you could try using WinMtr instead - http://winmtr.net/

I actually agree with you in this instance - the problem does seem to be with Blizzard.  However I note you said everything appears to be fine when connecting over 4g

With that in mind - when you are experiencing problems could you provide a test over both Wireless AND 4g in order to do a comparison of the two tracert's?

Ravenstar68

________________________________________


Only use Helpful answer if your problems been solved.

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Tuning in
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Registered: ‎04-02-2017
Message 3 of 103 (751 Views)

Re: Connection issues with Blizzard services

I have don't the MTR tests and it appears it could actually be Virgin Media at fault...

These below are the results from WinMTR on all three connections:

 

4G

|----------------------------------------------------------------------------------------------|
|                                          WinMTR statistics                                   |
|                           Host              -   %  | Sent | Recv | Best | Avrg | Wrst | Last |
|----------------------------------------------------|------|------|------|------|------|------|
|                    Windows-Phone.mshome.net -    3 |   41 |   40 |    2 |    8 |  155 |  155 |
|                       No response from host -  100 |    9 |    0 |    0 |    0 |    0 |    0 |
|                       No response from host -  100 |    9 |    0 |    0 |    0 |    0 |    0 |
|                              172.23.192.201 -    0 |   41 |   41 |   32 |   77 |  395 |   49 |
|                               172.23.226.40 -    0 |   41 |   41 |   53 |   84 |  391 |   60 |
|                188.31.254.50.threembb.co.uk -    0 |   41 |   41 |   49 |   84 |  392 |   49 |
|                188.31.255.89.threembb.co.uk -    0 |   41 |   41 |   48 |  117 |  679 |   48 |
|               188.31.255.154.threembb.co.uk -    0 |   41 |   41 |   52 |   93 |  394 |  100 |
|               188.31.255.170.threembb.co.uk -    0 |   41 |   41 |   55 |   89 |  392 |   73 |
|               188.31.255.177.threembb.co.uk -    0 |   41 |   41 |   55 |   87 |  392 |   74 |
|       be4497.ccr21.lon01.atlas.cogentco.com -    0 |   41 |   41 |   57 |   93 |  451 |   71 |
|       be2871.ccr42.lon13.atlas.cogentco.com -    0 |   41 |   41 |   55 |   87 |  394 |   74 |
|      be12488.ccr42.ams03.atlas.cogentco.com -    0 |   41 |   41 |   65 |  101 |  595 |   78 |
|be2447.rcr21.b021535-1.ams03.atlas.cogentco.com   0 |   41 |   41 |   62 |   94 |  394 |   62 |
|                blizzard.demarc.cogentco.com -    0 |   41 |   41 |   60 |   93 |  394 |   64 |
|                                37.244.10.33 -    0 |   41 |   41 |   64 |   95 |  393 |   64 |
|                              185.60.112.157 -    0 |   41 |   41 |   65 |  104 |  679 |   65 |
|____________________________________________________|______|______|______|______|______|______|
   WinMTR v0.92 GPL V2 by Appnor MSP - Fully Managed Hosting & Cloud Provider




WIFI

|----------------------------------------------------------------------------------------------|
|                                          WinMTR statistics                                   |
|                           Host              -   %  | Sent | Recv | Best | Avrg | Wrst | Last |
|----------------------------------------------------|------|------|------|------|------|------|
|                             routerlogin.net -    0 |   41 |   41 |    0 |    0 |    1 |    1 |
|                       No response from host -  100 |    9 |    0 |    0 |    0 |    0 |    0 |
|exe2-core-2a-xe-032-0.network.virginmedia.net -   0 |   41 |   41 |   11 |   16 |   28 |   13 |
|                       No response from host -  100 |    9 |    0 |    0 |    0 |    0 |    0 |
|                       No response from host -  100 |    9 |    0 |    0 |    0 |    0 |    0 |
|                       No response from host -  100 |    9 |    0 |    0 |    0 |    0 |    0 |
|                       No response from host -  100 |    9 |    0 |    0 |    0 |    0 |    0 |
|                       No response from host -  100 |    9 |    0 |    0 |    0 |    0 |    0 |
|                       No response from host -  100 |    9 |    0 |    0 |    0 |    0 |    0 |
|     ams2-ic-1-ae0-0.network.virginmedia.net -    0 |   41 |   41 |   37 |   43 |   60 |   44 |
|                               80.249.208.83 -    0 |   41 |   41 |   30 |   36 |   46 |   35 |
|                                37.244.10.33 -    3 |   37 |   36 |    0 |   35 |   43 |   30 |
|                              185.60.112.157 -   20 |   25 |   20 |    0 |   36 |   48 |   33 |
|____________________________________________________|______|______|______|______|______|______|
   WinMTR v0.92 GPL V2 by Appnor MSP - Fully Managed Hosting & Cloud Provider




LAN

|----------------------------------------------------------------------------------------------|
|                                          WinMTR statistics                                   |
|                           Host              -   %  | Sent | Recv | Best | Avrg | Wrst | Last |
|----------------------------------------------------|------|------|------|------|------|------|
|                             routerlogin.net -    0 |   40 |   40 |    0 |    0 |    1 |    0 |
|                       No response from host -  100 |    8 |    0 |    0 |    0 |    0 |    0 |
|exe2-core-2a-xe-032-0.network.virginmedia.net -   0 |   40 |   40 |   11 |   16 |   23 |   16 |
|                       No response from host -  100 |    8 |    0 |    0 |    0 |    0 |    0 |
|                       No response from host -  100 |    8 |    0 |    0 |    0 |    0 |    0 |
|                       No response from host -  100 |    8 |    0 |    0 |    0 |    0 |    0 |
|                       No response from host -  100 |    8 |    0 |    0 |    0 |    0 |    0 |
|                       No response from host -  100 |    8 |    0 |    0 |    0 |    0 |    0 |
|                       No response from host -  100 |    8 |    0 |    0 |    0 |    0 |    0 |
|     ams2-ic-1-ae0-0.network.virginmedia.net -    0 |   40 |   40 |   36 |   41 |   60 |   46 |
|                               80.249.208.83 -    0 |   40 |   40 |   30 |   34 |   42 |   34 |
|                                37.244.10.33 -    3 |   36 |   35 |    0 |   34 |   43 |   35 |
|                              185.60.112.157 -   25 |   20 |   15 |    0 |   36 |   41 |   40 |
|____________________________________________________|______|______|______|______|______|______|
   WinMTR v0.92 GPL V2 by Appnor MSP - Fully Managed Hosting & Cloud Provider

 

And here are the traceroutes for each connection:

4G


Tracing route to 185.60.112.157 over a maximum of 30 hops

  1     3 ms     *        5 ms  Windows-Phone.mshome.net [192.168.137.1] 
  2     *        *        *     Request timed out.
  3     *        *        *     Request timed out.
  4    65 ms    58 ms    59 ms  172.23.192.201 
  5    56 ms    49 ms    52 ms  172.23.226.40 
  6    47 ms    49 ms   109 ms  188.31.254.50.threembb.co.uk [188.31.254.50] 
  7   106 ms    80 ms    63 ms  188.31.255.89.threembb.co.uk [188.31.255.89] 
  8   107 ms    55 ms    63 ms  188.31.255.154.threembb.co.uk [188.31.255.154] 
  9    59 ms    62 ms    79 ms  188.31.255.170.threembb.co.uk [188.31.255.170] 
 10    88 ms    61 ms    61 ms  188.31.255.177.threembb.co.uk [188.31.255.177] 
 11   110 ms    72 ms   168 ms  be4497.ccr21.lon01.atlas.cogentco.com [149.6.3.129] 
 12    64 ms    62 ms    57 ms  be2871.ccr42.lon13.atlas.cogentco.com [154.54.58.185] 
 13    72 ms    60 ms    68 ms  be12488.ccr42.ams03.atlas.cogentco.com [130.117.51.42] 
 14    84 ms    68 ms    70 ms  be2447.rcr21.b021535-1.ams03.atlas.cogentco.com [130.117.50.250] 
 15    84 ms    71 ms    79 ms  blizzard.demarc.cogentco.com [149.6.128.9] 
 16    84 ms    66 ms    79 ms  37.244.10.33 
 17    99 ms    73 ms    77 ms  185.60.112.157 

Trace complete.



WIFI and LAN (both are the same result)


Tracing route to 185.60.112.157 over a maximum of 30 hops

  1    <1 ms    <1 ms    <1 ms  routerlogin.net [192.168.0.1] 
  2     *        *        *     Request timed out.
  3    11 ms    20 ms    31 ms  exe2-core-2a-xe-032-0.network.virginmedia.net [213.105.156.13] 
  4     *        *        *     Request timed out.
  5     *        *        *     Request timed out.
  6     *        *        *     Request timed out.
  7     *        *        *     Request timed out.
  8     *        *        *     Request timed out.
  9     *        *        *     Request timed out.
 10    57 ms    45 ms    42 ms  ams2-ic-1-ae0-0.network.virginmedia.net [62.253.188.158] 
 11    39 ms    39 ms    40 ms  80.249.208.83 
 12    36 ms    37 ms    29 ms  37.244.10.33 
 13    36 ms    29 ms     *     185.60.112.157 
 14    32 ms     *       32 ms  185.60.112.157 

Trace complete.

 

It's really strange, seeing that result there shows there is some packet loss a little further up from Blizzard. Maybe it could be Virgin or a part of the connecting infrastructure used?

Very odd.

- Jack

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Message 4 of 103 (735 Views)

Re: Connection issues with Blizzard services

[ Edited ]

To be honest I would have just traced over LAN - Especially as it gives the same result.

I've done my own test from my Virgin connection and get a different result

|------------------------------------------------------------------------------------------|
|                                      WinMTR statistics                                   |
|                       Host              -   %  | Sent | Recv | Best | Avrg | Wrst | Last |
|------------------------------------------------|------|------|------|------|------|------|
|                             192.168.0.1 -    0 |  484 |  484 |    1 |    2 |   41 |    5 |
|cpc35-sutt4-2-0-gw.19-1.cable.virginm.net -    0 |  484 |  484 |    8 |   26 |  256 |   23 |
|perr-core-2a-xe-112-0.network.virginmedia.net -    1 |  481 |  480 |    9 |   17 |   82 |   11 |
|                   No response from host -  100 |   97 |    0 |    0 |    0 |    0 |    0 |
| ams2-ic-1-ae0-0.network.virginmedia.net -    0 |  484 |  484 |   29 |   37 |   86 |   42 |
|                           80.249.208.83 -    0 |  484 |  484 |   26 |   33 |   91 |   34 |
|                            37.244.10.33 -    1 |  481 |  480 |   25 |   34 |   92 |   28 |
|                          185.60.112.157 -    1 |  481 |  480 |   26 |   33 |   88 |   36 |
|________________________________________________|______|______|______|______|______|______|
   WinMTR v0.92 GPL V2 by Appnor MSP - Fully Managed Hosting & Cloud Provider

While we see 1% packet loss at hops 7 and 8 - it should be noted that the individual drops didn't happen at the same point in the run but occurred about 10-15 pings apart.

Note though that it doesn't dismiss the validity of your result.  Although it does make me wonder if the problem is on the return route.

@ModTeam - Could you ask the Forum Team to take a look at this?

While the packet loss APPEARS to be happening outside the Virgin Media network - I think one cannot ignore the difference in results between the 4g and the LAN connection - especially as they appear to use different peering partners.

Ravenstar68

Edit - Here's the lookup for 80.249.208.83

IP: Decimal: Hostname: ASN: ISP: Organization: Services: Assignment: Blacklist:

80.249.208.83
1358549075
80.249.208.83
1200
Amsterdam Internet Exchange B.V.
Amsterdam Internet Exchange B.V.
None detected
Static IP

 

It certainly appears that any loss is happening downstream from this host.

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Message 5 of 103 (686 Views)

Re: Connection issues with Blizzard services


jackdowson wrote:

At that point, I did a little more investigating, and it appears I am not alone.

The connection drops seem to happen so randomly it's rather strange. Sometimes it will be fine for an hour and it will drop, and other times it will drop four times in five minutes. 

 

 

You are not alone.

http://www.trustedreviews.com/news/overwatch-disconnect-loop-fix-disconnection-blizzard-bug

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Message 6 of 103 (671 Views)

Re: Connection issues with Blizzard services

Hi jackdownson,

 

Welcome to the community and thanks for posting.

 

Sorry to see you are experiencing issues with your broadband connection. I can see you have had advice from the community which is great. 

 

I've managed to locate your account and the downstream power levels are too high. I think it's best if we arrange an engineer appointment to get these adjusted first, then if you still have the same issue, we will complete further tests. I've sent you a PM (purple envelope icon, right corner) with some details for you to confirm please.

 

Hope to hear from you soon

Sam


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Message 7 of 103 (638 Views)

Re: Connection issues with Blizzard services

[ Edited ]

Just to add on to this forum post, I'm experiencing exactly the same problems as the original poster.

TRACEROUTE:
traceroute to removed (removed), 15 hops max, 60 byte packets
1 Blizzard (Blizzard) 0.917 ms 0.962 ms 1.018 ms
2 * * *
3 37.244.9.100 (37.244.9.100) 0.830 ms 2.245 ms 2.249 ms
4 37.244.9.32 (37.244.9.32) 0.773 ms 0.830 ms 0.891 ms
5 7-1-23.ear2.Paris1.Level3.net (212.73.205.157) 3.493 ms 3.787 ms 4.090 ms
6 * * *
7 213.46.174.169 (213.46.174.169) 10.303 ms 9.715 ms 9.726 ms
8 * * *
9 84.116.135.46 (84.116.135.46) 9.171 ms 9.196 ms 8.931 ms
10 brnt-ic-1-ae24-0.network.virginmedia.net (62.254.42.173) 31.353 ms 24.324 ms 24.310 ms
11 * * *
12 glfd-core-2b-ae2-0.network.virginmedia.net (213.105.159.246) 22.641 ms 22.789 ms 22.795 ms
13 * * *
14 * * *
15 * * *


06/02/2017 21:29:55 UTC
--------------------

TRACEROUTE:
traceroute to removed (removed), 15 hops max, 60 byte packets
1 Blizzard (Blizzard) 0.888 ms 0.937 ms 0.992 ms
2 * * *
3 37.244.9.100 (37.244.9.100) 0.593 ms 0.660 ms 0.726 ms
4 37.244.9.32 (37.244.9.32) 0.569 ms 0.629 ms 0.689 ms
5 7-1-23.ear2.Paris1.Level3.net (212.73.205.157) 0.911 ms 1.146 ms 1.389 ms
6 * * *
7 213.46.174.169 (213.46.174.169) 8.538 ms 8.542 ms 8.511 ms
8 * * *
9 84.116.135.46 (84.116.135.46) 9.563 ms 9.566 ms 9.578 ms
10 brnt-ic-1-ae24-0.network.virginmedia.net (62.254.42.173) 28.915 ms 21.905 ms 21.889 ms
11 * * *
12 glfd-core-2b-ae2-0.network.virginmedia.net (213.105.159.246) 22.533 ms 22.793 ms 22.561 ms
13 * * *
14 * * *
15 * * *


06/02/2017 21:29:55 UTC
--------------------

PING:
PING removed (removed) 56(84) bytes of data.

--- removed ping statistics ---
4 packets transmitted, 0 received, 100% packet loss, time 4999ms

 

06/02/2017 21:29:55 UTC
--------------------

PING:
PING removed (removed) 56(84) bytes of data.

--- removed ping statistics ---
4 packets transmitted, 0 received, 100% packet loss, time 4997ms

 

06/02/2017 21:29:55 UTC
--------------------

TRACEROUTE:
traceroute to removed (removed), 15 hops max, 60 byte packets
1 Blizzard (Blizzard) 0.386 ms 0.458 ms 0.535 ms
2 * * *
3 37.244.10.100 (37.244.10.100) 1.531 ms 1.676 ms 1.691 ms
4 37.244.10.32 (37.244.10.32) 2.496 ms 2.503 ms 2.504 ms
5 xe-9-1-3.edge6.Amsterdam1.Level3.net (213.19.197.253) 0.670 ms 0.652 ms 0.670 ms
6 ae-2-3201.ear1.London1.Level3.net (4.69.141.66) 10.093 ms 9.286 ms 9.506 ms
7 213.46.174.169 (213.46.174.169) 7.487 ms 7.516 ms 7.515 ms
8 * * *
9 84.116.135.42 (84.116.135.42) 7.630 ms 7.589 ms 7.615 ms
10 brnt-ic-1-ae24-0.network.virginmedia.net (62.254.42.173) 16.845 ms 16.898 ms 16.914 ms
11 * * *
12 glfd-core-2b-ae2-0.network.virginmedia.net (213.105.159.246) 17.637 ms 17.667 ms 17.648 ms
13 * * *
14 * * *
15 * * *


06/02/2017 21:29:59 UTC
--------------------

PING:
PING removed (removed) 56(84) bytes of data.

--- removed ping statistics ---
4 packets transmitted, 0 received, 100% packet loss, time 5005ms

 

06/02/2017 21:30:00 UTC
--------------------

MTR:
HOST: Blizzard Loss% Snt Last Avg Best Wrst StDev
1. Blizzard 0.0% 10 0.8 0.5 0.4 0.8 0.1
2. ??? 100.0 10 0.0 0.0 0.0 0.0 0.0
3. 37.244.9.100 0.0% 10 0.6 0.8 0.5 2.2 0.6
4. 37.244.9.32 0.0% 10 0.7 0.6 0.5 0.7 0.1
5. 7-1-23.ear2.Paris1.Level3.net 0.0% 10 1.1 0.9 0.9 1.1 0.1
6. ??? 100.0 10 0.0 0.0 0.0 0.0 0.0
7. 213.46.174.169 0.0% 10 8.5 10.7 8.5 28.6 6.3
8. ??? 100.0 10 0.0 0.0 0.0 0.0 0.0
9. 84.116.135.46 0.0% 10 8.6 8.6 8.6 8.6 0.0
10. brnt-ic-1-ae24-0.network.virginmedia.net 0.0% 10 21.9 30.0 21.8 39.2 6.5
11. ??? 100.0 10 0.0 0.0 0.0 0.0 0.0
12. glfd-core-2b-ae2-0.network.virginmedia.net 0.0% 10 22.5 22.6 22.5 22.8 0.1
13. ??? 100.0 10 0.0 0.0 0.0 0.0 0.0


06/02/2017 21:29:55 UTC
--------------------

MTR:
HOST: Blizzard Loss% Snt Last Avg Best Wrst StDev
1. Blizzard 0.0% 10 0.5 0.6 0.5 0.8 0.1
2. ??? 100.0 10 0.0 0.0 0.0 0.0 0.0
3. 37.244.9.100 0.0% 10 0.8 0.7 0.7 0.8 0.0
4. 37.244.9.32 0.0% 10 0.7 0.6 0.5 0.7 0.1
5. 7-1-23.ear2.Paris1.Level3.net 0.0% 10 1.1 1.0 1.0 1.1 0.0
6. ??? 100.0 10 0.0 0.0 0.0 0.0 0.0
7. 213.46.174.169 0.0% 10 8.6 10.9 8.5 29.4 6.5
8. ??? 100.0 10 0.0 0.0 0.0 0.0 0.0
9. 84.116.135.46 0.0% 10 8.6 8.6 8.6 8.7 0.0
10. brnt-ic-1-ae24-0.network.virginmedia.net 0.0% 10 21.9 30.3 21.8 39.8 6.7
11. ??? 100.0 10 0.0 0.0 0.0 0.0 0.0
12. glfd-core-2b-ae2-0.network.virginmedia.net 0.0% 10 22.6 22.6 22.5 22.8 0.1
13. ??? 100.0 10 0.0 0.0 0.0 0.0 0.0


06/02/2017 21:29:55 UTC
--------------------

TRACEROUTE:
traceroute to removed (removed), 15 hops max, 60 byte packets
1 Blizzard (Blizzard) 0.362 ms 0.443 ms 0.517 ms
2 * * *
3 37.244.10.100 (37.244.10.100) 0.901 ms 0.946 ms 1.080 ms
4 37.244.10.32 (37.244.10.32) 3.125 ms 3.163 ms 3.165 ms
5 xe-9-1-3.edge6.Amsterdam1.Level3.net (213.19.197.253) 0.560 ms 0.571 ms 0.575 ms
6 ae-2-3201.ear1.London1.Level3.net (4.69.141.66) 7.413 ms 7.361 ms 7.587 ms
7 213.46.174.169 (213.46.174.169) 7.465 ms 7.476 ms 7.476 ms
8 * * *
9 84.116.135.42 (84.116.135.42) 7.603 ms 7.714 ms 7.719 ms
10 brnt-ic-1-ae24-0.network.virginmedia.net (62.254.42.173) 16.976 ms 16.810 ms 17.055 ms
11 * * *
12 glfd-core-2b-ae2-0.network.virginmedia.net (213.105.159.246) 17.565 ms 17.591 ms 17.472 ms
13 * * *
14 * * *
15 * * *


06/02/2017 21:30:04 UTC
--------------------

MTR:
HOST: Blizzard Loss% Snt Last Avg Best Wrst StDev
1. Blizzard 0.0% 10 0.4 0.9 0.4 3.6 1.0
2. ??? 100.0 10 0.0 0.0 0.0 0.0 0.0
3. 37.244.10.100 0.0% 10 0.9 0.9 0.8 0.9 0.1
4. 37.244.10.32 0.0% 10 2.6 1.2 0.8 2.6 0.6
5. xe-9-1-3.edge6.Amsterdam1.Level3.net 0.0% 10 0.5 0.6 0.5 0.7 0.1
6. ae-2-3201.ear1.London1.Level3.net 0.0% 10 7.7 8.9 7.5 14.0 2.6
7. 213.46.174.169 0.0% 10 7.4 7.5 7.4 7.6 0.0
8. ??? 100.0 10 0.0 0.0 0.0 0.0 0.0
9. 84.116.135.42 0.0% 10 7.9 8.9 7.6 19.5 3.7
10. brnt-ic-1-ae24-0.network.virginmedia.net 0.0% 10 17.0 26.9 16.9 80.5 20.3
11. ??? 100.0 10 0.0 0.0 0.0 0.0 0.0
12. glfd-core-2b-ae2-0.network.virginmedia.net 0.0% 10 17.7 19.8 17.5 37.4 6.2
13. ??? 100.0 10 0.0 0.0 0.0 0.0 0.0


06/02/2017 21:29:59 UTC
--------------------

PING:
PING removed (removed) 56(84) bytes of data.

--- removed ping statistics ---
4 packets transmitted, 0 received, 100% packet loss, time 5001ms

 

06/02/2017 21:30:06 UTC
--------------------

MTR:
HOST: Blizzard Loss% Snt Last Avg Best Wrst StDev
1. Blizzard 0.0% 10 0.3 0.8 0.3 3.6 1.0
2. ??? 100.0 10 0.0 0.0 0.0 0.0 0.0
3. 37.244.10.100 0.0% 10 1.0 0.9 0.8 1.0 0.1
4. 37.244.10.32 0.0% 10 2.7 1.5 0.7 3.1 0.9
5. xe-9-1-3.edge6.Amsterdam1.Level3.net 0.0% 10 0.6 0.6 0.6 0.7 0.0
6. ae-2-3201.ear1.London1.Level3.net 0.0% 10 7.5 8.1 7.4 13.8 2.0
7. 213.46.174.169 0.0% 10 7.5 7.6 7.4 8.6 0.4
8. ??? 100.0 10 0.0 0.0 0.0 0.0 0.0
9. 84.116.135.42 0.0% 10 7.6 8.9 7.6 19.5 3.7
10. brnt-ic-1-ae24-0.network.virginmedia.net 0.0% 10 17.1 25.4 16.9 80.5 20.4
11. ??? 100.0 10 0.0 0.0 0.0 0.0 0.0
12. glfd-core-2b-ae2-0.network.virginmedia.net 0.0% 10 17.8 19.8 17.5 37.4 6.2
13. ??? 100.0 10 0.0 0.0 0.0 0.0 0.0


06/02/2017 21:30:00 UTC
--------------------

 

[MOD EDIT: Personal and private information has been removed from this post. Please do not post personal or private information in your public posts. Please review the Forum Guidelines]

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Message 8 of 103 (599 Views)

Re: Connection issues with Blizzard services

[ Edited ]

Just a quick, friendly note to the mods:

The ping-to IP address (Blizzard) doesn't need to be censored from people's posts, as it is already public (Blizzard display it on their website for troubleshooting purposes)

Untitled.png

 

 

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Message 9 of 103 (597 Views)

Re: Connection issues with Blizzard services

[ Edited ]

The IP addresses that are censored are actually the customers IP addresses.  The tracerts and pings are from Blizzard back to the customer.

However it looks to me as if @Haevlyn doesn't have respond to ICMP echo requests ticked, so their hub is simply dropping the pings.

 Edit those particular tracerts don't show any obvious issues though.

ravenstar68 

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Message 10 of 103 (588 Views)

Re: Connection issues with Blizzard services

Ah sorry. I need a slap for assuming such things Smiley Very Happy

I did chat with someone from VM a couple of days ago, and they said something about the power being too high (coming in to the property). I thought it was a little strange that this would cause it, as other services seem to be working ok?

I explained that it must be an issue somewhere up the chain, but had no response as of yet Smiley Happy

- Jack

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