Unplayable latency issues across Blizzard games

Technical Support
1

I’ve been experiencing little to no delay, but huge, frequent stutters in Diablo 3 and Heroes of the Storm recently, and I’ve only noticed it with Blizzard games. I ran a WinMTR test and things look pretty grim, but I can’t make sense of it myself.

|------------------------------------------------------------------------------------------|

|                                      WinMTR statistics                                   |

|                       Host              -   %  | Sent | Recv | Best | Avrg | Wrst | Last |

|------------------------------------------------|------|------|------|------|------|------|

|                          Box.mshome.net -    0 |  557 |  557 |    0 |    0 |   19 |    0 |

|                   No response from host -  100 |  113 |    0 |    0 |    0 |    0 |    0 |

|                           192.168.1.254 -    3 |  498 |  484 |    1 |   37 | 3391 |    2 |

|                              10.31.14.1 -    3 |  515 |  504 |    3 |   36 |  576 |   10 |

|               STTLWAWBCI01.bb.telus.com -    3 |  511 |  499 |   12 |   49 |  990 |   23 |

|                            154.11.2.145 -    4 |  495 |  479 |   17 |   57 | 1335 |   21 |

|              ae1-br01-eqse2.as57976.net -    3 |  514 |  503 |   37 |   80 |  990 |   47 |

|       xe-0-0-0-1-br01-eqsv5.as57976.net -    2 |  522 |  513 |   41 |   90 | 1002 |   49 |

|        et-0-0-29-br02-eqsv5.as57976.net -    3 |  511 |  499 |   37 |   82 |  990 |   41 |

|       xe-0-0-1-1-br02-eqla1.as57976.net -    2 |  522 |  513 |   43 |  121 | 1002 |   72 |

|                           137.221.68.91 -    2 |  518 |  508 |   37 |   85 | 1002 |   94 |

|        lax-eqla1-ia-bons-03.as57976.net -    3 |  502 |  488 |   38 |   75 |  990 |   67 |

|                           24.105.30.129 -    3 |  503 |  489 |   41 |   90 | 1002 |   48 |

|________________________________________________|______|______|______|______|______|______|

   WinMTR v0.92 GPL V2 by Appnor MSP - Fully Managed Hosting & Cloud Provider

My connection is unfortunately wireless due to limitations of the space, but I experience so little lag everywhere else (HD music/video streaming, file downloads, other online games, etc.), and the contrast is so stark, that I’m confident it’s not my internet setup.

2

Starting from hop 3, there are 2-4% data packet loss and high latency. This continued down the test.

That means some issue at or before node 3 (192.168.1.254). As node 2 is masked (no response), we don’t know the healthiness of it. So, node 1 to 3 are possibile candidates of problem.

As node 3 has a local IP address, it is part of your home network. As I don’t know how your network is setup, my advice is: unplug power of router, modem, and any other network devices FOR 10 MINUTES. Then re-plug the power and see if any improvement.

If your home network was setup by your ISP, you may ask them to help investigate the problem.

3

Unfortunately I don’t have ready access to my network devices since the arrangement is a little interesting, so I’ll be able to try this at some point tomorrow.
Thanks for the quick reply, I’ll have an update ASAP.

4

Hope things go well, clockrens! I wanted to add here, that it may be worth trying to check the router settings.

I’d recommend to check some settings within the router/modem that helps mitigate or prioritize the home network traffic, so one device or connection type could have priority over another that can cause packet (data) loss or latency spikes, resulting in a disconnection.

Check for the following settings in the router and disable any that are enabled:

  • QoS (Quality of Service)
  • WMM (Wireless Multimedia)
  • UPnP (Universal Plug and Play)

The settings for these can vary from depending on the device model. It’s not something that we help with directly because the settings and locations can vary. The router manufacturer or Internet Service Provider (if the router/modem was provided by them) can help look for these settings.