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cicerojoens
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Frequent disconnects when playing SWTOR. Packet loss always from same router.

Hi all,

 

I play Star Wars: The Old Republic and lately I keep getting disconnected from it every few minutes. Late at night seems to be a bit better but the problem is still there and nothing else internet-related is affected.

 

I've done the usual checks to my machines (it happens to two machines of different spec, one of which I played on for years without problems and nothing has changed on it), I've rebooted my router etc.

 

I downloaded Pingplotter and had it running and I can see that every time I get disconnected the problem is coming from the same machine: 62.254.42.10 brnt-bb-1c-ae1-0.network.virginmedia.net.

 

I rang Virgin technical support but was told that because this was happening on hop 4 it was nothing to do with Virgin as it was outside of their network and it was "impossible" to do anything about. I asked if there was any way Virgin could contact the machine's operator but from then on the conversation just became circular: "not our problem."

 

Could anyone shed any light on this or suggest a course of action here?

 

Cheers

 

 

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shauneeb
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Re: Frequent disconnects when playing SWTOR. Packet loss always from same router.

They're lying, that hop server IP is listed as theirs, if it was outside their network it wouldn't have their name on it?

It might have been beyond that specific tech supports jurisdiction but they should still at least have the details or an idea of how to get in touch with the particular admin/party responsible for that server to sort it out?

 

"not our problem" is a "cop-out/pass the buck" poor answer from lazy inadequate/incompetent customer service that should be striving to do more.

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Re: Frequent disconnects when playing SWTOR. Packet loss always from same router.

Hi Cicerojoens,

 

That server is one of ours. Could you post a full traceroute for us to take a look at? I've checked your connection and everything looks fine with your own connection. Power levels, SNR and contention are all healthy.

Could you also post a traceroute while in modem mode so that we can compare?


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cicerojoens
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Re: Frequent disconnects when playing SWTOR. Packet loss always from same router.

Hi John,

 

Thanks for your reply. My traceroutes to the games servers are below. Two things to note:

 

1. The games server IPs change every time I connect but this doesn't seem to be related.
2. Hop 3 always times out regardless of whether I am connected to the games server or not.

 

Here's a good one when the connection is okay:

 

Tracing route to 159.153.77.225 over a maximum of 30 hops

 

  1   247 ms    84 ms    24 ms  cpc13-sout7-2-0-gw.20-1.cable.virginm.net [92.236.212.1]
  2    10 ms    15 ms     8 ms  basl-core-2a-xe-311-0.network.virginmedia.net [82.2.244.177]
  3     *        *        *     Request timed out.
  4    14 ms    13 ms    20 ms  brnt-bb-1c-ae0-0.network.virginmedia.net [62.254.42.198]
  5    38 ms    17 ms    11 ms  m686-mp2.cvx1-b.lis.dial.ntli.net [62.254.42.174]
  6    47 ms    14 ms    11 ms  213.46.174.118
  7    14 ms    19 ms    17 ms  ldn-bb3-link.telia.net [62.115.134.134]
  8    32 ms    65 ms    24 ms  dln-b1-link.telia.net [80.91.249.134]
  9    25 ms    29 ms    32 ms  bioware-ic-147166-dln-b3.c.telia.net [80.239.192.78]
 10    28 ms    45 ms    32 ms  159.153.72.42
 11    36 ms    31 ms    36 ms  159.153.77.225

 

Trace complete.

 

And this was taken moments after I was disconnected:

 

Tracing route to 159.153.77.240 over a maximum of 30 hops

 

  1   106 ms    10 ms    78 ms  cpc13-sout7-2-0-gw.20-1.cable.virginm.net [92.236.212.1]
  2    12 ms    16 ms     9 ms  basl-core-2b-xe-311-0.network.virginmedia.net [82.2.244.185]
  3     *        *        *     Request timed out.
  4     *        *        *     Request timed out.
  5    13 ms    20 ms    22 ms  brnt-bb-1c-ae0-0.network.virginmedia.net [62.254.42.198]
  6    13 ms    14 ms    11 ms  m686-mp2.cvx1-b.lis.dial.ntli.net [62.254.42.174]
  7    15 ms    12 ms    14 ms  213.46.174.118
  8    12 ms    14 ms    14 ms  ldn-bb2-link.telia.net [62.115.140.244]
  9    61 ms    88 ms    46 ms  dln-b1-link.telia.net [213.155.136.121]
 10   104 ms    39 ms    39 ms  bioware-ic-147166-dln-b3.c.telia.net [80.239.192.78]
 11   101 ms    51 ms    41 ms  159.153.72.42
 12    94 ms    45 ms    36 ms  159.153.77.240

 

Trace complete.

 

As I said before, using PingPlotter reports complete packet loss from hop 4 onwards.

 

Any help appreciated.

Cheers

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Re: Frequent disconnects when playing SWTOR. Packet loss always from same router.

Hi Cicerojoens,

 

Thanks for posting those for us. I would'nt worry about hop 3. If it never responds it typically means that server is set not to respond to requests, the hops after look fine and the traces complete with good time. The 2nd trace does have a higher latency but only at the telia end though that ping would still shouldn't drop you offline. 

The Brnt-bb hop gives good times in both traces so it's likely the ping plotter is picking up that hop 3 is ignoring pings. 

What concerns me more is the 1st hope having such varying ping results, typically we see this when connected wirelessly or when there are issues at your end. 

Were these traces done over wireless?


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