High Latency (on certain times) when logging on a Sargeras character

Support Technical Support
1

Hi, I play in the Philippines and using a Fiber connection from PLDT (our ISP). When I log onto my Sargeras characters I experience HIGH LATENCY from 1am PST to 1pm PST. It ONLY happens on those times–outside of those times the latency’s okay. Also, when I log onto my Frostmourne from 1am PST to 1pm PST my characters’ latencies are acceptable.

Here’s my Winmtr results using 24.105.62.129 (US Central) to test:

|------------------------------------------------------------------------------------------|

| WinMTR statistics |

| Host - % | Sent | Recv | Best | Avrg | Wrst | Last |

|------------------------------------------------|------|------|------|------|------|------|

| 192.168.1.1 - 0 | 314 | 314 | 0 | 4 | 91 | 0 |

| 100.83.0.1 - 0 | 314 | 314 | 2 | 10 | 129 | 7 |

| 124.106.9.182 - 0 | 314 | 314 | 2 | 10 | 136 | 4 |

| 210.213.131.178.static.pldt. net - 4 | 274 | 264 | 84 | 92 | 233 | 84 |

| 210.213.131.179.static.pldt. net - 5 | 262 | 249 | 107 | 131 | 314 | 122 |

| s-b5-link.ip.twelve99. net - 13 | 210 | 184 | 229 | 280 | 423 | 270 |

| s-bb2-link.ip.twelve99. net - 15 | 198 | 169 | 228 | 279 | 419 | 278 |

| kbn-bb2-link.ip.twelve99. net - 87 | 69 | 9 | 0 | 1343 | 1381 | 1334 |

| nyk-bb2-link.ip.twelve99. net - 50 | 106 | 54 | 326 | 350 | 457 | 326 |

| chi-b23-link.ip.twelve99. net - 4 | 278 | 269 | 323 | 338 | 486 | 361 |

|blizzard-ic348622-chi-b23.ip.twelve99-cust. net - 10 | 226 | 204 | 322 | 339 | 457 | 323 |

| ae1-br02-eqch2.as57976. net - 5 | 248 | 237 | 350 | 882 | 2627 | 1729 |

| et-0-0-1-pe03-eqch2.as57976. net - 10 | 230 | 209 | 322 | 333 | 424 | 323 |

| 24.105.62.129 - 5 | 270 | 259 | 324 | 347 | 455 | 365 |

|____________|||||||

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

and here’s my Pathping results, using 24.105.62.129 US Central IP:

Tracing route to 24.105.62.129 over a maximum of 30 hops

0 ARES-Supercomputer [192.168.1.2]
1 192.168.1.1
2 100.83.0.1
3 124.106.9.182
4 210.213.131.178.static.pldt. net [210.213.131.178]
5 210.213.131.179.static.pldt. net [210.213.131.179]
6 s-b5-link.ip.twelve99. net [62.115.186.136]
7 s-bb2-link.ip.twelve99. net [80.91.253.226]
8 * * *
Computing statistics for 175 seconds…
Source to Here This Node/Link
Hop RTT Lost/Sent = Pct Lost/Sent = Pct Address
0 ARES-Supercomputer [192.168.1.2]
0/ 100 = 0% |
1 4ms 0/ 100 = 0% 0/ 100 = 0% 192.168.1.1
0/ 100 = 0% |
2 11ms 0/ 100 = 0% 0/ 100 = 0% 100.83.0.1
0/ 100 = 0% |
3 9ms 0/ 100 = 0% 0/ 100 = 0% 124.106.9.182
0/ 100 = 0% |
4 31ms 0/ 100 = 0% 0/ 100 = 0% 210.213.131.178.static.pldt. net [210.213.131.178]
0/ 100 = 0% |
5 95ms 3/ 100 = 3% 3/ 100 = 3% 210.213.131.179.static.pldt. net [210.213.131.179]
0/ 100 = 0% |
6 269ms 0/ 100 = 0% 0/ 100 = 0% s-b5-link.ip.twelve99. net [62.115.186.136]
100/ 100 =100% |
7 — 100/ 100 =100% 0/ 100 = 0% s-bb2-link.ip.twelve99. net [80.91.253.226]

Trace complete.

Will supply additional information if required. Thank you. I hope this issue is fixed before 9.2 comes out.

Also when I try to create this topic, it says ‘links aren’t allowed’ so I replaced every .net here to . net (a space between) so that I can post this. FYI.

2

Hey there,

Looking over the WinMTR data you provided I am not surprised you are encountering issues with the connection to our services.

The test shows significant data loss and latency within your ISP’s network.

| 192.168.1.1 - 0 | 314 | 314 | 0 | 4 | 91 | 0 |

The first hop (PC to Router) shows some minor instability with a latency spike reaching 91ms. Not the end of the world as the average latency is 4ms. means this was likely a fluke and not a sign of something larger.

| 100.83.0.1 - 0 | 314 | 314 | 2 | 10 | 129 | 7 |

Second hop is typically the connection to the modem itself. Not seeing a major increase from hop 1 to 2 so still likely doing OK at this point.

| 124.106.9.182 - 0 | 314 | 314 | 2 | 10 | 136 | 4 |

First ISP hop usually a neighborhood connection . Again not much increase here.

| 210.213.131.178.static.pldt. net - 4 | 274 | 264 | 84 | 92 | 233 | 84 |

The ISP and here is where we see the start of issues. 4% data loss latency spikes of 233ms and an average latency of 92.

| 210.213.131.179.static.pldt. net - 5 | 262 | 249 | 107 | 131 | 314 | 122 |

This continues on through the rest of the connection from your ISP, to their peering partner/backbone, to our peering and our network itself.

| 24.105.62.129 - 5 | 270 | 259 | 324 | 347 | 455 | 365 |

By the time your data reaches us we are looking at 5% data loss, latency spike of 455ms with an average latency of 347ms. (best latency was 324ms)

Whatever is going on starts within your ISP’s network. That it is timespecific also points to an ISP issue. I will offer some basic steps but you will likely need to reach out to your ISP and show them the data you showed us.

Try doing an extended power cycle on your system. Turn off all devices including the modem. Wait 30 minutes, turn on the modem, wait 5 minutes, turn on any network devices, wait 2 minutes, turn on your computer and try the game.

You can try switching your DNS settings to use a free public DNS servers instead of your ISPs Servers:

We do not have individual steps for specific modems or routers so if you need assistance accessing or updating the devices, contact the device maker/provider.

Sometimes firewall or routing software/hardware will have some advanced settings to prioritize and manage types of network traffic. Normally that is not an issue but we have seen situations where it can intefere with the delivery of the data for our games/voice chat.

Let’s try turning off these features:

QoS
SIP ALG
RoG (ASUS Routers Only)
Security firewalls (Some ISP provided modems)

Not all devices will have these options and the steps for turning these functions off will be different depending on the make/model/software version of the devices and programs involved. If necessary look at the documentation for your security and routing products to find out how to turn these options off.

In some cases there is a corrupt or misconfigured setting within the router or modem. We cannot say what that might be offhand but the easiest way to resolve these conflicts would be to factory reset the router and/or modem.

You may need to look up your specific model for the steps on how to do this and in some rare cases you may need to have this done by the ISP. Feel free to reach out to them for assistance if necessary.

1 Like
3

ok thanks will try these

4

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