Reporting Latency Related Issue (NA Data Center)

[Zhexos]

We're aware that players have been experiencing latency issues recently, and in order to help the investigation, we would like everyone to follow the following steps when reporting these issues.

Please note this thread is for players accessing the NA Data Center.

Contacting your Internet Service Provider

The issue may be occurring at one of the routes the Internet Service Provider (ISP) takes to reach our servers. The issue may be something that may be resolved on their end, so we would first like you to please contact your ISP. When contacting your ISP, please make sure to receive a ticket reference number from them as this will help us investigate the issue when we need to contact your ISP.

Reporting the issue in this thread
When reporting your issue in this thread, please make sure to provide the following information.

• Name of your Internet Service Provider (ISP)
• Ticket or reference number from your ISP.
• State/Country
• Date/Time (When did the issue start happening, at what specific times does this issue arise, if any.)
• Frequency (How often does the issue occur?)
• Content (Which content were you playing in-game when the issue occurred?)
• Which in-game World were you playing on when the issue occurred?
• Traceroute records (optional) (Learn how to generate traceroute record)

We greatly appreciate your cooperation!

[Darthbunbun]

Name of your Internet Service Provider (ISP): Comcast
Ticket or reference number from your ISP.: TBD
State/Country: Ca / USA
Date/Time: Starts 5:45pm -> Ends 11:59pm
Frequency: Will drop 1 - 3 packets every min
Content: Alexander Savage, General activities in the over world.
Which in-game World were you playing on when the issue occurred? Famfrit - Primal Data Center
Traceroute records: TBD

[Pathia]

Name of your Internet Service Provider (ISP) - Comcast
Ticket or reference number from your ISP. - None, they refuse to open a ticket and blame it on FF14/Level3 depending on who I talk to.
State/Country Woodinville WA
Date/Time (When did the issue start happening, at what specific times does this issue arise, if any.) Off and on since the launch of FF14. Particularly bad ever since the last week of november
Frequency (How often does the issue occur?) To some degree all the time, but it is particularly bad starting around 6pm PST and continues to be extremely bad until about 10p PST
Content (Which content were you playing in-game when the issue occurred?) Anything, but appears to be worse if in a 8man or 24man instance
Which in-game World were you playing on when the issue occurred? Excalibur
Traceroute records (optional) See below. The lag is focused at whatever is at hop 10. During peek hours of gameplay, the lag at "ae-10-10.car2.Montreal2.Level3.net" sometimes goes well over 1000ms in ping.

1 <1 ms <1 ms <1 ms firemelon.jaqlhive.net [192.168.137.1]
2 16 ms 17 ms 10 ms 96.120.100.229
3 11 ms 13 ms 14 ms te-0-0-0-10-sur02.bellevue.wa.seattle.comcast.net[68.86.113.33]
4 17 ms 13 ms 12 ms be-40-ar01.burien.wa.seattle.comcast.net [69.139.164.2]
5 13 ms 16 ms 13 ms 4.68.71.77
6 85 ms 86 ms 82 ms ae-32-52.ebr2.Seattle1.Level3.net [4.69.147.182]
7 85 ms 86 ms 82 ms ae-2-2.ebr2.Denver1.Level3.net [4.69.132.54]
8 * * * Request timed out.
9 82 ms 83 ms 83 ms ae-6-6.ebr1.Chicago1.Level3.net [4.69.140.189]
10 283 ms 285 ms 284 ms ae-10-10.car2.Montreal2.Level3.net [4.69.153.86]
11 86 ms 86 ms 85 ms ORMUCO-COMM.car2.Montreal2.Level3.net [4.59.178.74]
12 81 ms 85 ms 82 ms 192.34.76.10
13 80 ms 81 ms 83 ms 199.91.189.242
14 81 ms 86 ms 85 ms 199.91.189.74

[jk315904]

Name of your Internet Service Provider - Comcast
Ticket or reference number from your ISP - TBD
State/Country - USA / Pennsylvania
Date/Time - Around Nov. 27 till currently
Frequency - Everyday usually gets worst at night.
Content - Dungeons, Open World
Which in-game World were you playing on when the issue occurred? Adamantoise
Traceroute records (optional) -
1 1 ms <1 ms 1 ms 10.0.0.1
2 27 ms 14 ms 14 ms 96.120.63.157
3 9 ms 11 ms 11 ms te-8-2-ur01.indiana.pa.pitt.comcast.net [68.85.157.105]
4 11 ms 12 ms 18 ms te-9-1-ur01.westdeer.pa.pitt.comcast.net [68.86.100.73]
5 12 ms 25 ms 10 ms 4.68.71.133
6 45 ms 48 ms 51 ms ae-11-11.car2.Montreal2.Level3.net [4.69.141.1]
7 107 ms 42 ms 60 ms ae-11-11.car2.Montreal2.Level3.net [4.69.141.1]
8 47 ms 55 ms 47 ms ORMUCO-COMM.car2.Montreal2.Level3.net [4.59.178.74]
9 51 ms 43 ms 47 ms 192.34.76.10
10 43 ms 49 ms 48 ms 199.91.189.242
11 46 ms 43 ms 43 ms 199.91.189.30

[Gyson]

• Name of your Internet Service Provider (ISP): AT&T
• State/Country: FL/USA
• Date/Time: Started October 20, 2015 and has persisted since. Also becomes worse during NA prime-time hours (in the evening).
• Frequency: When it gets bad in the evening it is constant. Every few (3-4) seconds. Traffic through the ORMUCO-COMM Level3.net hops is always 60-200+ ms higher than all my hops prior to it (10-25 ms). However, the problem worsens considerably (severe packet loss, heavy rubber-banding and constant stop-start motion of players and NPCs in-game) during the evening hours ("prime-time", U.S.).
• Content: Dungeons, movement around normal game world, housing, golden saucer.. I don't think there's anywhere where it isn't occurring, and it impacts all activities (combat, crafting, menu navigation, movement, etc).
• Which in-game World were you playing on when the issue occurred?: Balmung
• Traceroute records: See below.

====================== PING ======================

Pinging 199.91.189.139 with 32 bytes of data:
Reply from 199.91.189.139: bytes=32 time=56ms TTL=46
Request timed out.
Request timed out.
Reply from 199.91.189.139: bytes=32 time=56ms TTL=46

Ping statistics for 199.91.189.139:
Packets: Sent = 4, Received = 2, Lost = 2 (50% loss),

====================== TRACE ======================

13 238 ms 79 ms 246 ms ae-11-11.car2.Montreal2.Level3.net [4.69.141.1]
14 105 ms 210 ms 213 ms ae-11-11.car2.Montreal2.Level3.net [4.69.141.1]
15 55 ms 56 ms 55 ms ORMUCO-COMM.car2.Montreal2.Level3.net [4.59.178.74]
16 67 ms 66 ms 67 ms 192.34.76.10
17 66 ms * 67 ms 199.91.189.242
18 67 ms 65 ms * 199.91.189.139

Hops prior to #13 are in the 10-25 ms range with no issues.

See the thread below for more details (which was started back in October, which you recently closed as being "resolved" despite it not being resolved).

http://forum.square-enix.com/ffxiv/t...t-two-evenings.

[Taimara]

Name of your Internet Service Provider (ISP): Comcast
Ticket or reference number from your ISP. None, they say there is no issue on their end.
State/Country: Oregon, USA
Date/Time (When did the issue start happening, at what specific times does this issue arise, if any.) 3:30pm PST (December 4th)
Frequency (How often does the issue occur?) 5th time in the last 30 minutes.
Content (Which content were you playing in-game when the issue occurred?) Standing around in Ishgard
Which in-game World were you playing on when the issue occurred? Siren
Traceroute records (optional) (Learn how to generate traceroute record):

First 5 hops had no issues.
6 17 ms 14 ms 11 ms 4.68.62.201
7 140 ms 209 ms 230 ms 4.69.153.86
8 271 ms 120 ms * 4.69.153.86
9 86 ms 85 ms 86 ms 4.59.178.74
10 86 ms 83 ms 81 ms 192.34.76.10
11 83 ms 83 ms 83 ms 199.91.189.242
12 84 ms 82 ms 82 ms 199.91.189.74

[MercAB3]

Internet Service Provider (ISP) : Comcast
Ticket or reference number from your ISP: CR534222875
State/Country: Pennsylvania, USA
Date/Time: Starting Nov. 26th
Frequency: Every night starting around 9:00 PM EST
Content: Mainly occurs in Dungeons
In-game World: Balmung
Traceroute records:

Tracing route to 199.91.189.30 over a maximum of 30 hops

1 <1 ms <1 ms 1 ms router.asus.com [192.168.1.1]
2 38 ms 20 ms 29 ms 73.175.64.1
3 * * * Request timed out. (This hop does not respond to ICMP)
4 12 ms 11 ms 11 ms te-0-0-0-6-ar01.lancaster.pa.pitt.comcast.net [69.139.194.37]
5 19 ms 20 ms 19 ms he-0-9-0-0-ar01.mckeesport.pa.pitt.comcast.net [68.86.147.105]
6 * 20 ms 20 ms 4.68.71.133
7 51 ms 51 ms 50 ms ae-11-11.car2.Montreal2.Level3.net [4.69.141.1]
8 55 ms 49 ms 50 ms ae-11-11.car2.Montreal2.Level3.net [4.69.141.1]
9 51 ms 52 ms 52 ms ORMUCO-COMM.car2.Montreal2.Level3.net [4.59.178.74]
10 64 ms 64 ms 68 ms 192.34.76.10
11 65 ms 64 ms 69 ms 199.91.189.242
12 65 ms 64 ms 63 ms 199.91.189.30

Last night I sent pings to each hop starting with the NA Data Center and working backwards. The 192.34.76.10 hop was the last hop to report packet loss each time I sent pings. 4.59.178.74 reported no loss.

[Zweihander01]

Name of your Internet Service Provider (ISP): Comcast/Xfinity
Ticket or reference number from your ISP: Not bothering because it's not them for once
State/Country: PA USA
Date/Time: Seems to begin during the evening, though I don't have data for earlier than this.
Frequency: Every day since about a week ago.
Content: Duty instances are where I started noticing it. The first time it happened I completed a Void Ark run without issue but the EXDR I did right after it was laggy as heck. Since then it's been the same for a few hours every night.
Which in-game World were you playing on when the issue occurred? Excalibur, the IP I'm using in tracert is 199.91.189.38 which I got from http://arrstatus.com/
Traceroute records: I've added them to this gist and may update it https://gist.github.com/johnspivak/04f261030a91d60fc818 But I'll quote the relevant parts for you:

  5    13 ms    14 ms    14 ms  be-33287-cr02.newyork.ny.ibone.comcast.net [68.86.93.173]
  6    12 ms    13 ms    77 ms  ae12.edge1.NewYork2.level3.net [4.68.127.1]
  7   110 ms    89 ms   220 ms  ae-11-11.car2.Montreal2.Level3.net [4.69.141.1]
  8   221 ms    42 ms   210 ms  ae-11-11.car2.Montreal2.Level3.net [4.69.141.1]
  9    20 ms    20 ms    19 ms  ORMUCO-COMM.car2.Montreal2.Level3.net [4.59.178.74]
 10    38 ms    37 ms    37 ms  192.34.76.10

The real puzzler here is why it's hopping from ae-11-11.car2.Montreal2.Level3.net [4.69.141.1] to... ae-11-11.car2.Montreal2.Level3.net [4.69.141.1], the same IP.

[Mitton87]

Name of your Internet Service Provider (ISP): Comcast
Ticket or reference number from your ISP: No ticket. Comcast won't open one saying there are no issues.
State/Country: Pennsylvania / USA
Date/Time (When did the issue start happening, at what specific times does this issue arise, if any.): Nov 27th or so.
Frequency (How often does the issue occur?): Daily, intermittent throughout the day
Content (Which content were you playing in-game when the issue occurred?): Dungeons, Savage, Thordan Extreme, Some over-world activity like Dragonskin Maps
Which in-game World were you playing on when the issue occurred? NA - Midgardsormr
Traceroute records (optional):

Tracing route to 199.91.189.28 over a maximum of 30 hops

1 1 ms <1 ms <1 ms 192.168.1.1
2 9 ms 8 ms 7 ms 96.120.63.105
3 12 ms 8 ms 8 ms te-0-1-0-1-sur01.ross.pa.pitt.comcast.net [68.85
.156.89]
4 15 ms 18 ms 13 ms te-0-0-0-8-ar01.mckeesport.pa.pitt.comcast.net [
69.139.194.101]
5 14 ms 22 ms 21 ms 4.68.71.133
6 30 ms 28 ms 29 ms ae-11-11.car2.Montreal2.Level3.net [4.69.141.1]

7 29 ms 29 ms 30 ms ae-11-11.car2.Montreal2.Level3.net [4.69.141.1]

8 30 ms 31 ms 29 ms ORMUCO-COMM.car2.Montreal2.Level3.net [4.59.178.
74]
9 45 ms 48 ms 43 ms 192.34.76.10
10 56 ms 43 ms 43 ms 199.91.189.242
11 44 ms 46 ms 44 ms 199.91.189.28

Trace Complete

[SereneSouls]

• Name of your Internet Service Provider (ISP): Comcast
• Ticket or reference number from your ISP: Comcast says there is no problem.
• State/Country: Washington, USA
• Date/Time: It started getting really bad a couple weeks ago.
• Frequency: All the time, worse at night.
• Content: All content, FATES, Thordan EX, Verminion.
• World: Jenova
• Traceroute records:

Tracing route to 184.107.107.176 over a maximum of 30 hops

  1    <1 ms    <1 ms    <1 ms  10.0.0.1
  2    11 ms    11 ms     9 ms  96.120.101.37
  3    12 ms    11 ms     9 ms  te-0-0-0-9-sur02.ferndale.wa.seattle.comcast.net [68.86.177.201]
  4    16 ms    17 ms    17 ms  be-41-ar01.burien.wa.seattle.comcast.net [69.139.164.29]
  5    16 ms    17 ms    19 ms  4.68.71.77
  6    91 ms    89 ms    89 ms  ae-32-52.ebr2.Seattle1.Level3.net [4.69.147.182]
  7    89 ms    87 ms    89 ms  ae-2-2.ebr2.Denver1.Level3.net [4.69.132.54]
  8     *        *        *     Request timed out.
  9    86 ms    85 ms    91 ms  ae-6-6.ebr1.Chicago1.Level3.net [4.69.140.189]
 10   263 ms    96 ms   330 ms  ae-10-10.car2.Montreal2.Level3.net [4.69.153.86]
 11    87 ms    89 ms    85 ms  4.59.178.62
 12    85 ms    82 ms    83 ms  te5-5.cr1.mtl.iweb.com [184.107.1.65]
 13    92 ms    89 ms    89 ms  te7-3.dr9.mtl.iweb.com [67.205.127.214]
 14    90 ms    89 ms    88 ms  174.142.115.218
 15    93 ms    91 ms    92 ms  184.107.107.176

Trace complete.