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EricDraven
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Chess.com

Hi, wondering if anyone here could help me out.

I'm struggling with chess.com; I've been through their help system and after several emails with their tech support, they've concluded it's my ISP's issue.

Basically, I can use their site just fine, no lag on the forums, chess against a computer etc. etc. However as soon as I play 'live' chess against another human player, my connection is dropping every ~10 seconds and only refreshing the page brings it back (for another ~10 seconds). It's making the site unusable as I always run out my clock refreshing the page to reconnect.

I've run a traceroute at their request and here it is:

Tracing route to chess.com [34.117.44.137]
over a maximum of 30 hops:

1 4 ms 3 ms 4 ms routerlogin.net [192.168.0.1]
2 * * * Request timed out.
3 12 ms 17 ms 10 ms midd-core-2b-xe-813-0.network.virginmedia.net [62.254.64.249]
4 * * * Request timed out.
5 26 ms 41 ms 25 ms tcl5-ic-4-ae5-0.network.virginmedia.net [62.252.192.246]
6 28 ms 27 ms 27 ms 74.125.146.216
7 * * * Request timed out.
8 21 ms 21 ms 24 ms 137.44.117.34.bc.googleusercontent.com [34.117.44.137]

Trace complete.

And from this they concluded it was my ISP's issue.
Any advice? Thanks in advance.

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Gareth_L
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Message 2 of 11
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Re: Chess.com

Hello EricDraven

Sorry to hear this is happening.

Thanks for bringing this matter to our attention though.

Can I ask if this is happening on all devices and if it happens on a different wifi network?

Gareth_L

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Anonymous
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Message 3 of 11
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Re: Chess.com

nothing wrong with that traceroute
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EricDraven
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Re: Chess.com

Hi,

 

It's on all devices on this network, but those same devices are able to play normally on different networks.

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Ashleigh_C
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Message 5 of 11
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Re: Chess.com

Thank you so much @EricDraven

 

Can I ask if this is only when connected to WiFi or have you tried accessing the site on a wired connection also? Can I also ask if you have tried alternative browsers? 

 

Thank you. 

Ash_C
Forum Team



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EricDraven
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Message 6 of 11
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Re: Chess.com

I haven't had the chance to test with a wired connection yet but I'll see what I can do.

I've tried multiple browsers; usually I'm on Firefox but I've also tried it on Chrome, which is apparently what the site works best on but still gives the same issues.

Thanks for the help so far.

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ToffeeSurprise
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Message 7 of 11
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Re: Chess.com

Suspect the most likely issue would be the web application is trying to establish a connection using a particular port and failing, and when you refresh it initially reconnects the session over a standard port such as 443.

Is UPnP enabled in your Super Hub settings?

Have chess.com advised how the application works?

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EricDraven
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Message 8 of 11
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Re: Chess.com

UPnP is enabled, I've emailed them and am waiting on a reply.
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EricDraven
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Message 9 of 11
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Re: Chess.com

Hi, chess.com tech support have gotten back to me.

They're insisting that the traceroute is showing I have 'a connection issue with my ISP'

To quote "I was previously an internet technician before I came to work at Chess.com and I can assure you that it's never good to see "request timed out" on a traceroute."

They've also had me run a Packet Loss test, which showed 0% when pinging chess.com and google.com

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Anonymous
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Re: Chess.com

i guess this is why he is no longer an "internet technician"

Its perfectly normal to see 100% timouts. Routers like any firewalls can be set tpo block ICMP packets so pings do not respond.

The fast that the connection carries on though t proves that you are not losing 100% of traffic and its going though.

Much like you can set your router to block or allow pings from the internet doesn't effect your use of the connection many routers online do the same to limit the load on the CPU.

Clearly, Chess.com has no idea what they are talking about.

if hop 7 is dropping 100% of traffic how did you reach hop 8 🙂



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