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SteadyEddy97
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Consistent Ping Spike/Packet Loss

when playing games online my ping starts off low usually between 10-30ms however consistently every minute or so the ping spikes up to 130ms+. Broadband connection tests show that the ping is 12ms and download speed is 54mb which is fine. The spike in ping is particularly bad on games such as Heroes of the Storm where the ping reaches limites of 160ms. I have contacted Blizzard support and they told me to complete pathping tests and traceroute, having completed these the results are as follows: 

TRACEROUTE:
traceroute to 82.46.165.220 (82.46.165.220), 15 hops max, 60 byte packets
1 Blizzard (Blizzard) 0.375 ms 0.423 ms 0.498 ms
2 * * *
3 37.244.10.100 (37.244.10.100) 2.317 ms 2.329 ms 2.332 ms
4 37.244.10.32 (37.244.10.32) 0.865 ms 0.896 ms 0.980 ms
5 80.249.209.253 (80.249.209.253) 0.804 ms 0.816 ms 0.816 ms
6 * * *
7 * * *
8 * * *
9 * * *
10 * * *
11 popl-core-2b-ae14-0.network.virginmedia.net (62.254.42.10) 24.607 ms 24.645 ms 24.647 ms
12 * * *
13 * * *
14 * * *
15 * * *


02/07/2016 12:58:47 UTC
--------------------

PING:
PING 82.46.165.220 (82.46.165.220) 56(84) bytes of data.

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

 

02/07/2016 12:58:47 UTC
--------------------

MTR:
HOST: Blizzard Loss% Snt Last Avg Best Wrst StDev
1. Blizzard 0.0% 10 0.3 0.4 0.3 0.7 0.1
2. ??? 100.0 10 0.0 0.0 0.0 0.0 0.0
3. 37.244.10.100 0.0% 10 2.8 1.9 0.9 4.1 1.0
4. 37.244.10.32 0.0% 10 2.3 1.6 0.9 2.9 0.8
5. 80.249.209.253 0.0% 10 0.8 3.2 0.8 23.7 7.2
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. ??? 100.0 10 0.0 0.0 0.0 0.0 0.0
9. ??? 100.0 10 0.0 0.0 0.0 0.0 0.0
10. ??? 100.0 10 0.0 0.0 0.0 0.0 0.0
11. popl-core-2b-ae14-0.network.virginmedia.net 0.0% 10 24.6 25.4 24.4 33.1 2.7
12. ??? 0.0% 0 0.0 0.0 0.0 0.0 0.0


02/07/2016 12:58:47 UTC
--------------------

A reply from blizzard stated 'From the info I can see above, there does indeed appear to be some serious connection issues.

The little stars *** mean that the connection timed out on that one hop. With that in mind, seeing this many timeouts is not a very good sign.'

Under PING it says 100% packet loss, i do not know if this is an issue with Virgin Media or Blizzard. Trying to fix this i have reset the router, DNS flush, checked firewalls and advanced settings but nothing works. Any help would be great.

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legacy1
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Re: Consistent Ping Spike/Packet Loss

If you don't allow icmp in you can't reply likely this is your router or router mode with the super hub which even if you allow icmp in it is not testing the device you want to test.

 



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Forum Team
Forum Team
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Re: Consistent Ping Spike/Packet Loss

Hi SteadyEddy97

 

Welcome to the community and thanks for posting.

 

Many apologies that you are experiencing ping spikes and packet loss.

 

From checking your connection the downstream power levels are too high. For this I would like to book an engineer to check this for you. I've sent you a PM (purple envelope icon, right corner) with some details for you to confirm please. Once you have replied I can go ahead with the appointment. I appreciate this may not be the main cause of the issue, however I would prefer if these levels were within the correct range.

 

Are you testing this through a wired or wireless device? Have you tried through modem mode to see if there is a difference?

Hope to hear from you soon

Sam


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