Sail Internet ISP Unplayable Lag


#1

Per Drakuloth’s closing response to: Wave Broadband California Packet Loss - Nov 22 2018

I am requesting whatever fix was that Blizzard helped Wave Broadband implement, please help Sail internet (sailsupport@sailinternet.com). I do not work for Sail nor am I a network engineer so please contact them and not me.

  1. All 3 of my customer support tickets have been closed or answered with “Please contact your ISP (Sail) to fix your lag issue”.
  2. Sail has told me, “We’ve been trying to contact Blizzard since before the New Years but they aren’t responding”.
  3. I opened a support ticket saying, “Wave Broadband got a fix, can you help Sail make the network config fix?” Blizzard customer support replied with, “We weren’t told what the fix was that Wave had to implement.”
  4. PLEASE NETWORK GODS OR INTERNS OF BATTLENET WHO READ THE FORUMS. PLEASE JUST CONTACT SAIL AND GET THIS RESOLVED (oh and ask for George, he seems to be knowledgeable about how the internet works).

Here’s my MTR btw:

                      192.168.0.1 - 0 |  325 |  325 |    0 |    0 |    2 |    0 
             tower2-rtr1.sailx.co - 0 |  325 |  325 |    1 |    1 |   72 |    1 
           core-he2-rtr2.sailx.co - 0 |  325 |  325 |    1 |    1 |    4 |    1 
        ios-0-0-br02-he2.sailx.co - 0 |  325 |  325 |    1 |    4 |  194 |    1 
               as57976.sfmix.org - 16 |  204 |  173 |    2 |    3 |   40 |    2 
       ae1-br01-eqsv5.as57976.net - 0 |  325 |  325 |    2 |    4 |   46 |    2 
xe-0-0-1-1-br02-eqla1.as57976.net - 1 |  310 |  308 |   10 |   57 | 4384 |   13

Thx,
Fluffysheep


#2

I’m also a Sail Internet customer who is experiencing an unplayable lagging problem in Overwatch. I first contacted George from Sail, and he told me the lagging problem wasn’t exclusive to Sail. So he suggested submitting a support ticket to Blizzard. Blizzard reply was:

We’re actually looking at this one now, but it’s proving tough to pin down.
That WinMTR you sent is very helpful, and does show some minor difficulties, but is a test to our login server, so may not be related to your latency.
If it happens again, please do run another winmtr - we might be able to further pin down where things are.

This is the original WinMTR report that sent with the support ticket (‎January ‎3, ‎2019, ‏‎4:48:54 PM):

Host - % Sent Recv Best Avrg Wrst Last
192.168.1.1 - 0 258 258 0 0 2 0
tower1-rtr1.sailx.co - 0 258 258 1 1 14 2
core-he2-rtr2.sailx.co - 0 258 258 1 1 4 1
ios-0-0-br02-he2.sailx.co - 0 258 258 1 3 169 1
as57976.sfmix.org - 0 258 258 1 2 27 3
ae1-br01-eqsv5.as57976.net - 0 258 258 1 4 125 3
xe-0-0-1-1-br02-eqla1.as57976.net - 1 244 242 10 62 4840 13

I did another one after Blizzard closed the ticket. I also experienced an unplayable lagging in this game but the number wasn’t as serious as the previous one (‎January ‎4, ‎2019, ‏‎4:34:08 PM):

Host - % Sent Recv Best Avrg Wrst Last
192.168.1.1 - 4 495 479 0 0 4 0
tower1-rtr1.sailx.co - 4 483 464 1 1 10 3
core-he2-rtr1.sailx.co - 4 483 464 1 1 10 2
ios-0-0-br02-he2.sailx.co - 4 483 464 1 4 192 2
as57976.sfmix.org - 6 463 439 1 2 32 17
ae1-br01-eqsv5.as57976.net - 5 467 444 2 4 52 6
xe-0-0-1-1-br02-eqla1.as57976.net - 6 459 434 10 18 136 10

#3

Please help my friends play with me!


#4

Same issue :frowning:


#5

This is the Sail Internet engineering team. We have had several customers reporting lag or packet loss issues specifically with Blizzard.

The MTR results sent by both FluffySheep and nhcvnk show Blizzard node “xe-0-0-1-1-br02-eqla1_as57976_net” having a worst-case ping time of nearly 5 sec. This seems to be a trouble spot. Note that Sail Internet and Blizzard peer via the SFMIX internet exchange.

Although the problem seems to be located in Blizzard’s network, we will be happy to work with your network team to help in any way possible to improve our customers’ experience. The best way to reach Sail Internet engineering is via sailsupport@sailinternet.com.


#6

Thanks for the reports! This is something that we’re tracking at the moment. For those having this issue, be sure to post a WinMTR test ran using the IP address found in the netgraph during a match that you’re noticing latency issues in.

@ SailNetwork
Thanks for the post. Generally for service provider contacts we would recommend going through our peering info that we have listed here.


#7

We have actually reached out to your peering and NOC people via the contacts you provide. We have seen no answer over the past two weeks, so we decided to also post here.


#8

I am also a Sail customer (love the service!)

Occasionally we’re experiencing evenings where Overwatch is unplayable from the lag spikes.

Here’s a WinMTR I just captured:

WinMTR Statistics

WinMTR statistics

Host % Sent Recv Best Avrg Wrst Last
192.168.0.1 0 65 65 0 0 2 0
tower-sjc-rtr.sailx.co 0 65 65 1 1 3 1
66.220.31.34 0 65 65 1 1 3 1
g0-2-p88.core-he2-rtr2.sailx.co 0 65 65 1 2 36 1
ios-0-0-br02-he2.sailx.co 0 65 65 1 3 65 2
as57976.sfmix.org 0 65 65 2 4 37 2
ae1-br01-eqsv5.as57976.net 0 65 65 2 5 45 3
xe-0-0-1-1-br02-eqla1.as57976.net 6 50 47 10 144 2934 13
No response from host 100 14 0 0 0 0 0
No response from host 100 14 0 0 0 0 0
No response from host 100 14 0 0 0 0 0
No response from host 100 14 0 0 0 0 0
No response from host 100 14 0 0 0 0 0
No response from host 100 14 0 0 0 0 0
No response from host 100 14 0 0 0 0 0
No response from host 100 14 0 0 0 0 0
No response from host 100 14 0 0 0 0 0
No response from host 100 14 0 0 0 0 0
No response from host 100 14 0 0 0 0 0
No response from host 100 14 0 0 0 0 0
No response from host 100 14 0 0 0 0 0
No response from host 100 14 0 0 0 0 0
No response from host 100 14 0 0 0 0 0
No response from host 100 14 0 0 0 0 0
No response from host 100 14 0 0 0 0 0
No response from host 100 14 0 0 0 0 0
No response from host 100 14 0 0 0 0 0
No response from host 100 14 0 0 0 0 0
No response from host 100 14 0 0 0 0 0
No response from host 100 14 0 0 0 0 0

#9

Sail and Blizzard have made some routing changes. Can players please report if you are noticing any difference, and if lag is persisting, can you share a new MTR?


#10

I was able to play 4 competitive games about 2 hours ago before I was dropped from the game randomly. Before the changes it was every 2 games. I am also a Sail Customer.

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

Host - % Sent Recv Best Avrg Wrst Last
192.168.1.1 - 1 4888 4876 0 2 335 1
tower-sjc-rtr.sailx.c o - 1 4900 4891 1 2 352 3
core-sjc-rtr1.sailx.c o - 1 4885 4872 0 2 310 2
bgp-sjc-rtr2.sailx.c o - 1 4900 4891 0 2 349 1
te0-7-0-7.rcr21.b001848-1.sjc01.atlas.cogentco .com - 1 4896 4886 1 3 319 2
be2095.ccr22.sjc01.atlas.cogentco .com - 1 4888 4876 2 4 352 15
be3144.ccr41.sjc03.atlas.cogentco .com - 1 4900 4891 2 4 345 3
38.88.224.5 - 1 4892 4881 2 4 335 13
ae1-br01-eqsv5.as57976 .net - 1 4868 4854 2 12 4154 3
xe-0-0-1-1-br02-eqla1.as57976 .net - 1 4811 4790 9 35 4975 13
No response from host - 100 990 0 0 0 0 0
No response from host - 100 990 0 0 0 0 0
No response from host - 100 990 0 0 0 0 0
No response from host - 100 990 0 0 0 0 0
No response from host - 100 990 0 0 0 0 0
No response from host - 100 990 0 0 0 0 0
No response from host - 100 990 0 0 0 0 0
No response from host - 100 990 0 0 0 0 0
No response from host - 100 990 0 0 0 0 0
No response from host - 100 990 0 0 0 0 0
No response from host - 100 990 0 0 0 0 0
No response from host - 100 990 0 0 0 0 0
No response from host - 100 990 0 0 0 0 0
No response from host - 100 990 0 0 0 0 0
No response from host - 100 990 0 0 0 0 0
No response from host - 100 990 0 0 0 0 0
No response from host - 100 990 0 0 0 0 0
No response from host - 100 990 0 0 0 0 0
No response from host - 100 990 0 0 0 0 0
No response from host - 100 990 0 0 0 0 0
________________________________________________ ______ ______ ______ ______ ______ ______

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


#11

OP here. Lag is not persisting since Sail’s fix for me. Thanks!


#12

Hey there!

It looks like you’re having two different issues. The sail issue appears to be resolved (/hi5 sail for the help on this) but you still have some LAN instability going on. If you’re on wifi, try swapping to ethernet. you also want to power cycle your router.

If neither works, bypass your router by wiring directly into your modem by ethernet. If that one gets you handled, replace the router (if you’re renting from sail, let them know and see if they can swap the devices out for you.)