Random disconnects at certain times of day, WinMTR log included

Technical Support
1

I’ve been getting disconnects randomly often in the evening. Internet still works but HOTS will disconnect and take a few minutes to reconnect. Did WinMTR to see if that would work and it was running during a disconnect. Any ideas? (note: also had youtube running in case that affects anything)

| WinMTR statistics |

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

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

| 10.0.0.1 - 1 | 524 | 523 | 3 | 26 | 3373 | 12 |

| 70.71.160.1 - 1 | 520 | 518 | 10 | 27 | 3390 | 14 |

| rc1st-tge0-8-0-34-1.vc.shawcable,net - 1 | 522 | 520 | 11 | 19 | 231 | 13 |

| rc2wt-be50-1.wa.shawcable,net - 1 | 522 | 520 | 16 | 27 | 230 | 21 |

| rc6wt-tge0-10-0-11.wa.shawcable,net - 1 | 522 | 520 | 16 | 27 | 227 | 20 |

| ae1-br01-eqse2.as57976,net - 1 | 519 | 516 | 41 | 51 | 159 | 44 |

| xe-0-0-0-1-br01-eqsv5.as57976,net - 1 | 523 | 521 | 41 | 53 | 262 | 43 |

| xe-0-0-1-1-br02-eqla1.as57976,net - 1 | 519 | 516 | 41 | 51 | 147 | 81 |

| be2-pe02-eqla1.as57976,net - 1 | 522 | 520 | 41 | 51 | 263 | 45 |

| 24.105.30.129 - 1 | 515 | 511 | 40 | 48 | 261 | 45 |

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

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

2

Thank you for providing WinMTR tests, Nesh! Checking the connection test, there is a consistent 1% packet loss on the test, which is stemming from the local network here:

This should be low 10ms for both wired and wireless connections, but we’re seeing the average latency at 26ms.

Are you currently on a wireless connection or wired? If wireless, is it a USB adapter that’s being used? Would you be able to provide the router/modem model in the household?

3

Wireless using router and the standard wireless adapter that is built into my desktop. No USB plugged in.

The router/modem (appears to a combo) I believe is Arris TG3482. The model number on the bottom is TG3482ER3.

Thank you for the reply! Much appreciated

4

Hey, Nesh! Sorry for the delay! Thanks for the details! Would you be able to try a direct wired connection to see if it helps with the latency?

The Arris TG3482 does have a Puma chipset, which has been an issue previously with latency spikes similar to what we’re seeing on the WinMTR test. Are there any firmware updates available for the router? If not, it’d be advised to contact the Internet Provider with this connection test and see if there are any firmware updates that need or can be pushed.

If any assistance is needed with the firmware updates, please reach out the router manufacturer or if provided by the ISP, refer to the ISP.

5

I have tried updating firmware before but I will try calling the ISP to see if they can check into the firmware for me. Thank you!

6

Thanks, Nesh! Let me know of the results and if any help is needed any further!

7

Did you play ranked and losed points for disconnecting? or qm fun?

8

This is some BS problem!!! It have happened 2 times for me when we were picking heroes for Rank’d. I have lost 1 FULL rank for this!!! I dont have any friends left in the game anymore. And this sure isn’t helping me to stay…

9

I only play QM so no loss of points