Keep Disconnecting

Technical Support
1

I keep disconnecting from my games, even with good latency (70ms) or I’ll start lagging out and sometimes disconnect then, or it’ll stabilize. I got a WinMTR for the lagging and stabilize, but it started happening again. Should I post it here or is there somewhere that it should go?

2

Yeah, post the test here.

3

hope this is what i was supposed to grab.
|------------------------------------------------------------------------------------------|
| WinMTR statistics |

Host - % Sent Recv Best Avrg Wrst Last
10.0.0.1 - 3 422 412 2 103 4796 6
96.120.50.9 - 3 423 413 10 120 3449 16
69.139.171.77 - 3 421 409 10 93 4302 19
ae-5-ar03.bonitasprngs.fl.naples.comcast .net - 3 420 408 11 100 3382 15
be-33661-cr02.miami.fl.ibone.comcast .net - 3 420 409 17 121 3447 22
be-12297-pe03.nota.fl.ibone.comcast .net - 3 420 409 16 118 3455 22
50.208.232.142 - 3 420 409 16 120 3422 20
137.221.76.35 - 3 417 406 53 162 4854 70
xe-0-0-1-1-br01-eqda6.as57976 .net - 3 420 411 54 179 4730 67
et-0-0-29-br01-eqda6.as57976 .net - 3 423 414 54 172 4730 64
No response from host - 100 96 0 0 0 0 0
et-0-0-0-pe04-eqch2.as57976 .net - 3 417 405 53 147 4539 61
No response from host - 100 96 0 0 0 0 0
No response from host - 100 96 0 0 0 0 0
No response from host - 100 96 0 0 0 0 0
No response from host - 100 96 0 0 0 0 0
No response from host - 100 96 0 0 0 0 0
No response from host - 100 96 0 0 0 0 0
No response from host - 100 96 0 0 0 0 0
No response from host - 100 96 0 0 0 0 0
No response from host - 100 96 0 0 0 0 0
No response from host - 100 96 0 0 0 0 0
No response from host - 100 96 0 0 0 0 0
No response from host - 100 96 0 0 0 0 0
No response from host - 100 96 0 0 0 0 0
No response from host - 100 96 0 0 0 0 0
No response from host - 100 96 0 0 0 0 0
No response from host - 100 96 0 0 0 0 0
No response from host - 100 96 0 0 0 0 0
No response from host - 100 96 0 0 0 0 0
________________________________________________ ______ ______ ______ ______ ______ ______

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

4

Are you playing on wireless? If so, have you tried a cable?

5

Just wanted to add that it looks like the problem is starting on the home network. As Nicole mentioned, a wired connection if wireless may help alleviate these issues.

Here’s where the problem is starting:

There is a consistent 3% loss which could be caused by network stability issues or by mitigation of the home network. If wired, the average latency is quite high at 103ms, and the worst latency reaching 4796ms.

If a wired connection doesn’t help, the following steps may help with the issue:

  • Reset the network devices.

  • Reset the firewall and router to default.

  • Check the mitigation settings in the router. There’s settings within the router/modem that helps mitigate or prioritize the home network traffic, so one device or connection type could have priority over another that can cause packet (data) loss or latency spikes, resulting in a disconnection.

    Check for the following settings in the router and disable any that are enabled:

    • QoS (Quality of Service)
    • WMM (Wireless Multimedia)
    • UPnP (Universal Plug and Play)

    The settings for these can vary from depending on the device model. It’s not something that we help with directly because the settings and locations can vary. The router manufacturer or Internet Service Provider (if the router/modem was provided by them) can help look for these settings.

If the problem continues, you’ll want to contact the internet provider and have them take a look at the home network and surrounding lines/signals near by.

6

Ok, so I got a wired connection, and it’s helping now, but now I’m having a problem joining games. It’ll take at least 10 seconds or more from the time I see the Game Found tab to when I actually join the game.

7

I recommend running another WinMTR. That packet loss in your last test is probably still happening on Comcast’s network (the lines outside your house), so you may continue experiencing issues until they work on them.

8

This game I was defense Gibraltar, it took me until the attackers were released to get in

|------------------------------------------------------------------------------------------|
| WinMTR statistics |

Host - % Sent Recv Best Avrg Wrst Last
10.0.0.1 - 80 107 22 0 1 7 4
96.120.50.9 - 80 107 22 0 15 29 10
69.139.171.77 - 80 107 22 0 14 21 14
ae-5-ar03.bonitasprngs.fl.naples.comcast. net - 80 107 22 0 16 30 15
be-33661-cr02.miami.fl.ibone.comcast. net - 80 107 22 0 21 31 20
be-12297-pe03.nota.fl.ibone.comcast. net - 80 107 22 0 20 31 20
50.208.232.146 - 80 107 22 0 35 116 40
ae1-br01-eqmi2.as57976. net - 80 107 22 0 53 86 51
xe-0-0-0-1-br01-eqat2.as57976. net - 80 107 22 0 54 83 50
No response from host - 100 90 0 0 0 0 0
et-0-0-1-pe01-eqch2.as57976. net - 80 107 22 0 54 119 52
No response from host - 100 90 0 0 0 0 0
No response from host - 100 90 0 0 0 0 0
No response from host - 100 90 0 0 0 0 0
No response from host - 100 90 0 0 0 0 0
No response from host - 100 90 0 0 0 0 0
No response from host - 100 90 0 0 0 0 0
No response from host - 100 90 0 0 0 0 0
No response from host - 100 90 0 0 0 0 0
No response from host - 100 90 0 0 0 0 0
No response from host - 100 90 0 0 0 0 0
No response from host - 100 90 0 0 0 0 0
No response from host - 100 90 0 0 0 0 0
No response from host - 100 90 0 0 0 0 0
No response from host - 100 90 0 0 0 0 0
No response from host - 100 90 0 0 0 0 0
No response from host - 100 90 0 0 0 0 0
No response from host - 100 90 0 0 0 0 0
No response from host - 100 90 0 0 0 0 0
No response from host - 100 90 0 0 0 0 0
________________________________________________ ______ ______ ______ ______ ______ ______

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

9

Hey DarkSaber,

It looks like there are still issues happening right at the router. I’d try getting in contact with Comcast support to see if they can help you factory reset the router, or if that fails maybe have them swap it out with a new model in case it’s a hardware issue.