Forum Discussion

VQuery's avatar
VQuery
Joining in
5 months ago

Eve Online Disconnection Problems Sep 24

Hi 

in 2022 i too suffered from the disconnection problem with EVE online.

3 weeks ago it started all over again, and i have spent the last couple of weeks going through my computer, the eve installation and checking everything that the technical people at EVE could think of.

Finally they have come back with nothing wrong with my connection to the broadband, nothing wrong with my computer and nothing wrong with the installation of the game, and that the only place they could possibly see a problem is through the route the info takes between me and eve.

Can you look into it please.

Full diagnostics requested by EVE online are available if needed.

Tracing route to d638e439e07f413c97200d057e5ebd05.pacloudflare.com [172.65.201.188]
over a maximum of 30 hops:

1 2 ms 2 ms 2 ms 192.168.0.1
2 10 ms 9 ms 9 ms 10.53.34.73
3 10 ms 11 ms 11 ms croy-core-2b-ae32-650.network.virginmedia.net [82.2.243.177]
4 * * * Request timed out.
5 * * * Request timed out.
6 21 ms 23 ms 23 ms eislou2-ic-3-ae0-0.network.virginmedia.net [94.174.238.226]
7 36 ms * 24 ms 141.101.71.40
8 18 ms 20 ms 29 ms 141.101.71.107
9 20 ms 20 ms 21 ms 172.65.201.188

Trace complete.

 

  • Adduxi's avatar
    Adduxi
    Very Insightful Person
    5 months ago

    Your trace shows a connection from you to the destination IP address?  This is not showing any problems with the connection.

  • Matthew_ML's avatar
    Matthew_ML
    Forum Team
    4 months ago

    Hey VQuery, thank you for reaching out and I am sorry to hear this, also a warm welcome to the community.

    I have run some tests from our side and everything is look fine with the connection.

    Do you have the destination IP address?

    • VQuery's avatar
      VQuery
      Joining in
      4 months ago

      Hi.

      Tracing route to d638e439e07f413c97200d057e5ebd05.pacloudflare.com [172.65.201.188]
      over a maximum of 30 hops:
      0 DESKTOP-1MS2T33.cable.virginm.net [192.168.0.106]
      1 192.168.0.1
      2 10.53.34.73
      3 croy-core-2b-ae32-650.network.virginmedia.net [82.2.243.177]
      4 * * *
      Computing statistics for 75 seconds...
      Source to Here This Node/Link
      Hop RTT Lost/Sent = Pct Lost/Sent = Pct Address
      0 DESKTOP-1MS2T33.cable.virginm.net [192.168.0.106]
      0/ 100 = 0% |
      1 1ms 0/ 100 = 0% 0/ 100 = 0% 192.168.0.1
      0/ 100 = 0% |
      2 --- 100/ 100 =100% 100/ 100 =100% 10.53.34.73
      0/ 100 = 0% |
      3 13ms 0/ 100 = 0% 0/ 100 = 0% croy-core-2b-ae32-650.network.virginmedia.net [82.2.243.177]

      Trace complete.

      So that would be [172.65.201.188]

       

       

      • Matthew_ML's avatar
        Matthew_ML
        Forum Team
        4 months ago

        Okay thank you.

        What error is it giving you when you try?

        Have you tried this from a different browser / device?

        Are you getting 504 gateway timeout? 

  • VQuery's avatar
    VQuery
    Joining in
    4 months ago

    sorry for the late reply, but i had to give it a good test.

    For the last three days i have been running eve using my mobile phone provider , and although it trashed my data usage on three, i did not suffer any stuttering or disconnects , so its definately virgin that is having a problem somewhere.

    I even spent a few hours at a relatives house that use basic sky, and that also never had any problems.

    So i have no idea what part of the routing is causing a problem.

    • Zach_R's avatar
      Zach_R
      Forum Team
      4 months ago

      Hi VQuery,

      To clarify, with each of these devices and/or alternative connections you've mentioned, you're still connecting to and playing EVE?

      On your connection with us, are you experiencing any problems doing anything other than playing EVE?

      Thanks,
       

      • VQuery's avatar
        VQuery
        Joining in
        4 months ago

        Streaming does have a bit more buffering, and prime quite often drops quality in the last month, plus chrome does occasionally pause when connecting to a site. So yes, there are other problems, but nothing as disruptive as when they happen when gaming.

        possibly a silly question, could it be anything to do with the SH 5 and good point and i must try, using the laptop on LAN, if it still occurs at least it will have got rid of one possibility.

  • VQuery's avatar
    VQuery
    Joining in
    3 months ago

    I know, its a conundrum, it does seem to occur more at weekends and no, i dont use a vpn for personal work, but have to for work for security purposes, but that is on a completely different work laptop.

    All thats left , is to phone your customer services, get them to remote check out the superhub, and get them to send an engineer to check and clean the connection in the box outside, as the box hasnt been touched since it was installed god that must be 19 odd years ago.

    • VQuery's avatar
      VQuery
      Joining in
      3 months ago

      Well i would do, if i could get a human to answer the phone at virgin in the uk, auto system has a few options for whats wrong and when you do get to book a visit you get shunted to whats app, told to say "Hi" and then it goes to nothing.will try again tomorrow.

      • Alex_RM's avatar
        Alex_RM
        Forum Team
        3 months ago

        Hi VQuery,

        I've had a look at things from our side, and it looks like you're currently affected by an issue. 

        We’ve starting our monitoring and will check your connection over the next 24 hours. Once we’ve completed our checks, we’ll send you a text update to the mobile number on your account.

        If everything is back to normal we’ll let you know, but if we find there is still an issue we’ll arrange a service visit by one of our engineers to run additional checks.

        Alex_Rm

  • VQuery's avatar
    VQuery
    Joining in
    3 months ago

    Just to let you know, the problem seemed to settle down over the weekend,, but the engineer arrived an hour ago and replaced heavily corroded connections and replaced the 19yr old box on the wall outside.

    just before he left , he did a check on the connection status and it has had 1 minor disconnection since saturday, but going back a week , well the week before there were more than 2500 minor disconnections, and the same going back to the time i first noticed the problem.the little daily bars were more red than clear. 

    Am a little surprised that help online at Virgin never spotted that.

    Hopefully now its all sorted but should it go T**s up again i will let you know.

     

    • Ashleigh_C's avatar
      Ashleigh_C
      Forum Team
      3 months ago

      Thank you for popping back and let us know VQuery it's great to hear things are looking better and the engineer was able to replace some outdated cabling. 

      Are you able to monitor this for us and let us know how things are looking going forward?

      • VQuery's avatar
        VQuery
        Joining in
        3 months ago

        Trust me , if it goes pants again, you will be the first to know.