Tech Support - Please Help Me - Broadband Connectivity Issues Since Moving Home

[AdamC]

Having just read several threads that sound very consistent with my issue, I'm not entirely sure that having just moved home is of any relevance, but I feel it prudent to point out as when I moved my modem was swapped for a new one (same model) due to the old one being blocked remotely.

As reported by other users recently, my 20Mb fibre-optic broadband connection has been erratic and unreliable for the last 7-10 days, most noticeably when playing online games. I know this is not an issue with the game itself as other users online from all over the UK report no server issues, and none are noted by game admin staff. There is a perpetual and severe lag making it impossible to take part.

Sometimes speed seems normal when browsing or downloading, but can rapidly grind to a halt or disconnect all together for no apparent reason.

Again, like other users I experienced a near-robotic level of service from the technical call centre overseas who seem to do no actual thinking of their own and merely follow a tick list for the most basic of issues. Rebooting does not solve everything!
Please can a moderator private message me to request any further information you need from me to investigate this issue. I see no point wasting additional time speaking to the tech support line as we were not getting anywhere fast.
Thanks in advance.

[apcyberax]

if you know the ip of your game server you connect to please try tracert GAMEIP from the command line and post the results

Can you also tracert bbc.co.uk

also try and ping the game server 100 times if it allows pings and see if you get any spikes or dropped packets

ping -n 100 GAMEIP

please post the results here and lets see if anyone has any ideas to help you win at your games

[AdamC]

Thanks. Will have to try this evening when back from work. Any idea how I can find out the IP of the game server??

[apcyberax]

not sure how you'd get your game server ip. i though you might of known it. 

is it only the one server you have problems with. you might be connecting to a server along away way. 

please try the ping and tracert on bbc.co.uk and post the results it will get things started.

what came are you playing and whats the server name i might be able to find the ip

[AdamC]

The game is Star Trek Online. I've done some digging online and looks as though the developers don't want to make the server IP public knowledge - you may have more luck though. Obviously I connect to the European server, which has always worked perfectly in the past.

I'll post the ping and trace results this evening.

[apcyberax]

i know it well, I cancalled mine after 1 month cus there servers were overloaded and buggy. Hope its improved. 

one of there game server ip is 208.95.184.252

try the ping on there

[AdamC]

OK, here is a ping to bbc.co.uk:

Pinging bbc.co.uk [212.58.224.138] with 32 bytes of data:
Reply from 212.58.224.138: bytes=32 time=41ms TTL=120
Reply from 212.58.224.138: bytes=32 time=67ms TTL=120
Reply from 212.58.224.138: bytes=32 time=51ms TTL=120
Reply from 212.58.224.138: bytes=32 time=15ms TTL=120
Reply from 212.58.224.138: bytes=32 time=301ms TTL=120
Reply from 212.58.224.138: bytes=32 time=106ms TTL=120
Reply from 212.58.224.138: bytes=32 time=312ms TTL=120
Reply from 212.58.224.138: bytes=32 time=758ms TTL=120
Reply from 212.58.224.138: bytes=32 time=549ms TTL=120
Reply from 212.58.224.138: bytes=32 time=61ms TTL=120
Reply from 212.58.224.138: bytes=32 time=15ms TTL=120
Reply from 212.58.224.138: bytes=32 time=16ms TTL=120
Reply from 212.58.224.138: bytes=32 time=167ms TTL=120
Reply from 212.58.224.138: bytes=32 time=33ms TTL=120
Reply from 212.58.224.138: bytes=32 time=138ms TTL=120
Reply from 212.58.224.138: bytes=32 time=109ms TTL=120
Reply from 212.58.224.138: bytes=32 time=155ms TTL=120
Reply from 212.58.224.138: bytes=32 time=33ms TTL=120
Reply from 212.58.224.138: bytes=32 time=28ms TTL=120
Reply from 212.58.224.138: bytes=32 time=110ms TTL=120
Request timed out.
Reply from 212.58.224.138: bytes=32 time=47ms TTL=120
Reply from 212.58.224.138: bytes=32 time=155ms TTL=120
Reply from 212.58.224.138: bytes=32 time=63ms TTL=120
Reply from 212.58.224.138: bytes=32 time=119ms TTL=120
Request timed out.
Reply from 212.58.224.138: bytes=32 time=29ms TTL=120
Reply from 212.58.224.138: bytes=32 time=101ms TTL=120
Reply from 212.58.224.138: bytes=32 time=133ms TTL=120
Reply from 212.58.224.138: bytes=32 time=24ms TTL=120
Reply from 212.58.224.138: bytes=32 time=32ms TTL=120
Reply from 212.58.224.138: bytes=32 time=63ms TTL=120
Reply from 212.58.224.138: bytes=32 time=64ms TTL=120
Reply from 212.58.224.138: bytes=32 time=30ms TTL=120
Reply from 212.58.224.138: bytes=32 time=93ms TTL=120
Reply from 212.58.224.138: bytes=32 time=52ms TTL=120
Reply from 212.58.224.138: bytes=32 time=44ms TTL=120
Reply from 212.58.224.138: bytes=32 time=162ms TTL=120
Reply from 212.58.224.138: bytes=32 time=33ms TTL=120
Reply from 212.58.224.138: bytes=32 time=70ms TTL=120
Reply from 212.58.224.138: bytes=32 time=106ms TTL=120
Request timed out.
Reply from 212.58.224.138: bytes=32 time=36ms TTL=120
Reply from 212.58.224.138: bytes=32 time=41ms TTL=120
Reply from 212.58.224.138: bytes=32 time=26ms TTL=120
Reply from 212.58.224.138: bytes=32 time=174ms TTL=120
Reply from 212.58.224.138: bytes=32 time=80ms TTL=120
Reply from 212.58.224.138: bytes=32 time=37ms TTL=120
Reply from 212.58.224.138: bytes=32 time=60ms TTL=120
Reply from 212.58.224.138: bytes=32 time=32ms TTL=120
Request timed out.
Reply from 212.58.224.138: bytes=32 time=146ms TTL=120
Reply from 212.58.224.138: bytes=32 time=426ms TTL=120
Reply from 212.58.224.138: bytes=32 time=148ms TTL=120
Reply from 212.58.224.138: bytes=32 time=84ms TTL=120
Request timed out.
Reply from 212.58.224.138: bytes=32 time=36ms TTL=120
Reply from 212.58.224.138: bytes=32 time=49ms TTL=120
Reply from 212.58.224.138: bytes=32 time=16ms TTL=120
Reply from 212.58.224.138: bytes=32 time=17ms TTL=120
Request timed out.
Request timed out.
Reply from 212.58.224.138: bytes=32 time=17ms TTL=120
Reply from 212.58.224.138: bytes=32 time=175ms TTL=120
Reply from 212.58.224.138: bytes=32 time=38ms TTL=120
Reply from 212.58.224.138: bytes=32 time=110ms TTL=120
Reply from 212.58.224.138: bytes=32 time=79ms TTL=120
Reply from 212.58.224.138: bytes=32 time=152ms TTL=120
Reply from 212.58.224.138: bytes=32 time=329ms TTL=120
Reply from 212.58.224.138: bytes=32 time=87ms TTL=120
Reply from 212.58.224.138: bytes=32 time=644ms TTL=120
Reply from 212.58.224.138: bytes=32 time=355ms TTL=120
Reply from 212.58.224.138: bytes=32 time=280ms TTL=120
Reply from 212.58.224.138: bytes=32 time=26ms TTL=120
Request timed out.
Reply from 212.58.224.138: bytes=32 time=63ms TTL=120
Reply from 212.58.224.138: bytes=32 time=65ms TTL=120
Reply from 212.58.224.138: bytes=32 time=59ms TTL=120
Reply from 212.58.224.138: bytes=32 time=21ms TTL=120
Reply from 212.58.224.138: bytes=32 time=54ms TTL=120
Reply from 212.58.224.138: bytes=32 time=131ms TTL=120
Reply from 212.58.224.138: bytes=32 time=82ms TTL=120
Reply from 212.58.224.138: bytes=32 time=136ms TTL=120
Reply from 212.58.224.138: bytes=32 time=27ms TTL=120
Reply from 212.58.224.138: bytes=32 time=71ms TTL=120
Reply from 212.58.224.138: bytes=32 time=78ms TTL=120
Request timed out.
Request timed out.
Reply from 212.58.224.138: bytes=32 time=41ms TTL=120
Reply from 212.58.224.138: bytes=32 time=143ms TTL=120
Reply from 212.58.224.138: bytes=32 time=182ms TTL=120
Reply from 212.58.224.138: bytes=32 time=21ms TTL=120
Reply from 212.58.224.138: bytes=32 time=49ms TTL=120
Reply from 212.58.224.138: bytes=32 time=204ms TTL=120
Reply from 212.58.224.138: bytes=32 time=247ms TTL=120
Reply from 212.58.224.138: bytes=32 time=49ms TTL=120
Reply from 212.58.224.138: bytes=32 time=154ms TTL=120
Request timed out.
Reply from 212.58.224.138: bytes=32 time=46ms TTL=120
Reply from 212.58.224.138: bytes=32 time=57ms TTL=120

Ping statistics for 212.58.224.138:
    Packets: Sent = 100, Received = 89, Lost = 11 (11% loss),
Approximate round trip times in milli-seconds:
    Minimum = 15ms, Maximum = 758ms, Average = 114ms

Here is a tracert to bbc.co.uk:

Tracing route to bbc.co.uk [212.58.224.138]
over a maximum of 30 hops:

  1    41 ms     8 ms     *     10.108.132.1
  2    10 ms    81 ms   107 ms  pete-core-1a-ge-113-1111.network.virginmedia.net
 [81.100.32.57]
  3    13 ms    33 ms    86 ms  nrth-bb-1a-as6-0.network.virginmedia.net [212.43
.163.217]
  4    46 ms    16 ms    16 ms  nrth-bb-1b-ae0-0.network.virginmedia.net [62.253
.185.118]
  5    27 ms     *       79 ms  tele-ic-1-as0-0.network.virginmedia.net [62.253.
184.2]
  6   126 ms    52 ms    19 ms  pos6-1.rt0.thdo.bbc.co.uk [212.58.239.237]
  7    77 ms    80 ms    35 ms  212.58.238.153
  8   128 ms    16 ms    16 ms  virtual-vip.thdo.bbc.co.uk [212.58.224.138]

Trace complete.

And finally here is a ping to the STO server:

Tracing route to bbc.co.uk [212.58.224.138]
over a maximum of 30 hops:

  1    41 ms     8 ms     *     10.108.132.1
  2    10 ms    81 ms   107 ms  pete-core-1a-ge-113-1111.network.virginmedia.net
 [81.100.32.57]
  3    13 ms    33 ms    86 ms  nrth-bb-1a-as6-0.network.virginmedia.net [212.43
.163.217]
  4    46 ms    16 ms    16 ms  nrth-bb-1b-ae0-0.network.virginmedia.net [62.253
.185.118]
  5    27 ms     *       79 ms  tele-ic-1-as0-0.network.virginmedia.net [62.253.
184.2]
  6   126 ms    52 ms    19 ms  pos6-1.rt0.thdo.bbc.co.uk [212.58.239.237]
  7    77 ms    80 ms    35 ms  212.58.238.153
  8   128 ms    16 ms    16 ms  virtual-vip.thdo.bbc.co.uk [212.58.224.138]

Trace complete.

Do I assume correctly something is not right? I did this from work earlier and it was 100% both times.

[AdamC]

Sorry - for some reason the ping to STO didn't copy across:

Pinging 208.95.184.252 with 32 bytes of data:
Reply from 208.95.184.252: bytes=32 time=170ms TTL=118
Reply from 208.95.184.252: bytes=32 time=135ms TTL=118
Reply from 208.95.184.252: bytes=32 time=117ms TTL=118
Reply from 208.95.184.252: bytes=32 time=115ms TTL=118
Reply from 208.95.184.252: bytes=32 time=115ms TTL=118
Reply from 208.95.184.252: bytes=32 time=282ms TTL=118
Reply from 208.95.184.252: bytes=32 time=125ms TTL=118
Reply from 208.95.184.252: bytes=32 time=174ms TTL=118
Reply from 208.95.184.252: bytes=32 time=115ms TTL=118
Request timed out.
Reply from 208.95.184.252: bytes=32 time=115ms TTL=118
Reply from 208.95.184.252: bytes=32 time=267ms TTL=118
Reply from 208.95.184.252: bytes=32 time=156ms TTL=118
Reply from 208.95.184.252: bytes=32 time=288ms TTL=118
Reply from 208.95.184.252: bytes=32 time=146ms TTL=118
Reply from 208.95.184.252: bytes=32 time=167ms TTL=118
Request timed out.
Request timed out.
Reply from 208.95.184.252: bytes=32 time=147ms TTL=118
Reply from 208.95.184.252: bytes=32 time=165ms TTL=118
Reply from 208.95.184.252: bytes=32 time=138ms TTL=118
Request timed out.
Reply from 208.95.184.252: bytes=32 time=118ms TTL=118
Reply from 208.95.184.252: bytes=32 time=127ms TTL=118
Reply from 208.95.184.252: bytes=32 time=308ms TTL=118
Reply from 208.95.184.252: bytes=32 time=157ms TTL=118
Reply from 208.95.184.252: bytes=32 time=135ms TTL=118
Reply from 208.95.184.252: bytes=32 time=233ms TTL=118
Reply from 208.95.184.252: bytes=32 time=208ms TTL=118
Reply from 208.95.184.252: bytes=32 time=159ms TTL=118
Reply from 208.95.184.252: bytes=32 time=174ms TTL=118
Reply from 208.95.184.252: bytes=32 time=266ms TTL=118
Reply from 208.95.184.252: bytes=32 time=180ms TTL=118
Request timed out.
Reply from 208.95.184.252: bytes=32 time=222ms TTL=118
Reply from 208.95.184.252: bytes=32 time=231ms TTL=118
Reply from 208.95.184.252: bytes=32 time=144ms TTL=118
Reply from 208.95.184.252: bytes=32 time=154ms TTL=118
Request timed out.
Reply from 208.95.184.252: bytes=32 time=120ms TTL=118
Reply from 208.95.184.252: bytes=32 time=310ms TTL=118
Reply from 208.95.184.252: bytes=32 time=220ms TTL=118
Request timed out.
Reply from 208.95.184.252: bytes=32 time=256ms TTL=118
Reply from 208.95.184.252: bytes=32 time=275ms TTL=118
Reply from 208.95.184.252: bytes=32 time=203ms TTL=118
Reply from 208.95.184.252: bytes=32 time=200ms TTL=118
Request timed out.
Reply from 208.95.184.252: bytes=32 time=199ms TTL=118
Request timed out.
Reply from 208.95.184.252: bytes=32 time=122ms TTL=118
Reply from 208.95.184.252: bytes=32 time=117ms TTL=118
Reply from 208.95.184.252: bytes=32 time=258ms TTL=118
Request timed out.
Reply from 208.95.184.252: bytes=32 time=129ms TTL=118
Reply from 208.95.184.252: bytes=32 time=309ms TTL=118
Reply from 208.95.184.252: bytes=32 time=306ms TTL=118
Request timed out.
Reply from 208.95.184.252: bytes=32 time=157ms TTL=118
Reply from 208.95.184.252: bytes=32 time=218ms TTL=118
Reply from 208.95.184.252: bytes=32 time=187ms TTL=118
Request timed out.
Reply from 208.95.184.252: bytes=32 time=118ms TTL=118
Request timed out.
Reply from 208.95.184.252: bytes=32 time=152ms TTL=118
Reply from 208.95.184.252: bytes=32 time=134ms TTL=118
Reply from 208.95.184.252: bytes=32 time=114ms TTL=118
Request timed out.
Reply from 208.95.184.252: bytes=32 time=251ms TTL=118
Reply from 208.95.184.252: bytes=32 time=169ms TTL=118
Reply from 208.95.184.252: bytes=32 time=118ms TTL=118
Reply from 208.95.184.252: bytes=32 time=113ms TTL=118
Request timed out.
Reply from 208.95.184.252: bytes=32 time=193ms TTL=118
Request timed out.
Reply from 208.95.184.252: bytes=32 time=160ms TTL=118
Reply from 208.95.184.252: bytes=32 time=139ms TTL=118
Reply from 208.95.184.252: bytes=32 time=211ms TTL=118
Reply from 208.95.184.252: bytes=32 time=116ms TTL=118
Reply from 208.95.184.252: bytes=32 time=124ms TTL=118
Reply from 208.95.184.252: bytes=32 time=122ms TTL=118
Reply from 208.95.184.252: bytes=32 time=113ms TTL=118
Request timed out.
Reply from 208.95.184.252: bytes=32 time=140ms TTL=118
Request timed out.
Request timed out.
Reply from 208.95.184.252: bytes=32 time=191ms TTL=118
Reply from 208.95.184.252: bytes=32 time=210ms TTL=118
Reply from 208.95.184.252: bytes=32 time=271ms TTL=118
Request timed out.
Reply from 208.95.184.252: bytes=32 time=117ms TTL=118
Request timed out.
Reply from 208.95.184.252: bytes=32 time=166ms TTL=118
Reply from 208.95.184.252: bytes=32 time=143ms TTL=118
Reply from 208.95.184.252: bytes=32 time=276ms TTL=118
Reply from 208.95.184.252: bytes=32 time=134ms TTL=118
Reply from 208.95.184.252: bytes=32 time=117ms TTL=118
Reply from 208.95.184.252: bytes=32 time=166ms TTL=118
Reply from 208.95.184.252: bytes=32 time=164ms TTL=118
Reply from 208.95.184.252: bytes=32 time=200ms TTL=118

Ping statistics for 208.95.184.252:
    Packets: Sent = 100, Received = 79, Lost = 21 (21% loss),
Approximate round trip times in milli-seconds:
    Minimum = 113ms, Maximum = 310ms, Average = 176ms

[apcyberax]

you do seem to be losing some packets and indeed there is a peak at random times. 

All teh tracerts and pings you have done were all to the bbc site and not the game server but i see you are having some problems.

I notice your first timeout on the tracert was very close to you. 10.108.132.1 timed out once that should be your local computer as that is a local address.

Check all your connections are secure. the cable in the modem and in the wall as well as from the modem to the router(or pc)

also if you are using a router remove it and connect directly to the modem and try again. This might be as simple as a network cable lose or damaged.

[AdamC]

Checked all connections and all is OK. I'm using a direct ethernet connection from modem to PC.

Here is a ping and tracert to STO server in case u didn't see them:

Pinging 208.95.184.252 with 32 bytes of data:
Reply from 208.95.184.252: bytes=32 time=1026ms TTL=118
Request timed out.
Reply from 208.95.184.252: bytes=32 time=174ms TTL=118
Reply from 208.95.184.252: bytes=32 time=219ms TTL=118
Reply from 208.95.184.252: bytes=32 time=135ms TTL=118
Reply from 208.95.184.252: bytes=32 time=217ms TTL=118
Reply from 208.95.184.252: bytes=32 time=241ms TTL=118
Request timed out.
Reply from 208.95.184.252: bytes=32 time=124ms TTL=118
Request timed out.
Reply from 208.95.184.252: bytes=32 time=194ms TTL=118
Reply from 208.95.184.252: bytes=32 time=115ms TTL=118
Request timed out.
Reply from 208.95.184.252: bytes=32 time=203ms TTL=118
Reply from 208.95.184.252: bytes=32 time=115ms TTL=118
Reply from 208.95.184.252: bytes=32 time=283ms TTL=118
Reply from 208.95.184.252: bytes=32 time=170ms TTL=118
Request timed out.
Reply from 208.95.184.252: bytes=32 time=194ms TTL=118
Request timed out.

Ping statistics for 208.95.184.252:
    Packets: Sent = 20, Received = 14, Lost = 6 (30% loss),
Approximate round trip times in milli-seconds:
    Minimum = 115ms, Maximum = 1026ms, Average = 243ms

Tracing route to 208.95.184.252 over a maximum of 30 hops

  1     *        9 ms   112 ms  10.108.132.1
  2     9 ms   123 ms    40 ms  pete-core-1a-ge-113-1111.network.virginmedia.net
 [81.100.32.57]
  3     *      145 ms   152 ms  nrth-bb-1a-as6-0.network.virginmedia.net [212.43
.163.217]
  4   103 ms   213 ms    95 ms  fran-ic-1-as0-0.network.virginmedia.net [62.253.
185.81]
  5    38 ms    33 ms    65 ms  cr1.fra003.internap.net [80.81.194.45]
  6   132 ms   104 ms    32 ms  ams003-fra003-2-cr1.ams003.internap.net [77.242.
206.221]
  7    71 ms    92 ms   111 ms  ams003-lon005-4-cr2.lon005.internap.net [77.242.
206.241]
  8   115 ms     *      170 ms  bsn006-lon005-6-cr2.bsn006.internap.net [66.79.1
58.5]
  9   139 ms   190 ms   156 ms  cr1-cr2.bsn006.internap.net [66.79.147.13]
 10   111 ms   109 ms   141 ms  bsn004-bsn006-792-mpr1.bsn004.internap.net [66.7
9.145.34]
 11   148 ms   205 ms   111 ms  border12.te7-1-bbnet1.bsn.pnap.net [63.251.128.4
2]
 12     *        *      312 ms  cryptic-1.border12.bsn.pnap.net [63.251.130.10]

 13   114 ms     *      258 ms  208.95.184.252

Trace complete.