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Downgraded from 200mb to 50mb, consistent increased ping and spiking across various games since.

About a month or two ago, my family downgraded from 200mb to 50mb, and our Superhub was replaced to accommodate this. Prior to the downgrade I was getting solid stable low pings across the board, Diablo, League of Legends, CS:GO, and so on, however since the switch, the ping has increased by about 50-100 on each game, which is supplemented by constant ping spikes all the way to 600+ms during peak hours (5pm-12pm weekdays, afternoons+evenings on weekends).

As a result of this it is pretty much impossible for me to enjoy gaming since I work weekdays 8am-5pm... i.e. the only hours the ping is actually stable.

I have spoken to multiple VM employees over the phone over the course of the month(s) with no resolution, the last call just concluded with them telling me that it cannot be helped as upgrades are being made in my area, and they cannot garuntee that I will get what I'm paying for until late July, which is absolutely unacceptable.

I ran my issue past various support teams of the game's I play, and sent them network logs (Netalyzer + WinMTR), the response from RIOT games was as follows:

Hey, thanks for providing those updated logs.

I have found the cause to your issues. Firstly, your ping inside your network is as high as 164 ms. This is an indication that your router may be malfunctioning and causing your connection issue. If you got your router or modem from your ISP, you'll definitely want to have them replace it, otherwise you'll want to get it replaced on your own accord. Your logs then show that your connection drops up to 23% of its packets before they reach our server. Your ping also spikes up to 897ms ping along your ISP's routes. This is an indication that your issue is with your route to us along your ISP's network infrastructure. They may have network or hardware issues they were unaware of.

Your best course of action is to contact them immediately and inform them of this issue. When you do, let them know what we did, as well as provide them the logs you sent me, so they have more context to this issue.

 

They also suggested I try using a VPN, of which I chose to try out WTFast, it helped reduce the ping down to what it was before the downgrade, however it didn't have any effect on the constant ping spikes.

As far as I can think right now, that is all the information I can provide, if anyone is able to provide any more help or insight on the situation I would be very grateful, it's very frustrating to have my main hobby/outlet inaccessible as a result of an ISP I have been with for over 10 years.

Thanks,

Kieron

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Message 2 of 24
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Re: Downgraded from 200mb to 50mb, consistent increased ping and spiking across various games since.

Hi Pixation,

 

Sorry to hear you're seeing ping spikes while gaming. I've just checked your connection and while I can see the contention in the area is a little higher at peak times it doesn't last very long so it doesn't explain the ping spikes all evening. Everything else on your connection look healthy too. Could you post the Traces and MTRs to the thread for us to take a look? 


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Re: Downgraded from 200mb to 50mb, consistent increased ping and spiking across various games since.

Here was the netalyzr results, and here are the files I was requested that are not game-specific.

192.64.170.252 WinMTR Export

Spoiler
|------------------------------------------------------------------------------------------|
| WinMTR statistics |
| Host - % | Sent | Recv | Best | Avrg | Wrst | Last |
|------------------------------------------------|------|------|------|------|------|------|
| 192.168.0.1 - 0 | 365 | 365 | 0 | 0 | 164 | 0 |
| 10.221.244.1 - 0 | 365 | 365 | 11 | 36 | 437 | 19 |
|LPuteaux-657-1-282-33.w80-15.abo.wanadoo.fr - 0 | 365 | 365 | 12 | 33 | 420 | 22 |
| No response from host - 100 | 73 | 0 | 0 | 0 | 0 | 0 |
| No response from host - 100 | 73 | 0 | 0 | 0 | 0 | 0 |
|brhm-bb-1c-ae0-0.network.virginmedia.net - 18 | 213 | 175 | 15 | 48 | 853 | 29 |
| 213.161.65.149 - 0 | 365 | 365 | 18 | 41 | 426 | 22 |
| ae10.mpr2.lhr2.uk.zip.zayo.com - 0 | 365 | 365 | 19 | 42 | 439 | 35 |
| ae27.cs1.lhr11.uk.eth.zayo.com - 1 | 361 | 360 | 85 | 112 | 880 | 90 |
| ae5.cs1.lhr11.uk.eth.zayo.com - 0 | 365 | 365 | 86 | 115 | 491 | 108 |
| ae27.cr1.lga5.us.zip.zayo.com - 0 | 365 | 365 | 85 | 107 | 493 | 93 |
| ae10.mpr3.lga7.us.zip.zayo.com - 8 | 281 | 260 | 85 | 108 | 386 | 88 |
|128.177.169.158.IPYX-089814-970-ZYO.zip.zayo.com - 0 | 365 | 365 | 85 | 109 | 493 | 103 |
| 104.160.132.46 - 1 | 357 | 355 | 86 | 114 | 897 | 98 |
| ae31-br01.chi01.riotdirect.net - 0 | 365 | 365 | 167 | 188 | 573 | 176 |
| 104.160.131.101 - 0 | 365 | 365 | 168 | 191 | 576 | 176 |
| No response from host - 100 | 73 | 0 | 0 | 0 | 0 | 0 |
| No response from host - 100 | 73 | 0 | 0 | 0 | 0 | 0 |
| No response from host - 100 | 73 | 0 | 0 | 0 | 0 | 0 |
| No response from host - 100 | 73 | 0 | 0 | 0 | 0 | 0 |
| No response from host - 100 | 73 | 0 | 0 | 0 | 0 | 0 |
| No response from host - 100 | 73 | 0 | 0 | 0 | 0 | 0 |
| No response from host - 100 | 73 | 0 | 0 | 0 | 0 | 0 |
| No response from host - 100 | 73 | 0 | 0 | 0 | 0 | 0 |
| No response from host - 100 | 73 | 0 | 0 | 0 | 0 | 0 |
| No response from host - 100 | 73 | 0 | 0 | 0 | 0 | 0 |
| No response from host - 100 | 73 | 0 | 0 | 0 | 0 | 0 |
| No response from host - 100 | 73 | 0 | 0 | 0 | 0 | 0 |
| No response from host - 100 | 73 | 0 | 0 | 0 | 0 | 0 |
| No response from host - 100 | 73 | 0 | 0 | 0 | 0 | 0 |
|________________________________________________|______|______|______|______|______|______|
WinMTR v0.92 GPL V2 by Appnor MSP - Fully Managed Hosting & Cloud Provider



104.160.131.1 WinMTR Export

Spoiler
|------------------------------------------------------------------------------------------|
| WinMTR statistics |
| Host - % | Sent | Recv | Best | Avrg | Wrst | Last |
|------------------------------------------------|------|------|------|------|------|------|
| 192.168.0.1 - 1 | 290 | 289 | 0 | 0 | 12 | 0 |
| 10.221.244.1 - 0 | 294 | 294 | 10 | 20 | 129 | 21 |
|LPuteaux-657-1-282-33.w80-15.abo.wanadoo.fr - 0 | 294 | 294 | 12 | 22 | 130 | 20 |
| No response from host - 100 | 59 | 0 | 0 | 0 | 0 | 0 |
| No response from host - 100 | 59 | 0 | 0 | 0 | 0 | 0 |
|brhm-bb-1c-ae0-0.network.virginmedia.net - 23 | 154 | 119 | 0 | 28 | 121 | 75 |
| 213.161.65.149 - 1 | 290 | 289 | 18 | 30 | 148 | 57 |
| ae10.mpr2.lhr2.uk.zip.zayo.com - 0 | 294 | 294 | 19 | 28 | 134 | 25 |
| ae27.cs1.lhr11.uk.eth.zayo.com - 0 | 294 | 294 | 84 | 100 | 167 | 105 |
| ae5.cs1.lhr11.uk.eth.zayo.com - 0 | 294 | 294 | 84 | 98 | 156 | 85 |
| ae27.cr1.lga5.us.zip.zayo.com - 0 | 294 | 294 | 83 | 96 | 198 | 94 |
| ae10.mpr3.lga7.us.zip.zayo.com - 5 | 246 | 234 | 84 | 94 | 192 | 139 |
|128.177.169.158.IPYX-089814-970-ZYO.zip.zayo.com - 0 | 294 | 294 | 86 | 98 | 210 | 97 |
| 104.160.132.35 - 0 | 294 | 294 | 87 | 97 | 215 | 93 |
| ae31-br01.chi01.riotdirect.net - 0 | 294 | 294 | 166 | 176 | 281 | 180 |
| 104.160.131.1 - 1 | 290 | 289 | 104 | 115 | 234 | 132 |
|________________________________________________|______|______|______|______|______|______|
WinMTR v0.92 GPL V2 by Appnor MSP - Fully Managed Hosting & Cloud Provider

 

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Message 4 of 24
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Re: Downgraded from 200mb to 50mb, consistent increased ping and spiking across various games since.

Hi Kieron,

 

Thanks for the additional info, the results look okay in general.

 

Is your connection wired or wireless, I'm wondering maybe if wireless interference could be an issue here.

 

For diagnostic purposes it may be helpful if you could drop your Superhub into modem mode and test your gaming wired to see if this makes any difference.

 

Speak to you soon.

 

 

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Message 5 of 24
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Re: Downgraded from 200mb to 50mb, consistent increased ping and spiking across various games since.

I use it wired all of the time, I can try out modem mode however others in my house use the WiFi from time to time (this isn't the cause of the issues, I have spent a fair bit of time checking and confirming this), so if it does help, it would unfortunately not be a solution.

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Message 6 of 24
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Re: Downgraded from 200mb to 50mb, consistent increased ping and spiking across various games since.

Still no progress whatsoever.

The tech support I have been in contact with has informed me that you should be aware that there are issues regarding a node belonging to VM.

Node: brhm-bb-1c-ae0-0.network.virginmedia.net

This is where such high packet loss and a rather high latency is coming from.

I would appreciate it if you could monitor it and see if you can give me any updates regarding the progress of this issue as getting this kind of faulty service is incredibly frustrating and simply shouldn't happen.

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Message 7 of 24
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Re: Downgraded from 200mb to 50mb, consistent increased ping and spiking across various games since.

Hi Kieron,

 

Thanks for the update, appreciate the suggestion for modem mode isn't a long term solution, just a diagnostic step to help identify where the latency issues lie, if you're able to try this it would be helpful.

 

I'm not aware of any issue around Node: brhm-bb-1c-ae0-0.network.virginmedia.net you mention, did tech support give a fault reference for this so we can check and monitor the situation?

 

Kind Regards

 

 

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Message 8 of 24
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Re: Downgraded from 200mb to 50mb, consistent increased ping and spiking across various games since.

No they did not, as stated this is not VM tech support, but the Network Diagnostics support team from Riot Games. There most certainly is some kind of issue because there has been no change whatsoever in my situation, and it's rather frustrating paying for something that I cannot use for what I bought it for.

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Re: Downgraded from 200mb to 50mb, consistent increased ping and spiking across various games since.

The issue has only been getting worse, I would appreciate having some update regarding it, as using the internet has become nothing other than an annoyance at this point and the lack of a solution only makes it worse.

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Message 10 of 24
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Re: Downgraded from 200mb to 50mb, consistent increased ping and spiking across various games since.

Hi Kieron,
 
I can understand your frustration, though I've double checked your connection and apart from the odd spike in peak time traffic on your cable all looks in good shape from this end. If you're able to let us know the exact date and time of any further ping spikes/latency we can cross reference this with the network data here to see if there is any correlation.
 
It may also be helpful, to provide traceroute results to the game servers affected both when all is okay and again when latency is apparent.
 
Trying the suggested modem mode would also be appreciated.
 
Thanks
 
 
 
 
 
 
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