Sasktel ISP Connection and Latency issues

Technical Support
1

The packet loss is making the game absolutely unplayable.
What’s happening:

  • High packet loss inbound (~55% average)
  • Audio cuts out
  • HP lags behind
  • Characters jutter in and out of places
  • Etc.

What I’ve tried:

  • IPConfig release/renew
  • DNS flush
  • Checked cabling on my end, restarted router/modem
  • Verified drivers/Windows are up to date
  • Ensured no background applications were running

This issue occurs intermittently in the practice range, quick play and competitive play, BUT once it occurs it doesn’t stop for the remainder of the match. I’m assuming that it happens depends on which server I’m currently connected to.

Important Information:

My IP Address: 216.197.131.107
Date & Time: This has been occurring since March 10, 2017.
Connection type: Wired
ISP: Sasktel
System: PC

Blizzard Network Diagnostic Tool (Taken while problem is occuring)

TRACEROUTE:
traceroute to 216.197.131.107 (216.197.131.107), 15 hops max, 60 byte packets
 1  10.56.70.56 (10.56.70.56)  0.279 ms  0.265 ms  0.263 ms
 2  37.244.22.3 (37.244.22.3)  0.598 ms  0.617 ms  0.692 ms
 3  24.105.30.158 (24.105.30.158)  1.063 ms  1.065 ms  1.081 ms
 4  137.221.66.4 (137.221.66.4)  1.743 ms  1.743 ms  1.742 ms
 5  137.221.68.72 (137.221.68.72)  1.719 ms  1.725 ms  1.725 ms
 6  137.221.65.7 (137.221.65.7)  8.445 ms  8.464 ms  8.455 ms
 7  137.221.65.41 (137.221.65.41)  25.691 ms  25.744 ms  25.724 ms
 8  137.221.73.32 (137.221.73.32)  25.512 ms  25.816 ms  25.863 ms
 9  six1.sasktel.com (206.81.80.145)  31.983 ms  31.984 ms  31.979 ms
10  142.165.0.121 (142.165.0.121)  52.812 ms  52.154 ms  52.125 ms
11  * * *
12  * * *
13  * * *
14  * * *
15  * * *


12/03/2018 04:52:27 UTC
--------------------

TRACEROUTE:
traceroute to 216.197.131.107 (216.197.131.107), 15 hops max, 60 byte packets
 1  10.57.100.13 (10.57.100.13)  0.300 ms  0.283 ms  0.280 ms
 2  37.244.23.130 (37.244.23.130)  0.766 ms  2.321 ms  2.320 ms
 3  24.105.62.146 (24.105.62.146)  0.951 ms  0.989 ms  2.302 ms
 4  137.221.66.12 (137.221.66.12)  2.527 ms  2.552 ms  2.932 ms
 5  137.221.69.72 (137.221.69.72)  2.523 ms  2.544 ms  2.547 ms
 6  137.221.65.43 (137.221.65.43)  50.631 ms  50.825 ms  50.805 ms
 7  137.221.73.32 (137.221.73.32)  50.521 ms  50.434 ms  50.421 ms
 8  six1.sasktel.com (206.81.80.145)  55.863 ms  55.867 ms  55.860 ms
 9  142.165.0.121 (142.165.0.121)  83.015 ms  82.384 ms  82.361 ms
10  * * *
11  207-47-191-245.ngai.static.sasknet.sk.ca (207.47.191.245)  86.712 ms  86.750 ms  86.862 ms
12  * * *
13  * * *
14  * * *
15  * * *


12/03/2018 04:52:29 UTC
--------------------

MTR:
Start: Mon Mar 12 04:52:27 2018
HOST: Blizzard                         Loss%   Snt   Last   Avg  Best  Wrst StDev
  1.|-- 10.56.100.81                              0.0%    10   12.5   1.6   0.2  12.5   3.8
  2.|-- 37.244.22.131                             0.0%    10   12.4   2.9   0.4  12.4   4.7
  3.|-- 24.105.30.158                             0.0%    10   19.2   3.9   0.8  19.2   6.3
  4.|-- 137.221.66.4                              0.0%    10   12.7   3.7   1.5  12.7   4.5
  5.|-- 137.221.68.72                             0.0%    10    9.9   2.3   1.3   9.9   2.7
  6.|-- 137.221.65.7                              0.0%    10   36.2  17.3   8.3  68.6  20.0
  7.|-- 137.221.65.41                             0.0%    10   40.1  27.2  25.7  40.1   4.5
  8.|-- 137.221.73.32                             0.0%    10   33.1  27.2  25.5  33.1   2.9
  9.|-- six2.sasktel.com                          0.0%    10   33.4  31.5  29.5  33.4   1.2
 10.|-- 142.165.0.117                             0.0%    10   55.3  51.7  49.2  55.3   1.4
 11.|-- 142.165.60.190                            0.0%    10   69.1  62.1  57.5  69.1   3.2
 12.|-- 207-47-191-238.ngai.static.sasknet.sk.ca 60.0%    10  8053. 8053. 8046. 8058.   5.1
 13.|-- 207-47-191-245.ngai.static.sasknet.sk.ca 70.0%    10   62.6  59.1  57.3  62.6   3.0
 14.|-- ???                                      100.0    10    0.0   0.0   0.0   0.0   0.0


12/03/2018 04:52:27 UTC
--------------------

MTR:
Start: Mon Mar 12 04:52:27 2018
HOST: Blizzard                         Loss%   Snt   Last   Avg  Best  Wrst StDev
  1.|-- 10.57.68.13                               0.0%    10    0.5   0.3   0.2   0.5   0.0
  2.|-- 37.244.23.2                               0.0%    10    0.5   0.5   0.4   0.6   0.0
  3.|-- 24.105.62.146                             0.0%    10    1.2   1.2   1.1   1.2   0.0
  4.|-- 137.221.66.8                              0.0%    10    1.9   1.8   1.7   2.0   0.0
  5.|-- 137.221.69.70                             0.0%    10    2.0   2.0   1.9   2.8   0.0
  6.|-- 137.221.65.43                             0.0%    10   67.1  52.0  50.0  67.1   5.3
  7.|-- 137.221.73.32                             0.0%    10   50.3  50.3  50.2  50.7   0.0
  8.|-- six1.sasktel.com                          0.0%    10   56.3  55.1  53.5  56.7   0.9
  9.|-- 142.165.0.121                             0.0%    10   81.8  81.2  79.3  83.3   1.2
 10.|-- 207-47-191-238.ngai.static.sasknet.sk.ca 40.0%    10  8040. 8059. 8040. 8140.  39.5
 11.|-- 207-47-191-245.ngai.static.sasknet.sk.ca 70.0%    10   79.3  79.3  79.3  79.4   0.0
 12.|-- ???                                      100.0    10    0.0   0.0   0.0   0.0   0.0


12/03/2018 04:52:27 UTC
--------------------

I also ran my own MTR test using WinMTR. It’s an application I also use at work occasionally, so I thought it wouldn’t hurt.

|------------------------------------------------------------------------------------------|
|                                      WinMTR statistics                                   |
|                       Host              -   %  | Sent | Recv | Best | Avrg | Wrst | Last |
|------------------------------------------------|------|------|------|------|------|------|
|                                 Linksys -    0 |  494 |  494 |    0 |    0 |    1 |    0 |
|207-47-165-130.sktn.static.sasknet.sk.ca -    0 |  494 |  494 |    0 |    2 |   25 |    3 |
|207-47-191-249.ngai.static.sasknet.sk.ca -    0 |  494 |  494 |    1 |    4 |   10 |    2 |
|                          142.165.60.186 -    0 |  494 |  494 |   27 |   33 |   39 |   30 |
|                           142.165.0.122 -    0 |  494 |  494 |   21 |   24 |   29 |   24 |
|                  six.blizzardonline.net -    0 |  494 |  494 |   24 |   26 |   47 |   24 |
|       ae1-br01-eqse2.blizzardonline.net -    0 |  494 |  494 |   23 |   26 |  157 |   24 |
|                   No response from host -  100 |   99 |    0 |    0 |    0 |    0 |    0 |
|                   No response from host -  100 |   99 |    0 |    0 |    0 |    0 |    0 |
|       be2-pe01-eqla1.blizzardonline.net -    0 |  494 |  494 |   55 |   57 |   64 |   58 |
|                   No response from host -  100 |   99 |    0 |    0 |    0 |    0 |    0 |
|                           24.105.30.159 -   10 |  363 |  330 |   50 |   52 |   62 |   54 |
|                             24.105.9.76 -    0 |  494 |  494 |   50 |   53 |   70 |   52 |
|________________________________________________|______|______|______|______|______|______|
   WinMTR v0.92 GPL V2 by Appnor MSP - Fully Managed Hosting & Cloud Provider

Thanks to anyone who can provide help in advanced.

Also, I’m sorry about how many times I have edited this post. I wanted to make sure that the information I was giving was accurate, and based on what I can see my original post was not accurate at all.

4 Likes
2

There is a thread about this on WoW forums a swell. It seems to be affecting only people on Sasktel and only Blizzard games.

us(dot)battle(dot)net/forums/en/wow/topic/20761937820?page=1

I called them yesterday and guy figured that packet loss is happening but couldn’t figure out why without senior technician… Said he would give me a call on Wednesday.

3

I work at Sasktel. We’re having province wide issues right now apparently and it’s not just connections to Blizzard’s servers.

It’s suspected that it’s due to water damage due to the thawing and refreezing of snow.

I don’t have an ETA on the fix - I just thought some people might appreciate knowing that the issue is known and that they’re working on resolving it.

1 Like
4

I’m on Sasktel and I’m having the exact same issue here aswell. Insane rubber banding in game, no hit markers or kill icons and random disconnects from the game all while my ping is normal at around ~50ms. Only started experiencing this yesterday. Any other non-blizzard game is fine. I’ve lost too many matches from this and is getting a bit frustrating.

5

Hi Friends,

We are looking in to issues with player who are on Sasktel right now. Posting Looking glass reports and WinMTRs are the best thing we can do right now.

Please post these and know we are doing our best to help!

In case y’all can’t get to the page for WinMTR.

  1. Download WinMTR from https://winmtrnet.codeplex.com/
  2. Run the WinMTR.NET.exe application If you get any errors make sure to run as admin.
  3. From there start the game. We’ll want to follow the instructions here to obtain the IP address:
The Americas
24.105.30.129 (US West)
24.105.62.129 (US Central)
  1. Type the IP address into the “Host” field.
  2. Click on “Start”. We’ll run the winMTR for about 10 minutes during the issue. Once done minimize the game and click on “Stop”.
  3. Click on “Copy Text to Clipboard” and paste the results here.

/Nathardrick

1 Like
6

Sasktel believes they have resolved the issue. I cannot test to verify if it has been as I will not be home for a while.

If it continues to occur please call their technical support @+1-888-773-2122 so that they can furher document the issue and narrow the scope of the problem.