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mjhoward
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Lag/Freezing in games

I've been trying to play Overwatch and Rocket League online since Wednesday and have been having numerous connection issues.

In Overwatch, I will find myself unable to move in any direction for a second or two, then often get rolled back to a previous position. This seems to happen every 10-30 seconds. During this, I get symbols on the screen in game, which indicate packet loss and poor connection to the server according to the internet.

When playing Rocket League I get problems on a similar interval, where the car won't react properly to my input, and then I'll get rolled back to an earlier position. Similarly, I get a connection issue icon on screen at the time this happens.

My network settings are as follows:

Lock Status Channel ID Frequency Modulation Rx Power RxMER Pre RS Errors Post RS Errors
Locked8291000000 Hz256 QAM5.2 dBmV 37.1 dB3151023394
Locked5267000000 Hz256 QAM5.0 dBmV 36.8 dB3189923685
Locked6275000000 Hz256 QAM5.1 dBmV 36.8 dB3167923480
Locked7283000000 Hz256 QAM5.2 dBmV 37.1 dB3226924122
Locked9299000000 Hz256 QAM5.1 dBmV 37.4 dB3272324683
Locked10307000000 Hz256 QAM5.2 dBmV 37.4 dB3261124488
Locked11315000000 Hz256 QAM5.3 dBmV 37.4 dB3218124094
Locked12323000000 Hz256 QAM5.2 dBmV 37.1 dB3289224752

 

Upstream Channels Lock Status Channel ID Frequency Modulation Tx Power Mode Channel Bandwidth Symbol Rate
Locked8723600000 HzATDMA46.3 dBmV64QAM6400000 Hz5120 Ksym/sec
NotLocked00 Hz 0 dBmV  0 Ksym/sec
NotLocked00 Hz 0 dBmV  0 Ksym/sec
Locked8536800000 HzATDMA47.0 dBmV64QAM6400000 Hz5120 Ksym/sec

 

My network log has repeated instances of this, I don't know if it's important:

Date Time Error Number Error Description

27/05/201622:10:50 GMT84000500SYNC Timing Synchronization failure - Loss of Sync
27/05/201622:10:49 GMT84000500SYNC Timing Synchronization failure - Loss of Sync
27/05/201622:10:48 GMT84000500SYNC Timing Synchronization failure - Loss of Sync

 

Browsing the web doesn't seem badly affected. Web pages or streaming video appears to occasionally take a little longer to start loading/playing, but is fine after.

I'm on up to 100Mbps download, but normally only get about 65. I've tested and seen it drop to 30-45Mbps a few times in the last couple of days, before going back up again.

 

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Re: Lag/Freezing in games

Hey mjhoward,

I'm sorry to hear you're suffering problems when trying to play Overwatch and Rocket League online currently.

I've run some tests and it appears there's currently a fault in the area, this is responsible for connection drops and packet loss at the moment. The fault reference is F004472388 and our engineers are currently working to get things sorted as soon as possible. We should know more on this issue over the next few days, I'd recommend keeping an eye on things for the time being.

Kev

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mjhoward
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Re: Lag/Freezing in games

It's gotten much worse:

5360839409

 http://www.thinkbroadband.com/ping/share/e0e14cbe67076b3d328e58dab90dcacd-28-05-2016.html

e0e14cbe67076b3d328e58dab90dcacd-28-05-2016

 

Downstream Channels
Lock Status Channel ID Frequency Modulation Rx Power RxMER Pre RS Errors Post RS Errors
Locked 8 291000000 Hz 256 QAM 4.3 dBmV 37.4 dB 17303 11816
Locked 1 235000000 Hz 256 QAM 4.5 dBmV 37.6 dB 7646 2097
Locked 2 243000000 Hz 256 QAM 4.3 dBmV inf dB 4178 1433
Locked 3 251000000 Hz 256 QAM 4.2 dBmV 37.4 dB 8525 3134
Locked 4 259000000 Hz 256 QAM 4.4 dBmV 37.9 dB 8507 3082
Locked 5 267000000 Hz 256 QAM 4.2 dBmV 37.4 dB 9387 4027
Locked 6 275000000 Hz 256 QAM 4.2 dBmV 37.6 dB 9303 3857
Locked 7 283000000 Hz 256 QAM 4.3 dBmV 37.6 dB 9359 3971

Upstream Channels
Lock Status Channel ID Frequency Modulation Tx Power Mode Channel Bandwidth Symbol Rate
Locked 87 23600000 Hz ATDMA 47.0 dBmV 64QAM 6400000 Hz 5120 Ksym/sec
NotLocked 0 0 Hz 0 dBmV 0 Ksym/sec
NotLocked 0 0 Hz 0 dBmV 0 Ksym/sec
Locked 85 36800000 Hz ATDMA 47.8 dBmV 64QAM 6400000 Hz 5120 Ksym/sec

 

 

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Re: Lag/Freezing in games

Hey mjhoward,

I'm sorry to hear you're suffering problems when trying to play Overwatch and Rocket League online currently.

I've run some tests and it appears there's currently a fault in the area, this is responsible for connection drops and packet loss at the moment. The fault reference is F004472388 and our engineers are currently working to get things sorted as soon as possible. We should know more on this issue over the next few days, I'd recommend keeping an eye on things for the time being.

Kev

The do's and don'ts. Keep the community welcoming for all. Follow the house rules


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mjhoward
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Re: Lag/Freezing in games

Thanks Kev.

I've been having this huge packet loss for a week now, and the service status page reported that there are no issues all that time, even though there's a fault number. How come?

The fix date given to me for the fault has been pushed back once already, hopefully it does get fixed on the 2nd June.
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mjhoward
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Re: Lag/Freezing in games

My connection was more usable for a few hours last night, so was I cautiously hopeful there'd been some progress.

Unfortunately it was worse this morning with 80% packet loss, before I lost my connection completely. The fix date has been pushed back once already, so I hope this one is accurate.
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Re: Lag/Freezing in games

Hi mjhoward,

 

Thanks for coming back to us. Sorry you were still having issues the other day.

 

These types of faults are more specific to the CMTS and Cable you're connected to and not area so that's why it wasn't showing on the service status page.

 

I've checked the fault reference F004472388 and I can see it has been closed down as resolved. How are things looking now?

 

If you continue to have issue then please post another TBB graph.

 

Thanks


Rich
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mjhoward
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Re: Lag/Freezing in games

Hi Rich, yes my connection has been much improved for the last 5-6 days. VOIP & gaming connections have been very stable.
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Re: Lag/Freezing in games

Hey mjhoward

 

Just wanted to pop in to thank you for taking the time to get back to us about this, if anything changes we'll be here to help.

 

Take care

Craig


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Watnest
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Re: Lag/Freezing in games

I have been experiencing almost identical problems to mjhoward, especially in rocket league where my experience has been exactly the same over the past week or so.

Similarly to mjhoward, browsing the internet/video streaming does not seem affected that much but any time that I want to play on a game server I will experience these internet "drops" consistently. It's very disruptive and pretty much just ruins my experience.

Any help or advice on this issue would be greatly appreciated.

Thanks,

Tom

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Re: Lag/Freezing in games

Hi Watnest, 

 

Welcome to the forums, I'm sorry to see you have been having trouble with your connection when gaming. 

 

Looking at the connection things seem to be ok from this side.

 

Are you using a wired or a wireless connection? If wireless try wired, pop the hub into modem only mode and the computer into safe mode with networking and let us know if it makes a difference. 

 

It may also be helpful to see a TBB Graph. (please be aware link is external and we're not responsible for its contents). 

 

Speak to you soon. 

 

Emma


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