Recently I have been experiencing so major lag in game when doing dungeons and Raid encounters. Sometimes these result in a disconnect from World of Warcraft. I am able to log back in as soon as I disconnect.
This has been going on for about a week now. We recently upgraded to 400mb/s internet from Spectrum about a month ago and that seems to be the only change.
I ran a TracerT and a Pathping. Any idea? Thank you in advance
TracerT:
Tracing route to 24.105.62.129 over a maximum of 30 hops
1 <1 ms <1 ms <1 ms RAC2V1S [192.168.1.1]
2 7 ms 9 ms 7 ms 142.254.145.65
3 20 ms 20 ms 22 ms network-024-029-006-001.cinci.rr.com [24.29.6.1]
4 11 ms 15 ms 15 ms be24.dytnoh5501r.midwest.rr.com [65.29.37.244]
5 20 ms 15 ms 23 ms be28.clevohek01r.midwest.rr.com [65.29.1.46]
6 27 ms 31 ms 32 ms ge-3-3-0.cr0.sjc10.tbone.rr.com [66.109.6.12]
7 29 ms 32 ms 31 ms bu-ether11.asbnva1611w-bcr00.tbone.rr.com [66.109.6.30]
8 27 ms 25 ms 25 ms 66.109.5.117
9 24 ms 25 ms 26 ms 66.109.9.155
10 39 ms 37 ms 34 ms ae1-br01-eqdc2.as57976.net [137.221.72.33]
11 * * * Request timed out.
12 40 ms 47 ms 47 ms et-0-0-0-pe04-eqch2.as57976.net [137.221.69.77]
13 * * * Request timed out.
14 * * * Request timed out.
15 * * * Request timed out.
16 * * * Request timed out.
17 * * * Request timed out.
18 * * * Request timed out.
19 * * * Request timed out.
20 * * * Request timed out.
21 * * * Request timed out.
22 * * * Request timed out.
23 * * * Request timed out.
24 * * * Request timed out.
25 * * * Request timed out.
26 * * * Request timed out.
27 * * * Request timed out.
28 * * * Request timed out.
29 * * * Request timed out.
30 * * * Request timed out.
Trace complete.
Path Ping:
Tracing route to 24.105.62.129 over a maximum of 30 hops
Your data shows 9% packet loss on hop 3 which is just outside your local home network. After that the loss will continue to show up.
The two tests you ran are snapshots that only capture a few packets. They don’t track behavior over time.
You may also want to run a WinMTR for about 10 mins or so when you are having issues. That captures the same data, but over 10 minutes instead of for only 3 packets.
Thanks for the quick reply. Those numbers were ran right after I had an issue. Once I saw your reply I ran a WinMTR for about 10 mins. I don’t know if it matters but I am not having the issue right now (morning) when I ran the test.
Nope! That WinMTR looks great. No packet loss at all so I am not surprised you don’t have problems today. Just keep an eye on it and repeat the WinMTR if it happens again. That is within your local ISP provider’s control (I am so sorry!). It means you have to deal with their tech support if it keeps happening and stays broken. Getting it escalated to someone who can read networking data is not easy. Also, pay attention to patterns - if it happens at a certain time of day it may be congestion.
Thanks! I just got off the phone with my ISP and of course I have to call back when it’s happening. I’ll try to run it again when it is happening. Thanks for the great information. I’ll keep this post updated as I’m sure I’ll have to make a phone call later tonight.
UPDATE: After several phone calls to my ISP I was finally able to get in touch with representative that was very helpful. They sent out a technician out to the house and they didn’t find a problem so they escalated the ticket even further. They reported that there must be an issue with the “Node” in my neighborhood and they would fix it in house.
It’s been a few days since then and I can report that my connection has been significantly improved. I’ve had a maybe 2 disconnects since their fix but it’s a lot better.
With your help I was able to help focus their attention to the right area and help resolve this issue.
Thank you so much for taking the time to read my post and point me in the right direction! I appreciate you.
Ten to one, it was someone on the node with a MoCA device causing noise ingress to mess with the return signal. That’s why nothing was found on your end, but fixed “in house”. You’d be surprised just how common that is on HFC networks.
Something you can use to troubleshoot is, if you have either Netgear or Arris based cable modems (with ISP provided equipment that’s usually a Touchstone gateway or an Arris CMxxxx model), you can use the following IP address to check your modem’s signal: 192.168.100.1. This will show you your locked channels, downstream power levels, and upstream signal levels. That way even if the MTR looks good, you can check your signal levels to see if there’s something out of the ordinary.
For cable modems, ideal downstream power ranges are +7 dBmV to -7 dBmV. “Acceptable” ranges are >+7 dBmV to 10 dBmV and <-7 dBmV to -10 dBmV. “Barely in spec” range are the ±10 to 13 dBmV range. Anything above +13 dBmV or below -13 dBmV is out of spec.
For upstream signal levels, you want 40-47 dBmV for DOCSIS 3.0 upstream, though anything up to 51 dBmV will still connect decently well. Above 51 dBmV will DC a lot, and anything over 54 dBmV is out of spec. Anything below 33 dBmV needs your ISP to check their line cards at the CMTS plant. The upstream signal level equates to how “loud” your cable modem is talking to the line card at the CMTS plant. If if has to yell at the top of its digital lungs, you’ve got noise on the line.
I’m glad your ISP got it worked out, and hopefully whoever’s equipment they modified will no longer be a problem for your node.
Well, the ISPs are the ones who own all the lines and hardware that carry data packets. If testing shows packet loss then yes, it has to be somewhere along the lines carrying the data.
Rarely, the issue can be their own computer hardware or router, but that is not as common as internet packet loss or congestion issues.
Yes, all ISPs all over the world deal with packet loss on a nearly daily basis somewhere in their lines and hardware.
I just hope that if someone is having a similar issue that this would help. Through this whole process it boggled my mind how different my answers were from representative to representative when asking them the same question. It wasn’t until I called the 4th time and was lucky enough to get a rep that looked at the logs and said “Holy CRAP!” haha.
My main advice is if you have to call your ISP and you feel like your rep is not helping - hang up and call back.
The front line tech folks are not good with networking data like that. It is hard to push it to someone who will read it AND understand it. I feel really bad for folks who have to call, and even worse for folks who don’t have the logs or knowledge to discuss it. They likely stay stuck with poor quality service for a very long time.
First I would like to point out that its hardly EVERYONE… there are 5,000,000 people who play WoW. I see maybe 20 posts a day where people are having issues connecting to the game. It might just be that its the most common issue you see on the Support Forums… doesnt mean all 5M players are having these issues.
Yes this is correct! Most ISP’s will have issues resulting in Dropped packets/Data loss. For I want to say 90% of the population it goes unnoticed. Unless you are playing Video Games that requires a constant UDP connection for both data upload and download, you wouldn’t notice if there was 10% packet loss.
First I would like to ask where you’re getting this number…
Second, I never implied that all “5mil” people had this problem. Anyone can clearly see that I’m talking about the people asking these questions on this specific forum about technical problems.
