Time Warner SoCal Users / Any user with lag

[misterdapi]

Hello,

Please take the time to call Time Warner and as to be escalated. Please be polite and specific. If you are lagging and not a Time Warner customer, everything pretty much still applies.

The first person i spoke to in tech support I introduced myself. Explained that I'm not having normal internet troubles but its specifically dealing with an online game. I explained to the woman that I was prepared with traceroutes and links to multiple different websites online with other SoCal Time Warner customers with the same problem. She asked a few basic questions and agreed this is over her pay grade and conected with with another woman that she referred to as "tier 3".

This woman asked be specifics about the traceroute. Gave me an email address to copy paste those traceroutes to the NA data centers and to my specific server. She was very understanding and wanted me to explain in detail the problems i was having in game. Port forwarding was brought up and i quickly squashed that. The symptoms are there regardless of being directly connected or no. The router isn't the factor.

She ended up opening a case on it and told me that this is the first anyone in her department has heard of a problem like this or dealing with this game. She asked, "That i have my friends call in and to please report this issue and feel free to send more traceroutes and links to this specific problem to the email address she provided me."



My back story is:

This isn't me or my problem. Time Warner has had techs to me house half a dozen times for various reason. Brand new RU-6 was run from the street to the house to the inside and the modem. My picture quality is amazing. I'm paying for 10mb and getting 16.25 DWN 1.09 UP capped all day every day. Streaming and any other gaming online runs so smooth and amazing.

Modem is SB 6141
Router is R6300
Neither are an issue and very baller

Except for FF XIV. My wife and play on desktops and laptops. Wired and wireless. It doesn't matter. The entire house is run in Cat6.

North America Datacentre | square-enix.montreal.com | IP address : 184.107.107.176

Tracing route to 184.107.107.176 over a maximum of 30 hops

1 9 ms <1 ms 9 ms READYSHARE [192.168.1.1]
2 49 ms 29 ms 38 ms cpe-75-85-32-1.socal.res.rr.com [75.85.32.1]
3 14 ms 16 ms 11 ms tge7-2.covncafi01h.socal.rr.com [76.166.2.193]
4 26 ms 28 ms 19 ms tge0-9-0-9.ontrcacp01r.socal.rr.com [72.129.6.16
2]
5 22 ms 28 ms 28 ms agg21.lsancarc01r.socal.rr.com [72.129.5.0]
6 23 ms 28 ms 21 ms bu-ether16.lsancarc0yw-bcr00.tbone.rr.com [66.10
9.6.102]
7 27 ms 29 ms 28 ms ae-0-0.pr0.lax00.tbone.rr.com [66.109.6.135]
8 45 ms 18 ms 28 ms ix-9-0-1-0.tcore2.LVW-LosAngeles.as6453.net [64.
86.252.169]
9 103 ms 118 ms 98 ms if-22-2.tcore2.PDI-PaloAlto.as6453.net [66.198.1
44.73]
10 113 ms 98 ms 110 ms if-11-3.tcore2.CT8-Chicago.as6453.net [66.198.14
4.58]
11 119 ms 128 ms 118 ms if-3-2.tcore1.W6C-Montreal.as6453.net [66.198.96
.45]
12 277 ms 215 ms 249 ms 66.198.96.58
13 111 ms 118 ms 118 ms te7-4.dr9.mtl.iweb.com [184.107.1.110]
14 115 ms 118 ms 118 ms 72.55.128.44
15 103 ms 103 ms 108 ms 184.107.107.176

Trace complete.
This was run at 1:20pm pacific time


SOOOOOOOOOOOOOOOOOOOOOOOOOOOOOO

tl;dr How many people on lodestone, reddit, other websites just posted complaining and thinking they accomplished something. Call your ISP and be polite but push for Tech support and get an email address from them and email them your trace routes. Lets get this fixed!!

http://www.timewarnercable.com/en/re...ontact-us.html


Mouseover your server here and get it's IP address:
http://www.arrstatus.com/

If you don't know what a traceroute is then go here
http://www.ffxivguild.com/how-to-tes...agpinglatency/

[Noahlimits]

I've actually been dealing with this for a while. Only with TWC. They're going to fully rewire my entire apartment complex to see if it fixes my packet loss issues. If that doesn't work, I'm switching to uverse ATT.

I've probably spent at least 20+ hours on the phone with their T3 support and had people come out to check the outside lines. In addition they credited me 150.00 to my account. So I'll update after they rewire this weekend.

[misterdapi]

I've actually been dealing with this for a while. Only with TWC. They're going to fully rewire my entire apartment complex to see if it fixes my packet loss issues. If that doesn't work, I'm switching to uverse ATT.

I've probably spent at least 20+ hours on the phone with their T3 support and had people come out to check the outside lines. In addition they credited me 150.00 to my account. So I'll update after they rewire this weekend.

The rewiring is nice, they ran new cable everywhere in my house for me hoping it would fix the problem (lol its hundreds of miles away from me!)

Like i said, I'm hitting 16.25 1.09 all day everyday. except ffxiv which is a hot mess.

[Noahlimits]

The rewiring is nice, they ran new cable everywhere in my house for me hoping it would fix the problem (lol its hundreds of miles away from me!)

Like i said, I'm hitting 16.25 1.09 all day everyday. except ffxiv which is a hot mess.

So I guess I'll be switching to ATT after this weekend. haha

[misterdapi]

So I guess I'll be switching to ATT after this weekend. haha

We have an officer in the FC who is honestly 30 minutes away from where we live and he is using att uverse and has only a couple complaints. The lag is still there since the problem is past Chicago but its not as bad as what i describe its like on cable.

[Raist]

Nice Post OP, but you need to make a small correction:

184.107.107.176

Wrong IP address.

That is the IP registered to eidos.com and a host of other websites for games under the EIDOS group.

What you need is the IP your game client is actually connecting too. For the EU/NA servers, it should start with 199. You can find it by running netstat in a cmd prompt or running resource monitor (resmon) and expanding the network sections while you are in game.

While that IP is in fact in the Montreal area and may give some general idea of what is going on, it will only take you to within the last few hops before hitting the servers managing the traffic near the game's endpoint. Many have spotted some off and on packet loss about 4 or 5 hops from their game servers, just as they jump into Ormuco segments. That 184 IP breaks off into i-web segments and may not even touch Ormuco at all.

[misterdapi]

Microsoft Windows [Version 6.3.9600]
(c) 2013 Microsoft Corporation. All rights reserved.

C:\Windows\System32>tracert 184.107.107.176

Tracing route to 184.107.107.176 over a maximum of 30 hops

1 9 ms 8 ms 8 ms READYSHARE [192.168.1.1]
2 43 ms 32 ms 34 ms cpe-75-85-32-1.socal.res.rr.com [75.85.32.1]
3 28 ms 18 ms 18 ms tge7-2.covncafi01h.socal.rr.com [76.166.2.193]
4 24 ms 23 ms 24 ms tge0-9-0-9.ontrcacp01r.socal.rr.com [72.129.6.16
2]
5 29 ms 22 ms 25 ms agg21.lsancarc01r.socal.rr.com [72.129.5.0]
6 20 ms 28 ms 18 ms bu-ether16.lsancarc0yw-bcr00.tbone.rr.com [66.10
9.6.102]
7 23 ms 28 ms 28 ms ae-0-0.pr0.lax00.tbone.rr.com [66.109.6.135]
8 34 ms * 34 ms ix-9-0-1-0.tcore2.LVW-LosAngeles.as6453.net [64.
86.252.169]
9 119 ms 118 ms * if-22-2.tcore2.PDI-PaloAlto.as6453.net [66.198.1
44.73]
10 174 ms 140 ms 118 ms if-11-3.tcore2.CT8-Chicago.as6453.net [66.198.14
4.58]
11 133 ms 135 ms 130 ms if-3-2.tcore1.W6C-Montreal.as6453.net [66.198.96
.45]
12 120 ms 128 ms * 66.198.96.58
13 133 ms 158 ms 131 ms te7-4.dr9.mtl.iweb.com [184.107.1.110]
14 134 ms 129 ms 149 ms 72.55.128.44
15 121 ms 138 ms 118 ms 184.107.107.176

Trace complete.

C:\Windows\System32>tracert 199.91.189.28

Tracing route to 199.91.189.28 over a maximum of 30 hops

1 6 ms 4 ms 2 ms READYSHARE [192.168.1.1]
2 37 ms 37 ms 30 ms cpe-75-85-32-1.socal.res.rr.com [75.85.32.1]
3 16 ms 18 ms 18 ms tge7-2.covncafi01h.socal.rr.com [76.166.2.193]
4 24 ms 19 ms 28 ms tge0-9-0-9.ontrcacp01r.socal.rr.com [72.129.6.16
2]
5 19 ms 24 ms 28 ms agg21.lsancarc01r.socal.rr.com [72.129.5.0]
6 24 ms 28 ms 28 ms 107.14.17.132
7 22 ms 24 ms 23 ms ae-0-0.pr0.lax00.tbone.rr.com [66.109.6.135]
8 68 ms 29 ms 38 ms 66.109.9.122
9 98 ms 108 ms 98 ms vlan60.csw1.LosAngeles1.Level3.net [4.69.144.62]

10 92 ms 108 ms 98 ms ae-62-62.ebr2.LosAngeles1.Level3.net [4.69.137.1
7]
11 95 ms 97 ms 88 ms ae-3-3.ebr3.Dallas1.Level3.net [4.69.132.78]
12 88 ms 92 ms 99 ms ae-63-63.csw1.Dallas1.Level3.net [4.69.151.133]

13 95 ms 98 ms 97 ms ae-61-61.ebr1.Dallas1.Level3.net [4.69.151.126]

14 92 ms 98 ms 116 ms ae-14-14.ebr2.Chicago2.Level3.net [4.69.151.117]

15 94 ms 119 ms 102 ms ae-1-100.ebr1.Chicago2.Level3.net [4.69.132.113]

16 96 ms 98 ms 98 ms ae-6-6.ebr1.Chicago1.Level3.net [4.69.140.189]
17 94 ms 98 ms 98 ms ae-10-10.car2.Montreal2.Level3.net [4.69.153.86]

18 91 ms 128 ms 98 ms ORMUCO-COMM.car2.Montreal2.Level3.net [4.59.178.
74]
19 141 ms 131 ms 126 ms 10.2.2.1
20 129 ms 171 ms 126 ms 192.34.76.2
21 112 ms 118 ms 119 ms 199.91.189.234
22 127 ms 138 ms 122 ms 199.91.189.28

Trace complete.

C:\Windows\System32>tracert 199.91.189.28

Tracing route to 199.91.189.28 over a maximum of 30 hops

1 2 ms 9 ms 8 ms READYSHARE [192.168.1.1]
2 42 ms 38 ms 39 ms cpe-75-85-32-1.socal.res.rr.com [75.85.32.1]
3 12 ms 17 ms 19 ms tge7-2.covncafi01h.socal.rr.com [76.166.2.193]
4 14 ms 18 ms 20 ms tge0-9-0-9.ontrcacp01r.socal.rr.com [72.129.6.16
2]
5 22 ms 23 ms 18 ms agg21.lsancarc01r.socal.rr.com [72.129.5.0]
6 27 ms 26 ms 14 ms 107.14.17.132
7 18 ms 14 ms 25 ms ae-0-0.pr0.lax00.tbone.rr.com [66.109.6.135]
8 31 ms 39 ms 32 ms 66.109.9.122
9 96 ms 98 ms 98 ms vlan60.csw1.LosAngeles1.Level3.net [4.69.144.62]

10 91 ms 91 ms 95 ms ae-62-62.ebr2.LosAngeles1.Level3.net [4.69.137.1
7]
11 91 ms 100 ms 97 ms ae-3-3.ebr3.Dallas1.Level3.net [4.69.132.78]
12 102 ms 99 ms 98 ms ae-63-63.csw1.Dallas1.Level3.net [4.69.151.133]

13 91 ms 99 ms 99 ms ae-61-61.ebr1.Dallas1.Level3.net [4.69.151.126]

14 91 ms 96 ms 88 ms ae-14-14.ebr2.Chicago2.Level3.net [4.69.151.117]

15 93 ms 98 ms 98 ms ae-1-100.ebr1.Chicago2.Level3.net [4.69.132.113]

16 94 ms 134 ms 94 ms ae-6-6.ebr1.Chicago1.Level3.net [4.69.140.189]
17 99 ms * 89 ms ae-10-10.car2.Montreal2.Level3.net [4.69.153.86]

18 95 ms 86 ms 93 ms ORMUCO-COMM.car2.Montreal2.Level3.net [4.59.178.
74]
19 127 ms 128 ms 128 ms 10.2.2.1
20 121 ms 128 ms 129 ms 192.34.76.2
21 123 ms 128 ms 126 ms 199.91.189.234
22 128 ms 129 ms 128 ms 199.91.189.28

Trace complete.

C:\Windows\System32>tracert 199.91.189.74

Tracing route to 199.91.189.74 over a maximum of 30 hops

1 2 ms 7 ms <1 ms READYSHARE [192.168.1.1]
2 35 ms 39 ms 48 ms cpe-75-85-32-1.socal.res.rr.com [75.85.32.1]
3 14 ms 18 ms 8 ms tge7-2.covncafi01h.socal.rr.com [76.166.2.193]
4 20 ms 23 ms 28 ms tge0-9-0-8.ontrcacp01r.socal.rr.com [72.129.6.16
0]
5 18 ms 31 ms 25 ms agg21.lsancarc01r.socal.rr.com [72.129.5.0]
6 20 ms 29 ms 18 ms bu-ether26.lsancarc0yw-bcr00.tbone.rr.com [66.10
9.6.212]
7 23 ms 28 ms 19 ms 107.14.19.86
8 34 ms 28 ms 55 ms 66.109.9.122
9 97 ms 98 ms 87 ms vlan90.csw4.LosAngeles1.Level3.net [4.69.144.254
]
10 91 ms 99 ms 118 ms ae-92-92.ebr2.LosAngeles1.Level3.net [4.69.137.2
9]
11 89 ms 92 ms 95 ms ae-3-3.ebr3.Dallas1.Level3.net [4.69.132.78]
12 93 ms 98 ms 98 ms ae-83-83.csw3.Dallas1.Level3.net [4.69.151.157]

13 98 ms 98 ms 98 ms ae-81-81.ebr1.Dallas1.Level3.net [4.69.151.150]

14 93 ms 98 ms 98 ms ae-14-14.ebr2.Chicago2.Level3.net [4.69.151.117]

15 93 ms 98 ms 108 ms ae-1-100.ebr1.Chicago2.Level3.net [4.69.132.113]

16 93 ms 93 ms 89 ms ae-6-6.ebr1.Chicago1.Level3.net [4.69.140.189]
17 108 ms 98 ms 98 ms ae-10-10.car2.Montreal2.Level3.net [4.69.153.86]

18 93 ms 118 ms 98 ms ORMUCO-COMM.car2.Montreal2.Level3.net [4.59.178.
74]
19 * 125 ms 128 ms 10.2.2.1
20 124 ms 128 ms 128 ms 192.34.76.2
21 112 ms 118 ms 128 ms 199.91.189.234
22 111 ms 115 ms 108 ms 199.91.189.74

Trace complete.

C:\Windows\System32>

[Allyra]

She ended up opening a case on it and told me that this is the first anyone in her department has heard of a problem like this or dealing with this game.

This is somewhat suspect and makes me think TWC just really isn't going to do anything about this issue.

You are not the first to report this issue to TWC in socal, nor is this even the first thread on the matter. So, if it's true no one has heard of it, that means all the previous complaints people have given them have gone in one ear and out the other.

I do agree though people need to keep reporting it so they stop ignoring it, however.

As an aside, we started using pingzapper and that fixed the problem for us for the time being (hopefully it gets resolved outside though to save the $4 a month).

From previous threads the issue seems to be with a server hop to Tata Communications labelled Palo Alto in the tracert. If you do talk to them again, mention this hop in particular.

People have contacted TWC and Tata about this, but ya.

[Zholi]

From previous threads the issue seems to be with a server hop to Tata Communications labelled Palo Alto in the tracert. If you do talk to them again, mention this hop in particular.

People have contacted TWC and Tata about this, but ya.

That seemed to be where the issue was before, but they seem to have changed to Level3. It actually seems even worse than before. That's when I finally broke down and started using a VPN, which has given me more or less a perfect connection. Honestly things have gotten so bad that it's practically required in order to play, especially endgame.

[Lammy]

I don't want to rain on your parades here, but I wouldn't get my hopes up about getting TWC or your ISP to fix the problem if it's caused by another ISP. TWC won't ignore your tickets, and TWC may be able to put some pressure on the other ISP's to fix their crap, but it's a long shot at best. Maybe it's a QoS issue and they can probably resolve it with some configuration on their routers. However, if it's a capacity problem then the offending ISP will have to invest money into equipment to handle the load. Let's face it, we're technically NOT their customers so they don't really have an obligation to us whatsoever.

I want to be wrong on this guys. I really do, because I am also going to unsub soon as there's no way in hell I am going to be able to do end-game content with the AOE slight lag topped by this additional lag. I am also hoping that there's a clause in the agreements that ISP's make with each other to route things that will address a problem such as this. One other way to get around this is have SE add a West Coast Data Center, but a guy can only dream, right?