on 20-08-2021 14:54
Hello all, I've spoken to support over the phone about bad traffic routing when playing Valorant, causing rapid ping fluctuations.
Before speaking to Virgin Media, I contacted to Riot Games' support over the past week, as this is the only game that has these issues. I sent them lots of logs, videos, and screenshots of pings and tracerts which led them to narrowing down the cause of the problem to my ISP's routing to their servers.
I spoke to VM over the phone, but unfortunately they were not too helpful. The support agent kept talking about needing WiFi boosters, which will not solve my problem because the issues occur when I'm playing wired as well as wireless. The support agent did give me an email that I can send my questions to (webteam@virginmedia.co.uk), but this email is a dud, as they don't pick emails up from that mailbox!?
I'll paste a copy of the email that I tried to send to VM, in case any lovely people here have either experienced similar, know what I can do, or who I can speak to in order to sort this out.
-- Many thanks, Charlie B
on 20-08-2021 19:21
My traceroute. There is no further information after the hop to Chello Broadband.
C:\>tracert 162.249.72.1
Tracing route to 162.249.72.1 over a maximum of 30 hops
1 <1 ms <1 ms <1 ms 192.168.1.1
2 * * * Request timed out.
3 11 ms 17 ms 18 ms haye-core-2a-xe-231-0.network.virginmedia.net [62.253.8.117]
4 * * * Request timed out.
5 10 ms 15 ms 9 ms m686-mp2.cvx1-b.lis.dial.ntli.net [62.254.42.174]
6 * * * Request timed out.
7 13 ms 12 ms 10 ms uk-lon01c-ri2-ae-6-0.aorta.net [84.116.136.98]
8 10 ms 10 ms 21 ms uk-lon01a-rd3-s-4-1.aorta.net [213.46.174.161]
9 * * * Request timed out.
10 * * * Request timed out.
11 * * * Request timed out.
12 * * * Request timed out.
13 * * * Request timed out.
14 * * * Request timed out.
15 * * * Request timed out.
16 * * * Request timed out.
17 * * * Request timed out.
18 * * * Request timed out.
19 * * * Request timed out.
20 * * * Request timed out.
21 * * * Request timed out.
22 * * * Request timed out.
23 * * * Request timed out.
24 * * * Request timed out.
25 * * * Request timed out.
26 * * * Request timed out.
27 * * * Request timed out.
28 * * * Request timed out.
29 * * * Request timed out.
30 * * * Request timed out.
Trace complete.
C:\>
on 21-08-2021 07:41
And here's what I get on Talktalk business.
Tracing route to 162.249.72.1 over a maximum of 30 hops
1 <1 ms <1 ms <1 ms OpenWrt.lan [192.168.1.1]
2 10 ms 10 ms 11 ms host-62-24-254-203.as13285.net [62.24.254.203]
3 10 ms 10 ms 11 ms host-78-144-1-61.as13285.net [78.144.1.61]
4 12 ms 19 ms 12 ms host-78-144-1-60.as13285.net [78.144.1.60]
5 13 ms 13 ms 12 ms linx-j.riotdirect.net [195.66.226.186]
6 * * * Request timed out.
7 * * * Request timed out.
8 * * * Request timed out.
9 * * * Request timed out.
10 * * * Request timed out.
11 * * * Request timed out.
12 * * * Request timed out.
13 * * * Request timed out.
14 * * * Request timed out.
15 * * * Request timed out.
16 * * * Request timed out.
17 * * * Request timed out.
18 * * * Request timed out.
19 * * * Request timed out.
20 * * * Request timed out.
21 * * * Request timed out.
22 * * * Request timed out.
23 * * * Request timed out.
24 * * * Request timed out.
25 * * * Request timed out.
26 * * * Request timed out.
27 * * * Request timed out.
28 * * * Request timed out.
29 * * * Request timed out.
30 * * * Request timed out.
Trace complete.
on 23-08-2021 08:57
Hi @lawlesscs.
Welcome to the community and thanks for your first post, we're happy to have you with us.
I'm so sorry to hear you're having some ping issues when playing Valorant, I appreciate this must be very frustrating and we apologise for any inconvenience caused.
To confirm, do you experience the ping fluctuations with any other games, or do you find it's just this one in particular?
Are you able to set up a Broadband Quality Monitor here? This will create a visual record of your connection which will help us see the ping fluctuations while you're playing the game.
Thanks,
New around here? To find out more about the Community check out our Getting Started guide
on 23-08-2021 21:20
Hi there Sofia,
Yes, the ping issues do only occur when playing Valorant.
I set up a BQM the other day - you should be able to see a snapshot of that here:
https://www.thinkbroadband.com/broadband/monitoring/quality/share/35ce9a0388ddd20f86546b9ae6554b6c2a...
Many thanks,
Charlie B
on 26-08-2021 09:02
Hi Charlie B,
Thanks for using the forums to get this gaming issue looked into, I am sorry if it's been causing some frustration whilst playing Valorant.
I understand you've done a lot of leg work before posting on here, which we always appreciate.
I want to be as transparent as possible for you, what I'm about to say may not be the answer you wanted, but I would rather be honest than build your hopes up!
In this instance I am afraid there may not be anything we can do to resolve your particular issue, as we cannot change routing here on the forums, nor would we be able to change the routing for just one specific customer.
I would recommend going on 3rd party forums for this specific game to see if there is any other way you can resolve this issue.
I am sorry that we couldn't resolve this issue for you, but I wish you the best of luck in finding an alternative resolution.
Thanks,
Megan_L
on 26-08-2021 09:07
Okie dokie,
Thanks Megan, appreciate the response!
--
Many thanks,
Charlie B