TimeWarner / RoadRunner- Latency / Disconnect

by Charlesps | 23/06/2008 21:47:59

Charlesps

We are currently gathering information regarding high latency and disconnection issues that have affected Time Warner -Road Runner customers.

Please send the following information to forumtech@blizzard.com

Physical Location
City:
State:

IP Address (go to http://whatismyip.com ):
"Please do not post your IP in the forums"

Traceroute to the Realm that you have issues with:

IP addresses of the realms can be found at the following location: http://www.wowwiki.com/US_Realm_List_By_Datacenter

This is not a Blizzard maintained site but the data on that site should prove to be correct.

To create the traceroute do the following:

  • Go to Start/Run
  • Type "cmd" to bring up the DOS window in the Run command box.
  • Type "tracert xxx.xxx.xxx.xxx > "C:\trace.txt" in the DOS window (replace the xxx.xxx.xxx.xxx with the IP address from the site linked above)
  • Wait for the command prompt to appear again, about 1 minute.

    Now the file called trace.txt should hold the trace route you took to the realm.

    Again, Please email this information to forumtech@blizzard.com so that we may compile it and forward it to the appropriate people. Information posted in this thread may not be included in the information that is being gathered. Emails that are sent may not receive a response.


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    Update: TimeWarner / RoadRunner- Latency / Disconnect

    We have had our Network Admins and our ISP investigate this issue extensively and have been unable to find any issues. The problem appears to be occurring over various routes from the player to the game server, including to realms that are not hosted by AT&T.

    Unfortunately this means that the only commonality between all the players experiencing these disconnects and extreme latency is Time Warner/Road Runner. We would recommend that you all contact your ISP and let them know of the problems you are having and hopefully they can resolve it.
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    [ Post edited by Adams ]


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  • by Adams | 01/07/2008 21:38:19

    Adams

    We have had our Network Admins and our ISP investigate this issue extensively and have been unable to find any issues. The problem appears to be occurring over various routes from the player to the game server, including to realms that are not hosted by AT&T.

    Unfortunately this means that the only commonality between all the players experiencing these disconnects and extreme latency is Time Warner/Road Runner. We would recommend that you all contact your ISP and let them know of the problems you are having and hopefully they can resolve it.

    by Adams | 02/07/2008 15:17:50

    Adams


    Q u o t e:


    That's just not true. Are you not aware of the problems Optonline and Midcontinent customers have been having too? Come on, there are like 100+ page threads going on for optonline, and you come to tell us this is only a Time Warner problem?

    The problem is AT&T's servers in or leading to your Dallas, LA, and Seattle data centers... dozens of dozens of traceroutes i've seen on this board confirm this.

    Yes, often the pings aren't crazy to these centers, but you'll still notice they're a lot higher than all other points in the route. They'll look something like this....

    1 9ms 192.168.0.1
    2 13ms somelocalnet.com
    3 23ms somelocalnet.com
    4 17ms somelocal net.com
    5 82ms server.att.net
    6 92ms server.att.net
    7 *
    8 *
    9 *

    And it seems from my experience actually trying to play, the latency of any one connection goes up over time.. I'll log on and my ping will be low, then after 2 minutes of playing it will climb to the hundreds, and then in another minute or 2 it will go to thousands. Then I'll dc.

    So, i have a feeling all those hundreds of traceroutes that start in the teens and then hits 60 to 100 once it hits ATT servers in Dallas/LA/Seattle you look at and think are 'okay' really show the problem... that 60 to 100 ping on the ATT servers will increase over time the longer a connection is open.

    If i do a traceroute to any server in the Dallas, LA, or Seattle data center, the pattern is the same.. low pings, like single digits or the teens, until it hits ATT servers then the pings are in the 60 to 120 range. If i do a trace to the Boston data center, or any other site in the US(google, etc) the pings are usually low with noplace it all of a sudden jumps 10-fold.


    That is not how a trace route works. When you run it, it shows the current ping to each hop along the path to the destination. If your ping is gradually increasing, but you do not see an increase in ping times on the trace route, then either there is a configuration problem on your ISP's end that is causing the delay in internet traffic or the return path is not the same and there is a hop along that path that is causing the problem.

    Our Network Admins ran trace routes from the server locations to the IP addresses that were provided to us in the emails that we asked for in the original post. Those trace routes showed no problems of any kind. Additionally, our ISP contacted Time Warner who initially worked with them to try to re-route traffic, but Time Warnerstopped communicating with them when they couldn't find a cause to the problem.

    As for the Opt Online issue, we did escalate a ticket to our ISP, who in turn contacted Opt Online. Opt Online admins worked with their peering partners to change the way return traffic from AT&T was being routed, which did seem to resolve the problem for a very large portion of OOL users.

    I would also like to point out a post made by Deacon, in which he shows that Opt Online was varying the return path quite frequently, using various peering partners.

    Optimum Online NYC connection issues

    by Adams | 08/07/2008 10:18:11

    Adams

    Time Warner has contacted our ISP, and they are continuing to work on finding a cause. At this time it seems Time Warner is aware that there is a problem, so I would suggest that you continue to contact them with any additional information so that we can work together to get this problem resolved.
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