I cant play the game at all

Technical Support
3

thank you for the advice and I have done everything you said and then I started up overwatch again and it started the loading screen up and then disconnected me again , any advice after this would be nice please :slight_smile:

4

Be sure to grab the WinMTR results that were requested in the previous post so we can take a look at the connection :slight_smile:

5

here are my results

WinMTR Statistics

WinMTR statistics

Host % Sent Recv Best Avrg Wrst Last
bthub 0 49 49 0 41 674 3
No response from host 100 9 0 0 0 0 0
No response from host 100 9 0 0 0 0 0
31.55.186.188 0 49 49 8 51 676 9
195.99.127.58 0 49 49 7 50 677 8
peer1-et-7-0-3.interxion.ukcore.bt.net 0 49 49 7 51 678 15
195.66.226.234 0 49 49 8 51 679 9
ae1-br01-eqld5.blizzardonline.net 0 49 49 8 52 676 9
No response from host 100 9 0 0 0 0 0
be2-pe02-eqpa4.blizzardonline.net 0 49 49 15 57 677 17
No response from host 100 9 0 0 0 0 0
No response from host 100 9 0 0 0 0 0
No response from host 100 9 0 0 0 0 0
No response from host 100 9 0 0 0 0 0
No response from host 100 9 0 0 0 0 0
No response from host 100 9 0 0 0 0 0
No response from host 100 9 0 0 0 0 0
No response from host 100 9 0 0 0 0 0
No response from host 100 9 0 0 0 0 0
No response from host 100 9 0 0 0 0 0
No response from host 100 9 0 0 0 0 0
No response from host 100 9 0 0 0 0 0
No response from host 100 9 0 0 0 0 0
No response from host 100 9 0 0 0 0 0
No response from host 100 9 0 0 0 0 0
No response from host 100 9 0 0 0 0 0
No response from host 100 9 0 0 0 0 0
No response from host 100 9 0 0 0 0 0
No response from host 100 9 0 0 0 0 0
No response from host 100 9 0 0 0 0 0
WinMTR Statistics

WinMTR statistics

Host % Sent Recv Best Avrg Wrst Last
bthub 2 91 90 1 21 328 46
No response from host 100 19 0 0 0 0 0
No response from host 100 19 0 0 0 0 0
31.55.186.176 0 94 94 8 26 327 10
195.99.127.102 2 91 90 9 28 327 11
peer1-et-7-0-3.interxion.ukcore.bt.net 0 94 94 8 26 326 9
195.66.226.234 0 94 94 9 26 325 11
ae1-br01-eqld5.blizzardonline.net 0 94 94 9 29 327 11
No response from host 100 19 0 0 0 0 0
et-0-0-67-pe02-eqam1.blizzardonline.net 0 94 94 16 34 326 27
No response from host 100 19 0 0 0 0 0
185.60.112.157 0 94 94 15 31 328 25
6

What is the model of your router and modem? We’re seeing some slight packet loss early on and a spike of 600+ ms. Is this a wired connection?

7

I’m on a bt router if that makes any help , its not wired either

8

Can you provide the exact model of the router and modem?

9

how can I find out the exact model of my router as im not too sure on it :slight_smile:

10

There will generally be a label with that information somewhere on the router.

11

it says its an ADSL modem if that’s any help , still trying to find the exact model of the router

12

Dude I have been having the same problem. 1 out of 3 matches I get disconnected and it is a problem on THEIR end, yet I still get punished for it (dropped endorsement rating a ton).

Yet no notes about it, no acknowledgement of the issue, everything that is suggested is always insinuated it “Has to be a problem with your router or internet provider” when it literally, isn’t. What makes me the most unhappy is that regardless, legitimate assistance doesn’t seem to be on the horizon and wont be any time soon.

That’s just what makes me unhappy, what pisses me off however, is the fact I am getting punished for every other match for a technical issue that isn’t on my end. The damages the “safe guards” does to my account won’t even be undone.

2 Likes
13

I agree like I cant even get onto the loading screen with out being kicked off let alone playing the game , and like you said its their end not ours

blizzard you need to sort this out guys

1 Like
14

As a friendly reminder, penalties will never be reversed. Unfortunately all disconnections and game crashes counts as leaving the match and will be penalized appropriately. The game server has no way to discern a legitimate disconnection or game crash from one that is forcefully caused by a dishonest player to bypass leaver penalties. You can learn about this policy here:

Its frustrating to deal with disconnections, but understand that problems can occur anywhere between your computer and the game server. This is why support agents and players like myself ask for WinMTRs because it helps us identify where the problem exists.

Look for a label with barcodes usually on the bottom or backside of the router. If you see such a label try photographing that label, upload it to a image host such as TinyPic and share the link here. Note you can bypass any link blockers by typing the link between two tick marks (`).

`www.tinypic.com/url`
15

I’ve re tried to load up the game and it still wont work , any ideas on why guys ?

16

Please provide the label of your modem like the blue post asked so people can continue helping you.

17

my router is a BT smart hub type A if that helps you

18

I see some other users of this modem in Google search results having a similar problem. Your ping is very high (should never be in the 600 range) within your own home network, and this should be addressed by your ISP.

19

what should I do then

20

You should call your ISP to investigate the issue.

21

what is an ISP and what will they do ?

22

Internet Service Provider. Unless you own the modem you’re using to connect to the internet, you will need to call your service provider and have them come take a look at the issue.