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Huge ping spikes

crazyfool92
Hooked
Posts: 7
Thanks: 1
Registered: ‎13-07-2019

Huge ping spikes

Hi I've been having issues with packet loss and high ping spikes when I'm playing Overwatch, for about the last 3 weeks I’ve been getting very high ping spikes (>4000ms). I have reset router, modem, PC, changed DNS, flushed DNS and I’m pulling my hair out. Plusnet support are blaming Blizzard's servers and Blizzard are blaming my ISP.

Iv'e attached a couple of WinMTR results below, you can see the packet loss and ping spikes are on Blizzard servers. I just want to someone from Plusnet to check their side to confirm it's not on our side. As I have also made a post on the Blizzard forums.

https://eu.forums.blizzard.com/en/overwatch/t/eu-uk-servers-high-ping-spikes/17637

 

I've also made created a ticket with Plusnet support. Is is just me or are the others having issues.

|------------------------------------------------------------------------------------------|
| WinMTR statistics |

Host - % Sent Recv Best Avrg Wrst Last
192.168.1.1 - 0 3627 3627 0 0 6 1
No response from host - 100 726 0 0 0 0 0
133.hiper04.sheff.dial.plus net uk - 100 728 2 0 17 18 17
132.hiper04.sheff.dial.plus net uk - 0 3627 3627 18 19 81 19
195.99.125.144 - 0 3627 3627 18 19 46 18
peer1-et-7-0-4.interxion.ukcore bt net - 0 3627 3627 17 18 80 28
No response from host - 100 726 0 0 0 0 0
ae1-br01-eqld5.as57976 net - 0 3627 3627 24 27 138 25
et-0-0-2-br02-eqam1.as57976 net - 1 3491 3463 25 53 4615 27
No response from host - 100 726 0 0 0 0 0
No response from host - 100 726 0 0 0 0 0
No response from host - 100 726 0 0 0 0 0
No response from host - 100 726 0 0 0 0 0
No response from host - 100 726 0 0 0 0 0
No response from host - 100 726 0 0 0 0 0
No response from host - 100 726 0 0 0 0 0
No response from host - 100 726 0 0 0 0 0
No response from host - 100 726 0 0 0 0 0
No response from host - 100 726 0 0 0 0 0
No response from host - 100 726 0 0 0 0 0
No response from host - 100 726 0 0 0 0 0
No response from host - 100 726 0 0 0 0 0
No response from host - 100 726 0 0 0 0 0
No response from host - 100 726 0 0 0 0 0
No response from host - 100 726 0 0 0 0 0
No response from host - 100 726 0 0 0 0 0
No response from host - 100 726 0 0 0 0 0
No response from host - 100 726 0 0 0 0 0
No response from host - 100 726 0 0 0 0 0
No response from host - 100 726 0 0 0 0 0
________________________________________________ ______ ______ ______ ______ ______ ______
WinMTR v0.92 GPL V2 by Appnor MSP - Fully Managed Hosting & Cloud Provider

|------------------------------------------------------------------------------------------|
| WinMTR statistics |

Host - % Sent Recv Best Avrg Wrst Last
192.168.1.1 - 0 904 904 0 0 6 0
No response from host - 100 181 0 0 0 0 0
133.hiper04.sheff.dial.plus net uk - 98 184 4 18 18 21 18
132.hiper04.sheff.dial.plus net uk - 0 904 904 18 19 35 20
195.99.125.140 - 0 904 904 17 18 29 18
peer2-et-7-0-1.slough.ukcore bt net - 0 903 903 19 20 64 19
No response from host - 100 181 0 0 0 0 0
ae1-br01-eqld5.as57976 net - 17 545 455 24 26 112 24
et-0-0-2-br02-eqam1.as57976 net - 16 561 475 25 33 132 30
No response from host - 100 181 0 0 0 0 0
No response from host - 100 181 0 0 0 0 0
No response from host - 100 181 0 0 0 0 0
No response from host - 100 181 0 0 0 0 0
No response from host - 100 181 0 0 0 0 0
No response from host - 100 181 0 0 0 0 0
No response from host - 100 181 0 0 0 0 0
No response from host - 100 181 0 0 0 0 0
No response from host - 100 181 0 0 0 0 0
No response from host - 100 181 0 0 0 0 0
No response from host - 100 181 0 0 0 0 0
No response from host - 100 181 0 0 0 0 0
No response from host - 100 181 0 0 0 0 0
No response from host - 100 181 0 0 0 0 0
No response from host - 100 181 0 0 0 0 0
No response from host - 100 181 0 0 0 0 0
No response from host - 100 181 0 0 0 0 0
No response from host - 100 181 0 0 0 0 0
No response from host - 100 181 0 0 0 0 0
No response from host - 100 181 0 0 0 0 0
No response from host - 100 181 0 0 0 0 0
________________________________________________ ______ ______ ______ ______ ______ ______
WinMTR v0.92 GPL V2 by Appnor MSP - Fully Managed Hosting & Cloud ProviderPreformatted text

15 REPLIES 15
Gandalf
Plusnet Help Team
Plusnet Help Team
Posts: 21,459
Thanks: 7,304
Fixes: 1,232
Registered: ‎21-04-2017

Re: Huge ping spikes

Hi there.

I'm sorry to see you're experiencing latency issues while playing Overwatch.

I can see you've got a support ticket 191487154 open with one/two of my colleagues from our complaints team, I've just been reading through that as well as your thread on the Blizzard forums.

I kind of disagree with the response you've received regarding packet loss at the hops within our network. Intermediate hops may show complete packet loss, high latency or some packet loss which isn't always indicative of a problem. It's that those hops/routers aren't responding back to the ICMP/ping request or they're assigning them a much lower priority.

It doesn't look good that the traceroutes don't complete though. From an Openreach infrastructure perspective I've tested your line and there aren't any issues detected with your connection stable.

Do you play any other games to see if you get the same or similar issues? And is your PC connecting over a wired or wireless connection?

Also when you've said that the issues have started around 3 weeks ago can you remember if it was as far back as the 24th May? Looking at the IP addresses you've had it changed then and you've been on the same one since. If that's a possibility I'm thinking of adding a static IP onto your connection temporarily to try to narrow down where the issue may lie.

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team
crazyfool92
Hooked
Posts: 7
Thanks: 1
Registered: ‎13-07-2019

Re: Huge ping spikes

Hi Gandalf,

 

First of all thanks for the quick reply. I'm running wired from my PC direct to my router, I don't really play any other games at this time, but pinging the BBC website and others for an extended amount of time seem to be fine.

 

Around the end of May does seem to be the time that I started experiencing these issues. Come to think of it, that's when Openreach had major issues in my area I think (Northern Ireland).

Gandalf
Plusnet Help Team
Plusnet Help Team
Posts: 21,459
Thanks: 7,304
Fixes: 1,232
Registered: ‎21-04-2017

Re: Huge ping spikes

Cheers for getting back to us,

I've added a static IP to your account now dropping your connection for a very brief moment to apply it. Could you let me know how it goes once you've had a chance to play?

If you're still seeing issues it may be worth arranging an engineer to investigate the Openreach network although I'd like to be sure we've covered all bases first as they'll charge if there's no fault found.

[edit]

For visibility I've also added a reply to your support ticket 191487154 making your case handler(s) aware of what I've done.

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team
Gandalf
Plusnet Help Team
Plusnet Help Team
Posts: 21,459
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Fixes: 1,232
Registered: ‎21-04-2017

Re: Huge ping spikes

Hey @crazyfool92, just wondering how it's going? Assuming you've had a chance to play

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team
crazyfool92
Hooked
Posts: 7
Thanks: 1
Registered: ‎13-07-2019

Re: Huge ping spikes

I tried it on Saturday night thought it felt better to play although the numbers didn't back it up. I then played a few games on Sunday and it felt as nothing had changed.

 

Please see below a few WinMTR results after I rebooted router and the static IP change.

 

|------------------------------------------------------------------------------------------|
| WinMTR statistics |
| Host - % | Sent | Recv | Best | Avrg | Wrst | Last |
|------------------------------------------------|------|------|------|------|------|------|
| 192.168.1.1 - 0 | 36311 | 36311 | 0 | 0 | 4 | 0 |
| gi12-0-0-441.ptn-ag04.plus.net - 0 | 36294 | 36294 | 17 | 17 | 86 | 21 |
| gi2-1-444.ptn-gw01.plus.net - 0 | 36295 | 36295 | 17 | 18 | 35 | 18 |
| 195.99.125.144 - 0 | 36295 | 36295 | 17 | 18 | 48 | 18 |
| 194.72.16.112 - 0 | 36290 | 36290 | 18 | 19 | 98 | 20 |
| No response from host - 100 | 7269 | 0 | 0 | 0 | 0 | 0 |
| ae1-br02-eqld5.as57976.net - 1 | 36248 | 36246 | 24 | 28 | 4619 | 25 |
| et-0-0-2-br02-eqpa4.as57976.net - 1 | 35305 | 35098 | 26 | 45 | 4976 | 35 |
| No response from host - 100 | 7269 | 0 | 0 | 0 | 0 | 0 |
| No response from host - 100 | 7269 | 0 | 0 | 0 | 0 | 0 |
| No response from host - 100 | 7269 | 0 | 0 | 0 | 0 | 0 |
| No response from host - 100 | 7269 | 0 | 0 | 0 | 0 | 0 |
| No response from host - 100 | 7269 | 0 | 0 | 0 | 0 | 0 |
| No response from host - 100 | 7269 | 0 | 0 | 0 | 0 | 0 |
| No response from host - 100 | 7269 | 0 | 0 | 0 | 0 | 0 |
| No response from host - 100 | 7269 | 0 | 0 | 0 | 0 | 0 |
| No response from host - 100 | 7269 | 0 | 0 | 0 | 0 | 0 |
| No response from host - 100 | 7269 | 0 | 0 | 0 | 0 | 0 |
| No response from host - 100 | 7269 | 0 | 0 | 0 | 0 | 0 |
| No response from host - 100 | 7269 | 0 | 0 | 0 | 0 | 0 |
| No response from host - 100 | 7269 | 0 | 0 | 0 | 0 | 0 |
| No response from host - 100 | 7269 | 0 | 0 | 0 | 0 | 0 |
| No response from host - 100 | 7269 | 0 | 0 | 0 | 0 | 0 |
| No response from host - 100 | 7269 | 0 | 0 | 0 | 0 | 0 |
| No response from host - 100 | 7269 | 0 | 0 | 0 | 0 | 0 |
| No response from host - 100 | 7269 | 0 | 0 | 0 | 0 | 0 |
| No response from host - 100 | 7269 | 0 | 0 | 0 | 0 | 0 |
| No response from host - 100 | 7269 | 0 | 0 | 0 | 0 | 0 |
| No response from host - 100 | 7269 | 0 | 0 | 0 | 0 | 0 |
| No response from host - 100 | 7269 | 0 | 0 | 0 | 0 | 0 |
|________________________________________________|______|______|______|______|______|______|
WinMTR v0.92 GPL V2 by Appnor MSP - Fully Managed Hosting & Cloud Provider

 

|------------------------------------------------------------------------------------------|
| WinMTR statistics |
| Host - % | Sent | Recv | Best | Avrg | Wrst | Last |
|------------------------------------------------|------|------|------|------|------|------|
| 192.168.1.1 - 0 | 6650 | 6650 | 0 | 0 | 3 | 0 |
| gi12-0-0-441.ptn-ag04.plus.net - 0 | 6649 | 6649 | 17 | 17 | 103 | 17 |
| gi2-23-442.ptn-gw02.plus.net - 0 | 6649 | 6649 | 18 | 18 | 117 | 19 |
| core1-BE1.colindale.ukcore.bt.net - 0 | 6649 | 6649 | 17 | 18 | 105 | 18 |
| 194.72.16.114 - 0 | 6649 | 6649 | 18 | 19 | 123 | 18 |
| No response from host - 100 | 1332 | 0 | 0 | 0 | 0 | 0 |
| ae1-br01-eqld5.as57976.net - 1 | 6632 | 6631 | 24 | 31 | 4597 | 25 |
| et-0-0-2-br02-eqam1.as57976.net - 1 | 6404 | 6357 | 24 | 54 | 4234 | 27 |
| No response from host - 100 | 1332 | 0 | 0 | 0 | 0 | 0 |
| No response from host - 100 | 1332 | 0 | 0 | 0 | 0 | 0 |
| No response from host - 100 | 1332 | 0 | 0 | 0 | 0 | 0 |
| No response from host - 100 | 1332 | 0 | 0 | 0 | 0 | 0 |
| No response from host - 100 | 1332 | 0 | 0 | 0 | 0 | 0 |
| No response from host - 100 | 1332 | 0 | 0 | 0 | 0 | 0 |
| No response from host - 100 | 1332 | 0 | 0 | 0 | 0 | 0 |
| No response from host - 100 | 1332 | 0 | 0 | 0 | 0 | 0 |
| No response from host - 100 | 1332 | 0 | 0 | 0 | 0 | 0 |
| No response from host - 100 | 1332 | 0 | 0 | 0 | 0 | 0 |
| No response from host - 100 | 1332 | 0 | 0 | 0 | 0 | 0 |
| No response from host - 100 | 1332 | 0 | 0 | 0 | 0 | 0 |
| No response from host - 100 | 1332 | 0 | 0 | 0 | 0 | 0 |
| No response from host - 100 | 1332 | 0 | 0 | 0 | 0 | 0 |
| No response from host - 100 | 1332 | 0 | 0 | 0 | 0 | 0 |
| No response from host - 100 | 1332 | 0 | 0 | 0 | 0 | 0 |
| No response from host - 100 | 1332 | 0 | 0 | 0 | 0 | 0 |
| No response from host - 100 | 1332 | 0 | 0 | 0 | 0 | 0 |
| No response from host - 100 | 1332 | 0 | 0 | 0 | 0 | 0 |
| No response from host - 100 | 1332 | 0 | 0 | 0 | 0 | 0 |
| No response from host - 100 | 1332 | 0 | 0 | 0 | 0 | 0 |
| No response from host - 100 | 1332 | 0 | 0 | 0 | 0 | 0 |
|________________________________________________|______|______|______|______|______|______|
WinMTR v0.92 GPL V2 by Appnor MSP - Fully Managed Hosting & Cloud Provider

 

|------------------------------------------------------------------------------------------|
| WinMTR statistics |
| Host - % | Sent | Recv | Best | Avrg | Wrst | Last |
|------------------------------------------------|------|------|------|------|------|------|
| 192.168.1.1 - 0 | 16459 | 16459 | 0 | 0 | 8 | 0 |
| gi12-0-0-441.ptn-ag04.plus.net - 0 | 16450 | 16450 | 17 | 17 | 67 | 18 |
| gi2-1-444.ptn-gw01.plus.net - 0 | 16451 | 16451 | 17 | 18 | 44 | 18 |
| 195.99.125.140 - 0 | 16451 | 16451 | 17 | 18 | 40 | 18 |
| peer1-et-0-0-1.interxion.ukcore.bt.net - 0 | 16450 | 16450 | 18 | 19 | 51 | 24 |
| No response from host - 100 | 3295 | 0 | 0 | 0 | 0 | 0 |
| ae1-br01-eqld5.as57976.net - 1 | 16397 | 16390 | 24 | 31 | 4265 | 24 |
| et-0-0-2-br02-eqam1.as57976.net - 1 | 16135 | 16073 | 24 | 43 | 4757 | 27 |
| No response from host - 100 | 3295 | 0 | 0 | 0 | 0 | 0 |
| No response from host - 100 | 3295 | 0 | 0 | 0 | 0 | 0 |
| No response from host - 100 | 3295 | 0 | 0 | 0 | 0 | 0 |
| No response from host - 100 | 3295 | 0 | 0 | 0 | 0 | 0 |
| No response from host - 100 | 3295 | 0 | 0 | 0 | 0 | 0 |
| No response from host - 100 | 3295 | 0 | 0 | 0 | 0 | 0 |
| No response from host - 100 | 3295 | 0 | 0 | 0 | 0 | 0 |
| No response from host - 100 | 3295 | 0 | 0 | 0 | 0 | 0 |
| No response from host - 100 | 3295 | 0 | 0 | 0 | 0 | 0 |
| No response from host - 100 | 3295 | 0 | 0 | 0 | 0 | 0 |
| No response from host - 100 | 3295 | 0 | 0 | 0 | 0 | 0 |
| No response from host - 100 | 3295 | 0 | 0 | 0 | 0 | 0 |
| No response from host - 100 | 3295 | 0 | 0 | 0 | 0 | 0 |
| No response from host - 100 | 3295 | 0 | 0 | 0 | 0 | 0 |
| No response from host - 100 | 3295 | 0 | 0 | 0 | 0 | 0 |
| No response from host - 100 | 3295 | 0 | 0 | 0 | 0 | 0 |
| No response from host - 100 | 3295 | 0 | 0 | 0 | 0 | 0 |
| No response from host - 100 | 3295 | 0 | 0 | 0 | 0 | 0 |
| No response from host - 100 | 3295 | 0 | 0 | 0 | 0 | 0 |
| No response from host - 100 | 3295 | 0 | 0 | 0 | 0 | 0 |
| No response from host - 100 | 3295 | 0 | 0 | 0 | 0 | 0 |
| No response from host - 100 | 3295 | 0 | 0 | 0 | 0 | 0 |
|________________________________________________|______|______|______|______|______|______|
WinMTR v0.92 GPL V2 by Appnor MSP - Fully Managed Hosting & Cloud Provider

 

 

LordFoul
Plusnet Help Team
Plusnet Help Team
Posts: 779
Thanks: 88
Fixes: 32
Registered: ‎06-08-2018

Re: Huge ping spikes

Hi @crazyfool92,

 

Thanks for sending that information in. Sorry to hear the static IPA hasn't made a difference. I've placed the information on the ticket and the agent that's been dealing with the query will come back to you as soon as he can.

 

Any further questions, do come back to us.

 

Thanks - LF

If this post resolved your issue please click the 'This fixed my problem' button
  Tahir M
 Plusnet Help Team
Gandalf
Plusnet Help Team
Plusnet Help Team
Posts: 21,459
Thanks: 7,304
Fixes: 1,232
Registered: ‎21-04-2017

Re: Huge ping spikes

@crazyfool92 it's disappointing to see you're still having issues, I've removed the static IP from your account now. Not sure if you've tried this yet, but can you try raising a support ticket with Blizzard? 

Also I've downloaded Overwatch a while ago and I've been meaning to play it for some time now but never got round to it. Now is a good a time as any to try to replicate the issues you're experiencing and see if there's anything we can suggest.

I'll report back next week, in the meantime are there any particular servers you can choose from? I know from experience when playing World of Warcraft, there are a whole range of servers.

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team
crazyfool92
Hooked
Posts: 7
Thanks: 1
Registered: ‎13-07-2019

Re: Huge ping spikes

Maybe someone else could try running WinMTR on Overwatch servers. I have listed a view of the IP address's below.

 

5.42.173.169

5.42.169.108

5.42.184.218

5.42.188.119

Gandalf
Plusnet Help Team
Plusnet Help Team
Posts: 21,459
Thanks: 7,304
Fixes: 1,232
Registered: ‎21-04-2017

Re: Huge ping spikes

Noted, I'll give Overwatch a whirl this weekend 

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team
Gandalf
Plusnet Help Team
Plusnet Help Team
Posts: 21,459
Thanks: 7,304
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Registered: ‎21-04-2017

Re: Huge ping spikes

As an update I actually hadn’t got round to gaming, but I’ve a day off tomorrow so that’s chief on my to-do list. Above housework.
If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team
crazyfool92
Hooked
Posts: 7
Thanks: 1
Registered: ‎13-07-2019

Re: Huge ping spikes

Let me know, still having a terrible time here.

 

Did any one try running WinMTR against the above IP address's to see what results they get?

Gandalf
Plusnet Help Team
Plusnet Help Team
Posts: 21,459
Thanks: 7,304
Fixes: 1,232
Registered: ‎21-04-2017

Re: Huge ping spikes

Not that I’m aware of and I’ve not run a WinMTR yet... Should be able to report something by the end of day tomorrow. In the meantime did you try raising a support ticket with Blizzard?
If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team
crazyfool92
Hooked
Posts: 7
Thanks: 1
Registered: ‎13-07-2019

Re: Huge ping spikes

Took me a while to find but I've just opened a support ticket with Blizzard. I don't hold out much hope lol

Gandalf
Plusnet Help Team
Plusnet Help Team
Posts: 21,459
Thanks: 7,304
Fixes: 1,232
Registered: ‎21-04-2017

Re: Huge ping spikes

Fingers crossed!
I’m still working on playing Overwatch, since I tried on Friday it’s decided to download an update before going into a playable phase and it’s taking it’s time.
Will hopefully update again shortly.
If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team