Inconsistent Ping in Central US Servers

Technical Support
1

I’ve recently been getting very high ping while on Central United States servers. Rarely, I get a pleasant <50 ms ping (as I’m east-ish) but most often I get >200 ms, and about 250 ms at most. I only get ~100 ms ping on Western United States servers, which I find odd. I did an MTR test over the course of a 20 minute game, as follows:

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

|                                      WinMTR statistics                                   |

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

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

|                             192.168.1.1 -    0 | 1627 | 1627 |    0 |    1 |   30 |    0 |

|dynamic-acs-24-239-90-1.zoominternet.net -    0 | 1627 | 1627 |    5 |   23 |  161 |   13 |

|                   No response from host -  100 |  328 |    0 |    0 |    0 |    0 |    0 |

|                   No response from host -  100 |  328 |    0 |    0 |    0 |    0 |    0 |

|                   No response from host -  100 |  328 |    0 |    0 |    0 |    0 |    0 |

|                   No response from host -  100 |  328 |    0 |    0 |    0 |    0 |    0 |

| h213.55.136.40.static.ip.windstream.net -    3 | 1492 | 1456 |   13 |   25 |  162 |   22 |

|    ae1.cr02.cley01-oh.us.windstream.net -   11 | 1147 | 1024 |   12 |   28 |  114 |   29 |

|  ae9-0.cr01.asbn01-va.us.windstream.net -   11 | 1159 | 1038 |   23 |   37 |  116 |   47 |

|                   No response from host -  100 |  328 |    0 |    0 |    0 |    0 |    0 |

|              ae1-br01-eqdc2.as57976.net -    3 | 1496 | 1461 |   97 |  215 |  476 |  213 |

|                   No response from host -  100 |  328 |    0 |    0 |    0 |    0 |    0 |

|         et-0-0-0-pe01-eqch2.as57976.net -   12 | 1138 | 1012 |  131 |  196 |  301 |  181 |

|                           24.105.62.129 -   13 | 1098 |  963 |  109 |  193 |  271 |  192 |

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

It looks like there is 3% packet loss happening starting from this point, which is likely affecting your connection. The latency is also spiking to 161ms between the computer and Zoom. In this case, you would need to contact the ISP so they can investigate what’s happening.

In the mean time, you can try testing another network like a mobile hotspot to see if there’s any difference.

3

Thanks for the reply. The only thing I’m unsure of is what I should say when I contact them. As in, do I mention I have a connection issues and then give them the IP and trust they’ll take care of it from there?

4

Hey, JamArsKicker! We can help with better equipping you with what to do to work around the problem, and some suggestions on how to work with the ISP. It could suggest problems with the signal or lines near the home network, or a router firmware issue. These concerns are outside of what Blizzard can see and what we can address.

  • Try not to mention that this is happening for a game right away, they may just redirect you back to us over an issue we have no control over. We only have control over our peering partners and servers. Anything with the home network or internet provider and their peering partners are within their control.

  • Be cooperative with the ISP. Even if you’ve already tried a step they recommend, it helps to try it anyways while working with them. It’ll help them to be more receptive when this may need to be escalated to a higher tier.

  • Ask them to check both the signal and lines for the connection. They typically check just the signal, but they may not check on the lines itself.

  • Provide the WinMTR test ran here today. Most frontline representatives will not know how to read connection tests. If it seems that the information isn’t clear, ask for a higher tier representative to look at the test.

Customer Support is not fun to contact and it usually means that there is a problem or something that needs to be addressed. Internet providers especially can be a bit difficult to properly address these concerns, which is why I’m hoping to help make this process a little easier :slight_smile:

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