Unable to play since yesterday

Technical Support
1

Hello, guys

Since yesterday, i am unable to play any Battle Net game. The app constantly disconnects and reconnects. It stays connected for one minute tops. Thus making it impossible to play anything. I play mostly Hearthstone and when I enter any mode the game constantly reconnects up to one point when it says i am disconnected and shows the “Exit game” button.

Here it is the WinMTR log. I don’t have issues with any other game service *Steam, Epic, GoG, UPlay…etc.)
The problem is on My iPhone, Mac, Windows Laptop and IPad…
The WinMTR log is from my laptop

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

|                                      WinMTR statistics                                   |

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

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

|                           dsldevice.lan -    0 |  433 |  433 |    0 |    0 |    7 |    0 |

|              87-243-116-2.ip.btc-net.bg -    0 |  433 |  433 |    0 |    1 |    8 |    1 |

|             212-39-69-111.ip.btc-net.bg -   72 |  114 |   33 |    0 |    1 |    2 |    1 |

|             212-39-69-110.ip.btc-net.bg -   17 |  262 |  218 |    1 |    1 |    5 |    2 |

|                  sfia-b2-link.telia.net -    0 |  433 |  433 |    1 |    2 |   31 |    1 |

|                 prag-bb1-link.telia.net -    0 |  433 |  433 |   27 |   28 |   40 |   28 |

|                  ffm-bb1-link.telia.net -    0 |  433 |  433 |   34 |   34 |   42 |   34 |

|                  prs-bb3-link.telia.net -    0 |  433 |  433 |   41 |   42 |   49 |   43 |

|                   prs-b8-link.telia.net -    0 |  433 |  433 |   43 |   44 |   80 |   43 |

|   blizzard-ic-348624-prs-b8.c.telia.net -    0 |  433 |  433 |   37 |   40 |  118 |   37 |

|              ae1-br02-eqpa4.as57976.net -    2 |  396 |  390 |   40 |  119 | 3984 |   40 |

|         et-0-0-3-br02-eqam1.as57976.net -    2 |  396 |  390 |   44 |  125 | 3775 |   44 |

|        et-0-0-67-pe01-eqam1.as57976.net -    0 |  433 |  433 |   42 |   45 |  128 |   43 |

|                           137.221.66.43 -    0 |  433 |  433 |   42 |   43 |   53 |   43 |

|                          185.60.112.157 -    0 |  433 |  433 |   40 |   40 |   56 |   40 |

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

   WinMTR v0.92 GPL V2 by Appnor MSP - Fully Managed Hosting & Cloud Provider
2

Hey there DantelX,

Thanks for reaching out! In this case I recommend testing an alternate network.

If the connection issues resolve after switching to the alternate network, that tells us the issue is isolated to the network that you are currently using. If this is the case we can only recommend contacting the ISP for assistance determining what is causing the issue to occur on the regular network. They may adjust specific security/firewall settings on your modem or temporarily replace the device to narrow it down further. Keep in mind that you can request to speak with a “level 2 or level 3 technician” when contacting the ISP, as the front-line representatives typically only have access to basic diagnostics and troubleshooting tools.

I hope this helps!

3

And tell them what exactly? "Hello, i can’t play Hearthstone or Diablo 3"won’t do much probably…

4

Hey again DantelX,

You are correct – contacting the ISP and telling them that you can’t play a game won’t provide enough information to enable them to assist you. You will need to let whomever you speak with know that you are unable to connect using your regular network, but you can connect using an alternate network. This provides evidence that something isolated to your regular network is preventing the connection. And as the service provider, it is the ISP’s responsibility to diagnose and resolve issues that prevent users (you) from connecting to a specific service.

I hope this sheds some additional light on the situation!

1 Like