High Latency - Shaw - Vancouver BC Canada

Support Technical Support
1

I am having consistently high latency when playing World of Warcraft and I would like is resolved before Shadowlands launch. It is most noticeable within instances or around many players. Basic network troubleshooting indicates this is a problem no matter what content I play. Willing and able to provide whatever information you need to identify a possible cause.

I am currently running WoW on a Mac Pro 7,1 running Windows 10 in bootcamp. I have the latest drivers available for my hardware and even use a separate network card; Presto Solo 10GBASE-T Ethernet 1-Port PCIe Card. I have even attempted the traceroute and WinMTR tests using WiFi with no change in behavior. I see similar behavior when running WoW on Mac OS.

Your looking-glass test seems to indicate a 100% packet loss. I have followed your instructions for producing a traceroute, DxDiag and MSInfo file. Additionally I have used the WinMTR program to capture network activity while playing and it does seem to indicate severe packet loss while playing the game.

How can I improve my connection to WoW?

Based on what I understand of the tests I have run it does not appear to by my local router. I have flushed DNS, renewed my local IP, tried a wireless connection, and have recently reset my network hardware to factory settings.

Thank you.

Looking-Glass Results

TRACEROUTE:
traceroute to 24.86.135.129 (24.86.135.129), 15 hops max, 60 byte packets
 1  Blizzard Blizzard  0.964 ms  0.961 ms  0.962 ms
 2  24.105.18.130 (24.105.18.130)  0.961 ms  0.964 ms  1.680 ms
 3  137.221.105.10 (137.221.105.10)  1.695 ms  1.698 ms  1.698 ms
 4  137.221.66.16 (137.221.66.16)  1.000 ms  1.014 ms  1.015 ms
 5  137.221.83.80 (137.221.83.80)  1096.388 ms  1096.428 ms  1096.441 ms
 6  * * *
 7  137.221.65.1 (137.221.65.1)  12.892 ms  12.828 ms  12.822 ms
 8  137.221.65.7 (137.221.65.7)  12.982 ms  12.980 ms  12.979 ms
 9  137.221.70.34 (137.221.70.34)  12.887 ms  12.943 ms  12.944 ms
10  rt0sj-equinix.cl.shawcable.net (206.223.116.20)  14.697 ms  16.529 ms  13.073 ms
11  dx11vt-la0-s1.vc.int.shawcable.net (64.59.152.90)  34.871 ms  34.868 ms  36.162 ms
12  dx11vt-la0-s1.vc.int.shawcable.net (64.59.152.90)  34.518 ms  34.534 ms  34.524 ms
13  * * *
14  * * *
15  * * *


09/09/2020 02:37:13 UTC
--------------------

TRACEROUTE:
traceroute to 24.86.135.129 (24.86.135.129), 15 hops max, 60 byte packets
 1  Blizzard Blizzard  0.416 ms  0.406 ms  0.403 ms
 2  24.105.18.2 (24.105.18.2)  0.599 ms  0.691 ms  0.781 ms
 3  137.221.105.10 (137.221.105.10)  0.921 ms  0.927 ms  0.958 ms
 4  137.221.66.20 (137.221.66.20)  0.687 ms  0.686 ms  0.737 ms
 5  137.221.83.84 (137.221.83.84)  1442.989 ms  1443.006 ms  1443.006 ms
 6  * * *
 7  137.221.65.1 (137.221.65.1)  16.159 ms  15.425 ms  15.385 ms
 8  137.221.65.7 (137.221.65.7)  13.199 ms  13.210 ms  13.206 ms
 9  137.221.70.34 (137.221.70.34)  13.184 ms  13.047 ms  13.031 ms
10  rt0sj-equinix.cl.shawcable.net (206.223.116.20)  16.083 ms  16.425 ms  16.450 ms
11  dx11vt-la0-s1.vc.int.shawcable.net (64.59.152.90)  34.888 ms  34.938 ms  34.717 ms
12  dx11vt-la0-s1.vc.int.shawcable.net (64.59.152.90)  34.409 ms  34.493 ms  34.543 ms
13  * * *
14  * * *
15  * * *


09/09/2020 02:37:13 UTC
--------------------

TRACEROUTE:
traceroute to 24.86.135.129 (24.86.135.129), 15 hops max, 60 byte packets
 1  Blizzard Blizzard  0.299 ms  0.292 ms  0.291 ms
 2  24.105.18.2 (24.105.18.2)  0.500 ms  0.564 ms  0.735 ms
 3  137.221.105.10 (137.221.105.10)  0.839 ms  0.847 ms  0.848 ms
 4  137.221.66.20 (137.221.66.20)  0.394 ms  0.449 ms  0.450 ms
 5  137.221.83.84 (137.221.83.84)  1009.088 ms  1009.104 ms  1009.106 ms
 6  * * *
 7  137.221.65.1 (137.221.65.1)  36.845 ms  36.877 ms  36.881 ms
 8  137.221.65.7 (137.221.65.7)  12.777 ms  12.893 ms  12.924 ms
 9  137.221.70.34 (137.221.70.34)  15.207 ms  14.618 ms  14.580 ms
10  rt0sj-equinix.cl.shawcable.net (206.223.116.20)  15.296 ms  16.314 ms  15.561 ms
11  dx11vt-la0-s1.vc.int.shawcable.net (64.59.152.90)  34.751 ms  34.867 ms  34.838 ms
12  dx11vt-la0-s1.vc.int.shawcable.net (64.59.152.90)  34.801 ms  34.981 ms  34.478 ms
13  * * *
14  * * *
15  * * *


09/09/2020 02:37:15 UTC
--------------------

PING:
PING 24.86.135.129 (24.86.135.129) 56(84) bytes of data.

--- 24.86.135.129 ping statistics ---
4 packets transmitted, 0 received, 100% packet loss, time 3009ms



09/09/2020 02:37:13 UTC
--------------------

PING:
PING 24.86.135.129 (24.86.135.129) 56(84) bytes of data.

--- 24.86.135.129 ping statistics ---
4 packets transmitted, 0 received, 100% packet loss, time 3011ms



09/09/2020 02:37:13 UTC
--------------------

TRACEROUTE:
traceroute to 24.86.135.129 (24.86.135.129), 15 hops max, 60 byte packets
 1  Blizzard Blizzard  0.619 ms  0.613 ms  0.613 ms
 2  37.244.23.131 (37.244.23.131)  0.780 ms  0.913 ms  0.936 ms
 3  24.105.62.152 (24.105.62.152)  1.170 ms  1.196 ms  1.284 ms
 4  137.221.66.14 (137.221.66.14)  1.532 ms  1.556 ms  1.560 ms
 5  * * *
 6  137.221.69.34 (137.221.69.34)  1.897 ms  1.577 ms  1.551 ms
 7  rc3ec-tge0-1-0-16.il.shawcable.net (66.163.65.21)  2.441 ms  2.182 ms  2.282 ms
 8  dx11vt-la0-s1.vc.int.shawcable.net (64.59.152.90)  48.911 ms  48.962 ms  49.080 ms
 9  dx11vt-la0-s1.vc.int.shawcable.net (64.59.152.90)  48.534 ms  48.452 ms  48.612 ms
10  * * *
11  * * *
12  * * *
13  * * *
14  * * *
15  * * *


09/09/2020 02:37:18 UTC
--------------------

PING:
PING 24.86.135.129 (24.86.135.129) 56(84) bytes of data.

--- 24.86.135.129 ping statistics ---
4 packets transmitted, 0 received, 100% packet loss, time 3002ms



09/09/2020 02:37:17 UTC
--------------------

PING:
PING 24.86.135.129 (24.86.135.129) 56(84) bytes of data.

--- 24.86.135.129 ping statistics ---
4 packets transmitted, 0 received, 100% packet loss, time 2998ms



09/09/2020 02:37:22 UTC
--------------------

MTR:
Start: Wed Sep  9 02:37:13 2020 Blizzard  1.|-- Blizzard                       0.0%    10    0.4   1.1   0.3   7.2   2.0
  2.|-- 24.105.18.130                       0.0%    10    0.7   1.1   0.5   4.2   1.0
  3.|-- 137.221.105.10                      0.0%    10    1.0   1.3   0.9   4.3   0.9
  4.|-- 137.221.66.16                       0.0%    10    0.6   0.6   0.5   0.9   0.0
  5.|-- 137.221.83.80                       0.0%    10  561.1 845.2  41.9 1367. 397.1
  6.|-- 137.221.65.68                      90.0%    10  14877 14877 14877 14877   0.0
  7.|-- 137.221.65.1                        0.0%    10   48.6  24.3  12.7  52.9  15.4
  8.|-- 137.221.65.7                        0.0%    10   26.5  14.3  12.8  26.5   4.3
  9.|-- 137.221.70.34                       0.0%    10   13.0  14.7  13.0  28.2   4.7
 10.|-- rt0sj-equinix.cl.shawcable.net      0.0%    10   13.3  14.5  12.7  16.5   0.9
 11.|-- dx11vt-la0-s1.vc.int.shawcable.net  0.0%    10   35.0  35.0  34.9  35.1   0.0
 12.|-- dx11vt-la0-s1.vc.int.shawcable.net  0.0%    10   34.6  34.7  34.5  34.8   0.0
 13.|-- ???                                100.0    10    0.0   0.0   0.0   0.0   0.0


09/09/2020 02:37:13 UTC
--------------------

MTR:
Start: Wed Sep  9 02:37:13 2020 Blizzard  1.|-- Blizzard                       0.0%    10    0.3   0.5   0.3   1.3   0.0
  2.|-- 24.105.18.130                       0.0%    10    0.6   1.0   0.6   3.8   0.9
  3.|-- 137.221.105.10                      0.0%    10    1.0   1.0   0.8   1.2   0.0
  4.|-- 137.221.66.16                       0.0%    10    0.5  10.2   0.4  97.0  30.5
  5.|-- 137.221.83.80                       0.0%    10  394.0 776.3 104.4 1199. 378.5
  6.|-- 137.221.65.68                      90.0%    10  14769 14769 14769 14769   0.0
  7.|-- 137.221.65.1                        0.0%    10   30.9  23.3  12.8  49.1  12.9
  8.|-- 137.221.65.7                        0.0%    10   13.0  16.5  12.9  33.3   7.4
  9.|-- 137.221.70.34                       0.0%    10   13.0  18.8  12.9  67.3  17.0
 10.|-- rt0sj-equinix.cl.shawcable.net      0.0%    10   14.3  14.9  12.6  16.8   1.3
 11.|-- dx11vt-la0-s1.vc.int.shawcable.net  0.0%    10   35.0  35.2  34.9  36.2   0.0
 12.|-- dx11vt-la0-s1.vc.int.shawcable.net  0.0%    10   34.6  34.7  34.5  35.3   0.0
 13.|-- ???                                100.0    10    0.0   0.0   0.0   0.0   0.0


09/09/2020 02:37:13 UTC
--------------------

MTR:
Start: Wed Sep  9 02:37:15 2020 Blizzard  1.|-- Blizzard                        0.0%    10    0.3   0.3   0.2   0.3   0.0
  2.|-- 24.105.18.2                         0.0%    10    0.5   2.2   0.5  16.1   4.8
  3.|-- 137.221.105.10                      0.0%    10    0.8   0.9   0.8   1.2   0.0
  4.|-- 137.221.66.20                       0.0%    10    0.6   3.6   0.4  30.4   9.4
  5.|-- 137.221.83.84                       0.0%    10  1352. 872.1 276.3 1386. 387.6
  6.|-- 137.221.65.68                      90.0%    10  14904 14904 14904 14904   0.0
  7.|-- 137.221.65.1                        0.0%    10   62.6  30.8  12.9  62.6  19.9
  8.|-- 137.221.65.7                        0.0%    10   12.8  12.8  12.7  12.9   0.0
  9.|-- 137.221.70.34                       0.0%    10   14.6  20.5  12.9  73.1  18.6
 10.|-- rt0sj-equinix.cl.shawcable.net      0.0%    10   13.5  14.2  12.8  16.4   1.2
 11.|-- dx11vt-la0-s1.vc.int.shawcable.net  0.0%    10   35.2  35.9  34.7  44.9   3.1
 12.|-- dx11vt-la0-s1.vc.int.shawcable.net  0.0%    10   34.8  34.6  34.5  34.8   0.0
 13.|-- ???                                100.0    10    0.0   0.0   0.0   0.0   0.0


09/09/2020 02:37:15 UTC
--------------------

TRACEROUTE:
traceroute to 24.86.135.129 (24.86.135.129), 15 hops max, 60 byte packets
 1  Blizzard Blizzard  2.800 ms  2.798 ms  2.796 ms
 2  37.244.23.131 (37.244.23.131)  2.822 ms  2.825 ms  2.828 ms
 3  24.105.62.152 (24.105.62.152)  2.856 ms  2.861 ms  2.865 ms
 4  137.221.66.14 (137.221.66.14)  2.892 ms  2.895 ms  2.899 ms
 5  * * *
 6  137.221.69.34 (137.221.69.34)  3.100 ms  6.321 ms  6.309 ms
 7  rc3ec-tge0-1-0-16.il.shawcable.net (66.163.65.21)  6.355 ms  7.021 ms  7.118 ms
 8  dx11vt-la0-s1.vc.int.shawcable.net (64.59.152.90)  53.688 ms  48.890 ms  49.019 ms
 9  dx11vt-la0-s1.vc.int.shawcable.net (64.59.152.90)  48.634 ms  48.495 ms  48.579 ms
10  * * *
11  * * *
12  * * *
13  * * *
14  * * *
15  * * *


09/09/2020 02:37:28 UTC
--------------------

MTR:
Start: Wed Sep  9 02:37:18 2020 Blizzard  1.|-- Blizzard                       0.0%    10    0.3   0.4   0.3   0.5   0.0
  2.|-- 37.244.23.131                       0.0%    10    0.6   0.6   0.5   0.7   0.0
  3.|-- 24.105.62.152                       0.0%    10    1.0   1.0   0.7   1.4   0.0
  4.|-- 137.221.66.14                       0.0%    10    1.3   1.3   1.0   1.5   0.0
  5.|-- ???                                100.0    10    0.0   0.0   0.0   0.0   0.0
  6.|-- 137.221.69.34                       0.0%    10    1.5   9.1   1.5  61.8  18.8
  7.|-- rc3ec-tge0-1-0-16.il.shawcable.net  0.0%    10    2.5   2.4   2.2   2.5   0.0
  8.|-- dx11vt-la0-s1.vc.int.shawcable.net  0.0%    10   49.1  49.1  48.9  49.6   0.0
  9.|-- dx11vt-la0-s1.vc.int.shawcable.net  0.0%    10   48.6  48.6  48.4  49.0   0.0
 10.|-- ???                                100.0    10    0.0   0.0   0.0   0.0   0.0


09/09/2020 02:37:18 UTC
--------------------

PING:
PING 24.86.135.129 (24.86.135.129) 56(84) bytes of data.

--- 24.86.135.129 ping statistics ---
4 packets transmitted, 0 received, 100% packet loss, time 3006ms



09/09/2020 02:37:29 UTC
--------------------

TRACEROUTE:
traceroute to 24.86.135.129 (24.86.135.129), 15 hops max, 60 byte packets
 1  Blizzard Blizzard  0.287 ms  0.302 ms  0.315 ms
 2  37.244.23.131 (37.244.23.131)  1.862 ms  1.886 ms  1.901 ms
 3  24.105.62.152 (24.105.62.152)  1.673 ms  1.723 ms  1.739 ms
 4  137.221.66.14 (137.221.66.14)  1.749 ms  1.759 ms  1.770 ms
 5  * * *
 6  137.221.69.34 (137.221.69.34)  1.764 ms  1.721 ms  1.712 ms
 7  rc3ec-tge0-1-0-16.il.shawcable.net (66.163.65.21)  2.581 ms  2.624 ms  2.633 ms
 8  dx11vt-la0-s1.vc.int.shawcable.net (64.59.152.90)  48.957 ms  49.001 ms  49.202 ms
 9  dx11vt-la0-s1.vc.int.shawcable.net (64.59.152.90)  48.635 ms  48.694 ms  48.623 ms
10  * * *
11  * * *
12  * * *
13  * * *
14  * * *
15  * * *


09/09/2020 02:37:31 UTC
--------------------

PING:
PING 24.86.135.129 (24.86.135.129) 56(84) bytes of data.

--- 24.86.135.129 ping statistics ---
4 packets transmitted, 0 received, 100% packet loss, time 2998ms



09/09/2020 02:37:32 UTC
--------------------

MTR:
Start: Wed Sep  9 02:37:23 2020 Blizzard  1.|-- Blizzard                       0.0%    10    0.5   0.4   0.3   0.5   0.0
  2.|-- 37.244.23.131                       0.0%    10    0.7   0.7   0.5   1.0   0.0
  3.|-- 24.105.62.152                       0.0%    10    0.8   1.0   0.7   1.2   0.0
  4.|-- 137.221.66.14                       0.0%    10    1.4   1.4   1.2   1.7   0.0
  5.|-- ???                                100.0    10    0.0   0.0   0.0   0.0   0.0
  6.|-- 137.221.69.34                       0.0%    10    1.6   5.6   1.5  29.7   8.8
  7.|-- rc3ec-tge0-1-0-16.il.shawcable.net  0.0%    10    2.5   2.4   2.1   2.6   0.0
  8.|-- dx11vt-la0-s1.vc.int.shawcable.net  0.0%    10   48.9  49.7  48.9  50.8   0.3
  9.|-- dx11vt-la0-s1.vc.int.shawcable.net  0.0%    10   48.7  48.6  48.5  48.7   0.0
 10.|-- ???                                100.0    10    0.0   0.0   0.0   0.0   0.0


09/09/2020 02:37:23 UTC
--------------------

MTR:
Start: Wed Sep  9 02:37:29 2020 Blizzard  1.|-- Blizzard                       0.0%    10    0.2   0.4   0.2   0.6   0.0
  2.|-- 37.244.23.131                       0.0%    10    0.6   0.6   0.5   0.9   0.0
  3.|-- 24.105.62.152                       0.0%    10    0.8   0.8   0.7   1.0   0.0
  4.|-- 137.221.66.14                       0.0%    10    1.2   1.2   1.0   1.5   0.0
  5.|-- ???                                100.0    10    0.0   0.0   0.0   0.0   0.0
  6.|-- 137.221.69.34                       0.0%    10    2.0   3.1   1.6  14.1   3.8
  7.|-- rc3ec-tge0-1-0-16.il.shawcable.net  0.0%    10    2.0   2.2   2.0   2.3   0.0
  8.|-- dx11vt-la0-s1.vc.int.shawcable.net  0.0%    10   48.8  49.5  48.8  52.1   0.9
  9.|-- dx11vt-la0-s1.vc.int.shawcable.net  0.0%    10   48.5  48.5  48.4  48.6   0.0
 10.|-- ???                                100.0    10    0.0   0.0   0.0   0.0   0.0


09/09/2020 02:37:29 UTC
--------------------

WinMTR Results

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

|                                      WinMTR statistics                                   |

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

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

|                          setup.ubnt.com -    0 |  100 |  100 |    0 |    0 |    0 |    0 |

|                              50.64.64.1 -    0 |  100 |  100 |    7 |   10 |   18 |    7 |

|          rc1st-be127-1.vc.shawcable.net -    0 |  100 |  100 |    7 |    9 |   17 |   10 |

|           rc2wt-be50-1.wa.shawcable.net -    0 |  100 |  100 |   12 |   15 |   21 |   15 |

|     rc6wt-tge0-10-0-11.wa.shawcable.net -    0 |  100 |  100 |   11 |   18 |   67 |   12 |

|              ae1-br01-eqse2.as57976.net -    0 |  100 |  100 |   42 |   47 |   86 |   46 |

|       xe-0-0-0-1-br01-eqsv5.as57976.net -    0 |  100 |  100 |   42 |   48 |   81 |   44 |

|        et-0-0-29-br02-eqsv5.as57976.net -    0 |  100 |  100 |   41 |   46 |   78 |   43 |

|       xe-0-0-1-1-br02-eqla1.as57976.net -    0 |  100 |  100 |   41 |  103 | 1290 |   82 |

|        et-0-0-29-br01-eqla1.as57976.net -    0 |   99 |   99 |   52 |  247 | 1829 |  107 |

|                   No response from host -  100 |   19 |    0 |    0 |    0 |    0 |    0 |

|        et-0-0-0-pe01-swlv10.as57976.net -    0 |  100 |  100 |   42 |   47 |  110 |   49 |

|                           137.221.105.2 -    0 |  100 |  100 |   41 |   44 |   52 |   42 |

|________________________________________________|______|______|______|______|______|______|

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

Traceroute Results

Tracing route to 137.221.105.2 over a maximum of 30 hops

  1    <1 ms    <1 ms    <1 ms  192.168.1.1 
  2    10 ms     8 ms     7 ms  50.64.64.1 
  3    12 ms     7 ms     8 ms  rc1st-be127-1.vc.shawcable.net [64.59.152.93] 
  4    12 ms    11 ms    12 ms  rc2wt-be50-1.wa.shawcable.net [66.163.70.106] 
  5    12 ms    12 ms    12 ms  rc6wt-tge0-10-0-11.wa.shawcable.net [66.163.68.70] 
  6    42 ms    43 ms    42 ms  ae1-br01-eqse2.as57976.net [137.221.73.33] 
  7    41 ms    41 ms    41 ms  xe-0-0-0-1-br01-eqsv5.as57976.net [137.221.65.40] 
  8    42 ms    41 ms    42 ms  et-0-0-29-br02-eqsv5.as57976.net [137.221.65.117] 
  9    48 ms    42 ms    42 ms  xe-0-0-1-1-br02-eqla1.as57976.net [137.221.65.6] 
 10   144 ms   219 ms   223 ms  et-0-0-29-br01-eqla1.as57976.net [137.221.65.0] 
 11     *        *        *     Request timed out.
 12    41 ms    41 ms    41 ms  et-0-0-0-pe01-swlv10.as57976.net [137.221.83.81] 
 13    42 ms    42 ms    42 ms  137.221.105.2 

Trace complete.

–

I have contacted my ISP (Shaw) at the request of Blizzard Support but as you all know dealing with them can be painful and slow.

Blizzard support also mentioned I should create a post here. For what reason I am unsure. They did mention that they are seeing many reports from customers in my region.

With so many reports I would like to think Blizzard has the resources to gather case information and speak with the ISP’s directly. Wishful thinking?

Any help would be appreciated.

2

Using a VPN as recommended by support appears to be working.

However, I do feel like the added expense of a VPN is unjustified when I pay Blizzard a subscription fee to play the game.

If there are many reports of this issue from my region you would think they could escelate on their customers behalf.

4

Howdy Arnti,

I’m not seeing any latency spikes here and it looks like you are getting around 41-52ms latency to the game servers. The 100% packet loss you noticed is normal behavior as these routers are configured to not respond to ICMP tests but will pass normal data along to the next router.

If you were experiencing latency during these tests, there may be something else happening on the computer or home network that isn’t showing up. One way to narrow this down would be to test an alternate network like a mobile hotspot to see if the latency persists. It’s also not uncommon for addons to cause latency issues in-game so try a UI reset if you haven’t already.

5

It’s also not uncommon for addons to cause latency issues in-game so try a UI reset if you haven’t already.

I just performed a UI reset and it had no impact. Still saw 1000+ ping on world servers. My home latency always remains below 100ms.

I turned on the VPN again and it immediately showed improvement. Connection through Chicago kept my world ping below 100ms consistently in the same epic PvP match where I was seeing 1000+.

Considering I have no other local networking issues I do not believe it is an issue on my end. Even so I did a factory reset on my devices and continue to monitor them for issues. None so far.

Seeing the number of reports on this forum from other users in my region I encourage Blizzard to investigate.

6

Howdy Poeas,

If using a VPN showed improvement then it’s likely not on your side but a routing issue happening somewhere between you and our servers, likely on the ISP route. I checked again and didn’t see any widespread reports from Canada specifically for latency. It’s possible that your issue may be related to the issues described here though. In this case though the only thing we can suggest is to reach out the ISP and see if they can find out what’s happening while that issue is being investigated.

7

Coughs, have ya looked at that hop, my isp was wondering too? Because my isp and i have been through everything to getting a new modem that priorities ping fist, and lag/high ms is still there.