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Registered: ‎08-02-2017
Message 81 of 107 (386 Views)

Re: Connection issues with Blizzard services

[ Edited ]

I thought to make things easier for everyone i would correlate everything that I know.

Original MTR

Spoiler
|------------------------------------------------------------------------------------------|
| WinMTR statistics |
| Host - % | Sent | Recv | Best | Avrg | Wrst | Last |
|------------------------------------------------|------|------|------|------|------|------|
| 192.168.0.1 - 0 | 98 | 98 | 2 | 7 | 103 | 7 |
| No response from host - 100 | 20 | 0 | 0 | 0 | 0 | 0 |
|cdif-core-2a-xe-032-0.network.virginmedia.net - 0 | 98 | 98 | 13 | 24 | 126 | 17 |
| No response from host - 100 | 20 | 0 | 0 | 0 | 0 | 0 |
| No response from host - 100 | 20 | 0 | 0 | 0 | 0 | 0 |
| No response from host - 100 | 20 | 0 | 0 | 0 | 0 | 0 |
| ams2-ic-1-ae0-0.network.virginmedia.net - 7 | 80 | 75 | 38 | 49 | 171 | 39 |
| 80.249.208.83 - 2 | 94 | 93 | 31 | 42 | 160 | 37 |
| 37.244.10.33 - 2 | 94 | 93 | 29 | 43 | 156 | 36 |
| 37.244.10.101 - 2 | 94 | 93 | 31 | 42 | 162 | 37 |
| 185.60.114.147 - 2 | 94 | 93 | 31 | 43 | 165 | 39 |
| No response from host - 100 | 20 | 0 | 0 | 0 | 0 | 0 |
| No response from host - 100 | 20 | 0 | 0 | 0 | 0 | 0 |
| No response from host - 100 | 20 | 0 | 0 | 0 | 0 | 0 |
| No response from host - 100 | 20 | 0 | 0 | 0 | 0 | 0 |
| No response from host - 100 | 20 | 0 | 0 | 0 | 0 | 0 |
| No response from host - 100 | 20 | 0 | 0 | 0 | 0 | 0 |
| No response from host - 100 | 20 | 0 | 0 | 0 | 0 | 0 |
| No response from host - 100 | 20 | 0 | 0 | 0 | 0 | 0 |
| No response from host - 100 | 20 | 0 | 0 | 0 | 0 | 0 |
| No response from host - 100 | 20 | 0 | 0 | 0 | 0 | 0 |
| No response from host - 100 | 20 | 0 | 0 | 0 | 0 | 0 |
| No response from host - 100 | 20 | 0 | 0 | 0 | 0 | 0 |
| No response from host - 100 | 20 | 0 | 0 | 0 | 0 | 0 |
| No response from host - 100 | 20 | 0 | 0 | 0 | 0 | 0 |
| No response from host - 100 | 20 | 0 | 0 | 0 | 0 | 0 |
| No response from host - 100 | 20 | 0 | 0 | 0 | 0 | 0 |
| No response from host - 100 | 20 | 0 | 0 | 0 | 0 | 0 |
| No response from host - 100 | 20 | 0 | 0 | 0 | 0 | 0 |
| No response from host - 100 | 20 | 0 | 0 | 0 | 0 | 0 |
|________________________________________________|______|______|______|______|______|______|
WinMTR v0.92 GPL V2 by Appnor MSP - Fully Managed Hosting & Cloud Provider

MTR

Spoiler
|------------------------------------------------------------------------------------------|
| WinMTR statistics |
| Host - % | Sent | Recv | Best | Avrg | Wrst | Last |
|------------------------------------------------|------|------|------|------|------|------|
| 192.168.0.1 - 0 | 132 | 132 | 2 | 7 | 85 | 6 |
| No response from host - 100 | 27 | 0 | 0 | 0 | 0 | 0 |
|cdif-core-2a-xe-032-0.network.virginmedia.net - 5 | 112 | 107 | 13 | 23 | 100 | 18 |
| No response from host - 100 | 27 | 0 | 0 | 0 | 0 | 0 |
| No response from host - 100 | 27 | 0 | 0 | 0 | 0 | 0 |
| No response from host - 100 | 27 | 0 | 0 | 0 | 0 | 0 |
| nrth-ic-1-ae1-0.network.virginmedia.net - 0 | 132 | 132 | 20 | 32 | 111 | 26 |
| m674-mp2.cvx1-b.lis.dial.ntli.net - 10 | 98 | 89 | 22 | 33 | 103 | 27 |
| ae-11.r24.londen12.uk.bb.gin.ntt.net - 13 | 88 | 77 | 22 | 31 | 105 | 33 |
| ae-1.r25.londen12.uk.bb.gin.ntt.net - 16 | 82 | 69 | 24 | 30 | 83 | 30 |
| ae-2.r24.amstnl02.nl.bb.gin.ntt.net - 48 | 46 | 24 | 33 | 40 | 57 | 38 |
| ae-2.r03.amstnl02.nl.bb.gin.ntt.net - 42 | 50 | 29 | 31 | 41 | 108 | 38 |
|xe-0-3-0-21.r03.amstnl02.nl.ce.gin.ntt.net - 30 | 62 | 44 | 30 | 37 | 51 | 36 |
| 37.244.10.33 - 21 | 72 | 57 | 27 | 37 | 94 | 37 |
| 37.244.10.101 - 37 | 55 | 35 | 28 | 37 | 93 | 33 |
| 185.60.114.149 - 24 | 68 | 52 | 28 | 37 | 96 | 29 |
| No response from host - 100 | 27 | 0 | 0 | 0 | 0 | 0 |
| No response from host - 100 | 27 | 0 | 0 | 0 | 0 | 0 |
| No response from host - 100 | 27 | 0 | 0 | 0 | 0 | 0 |
| No response from host - 100 | 27 | 0 | 0 | 0 | 0 | 0 |
| No response from host - 100 | 27 | 0 | 0 | 0 | 0 | 0 |
| No response from host - 100 | 27 | 0 | 0 | 0 | 0 | 0 |
| No response from host - 100 | 27 | 0 | 0 | 0 | 0 | 0 |
| No response from host - 100 | 27 | 0 | 0 | 0 | 0 | 0 |
| No response from host - 100 | 27 | 0 | 0 | 0 | 0 | 0 |
| No response from host - 100 | 27 | 0 | 0 | 0 | 0 | 0 |
| No response from host - 100 | 27 | 0 | 0 | 0 | 0 | 0 |
| No response from host - 100 | 27 | 0 | 0 | 0 | 0 | 0 |
| No response from host - 100 | 27 | 0 | 0 | 0 | 0 | 0 |
| No response from host - 100 | 27 | 0 | 0 | 0 | 0 | 0 |
|________________________________________________|______|______|______|______|______|______|
WinMTR v0.92 GPL V2 by Appnor MSP - Fully Managed Hosting & Cloud Provider

Both times the MTR program was being ran while I got disconnected.

Looking glass

Spoiler

TRACEROUTE:

traceroute to (MY IP) ((MY IP)), 15 hops max, 60 byte packets

1  5.42.188.5 (5.42.188.5)  0.642 ms  0.783 ms  0.908 ms

2  Blizzard (Blizzard)  1.242 ms  1.272 ms  1.310 ms

3  37.244.9.100 (37.244.9.100)  0.817 ms  0.866 ms  0.921 ms

4  24.105.31.35 (24.105.31.35)  8.697 ms  8.714 ms  8.741 ms

5  24.105.31.19 (24.105.31.19)  8.744 ms  8.814 ms  8.866 ms

6  37.244.11.32 (37.244.11.32)  8.679 ms  8.509 ms  9.877 ms

7  slou-b1-link.telia.net (62.115.145.216)  9.084 ms  9.089 ms  9.082 ms

8  ldn-b4-link.telia.net (62.115.123.71)  9.180 ms  9.334 ms  9.327 ms

9  213.46.174.117 (213.46.174.117)  9.791 ms  9.382 ms  9.364 ms

10  brnt-ic-1-ae24-0.network.virginmedia.net (62.254.42.173)  18.625 ms  18.617 ms  17.997 ms

11  * * *

12  * * *

13  cdif-core-2b-ae2-0.network.virginmedia.net (62.254.84.122)  18.414 ms  18.476 ms  18.458 ms

14  cpc1-cdif16-2-0-cust318.5-1.cable.virginm.net ((MY IP))  31.065 ms  30.034 ms  36.307 ms



12/02/2017 17:52:46 UTC

--------------------


TRACEROUTE:

traceroute to (MY IP) ((MY IP)), 15 hops max, 60 byte packets

1  * * *

2  Blizzard (Blizzard)  1.344 ms  1.408 ms  1.451 ms

3  37.244.10.100 (37.244.10.100)  0.894 ms  0.917 ms  1.020 ms

4  24.105.31.33 (24.105.31.33)  6.855 ms  6.902 ms  6.927 ms

5  24.105.31.31 (24.105.31.31)  6.927 ms  6.968 ms  7.035 ms

6  37.244.11.32 (37.244.11.32)  6.796 ms  6.783 ms  6.938 ms

7  slou-b1-link.telia.net (62.115.145.216)  21.496 ms  21.200 ms  21.139 ms

8  ldn-b4-link.telia.net (62.115.123.69)  7.667 ms  7.427 ms  7.410 ms

9  213.46.174.117 (213.46.174.117)  7.565 ms  7.603 ms  7.596 ms

10  brnt-ic-1-ae24-0.network.virginmedia.net (62.254.42.173)  9.816 ms  9.755 ms  9.262 ms

11  * * *

12  * * *

13  cdif-core-2b-ae2-0.network.virginmedia.net (62.254.84.122)  12.065 ms  12.181 ms  12.176 ms

14  cpc1-cdif16-2-0-cust318.5-1.cable.virginm.net ((MY IP))  38.034 ms  35.331 ms  33.023 ms



12/02/2017 17:52:46 UTC

--------------------


PING:

PING (MY IP) ((MY IP)) 56(84) bytes of data.

64 bytes from (MY IP): icmp_seq=1 ttl=48 time=31.3 ms

64 bytes from (MY IP): icmp_seq=2 ttl=48 time=30.1 ms

64 bytes from (MY IP): icmp_seq=3 ttl=48 time=33.0 ms

64 bytes from (MY IP): icmp_seq=4 ttl=48 time=31.5 ms


--- (MY IP) ping statistics ---

4 packets transmitted, 4 received, 0% packet loss, time 2998ms

rtt min/avg/max/mdev = 30.153/31.513/33.026/1.020 ms



12/02/2017 17:52:46 UTC

--------------------


PING:

PING (MY IP) ((MY IP)) 56(84) bytes of data.

64 bytes from (MY IP): icmp_seq=1 ttl=49 time=31.8 ms

64 bytes from (MY IP): icmp_seq=2 ttl=49 time=24.4 ms

64 bytes from (MY IP): icmp_seq=3 ttl=49 time=26.1 ms

64 bytes from (MY IP): icmp_seq=4 ttl=49 time=25.2 ms


--- (MY IP) ping statistics ---

4 packets transmitted, 4 received, 0% packet loss, time 2998ms

rtt min/avg/max/mdev = 24.492/26.943/31.879/2.911 ms



12/02/2017 17:52:46 UTC

--------------------


MTR:

Start: Sun Feb 12 17:52:46 2017

HOST: Blizzard                          Loss%   Snt   Last   Avg  Best  Wrst StDev

 1.|-- 5.42.188.5                                     0.0%    10    0.6   0.7   0.5   2.1   0.5

 2.|-- Blizzard                                 0.0%    10    1.3   1.5   1.2   2.1   0.0

 3.|-- 37.244.9.100                                   0.0%    10    0.8   0.9   0.7   1.4   0.0

 4.|-- 24.105.31.35                                   0.0%    10    8.6   8.7   8.5   9.1   0.0

 5.|-- 24.105.31.19                                   0.0%    10    8.8   8.7   8.6   8.8   0.0

 6.|-- 37.244.11.32                                   0.0%    10    8.9   8.8   8.4  10.2   0.3

 7.|-- slou-b1-link.telia.net                         0.0%    10    9.2   9.1   9.1   9.4   0.0

 8.|-- ldn-b4-link.telia.net                          0.0%    10    9.3   9.9   9.2  14.9   1.7

 9.|-- 213.46.174.117                                 0.0%    10    9.5  10.2   9.3  17.0   2.3

10.|-- brnt-ic-1-ae24-0.network.virginmedia.net       0.0%    10   14.6  20.9  14.6  46.5  11.1

11.|-- ???                                           100.0    10    0.0   0.0   0.0   0.0   0.0

12.|-- ???                                           100.0    10    0.0   0.0   0.0   0.0   0.0

13.|-- cdif-core-2b-ae2-0.network.virginmedia.net     0.0%    10   18.4  21.4  18.4  33.9   5.3

14.|-- ???                                           100.0    10    0.0   0.0   0.0   0.0   0.0

15.|-- cpc1-cdif16-2-0-cust318.5-1.cable.virginm.net  0.0%    10   30.3  30.7  30.0  33.8   0.9



12/02/2017 17:52:46 UTC

--------------------


MTR:

Start: Sun Feb 12 17:52:46 2017

HOST: Blizzard                          Loss%   Snt   Last   Avg  Best  Wrst StDev

 1.|-- 5.42.168.5                                     0.0%    10    0.5 129.9   0.5 442.7 197.4

 2.|-- Blizzard                                 0.0%    10    1.2   1.5   0.9   4.6   0.9

 3.|-- 37.244.10.100                                  0.0%    10    0.9   0.9   0.8   1.0   0.0

 4.|-- 24.105.31.33                                   0.0%    10    6.7   6.8   6.7   7.2   0.0

 5.|-- 24.105.31.31                                   0.0%    10    7.1   7.0   6.8   7.9   0.0

 6.|-- 37.244.11.32                                   0.0%    10    8.2   6.9   6.7   8.2   0.3

 7.|-- slou-b1-link.telia.net                         0.0%    10    7.3   7.3   7.3   7.3   0.0

 8.|-- ldn-b4-link.telia.net                          0.0%    10    7.4   7.9   7.4  12.6   1.6

 9.|-- 213.46.174.117                                 0.0%    10    7.6   9.2   7.6  19.8   3.8

10.|-- brnt-ic-1-ae24-0.network.virginmedia.net       0.0%    10    9.2  12.8   9.2  24.1   5.3

11.|-- ???                                           100.0    10    0.0   0.0   0.0   0.0   0.0

12.|-- ???                                           100.0    10    0.0   0.0   0.0   0.0   0.0

13.|-- cdif-core-2b-ae2-0.network.virginmedia.net     0.0%    10   31.6  14.1  12.1  31.6   6.1

14.|-- ???                                           100.0    10    0.0   0.0   0.0   0.0   0.0

15.|-- cpc1-cdif16-2-0-cust318.5-1.cable.virginm.net  0.0%    10   26.5  27.9  22.3  38.6   4.6



12/02/2017 17:52:46 UTC

--------------------

Graph:

My Broadband Ping - virgin moniter

Will include an MTR while tethering to my phone when i get home tomorrow.

 

 

Symptoms:

After playing overwatch for a little while I get disconnected once i've been disconnected once, it gets worse, disconnected me more often (every couple of minutes). Sometimes I'll play and have no issue for a couple of hours and sometimes the issue will occur straight away. I have no issues with ping otherwise. 

If i've read this MTR correctly we can see packet loss at the Amsterdam internet exchange, across all the tests. Is this a problem on Virgins side, (or peering arrangements), what's the nexts steps.

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Tuning in
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Registered: ‎08-02-2017
Message 82 of 107 (354 Views)

Re: Connection issues with Blizzard services

Any updates on this getting fixed possibly? It's ridiculous that I have to switch to my mobile internet to play a blizzard game because the ISP I pay for a service can't provide the full service..

Tuning in
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Registered: ‎08-02-2017
Message 83 of 107 (307 Views)

Re: Connection issues with Blizzard services

Just like to add that when I say being disconnected I mean losing connection to the game server

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Superuser
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Registered: ‎01-11-2009
Message 84 of 107 (304 Views)

Re: Connection issues with Blizzard services

@Nicola_C - Can you revisit this?  The problem is still occurring, and we have another user who has ended up resorting to a VPN and finding that this resolves the issue.

Tim 

________________________________________


Only use Helpful answer if your problems been solved.

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Tuning in
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Registered: ‎08-02-2017
Message 85 of 107 (293 Views)

Re: Connection issues with Blizzard services

Have been completely un-able to play overwatch for days now, because this issue is happening so often, no useful response since Thursday.

 

 

 


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Tuning in
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Registered: ‎08-02-2017
Message 86 of 107 (267 Views)

Re: Connection issues with Blizzard services

What a joke virgin customer service is, ravenstar has been fairly helpful in enabling me to trouble shoot, but virgin itself has done absolutely nothing about an issue that clearly faces many people. I too am now having to use a VPN to play Overwatch.

I will be switch ISP unless this issue is fixed soon.

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Forum Team
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Registered: ‎05-12-2011
Message 87 of 107 (233 Views)

Re: Connection issues with Blizzard services

Hello Sol1

 

I am sorry you are still having problems but I feel I must mention that the forum is not designed to be an instant response, it is a place where we share ideas and do our best to help, we try to answer the posts in turn. We have always advised anyone who wishes for a quicker response to give us a call on 150 from a Virgin media phone line and 0345 4541111 from others. 

 

ICMP ping is such a blunt tool for trying to prove a fault and the fact that a VPN improves the situation does not prove it is a Virgin Media network fault, it is most likely a routing issue off our network, have you spoken to Blizzard about it, what was their reply?

Would you be so kind as to post an up to date traceroute from your Virgin media connection to Blizzard and then one via the VPN for comparison.

 

Thank you

Nicola

Virgin Media Forum Team
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Tuning in
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Message 88 of 107 (220 Views)

Re: Connection issues with Blizzard services

Thanks Nicola for your response, 

I have talked to blizzard they said "As discussed we managed to find the cause of the disconnects being severe packet loss within Virgin Media's network." 

Up to date Ping,Trace route and MTR. Using blizzards Looking glass.

Spoiler

TRACEROUTE:

traceroute to IP (IP), 15 hops max, 60 byte packets

1  Blizzard (Blizzard)  0.788 ms  0.862 ms  1.008 ms

2  * * *

3  37.244.9.100 (37.244.9.100)  0.699 ms  0.734 ms  0.815 ms

4  24.105.31.35 (24.105.31.35)  8.556 ms  8.595 ms  8.654 ms

5  24.105.31.19 (24.105.31.19)  8.641 ms  8.711 ms  8.790 ms

6  37.244.11.32 (37.244.11.32)  8.467 ms  8.383 ms  8.437 ms

7  slou-b1-link.telia.net (62.115.145.216)  9.078 ms  9.086 ms  9.094 ms

8  213.46.174.117 (213.46.174.117)  9.221 ms  9.285 ms  9.285 ms

9  brnt-ic-1-ae24-0.network.virginmedia.net (62.254.42.173)  24.030 ms  24.011 ms  24.014 ms

10  * * *

11  * * *

12  cdif-core-2b-ae2-0.network.virginmedia.net (62.254.84.122)  19.444 ms  19.442 ms  36.526 ms

13  cpc1-cdif16-2-0-cust318.5-1.cable.virginm.net (IP)  28.424 ms  28.422 ms  34.766 ms



24/02/2017 16:46:26 UTC

--------------------

 

PING:

PING IP (IP) 56(84) bytes of data.

64 bytes from IP: icmp_seq=1 ttl=48 time=28.0 ms

64 bytes from IP: icmp_seq=2 ttl=48 time=30.5 ms

64 bytes from IP: icmp_seq=3 ttl=48 time=29.8 ms

64 bytes from IP: icmp_seq=4 ttl=48 time=32.0 ms

 

--- IP ping statistics ---

4 packets transmitted, 4 received, 0% packet loss, time 3029ms

rtt min/avg/max/mdev = 28.075/30.124/32.048/1.440 ms



24/02/2017 16:46:26 UTC

--------------------

 

MTR:

HOST: Blizzard                    Loss%   Snt   Last   Avg  Best  Wrst StDev

  1. Blizzard                                 0.0%    10    0.5   0.7   0.5   0.9   0.1
  2. ???                                           100.0    10    0.0   0.0   0.0   0.0   0.0
  3. 37.244.9.100                                   0.0%    10    0.9   0.8   0.7   0.9   0.1
  4. 24.105.31.35                                   0.0%    10    8.5   8.5   8.4   8.5   0.0
  5. 24.105.31.19                                   0.0%    10    8.5   8.6   8.5   8.7   0.1
  6. 37.244.11.32                                   0.0%    10    8.5   8.6   8.4   9.1   0.2
  7. slou-b1-link.telia.net                         0.0%    10    9.0   9.0   9.0   9.1   0.0
  8. 213.46.174.117                                 0.0%    10    9.3   9.3   9.3   9.3   0.0
  9. brnt-ic-1-ae24-0.network.virginmedia.net       0.0%    10   14.8  20.1  14.8  53.2  12.5
  10. ???                                           100.0    10    0.0   0.0   0.0   0.0   0.0
  11. ???                                           100.0    10    0.0   0.0   0.0   0.0   0.0
  12. cdif-core-2b-ae2-0.network.virginmedia.net     0.0%    10   30.2  20.6  19.5  30.2   3.4
  13. ???                                           100.0    10    0.0   0.0   0.0   0.0   0.0
  14. cpc1-cdif16-2-0-cust318.5-1.cable.virginm.net  0.0%    10   30.3  31.1  28.3  34.8   2.2



24/02/2017 16:46:26 UTC

--------------------

VPN 

Spoiler

TRACEROUTE:

traceroute to VPN IP (VPN IP), 15 hops max, 60 byte packets

1  Blizzard (Blizzard)  2.120 ms  2.247 ms  2.362 ms

2  * * *

3  37.244.9.100 (37.244.9.100)  0.695 ms  0.744 ms  0.816 ms

4  24.105.31.27 (24.105.31.27)  9.773 ms  9.943 ms  10.025 ms

5  37.244.12.32 (37.244.12.32)  9.734 ms  9.774 ms  9.838 ms

6  * * *

7  * * *

8  VPN IP (VPN IP)  16.483 ms  16.586 ms  16.591 ms



24/02/2017 16:40:50 UTC

--------------------


PING:

PING VPN IP (VPN IP) 56(84) bytes of data.

64 bytes from VPN IP: icmp_seq=1 ttl=53 time=16.7 ms

64 bytes from VPN IP: icmp_seq=2 ttl=53 time=16.5 ms

64 bytes from VPN IP: icmp_seq=3 ttl=53 time=16.5 ms

64 bytes from VPN IP: icmp_seq=4 ttl=53 time=16.4 ms


--- VPN IP ping statistics ---

4 packets transmitted, 4 received, 0% packet loss, time 3016ms

rtt min/avg/max/mdev = 16.499/16.566/16.729/0.094 ms



24/02/2017 16:40:50 UTC

--------------------


MTR:

HOST: Blizzard Loss%   Snt   Last   Avg  Best  Wrst StDev

  1. Blizzard              0.0%    10    0.4   0.5   0.4   0.7   0.1
  2. ???                        100.0    10    0.0   0.0   0.0   0.0   0.0
  3. 37.244.9.100                0.0%    10    0.7   0.7   0.6   0.8   0.1
  4. 24.105.31.27                0.0%    10    9.8  10.0   9.8  11.8   0.6
  5. 37.244.12.32                0.0%    10    9.8   9.7   9.6   9.8   0.1
  6. ???                        100.0    10    0.0   0.0   0.0   0.0   0.0
  7. ???                        100.0    10    0.0   0.0   0.0   0.0   0.0
  8. VPN IP             0.0%    10   16.6  16.7  16.5  18.3   0.6


24/02/2017 16:40:50 UTC

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Since the forum isn't meant to be instant response, should I stop doing what I'm doing on here and pursue through the number given? In which case was your twitter account wrong to recommend me coming here, obviously I want this issue solved as soon as possible?

 

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Forum Team
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Message 89 of 107 (202 Views)

Re: Connection issues with Blizzard services

Hello Sol1

 

Thanks for that. It is interesting what you say when you spoke to Blizzard as if we had severe packet loss on our network one would think it would show up in the trace routes/MTR etc, also it would be affecting more than just Blizzard. The information that you have posted show no issues, once we have evidence of a network problem we will happily investigate.

 

Thank you

Nicola

Virgin Media Forum Team
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Tuning in
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Registered: ‎08-02-2017
Message 90 of 107 (194 Views)

Re: Connection issues with Blizzard services

It would make sense that no issue is shown due to the error only occurring every so often? Could you take a look at the previous MTR tests I've sent on this thread in which I actually record the issue with a MTR programme, do they show the any problems?

Thanks, 

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