Losing Connection

Support Technical Support
1

I have been having a connection issue ever since I got Xfinity X1 1 GB service, and wanted to determine whether this was a Blizzard issue or an issue on my end. What happens is I either get the 51900319 error, or I lose the ability to do anything in game. There are no known common factors as to when this happens.

When this happens, I either have to restart the game or alt-f4 out. The game then lasts a random amount duration before happening again. What I have to do is reboot the modem, in which case I have no problems for anywhere from 1-3 days before it starts again. I’ve been running WinMTR and just got the following results when I was disconnected:

|Host - % | Sent | Recv | Best| Avrg Wrst| Last|
10.0.0.1 - 60 | 21565 | 8683 | 0 | 15 | 702 | 17 |
96.120.112.73 - 56 | 18955 | 8526 | 0 | 15 | 677 | 20 |
96.108.125.9 - 53 | 18090 | 8521 | 0 | 15 | 672 | 16 |
162.151.92.5 - 53 | 18033 | 8522 | 0 | 15 | 702 | 15 |
be-153… net - 58 | 20243 | 8526 | 0 | 21 | 670 | 19 |
be-3-ar…net - 59 | 20512 | 8526 | 0 | 33 | 693 | 30 |
be-33…n et - 57 | 19706 | 8525 | 0 | 33 | 678 | 35 |
be-105…net - 53 | 17980 | 8521 | 25 | 32 | 679 | 36 |
173.167.58.14 -20 | 10494 | 8447 | 0 | 36 | 678 | 35 |
ae1- … .n et - 61 | 21351 | 8393 | 25 | 39 | 4659 | 33 |
be1-p…n et - 56 | 19174 | 8478 | 26 | 32 | 680 | 34 |
24.105.62.129 -60 | 20628 | 8439 | 24 | 30 | 696 | 34 |

My knowledge of networking is little to none, so I am not sure what to make of these numbers. I have shortened some of the addresses.

What exactly does this mean? Does this indicate that my ISP is having an issue? I appreciate any insight.

2

Howdy Pénélope,

The WinMTR shows a major issue with packet loss of 60% at your modem. This is more than enough to impact your connection to Wow as the game runs in real time to update the world around you of your actions and your actions to the world. It cannot buffer like a web site or streaming service can, so data loss of this amount would cause a disconnect and appears to be the most impactful source of your disconnection issues. I’d recommend to contact your Internet Service Provider to show them the WinMTR and have them check out your modem.

I would also suggest hardwiring into your modem if you are currently wireless, if you are hardwired try changing the port you are plugged into (If possible) But other than these two things the ISP really needs to take a look into this high packet loss.