Eve Online Connection Issues (Fault Ticket = F009669229 RESOLVED)

[kc9400]

Experiencing connection issues with Eve Online.

There's also a thread here on the Eve Forums. https://forums.eveonline.com/t/connection-lost/351050/43 

Maybe someone from VM can offer up some advice?

[MOD Update:

This issue has been reported to our IT Team to investigate. Edit - ticket F009669229

Edit 07/03 - ticket resolved]

[Cade]

CCP are in active contact with both Cloudfare and VM now, and VM have elevated their internal ticket.

If EVE players can run traceroutes during those 4 main times, we may be able to provide them with more accurate data and get this fixed sooner.

[Kei_M]

Hi all,

Thanks for your patience on this matter, we're currently working with CCP Games, CloudFlare, and one of our parent companies in Liberty Global in order to find a fix for this. We've taken all the information you've provided us and we've included it on the ticket and if there's anything else you feel may help us then we'll add this as well.

We'll let you know when we receive an update or if we need any further information and we appreciate your understanding on this matter,

Thanks,

[Daz9001]

CCP are checking the trace route.

Mine today has disconnect 3 times within space of an hour.

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

1 2 ms 1 ms 2 ms 192.168.0.1
2 11 ms 10 ms 9 ms 10.53.32.217
3 9 ms 8 ms 8 ms leed-core-2a-ae40-0.network.virginmedia.net [80.0.55.189]
4 * * * Request timed out.
5 * * * Request timed out.
6 * * * Request timed out.
7 19 ms 21 ms 18 ms m674-mp2.cvx1-b.lis.dial.ntli.net [62.254.42.162]
8 21 ms 20 ms 20 ms 213.46.182.162
9 23 ms 27 ms 23 ms adm-bb4-link.ip.twelve99.net [62.115.137.64]
10 22 ms 31 ms 23 ms brx-b4-link.ip.twelve99.net [62.115.116.231]
11 * * * Request timed out.
12 23 ms 30 ms 21 ms 172.65.201.188

Trace complete.

[ChrisGUK]

@Kei_M

We appreciate we can't get detailed reports but having you actually tell us its being investigated and not being ignored on the Virgin end is what we needed.

Being communicated with is all we're asking, well aside from a fix obviously, so your post is appreciated to keep us with some information.

[Cade]

Well, they've changed something.

As well as Amsterdam, our data is now going via Stockholm too.
And the disconnects are getting more frequent.

I'd strongly suggest getting a free trial of a VPN until VM and Cloudfare fix this issue.

[xennu]

Any explanation as to why virgin are routing traffic out of the UK rather than handing it off to cloudfare in the UK?

[LeroyUK]

I've noticed that other Cloudflare clients (AO.com, Discord and a few others) websites are routing from London to Bristol then Wigan and then Amsterdam (and sometimes Stockholm).

For example: AO.com

3 12 ms 16 ms 9 ms 10.112.32.133
4 14 ms 17 ms 12 ms basl-core-2a-xe-101-0.network.virginmedia.net [80.1.81.181]  < London
5 14 ms 17 ms 12 ms basl-core-2b-ae1-0.network.virginmedia.net [81.96.0.154]  < Bristol
6 * * * Request timed out.
7 39 ms 35 ms 22 ms m674-mp2.cvx1-b.lis.dial.ntli.net [62.254.42.162]   < Wigan
8 32 ms 20 ms 19 ms 213.46.182.162   < Amsterdam
9 26 ms 23 ms 20 ms adm-bb4-link.ip.twelve99.net [62.115.137.64]     < Amsterdam
10 25 ms 28 ms 21 ms adm-b10-link.ip.twelve99.net [62.115.120.229]    < Amsterdam
11 33 ms 21 ms 20 ms cloudflare-ic342028-adm-b10.ip.twelve99-cust.net [62.115.172.231]   < Stockholm
12 23 ms 25 ms 23 ms 104.18.220.76

[DeTon8R]

The routing has now changed

From CCP Explorer:

You should now be getting routes that go directly to the nearest Cloudflare PoP, of which there are 3 in the UK: Edinburgh, Manchester, London – so depending on if you are in the north, south or center of the island then you should get the different PoPs and your route should stay that way during your EVE play session.

Using one of the trace routes from above for some quick analysis and details to you, patient EVE players:

3 12 ms 11 ms 10 ms bagu-core-2a-ae70-650.network.virginmedia.net [213.106.214.185]

4 * * * Request timed out.
5 12 ms 16 ms 13 ms tcma-ic-2-ae9-0.network.virginmedia.net [62.253.174.178]
6 22 ms 42 ms 37 ms 162.158.32.254
7 16 ms 16 ms 18 ms 162.158.32.11
8 18 ms 18 ms 14 ms 172.65.201.188

You will note that there is no more Telia in between Virgin Media and Cloudflare, no more Liberty Global, and no more Amsterdam.

Rather in hops 5 and 6 above the route goes from 62.253.174.178 @ AS 5089 (Virgin Media) to 162.158.32.254 @ AS 13335 (CloudFlare) in a direct peering; and that direct peering appears to happen in Manchester.

From what we can tell from this all the direct peering between Virgin Media and Cloudflare was down because of a prefix limit. It was automatically brought back up regularly to see if the prefix limit had become OK, which it wasn’t and it was taken back down again. That limit has been increased and the connection is under monitoring.

I will be monitoring metrics on my side, will hopefully be able to post a final update tomorrow, fingers crossed.

I have many favours to ask of you:

• I need you to tell us if your play session is now more stable.
• Can you find other Cloudflare clients that you are using (Discord is one, what else do you know of that you use) and check the routes for them; they should have changed.
• Can someone update Eve Online Connection Issues (Fault Ticket = F0096... - Virgin Media Community - 4951509 and reference my last two posts here (this one and the “Right, now I’m interested in hearing if you are all getting new routes?” above).

Eve forum thread is at https://forums.eveonline.com/t/20220225-connection-issues-uk/351264/431

[Cade]

Initial testing seems fine.
Nobody has been reporting mass disconnects since about 2pm UTC.
Well done to the EVE Online tech guys, Virgin Media and Cloudfare for communicating and working together well over the last few days.
And well done to the players for logging your route traces; that really helped identify the problems.

[webzuma]

I still have the constant disconnect issue but Virgin closed my support ticket! I’m currently only able to play Eve Online using a VPN connection.