cancel
Showing results for 
Search instead for 
Did you mean: 

massive ping/latency problem with gaming.

chun334
Dabbler
Posts: 15
Registered: 08-06-2014

massive ping/latency problem with gaming.

Hi i need some serious help with gaming, everytime i play online games (diablo, league of legends, etc) i get insanely high ping/latency 1000+, i get between 4-8mbps speed on speedtest.net, which was more than enough when i was with my previous company(AOL), and plus.net customer service has been absolutely useless in helping me...
they told me to try several things after several calls to them, i tried:
1. alternative DNS Address.
2. using test socket.
3. changing router channel.
i have asked for help with the games im playing, and they are saying its the ISP fault 100%, however it seems plusnet is not admitting it is their fault, and just wasting my time here.
its been going on since i switched to plusnet last month.
36 REPLIES
Plusnet Staff
Plusnet Staff
Posts: 6,346
Thanks: 31
Fixes: 5
Registered: 26-11-2011

Re: massive ping/latency problem with gaming.

Hi chun334,
I'm sorry to hear that you're having problems whilst gaming. Can I ask who has told you that this is 100% your ISP that's causing the problem? Any ideas where/how it has come to that conclusion? It might help identify what's causing the issue.
Having tested your line, I would expect speeds in the region of 8Mb. I can't really estimate Ping/Latency but Interleaving is off so there's nothing from our side causing any extra delay. Do you have any other services running on your PC at the time of gaming? Anyone else in your property using the Internet? If so what are they running?
Are you running via Ethernet or Wireless?
Chris Pettitt
Cloud Environments Engineer
Superuser
Superuser
Posts: 10,411
Thanks: 1,903
Fixes: 19
Registered: 22-08-2007

Re: massive ping/latency problem with gaming.

chun334
Dabbler
Posts: 15
Registered: 08-06-2014

Re: massive ping/latency problem with gaming.

Quote from: Chris
Hi chun334,
I'm sorry to hear that you're having problems whilst gaming. Can I ask who has told you that this is 100% your ISP that's causing the problem? Any ideas where/how it has come to that conclusion? It might help identify what's causing the issue.
Having tested your line, I would expect speeds in the region of 8Mb. I can't really estimate Ping/Latency but Interleaving is off so there's nothing from our side causing any extra delay. Do you have any other services running on your PC at the time of gaming? Anyone else in your property using the Internet? If so what are they running?
Are you running via Ethernet or Wireless?

ok here is a direct quote from a blizzard staff (Endsyne)
"There is a substantial jump in your ms (traceroute hop 3) and packet loss at the same location. What that means is shortly after leaving your play location (but likely still locally) there is an issue with your internet connection. Since the troubleshooting steps we gave you didn't work you will need to contact your local ISP for additional help. Please provide them the same info you gave us to make it faster to explain to them."
another from a different staff (Minoulysa)
"
I can see that you have been using a wireless connection. Please make sure that you are using a wired, since we do not support wireless.
If the problem should still persist after using a wired connection I'm afraid that you will need to contact your ISP again."
last one from (Igraheiw)
"Thank you for your message. I am sorry to see that you are having this issue’s when trying to connect to the game; I would very much like to lend a hand in trying to resolve your issue. I have a few more steps here that you can try to stabilize the connection. However keep in mind that on the Third Hop on your Trace route there is an issue, this is generally between your router / modem to the ISP, as you can see after the third hop the connection comes back down to a good MS. "
it all comes to a conclusion that it is problem from plus.net.
here is the response from you guys. (link:csa removed - CSC Analyst) (which did absolutely nothing)
Thank you for your query.
I'm sorry to hear that you have been having these issues with gaming.
Having reviewed the details you have provided, your TraceRoute to Blizzard (tracert.txt) shows that the request is leaving our network on Hop 4 and is heading out on the Internet using the normal BT Routing Table, as this then does not reach its destination, the problem is a routing issue between our network and Blizzards servers.
In order to resolve this you can test using an alternative DNS Address which may change the path that your request is taking when it heads out onto the internet.
i have tried wired and wireless on 4 different computers.
nothing is wrong with internal wiring so no need to check, since last month someone already came to check when my plus.net internet wasnt working and said nothing is wrong, and it turned out it was plusnets problem with the exchange point or something.
Quote from: Townman
Can you please post your router stats.

im not sure how to get the stats, sorry.
adie:red removed CSA name.]
Community Gaffer
Community Gaffer
Posts: 5,011
Thanks: 293
Fixes: 4
Registered: 04-04-2007

Re: massive ping/latency problem with gaming.

Can you post the traceroute that they are talking about?
Kelly Dorset
Broadband Service Manager
chun334
Dabbler
Posts: 15
Registered: 08-06-2014

Re: massive ping/latency problem with gaming.

Quote from: Kelly
Can you post the traceroute that they are talking about?

Tracing route to 213-155-155-233.customer.teliacarrier.com [213.155.155.233]
over a maximum of 30 hops:
  1    2 ms    4 ms    2 ms  dsldevice.lan [192.168.1.254]
  2    21 ms    21 ms    19 ms  lo0-central10.ptn-ag03.plus.net [195.166.128.192]
  3  225 ms    20 ms    32 ms  link-a-central10.ptn-gw01.plus.net [212.159.2.136]
  4    16 ms    42 ms    22 ms  xe-5-3-0.ptw-cr01.plus.net [212.159.0.108]
  5    18 ms    18 ms    *    te-3-4.car5.London1.Level3.net [217.163.45.181]
  6    18 ms    35 ms    35 ms  ae-52-52.csw2.London1.Level3.net [4.69.139.120]
  7    21 ms    20 ms    17 ms  ae-233-3609.edge5.london1.Level3.net [4.69.166.49]
  8    14 ms    14 ms    15 ms  ldn-b5-link.telia.net [213.248.91.57]
  9    16 ms    15 ms    14 ms  ldn-bb2-link.telia.net [80.91.246.114]
10    22 ms    22 ms    19 ms  adm-bb4-link.telia.net [62.115.136.198]
11    21 ms    22 ms    25 ms  adm-b4-link.telia.net [80.91.247.67]
12    *        *        *    Request timed out.
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.
Community Gaffer
Community Gaffer
Posts: 5,011
Thanks: 293
Fixes: 4
Registered: 04-04-2007

Re: massive ping/latency problem with gaming.

Ok, firstly there is nothing wrong with the large jump in latency of the 3rd hop.  If it were a problem you'd see it carried on further down the traceroute.  The GW is passing the traffic fine, but just was slow in responding to your ping.
Why are you tracing to 213-155-155-233.customer.teliacarrier.com?  Which game is it?  Do you have other traces to the other games?
Kelly Dorset
Broadband Service Manager
chun334
Dabbler
Posts: 15
Registered: 08-06-2014

Re: massive ping/latency problem with gaming.

Quote from: chun334
Quote from: Kelly
Can you post the traceroute that they are talking about?

Tracing route to 213-155-155-233.customer.teliacarrier.com [213.155.155.233]
over a maximum of 30 hops:
  1     2 ms     4 ms     2 ms  dsldevice.lan [192.168.1.254]
  2    21 ms    21 ms    19 ms  lo0-central10.ptn-ag03.plus.net [195.166.128.192]
  3   225 ms    20 ms    32 ms  link-a-central10.ptn-gw01.plus.net [212.159.2.136]
  4    16 ms    42 ms    22 ms  xe-5-3-0.ptw-cr01.plus.net [212.159.0.108]
  5    18 ms    18 ms     *     te-3-4.car5.London1.Level3.net [217.163.45.181]
  6    18 ms    35 ms    35 ms  ae-52-52.csw2.London1.Level3.net [4.69.139.120]
  7    21 ms    20 ms    17 ms  ae-233-3609.edge5.london1.Level3.net [4.69.166.49]
  8    14 ms    14 ms    15 ms  ldn-b5-link.telia.net [213.248.91.57]
  9    16 ms    15 ms    14 ms  ldn-bb2-link.telia.net [80.91.246.114]
10    22 ms    22 ms    19 ms  adm-bb4-link.telia.net [62.115.136.198]
11    21 ms    22 ms    25 ms  adm-b4-link.telia.net [80.91.247.67]
12     *        *        *     Request timed out.
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.


Diablo 3, im using it cause its the EU server ip address, as seen on this page.
https://us.battle.net/support/en/article/performing-a-traceroute
Community Gaffer
Community Gaffer
Posts: 5,011
Thanks: 293
Fixes: 4
Registered: 04-04-2007

Re: massive ping/latency problem with gaming.

Can you do some traces to the other games as well?  I want to see if level3 are common between them.
Kelly Dorset
Broadband Service Manager
chun334
Dabbler
Posts: 15
Registered: 08-06-2014

Re: massive ping/latency problem with gaming.

league of legends EU server

Tracing route to 31.186.224.112 over a maximum of 30 hops
  1    1 ms    1 ms    1 ms  192.168.1.254
  2    29 ms    15 ms    15 ms  lo0.10.central10.pcl-bng02.plus.net [195.166.130.151]
  3    15 ms    15 ms    14 ms  irb.10.pcl-cr01.plus.net [84.93.249.81]
  4    15 ms    15 ms    15 ms  xe-11-1-0.edge3.London2.Level3.net [212.187.201.209]
  5  106 ms    99 ms    99 ms  vl-3101-ve-127.ebr1.London2.Level3.net [4.69.202.169]
  6    51 ms    24 ms    20 ms  ae-48-48.ebr1.London15.Level3.net [4.69.159.78]
  7    20 ms    20 ms    20 ms  ae-42-42.ebr1.London1.Level3.net [4.69.167.22]
  8    20 ms    20 ms    21 ms  ae-58-113.csw1.London1.Level3.net [4.69.153.122]
  9    19 ms    21 ms    20 ms  ae-117-3503.edge3.London1.Level3.net [4.69.166.138]
10    16 ms    16 ms    15 ms  gblx-level3-50g.London1.Level3.net [4.68.110.158]
11    41 ms    32 ms    40 ms  lag1.ar4.fra4.gblx.net [67.16.145.238]
12    34 ms    32 ms    32 ms  internap.ethernet20-3.ar4.fra4.gblx.net [64.209.103.178]
13    33 ms    32 ms    32 ms  border1.po2-8g-bbnet2.fra002.pnap.net [95.172.67.65]
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.
Plusnet Staff
Plusnet Staff
Posts: 6,346
Thanks: 31
Fixes: 5
Registered: 26-11-2011

Re: massive ping/latency problem with gaming.

Is it all the time or just at specific time?
Chris Pettitt
Cloud Environments Engineer
chun334
Dabbler
Posts: 15
Registered: 08-06-2014

Re: massive ping/latency problem with gaming.

i would say about 75% of the time the games are unplayable, lag, disconnect from server, etc.i can get maybe a lag free 40-minute game (constant 30-50ping) maybe once a day if i'm lucky.
Community Gaffer
Community Gaffer
Posts: 5,011
Thanks: 293
Fixes: 4
Registered: 04-04-2007

Re: massive ping/latency problem with gaming.

What times are you playing?    I.e. are you usually playing at 7pm ish
Kelly Dorset
Broadband Service Manager
chun334
Dabbler
Posts: 15
Registered: 08-06-2014

Re: massive ping/latency problem with gaming.

no i hardly play at 7pm, afternoon sometimes 1pm-5pm, night time 12am-5am i usually play around those times.
Plusnet Staff
Plusnet Staff
Posts: 6,346
Thanks: 31
Fixes: 5
Registered: 26-11-2011

Re: massive ping/latency problem with gaming.

I'm going to do some testing tonight on my connection so I'll post a few of my own tracerts on here too, we'll see if we can find any patterns.
I'll try Diablo 3 and perhaps Rift too. I don't have LoL though, but may download and try Smiley
Chris Pettitt
Cloud Environments Engineer