Virgin Media Community

[kmoly16]

For the past week or so I am having regular disconnects in World of Warcraft, every 30 minutes or so, which when playing with friends and/or raiding is becoming quite the annoyance. 

I have ran ping tests against blizzard's servers, used WinMTR and none of these are displaying any packet loss at all. 

I have removed all addons etc and any custom code that may be running through other addons and nothing seems to work. 

This is the only game I am having issues with. 

Any guidance or support is appreciated. 

[DreamOfCheese]

You can have Blizzard's servers run the tests against your IP using the Battle.net Looking Glass accessible via https://eu-looking-glass.battle.net/ , you can even choose the specific WoW realm to test.

I recommend posting your Hub downstream, upstream, and network log which is accessible via http://192.168.0.1 (or http://192.168.100.1 if you're in modem mode) and then selecting "Check router status" below the password box.
It may also be an idea to set up a ThinkBroadband BQM graph ( https://www.thinkbroadband.com/broadband/monitoring/quality ), for it to work you'll need to ensure your Hub (or third party router) is configured to allow WAN ICMP echo requests.

[kmoly16]

Thanks for your advice. 

When I use looking glass this is the result: 
4 packets transmitted, 0 received, 100% packet loss, time 2999ms

When I use the VM Ping test after logging into 192.168.0.1 I get (for 2 of the 3 IPs provided)
10 packets transmitted, 10 packets received, 0% packet loss
The 3rd is a complete packet loss.

Date Time Error Number Error Description

05/02/2019	16:18:00 GMT	82000200	No Ranging Response received - T3 time-out
05/02/2019	16:17:59 GMT	82000700	Unicast Ranging Received Abort Response - initializing MAC
05/02/2019	16:15:20 GMT	82000200	No Ranging Response received - T3 time-out
05/02/2019	16:15:20 GMT	82000700	Unicast Ranging Received Abort Response - initializing MAC
05/02/2019	16:14:15 GMT	66050310	Auth Success - Web login successful.
05/02/2019	16:14:00 GMT	82000200	No Ranging Response received - T3 time-out
05/02/2019	16:14:00 GMT	82000700	Unicast Ranging Received Abort Response - initializing MAC
05/02/2019	16:12:40 GMT	82000200	No Ranging Response received - T3 time-out
05/02/2019	16:12:40 GMT	82000700	Unicast Ranging Received Abort Response - initializing MAC
05/02/2019	16:08:40 GMT	82000200	No Ranging Response received - T3 time-out
05/02/2019	16:08:40 GMT	82000700	Unicast Ranging Received Abort Response - initializing MAC
05/02/2019	16:04:41 GMT	82000200	No Ranging Response received - T3 time-out
05/02/2019	16:04:41 GMT	82000700	Unicast Ranging Received Abort Response - initializing MAC
05/02/2019	16:03:21 GMT	82000200	No Ranging Response received - T3 time-out
05/02/2019	16:03:21 GMT	82000700	Unicast Ranging Received Abort Response - initializing MAC
05/02/2019	16:03:19 GMT	66050310	Auth Success - Web login successful.
05/02/2019	16:02:43 GMT	84020200	Lost MDD Timeout
05/02/2019	16:02:01 GMT	82000200	No Ranging Response received - T3 time-out
05/02/2019	16:02:01 GMT	82000700	Unicast Ranging Received Abort Response - initializing MAC
05/02/2019	16:01:34 GMT	84020200	Lost MDD Timeout

Upstream ChannelsLock Status Channel ID Frequency Modulation Tx Power Mode Channel Bandwidth Symbol Rate

Locked	2	39400000 Hz	ATDMA	51.0 dBmV	64QAM	6400000 Hz	5120 Ksym/sec
Locked	4	25800000 Hz	ATDMA	52.0 dBmV	16QAM	6400000 Hz	5120 Ksym/sec
Locked	3	32600000 Hz	ATDMA	51.0 dBmV	32QAM	6400000 Hz	5120 Ksym/sec
Locked	1	46200000 Hz	ATDMA	50.5 dBmV	64QAM	6400000 Hz	5120 Ksym/sec

Downstream ChannelsLock Status Channel ID Frequency Modulation Rx Power RxMER Pre RS Errors Post RS Errors

Locked	9	203000000 Hz	256 QAM	-2.6 dBmV	33.6 dB	148296	6762
Locked	10	211000000 Hz	256 QAM	-2.6 dBmV	33.7 dB	42293	7330
NotLocked			Unknown
NotLocked			Unknown
Locked	13	235000000 Hz	256 QAM	-1.5 dBmV	34.1 dB	19124	5198
Locked	14	243000000 Hz	256 QAM	-1.1 dBmV	34.6 dB	16383	4710
NotLocked			Unknown
Locked	16	259000000 Hz	256 QAM	-1.5 dBmV	34.6 dB	15303	5376

[DreamOfCheese · Accepted solution]

From the stats you've posted it appears you need an technician visit to fix the levels, the upstream is operating at the very upper end of the spec and some of the channels have dropped modulation level, and you have downstream channels completely missing.

You could try making sure all the coax connections are tightly and securely fitted first, but I suspect the visit is going to be needed. You can either wait for a forum team member to reply to this thread which will take up to a week, or call 150 (03454541111 if you don't have a Virgin landline).

[skorbo]

hi i keep getting dc from wow a lot too over the last 5 weeks 

did all the things i could find online but still the same this is the WinMTR at the time today

|------------------------------------------------------------------------------------------|
| WinMTR statistics |
| Host - % | Sent | Recv | Best | Avrg | Wrst | Last |
|------------------------------------------------|------|------|------|------|------|------|
| routerlogin.net - 0 | 4529 | 4529 | 0 | 0 | 11 | 0 |
| 10.166.176.1 - 1 | 4523 | 4521 | 7 | 13 | 45 | 20 |
|leic-core-2a-xe-824-0.network.virginmedia.net - 0 | 4530 | 4530 | 7 | 14 | 53 | 11 |
| No response from host - 100 | 908 | 0 | 0 | 0 | 0 | 0 |
| No response from host - 100 | 908 | 0 | 0 | 0 | 0 | 0 |
|86.85-254-62.static.virginmediabusiness.co.uk - 1 | 4527 | 4526 | 18 | 25 | 83 | 22 |
| No response from host - 100 | 908 | 0 | 0 | 0 | 0 | 0 |
| uk-lon03a-ri1-ae-5-0.aorta.net - 0 | 4530 | 4530 | 18 | 25 | 122 | 26 |
| 213.46.175.254 - 1 | 4526 | 4525 | 0 | 29 | 529 | 40 |
| ae1-br01-eqld5.as57976.net - 0 | 4530 | 4530 | 21 | 30 | 129 | 29 |
| et-0-0-2-br02-eqam1.as57976.net - 1 | 4469 | 4457 | 0 | 39 | 4640 | 22 |
| et-0-0-67-pe02-eqam1.as57976.net - 1 | 4526 | 4525 | 0 | 31 | 153 | 48 |
| 185.60.112.158 - 1 | 4526 | 4525 | 0 | 27 | 63 | 36 |
|________________________________________________|______|______|______|______|______|______|

[Lisa_CC]

Hi skorbo,

Welcome to our Community Forum and sorry to hear you're experiencing frequent disconnects whilst playing World of Warcraft.

So I can help, I'm going to send you a Private Message asking for more details. Please reply back to it so I can take a look at your network.

Regards,

Lisa

[Jaminski]

Hi i also have been having these disconnect issues , i've rang tech support and posted on forum about this and i've had no response or fix im glad to see there is something out there now .

But can i get mine looked into to as this has been on going for a year now 

[Paul_DN]

Hi Je51cat,

Thank you for coming back to us, I am really sorry to see you are also having trouble with WOW.

I will be more than happy to look into this and get a technician if required, I will invite you into a private chat, you will receive an invite shortly, please click on the purple envelope to accept.

Kind regards

Paul.