Experiencing High Latency

Technical Support
1

Over the last two weeks, 95% of the time my connection to the closest server (central) sits at 300-500 ms which is unplayable and unusual. My internet’s download is like 130 consistently, and the upload is typically 2-4 mbps. Maybe 2-3 hours a day it’s at 5 mbps and I only have 30 ms. It’s inconsistent though- happens at any time of day. I’m hardwired so it’s not a wifi issue (though wifi reflects the same speeds). I’ve contacted my ISP and they’ve said everything’s fine on their end.

I’m also experiencing some high latency in WoW, but it’s at like 115 world. Much more playable than Heroes.

Looking Glass results
TRACEROUTE:
traceroute to 24.35.209.40 (24.35.209.40), 15 hops max, 60 byte packets
1 Blizzard Blizzard 0.304 ms 0.302 ms 0.287 ms
2 24.105.18.131 (24.105.18.131) 1.013 ms 1.021 ms 1.022 ms
3 137.221.105.12 (137.221.105.12) 0.839 ms 0.850 ms 0.851 ms
4 137.221.66.16 (137.221.66.16) 0.479 ms 0.489 ms 0.549 ms
5 137.221.83.88 (137.221.83.88) 25.841 ms 25.898 ms 25.903 ms
6 137.221.65.66 (137.221.65.66) 25.580 ms 25.722 ms 25.744 ms
7 137.221.74.34 (137.221.74.34) 25.877 ms 26.264 ms 26.273 ms
8 eqix-da1.cobridgebroadband(.)com (206.223.118.194) 26.706 ms 26.718 ms 26.716 ms
9 216-229-73-210.fidnet(.)com (216.229.73.210) 29.949 ms 29.823 ms 29.840 ms
10 bntnarncs2-be5.fidnet(.)com (216.229.73.170) 44.761 ms 44.597 ms 44.408 ms
11 shslarncs2-be2.fidnet(.)com (216.229.74.108) 44.919 ms 44.406 ms 45.066 ms
12 shlsar1-be15.fidnet(.)com (216.229.74.44) 44.661 ms 44.793 ms 44.778 ms
13 shlsarcr1-be1-1100.fidnet(.)com (216.229.74.127) 44.270 ms 44.455 ms 44.433 ms
14 24-35-209-40.fidnet(.)com (24.35.209.40) 441.621 ms 439.228 ms 450.980 ms

24/04/2020 04:28:22 UTC

MTR:
Start: Fri Apr 24 04:28:22 2020 Blizzard 1.|-- Blizzard 0.0% 10 0.3 0.3 0.3 0.4 0.0
2.|-- 24.105.18.131 0.0% 10 0.8 0.8 0.5 2.1 0.3
3.|-- 137.221.105.12 0.0% 10 1.0 0.9 0.8 1.1 0.0
4.|-- 137.221.66.16 0.0% 10 0.5 5.3 0.4 31.4 10.6
5.|-- 137.221.83.88 0.0% 10 25.7 30.4 25.7 50.1 9.8
6.|-- 137.221.65.66 0.0% 10 25.9 26.7 25.6 33.2 2.2
7.|-- 137.221.74.34 0.0% 10 25.8 32.6 25.8 60.3 11.5
8.|-- eqix-da1.cobridgebroadband(.)com 0.0% 10 26.5 26.1 25.9 26.5 0.0
9.|-- 216-229-73-210.fidnet(.)com 0.0% 10 29.9 30.3 29.9 31.4 0.5
10.|-- bntnarncs2-be5.fidnet(.)com 0.0% 10 44.6 44.7 44.5 44.9 0.0
11.|-- shslarncs2-be2.fidnet(.)com 0.0% 10 45.2 45.1 44.8 45.6 0.0
12.|-- shlsar1-be15.fidnet(.)com 0.0% 10 44.9 44.9 44.8 45.3 0.0
13.|-- shlsarcr1-be1-1100.fidnet(.)com 0.0% 10 44.4 44.4 44.3 44.4 0.0
14.|-- 24-35-209-40.fidnet(.)com 0.0% 10 372.5 468.5 372.5 520.4 44.8

24/04/2020 04:28:22 UTC

and winMTR


|                                      WinMTR statistics                                   |

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

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

|                             192.168.0.1 -    0 |  326 |  326 |    0 |    8 |  203 |   11 |

|                             10.35.128.1 -    1 |  322 |  321 |   11 |  372 |  695 |  471 |

|             shlsar1-be1-1100.fidnet(.)com -    1 |  322 |  321 |   13 |  371 |  695 |  471 |

|               shlsarncs1-be5.fidnet(.)com -    1 |  322 |  321 |   13 |  374 |  701 |  464 |

|               bntnarncs1-be2.fidnet(.)com -    1 |  318 |  316 |   14 |  372 |  695 |  470 |

|               216-229-73-180.fidnet(.)com -    1 |  322 |  321 |   12 |  374 |  745 |  745 |

|                  mmphtn1-be5.fidnet(.)com -    1 |  318 |  316 |   17 |  375 |  594 |  475 |

|               216-229-73-184.fidnet(.)com -    1 |  322 |  321 |   23 |  386 |  731 |  731 |

|               stlsmoncs2-be1.fidnet(.)com -    1 |  322 |  321 |   23 |  385 |  698 |  469 |

|                 stlsmo2-be15.fidnet(.)com -    1 |  322 |  321 |   22 |  384 |  699 |  475 |

|                  stlo-b1-link.telia(.)net -    1 |  318 |  316 |   24 |  381 |  603 |  475 |

|                  chi-b21-link.telia(.)net -    1 |  318 |  316 |   30 |  389 |  602 |  495 |

|  blizzard-ic-348622-chi-b21.c.telia(.)net -    1 |  318 |  316 |   31 |  394 |  696 |  489 |

|              ae1-br02-eqch2.as57976(.)net -    1 |  322 |  321 |   30 |  395 |  757 |  757 |

|         et-0-0-1-pe04-eqch2.as57976(.)net -    1 |  322 |  321 |   34 |  398 |  699 |  488 |

|        chi-eqch2-ia-bons-04.as57976(.)net -    1 |  322 |  321 |   35 |  397 |  699 |  493 |

|                           24.105.62.129 -    1 |  318 |  316 |   37 |  396 |  763 |  763 |

|________________________________________________|______|______|______|______|______|______|
2

thank you for posting this, I have same issues. I also checked with ISP and everything is fine on their end. I am wired so not Wi-fi issue. I run Intel 9, Max Rog, GTX graphic card. I am experiencing delay lag and or disconnecting from game every so many seconds.

3

Nikita - Thanks for reaching out with that WinMTR data! The test here shows packet loss paired with latency spikes up to 695ms beginning on the second “hop” and affecting all subsequent nodes, which basically means that not all data is making it from your computer to our server. In addition, there are latency spikes up to 203ms occurring on the first “hop”, which is the connection from your computer to the router or modem you’re connecting to. This is relatively common to see with WiFi connections. The easiest way to see if your WiFi devices are the problem is connecting directly to your modem or router via Ethernet. Note that we do not directly support wireless connections. If you find that WiFi is the problem, you can contact the support team for the WiFi device or the wireless router.

Demiax - In order to determine what’s causing your issues, we’ll need to have you run a WinMTR network test while a disconnect happens. Here are the instructions:

  1. Download the tool from this page
  2. Enter the game IP into the “host” field. The IP address for our games are listed on the winMTR instructions page
  3. Start the test and play the affected game for at least 15 minutes. Ensure the problem happens while the winMTR tool is running.
  4. After recording the problem data, click “export text” and save the winMTR file in an easy to find location.
  5. Once you have that made, open the file. You’ll need to copy and paste the contents of the Text document into the post, and put four Tilde (~) marks above the winMTR. It’ll look like this:
WinMTR goes here

If you have issues pasting here, please use Pastebin and post the link (ex: Pastebin (dot) com/123456).

4

As stated in my original post, I am not on wifi but am connected via ethernet and still experiencing these issues. Your post seems to be just confirming that yes, in fact, I am experiencing high latency. Do you have any input on how to potentially solve this issue? Is this an issue with my ISP, or with blizzard? And any suggestions on how to approach it with my ISP? Thanks.

1 Like
5

To me, for a wired connection, an average of 8 and spikes up to 203 suggests a problem with the networking device. Why? Well, to put it simply there is no house big enough to need 8ms latency! The average should be between 0 and 1 for most homes. The fact that the average is 8 tells me that the “Worst” of 203 latency happens very frequently which may be what you’re noticing in-game.

To compare, the entire trip across the country to our servers is an average of 37 latency according to the test you provided. Here’s the endpoint:

That average of 8 latency between the computer and the router device is almost 1/4 of the time it takes to travel across several states! Which is why, to me, this suggests a problem.

To make matters worse, when that problem device is sending data to the next node it is also loosing ~1% of what it’s sending. This is indicated by the following:

My best advice would be to:

  1. Try a factory reset on the networking device
  2. Try replacing the network cables (ethernet)
  3. Contact the service provider to see if they can provide a temporary device to rule out a device issue (for the router/modem)

When speaking with the service provider please be sure to provide them with the winMTR test if possible. It should help display to them the problem with packet loss and unstable connections related to the router device.

I do hope this info helps. Let us know how things go!