Packets loss & Ping issue

Technical Support
1

Hello,

For several months I have been experiencing issues playing Overwatch 2 without packet loss and ping stability problems. This issue occurs only in this game: on weekdays from around 5:00 PM until approximately midnight, and on weekends from the morning throughout the entire day.

I have contacted my Internet service provider multiple times (Play fiber optic – connected via cable), sending them various reports they requested, including a WinMTR report. In response, I was informed that there is indeed a problem with the connection on the destination route, but that it is not “on their side” and therefore they are unable to fix it. The server I always connect to after logging in is:
ec02-eqam1.as57976. net [137.221.78.99].

I also emailed Blizzard regarding this issue, but I never received any response. I am not very knowledgeable in networking topics, but in the WinMTR report I can see a 15% packet loss, and I am wondering whether it still makes sense to keep trying to resolve this, or if I should wait until October, terminate my contract with Play, and switch to another provider.

I would also like to add that I purchased a VPN for one month to test how it works, and when I connect through it, the packet loss problem does not occur. Below I am attaching the WinMTR report.

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

Host - % Sent Recv Best Avrg Wrst Last
mygateway.play.pl - 0 1378 1378 0 0 1 0
89-75-166-1.infra.play.pl - 0 1378 1378 5 10 22 9
89-75-5-100.infra.play.pl - 0 1378 1378 4 10 25 9
185-182-247-171.dynamic.play.pl - 0 1378 1378 13 19 35 17
185-182-247-155.dynamic.play.pl - 0 1378 1378 14 19 36 22
pl-waw26c-ri1_ae2.0.as9141.pl - 0 1378 1378 14 19 31 17
war-b8-link.ip.twelve99. net - 0 1378 1378 14 19 35 17
hbg-bb2-link.ip.twelve99. net - 15 888 761 26 30 45 29
adm-bb2-link.ip.twelve99. net - 1 1371 1369 35 39 51 37
adm-b10-link.ip.twelve99. net - 0 1378 1378 35 40 87 39
blizzard-ic-348623.ip.twelve99-cust. net - 0 1378 1378 34 41 163 39
et-0-0-67-pe01-eqam1.as57976. net - 0 1378 1378 36 53 159 41
No response from host - 100 279 0 0 0 0 0
No response from host - 100 279 0 0 0 0 0
No response from host - 100 279 0 0 0 0 0
No response from host - 100 279 0 0 0 0 0
No response from host - 100 279 0 0 0 0 0
No response from host - 100 279 0 0 0 0 0
No response from host - 100 279 0 0 0 0 0
No response from host - 100 279 0 0 0 0 0
No response from host - 100 279 0 0 0 0 0
No response from host - 100 279 0 0 0 0 0
No response from host - 100 279 0 0 0 0 0
No response from host - 100 279 0 0 0 0 0
No response from host - 100 279 0 0 0 0 0
No response from host - 100 279 0 0 0 0 0
No response from host - 100 279 0 0 0 0 0
No response from host - 100 279 0 0 0 0 0
No response from host - 100 279 0 0 0 0 0
No response from host - 100 279 0 0 0 0 0
________________________________________________ ______ ______ ______ ______ ______ ______

If you have any suggestions on whether there is still something that can be done, I would be grateful.

Best regards

1 Like
2

Hi, forum volunteer here. This forum is not a point of contact for Blizzard staff and is only used for player-to-player troubleshooting.

Blizzard doesn’t offer two-way communication with players via email. All inquiries are handled via the ticket system. However, the Tech Support department was discontinued back in early 2024, which took personalized connection troubleshooting with it.

The Customer Support reps can link you to a page with self-help connection troubleshooting steps, but they’ll also tell you that any issues not resolved by those steps need to be directed to the ISP. I understand that you already contacted them, I’m just relaying what you can expect.

This assessment is incorrect because the test doesn’t show any packet loss. Your computer sent 1378 packets to the server and all 1378 made it through.

The increase in ping for the adm-b10-link.ip.twelve99.net, blizzard-ic-348623.ip.twelve99-cust.net, and et-0-0-67-pe01-eqam1.as57976.net nodes appears to be DDoS mitigation since the averages are not inflating at the same rate as the “worst” ping value. This mitigation has always shown up in WinMTRs, along with random nodes showing loss that doesn’t carry through to the last hop.

It’s possible you’re experiencing a performance problem instead of a connection one since the WinMTR doesn’t show any issues reaching the server. Checking for overheating and monitoring the CPU/GPU/RAM usage performance might be helpful, even if issues don’t show up in other games.

3

Hello again,
as I mentioned earlier, the problems occur at specific times between 5 p.m. and midnight, and around the clock on weekends. I tested my computer and nothing is overheating, all drivers are up to date, and I reformatted the system. As for the WinMtr report, I meant:

hbg-bb2-link.ip.twelve99. net - 15 | 888 | 761 | 26 | 30 | 45 | 29

4

That sounds like network saturation, like when a node is overloaded. Unfortunately, you can only discuss this with the ISP, since Blizzard does not handle connection troubleshooting anymore.

Yes, I understand and directly addressed this in my reply above. But I’ll elaborate more.

1378 packets received out of 1378 packets sent is 100% data retention.

The line before and after show no loss. If there was real packet loss, you’d see 15% on that node and every single node after it would show 15% or higher and only 1171 packets on the last line. That 15 is only appearing due to the node ignoring your request for timely responses, which is a defense mechanism. There’s nothing you can do to change how it is set up to respond.

5

OK, thank you very much for taking the time to explain the problem.

Best regards

sM0k3D