Phoenix Ascendant [ASH] | Rank 80
Support Gave Me an Incorrect Answer
Phoenix Ascendant [ASH] | Rank 80
= Tracing network paths
==================
—> pathping -w 500 -q 25 -4 206.127.158.1 <--
Tracing route to p4-23-c0-ncdc-pub.plaync.net [206.127.158.1]
over a maximum of 30 hops:
0 ********* [192.168.2.2]
1 192.168.2.1
2 *********
3 te-0-5-0-5-sur01.minnehaha.mn.minn.comcast.net [68.85.166.89]
4 te-0-6-0-11-ar01.roseville.mn.minn.comcast.net [69.139.219.14]
5 he-1-13-0-0-cr01.350ecermak.il.ibone.comcast.net [68.86.94.81]
6 * * *
Computing statistics for 31 seconds…
Source to Here This Node/Link
Hop RTT Lost/Sent = Pct Lost/Sent = Pct Address
0 Apollo.Belkin [192.168.2.2]
0/ 25 = 0% |
1 0ms 0/ 25 = 0% 0/ 25 = 0% 192.168.2.1
0/ 25 = 0% |
2 9ms 0/ 25 = 0% 0/ 25 = 0% ************
0/ 25 = 0% |
3 9ms 0/ 25 = 0% 0/ 25 = 0% te-0-5-0-5-sur01.minnehaha.mn.minn.comcast.net [68.85.166.89]
0/ 25 = 0% |
4 12ms 0/ 25 = 0% 0/ 25 = 0% te-0-6-0-11-ar01.roseville.mn.minn.comcast.net [69.139.219.14]
0/ 25 = 0% |
5 21ms 0/ 25 = 0% 0/ 25 = 0% he-1-13-0-0-cr01.350ecermak.il.ibone.comcast.net [68.86.94.81]
Trace complete.
—> pathping -w 500 -q 25 -4 64.25.39.1 <--
Tracing route to 64.25.39.1 over a maximum of 30 hops
0 Apollo.Belkin [192.168.2.2]
1 192.168.2.1
2 **************
3 te-0-5-0-5-sur01.minnehaha.mn.minn.comcast.net [68.85.166.89]
4 te-0-6-0-11-ar01.roseville.mn.minn.comcast.net [69.139.219.14]
5 he-1-12-0-0-cr01.350ecermak.il.ibone.comcast.net [68.86.94.77]
6 * 66.208.229.126
7 vl-3612-ve-236.ebr2.Chicago2.Level3.net [4.69.158.238]
8 ae-14-14.ebr1.Dallas1.Level3.net [4.69.151.118]
9 ae-81-81.csw3.Dallas1.Level3.net [4.69.151.149]
10 ae-3-80.edge2.Dallas1.Level3.net [4.69.145.139]
11 * 4.59.197.34
12 64.25.32.9
13 64.25.32.26
14 64.25.39.1
Computing statistics for 87 seconds…
Source to Here This Node/Link
Hop RTT Lost/Sent = Pct Lost/Sent = Pct Address
0 Apollo.Belkin [192.168.2.2]
0/ 25 = 0% |
1 0ms 0/ 25 = 0% 0/ 25 = 0% 192.168.2.1
0/ 25 = 0% |
2 8ms 0/ 25 = 0% 0/ 25 = 0% **********
1/ 25 = 4% |
3 8ms 2/ 25 = 8% 1/ 25 = 4% te-0-5-0-5-sur01.minnehaha.mn.minn.comcast.net [68.85.166.89]
0/ 25 = 0% |
4 13ms 1/ 25 = 4% 0/ 25 = 0% te-0-6-0-11-ar01.roseville.mn.minn.comcast.net [69.139.219.14]
0/ 25 = 0% |
5 21ms 1/ 25 = 4% 0/ 25 = 0% he-1-12-0-0-cr01.350ecermak.il.ibone.comcast.net [68.86.94.77]
1/ 25 = 4% |
6 48ms 2/ 25 = 8% 0/ 25 = 0% 66.208.229.126
0/ 25 = 0% |
7 41ms 2/ 25 = 8% 0/ 25 = 0% vl-3612-ve-236.ebr2.Chicago2.Level3.net [4.69.158.238]
0/ 25 = 0% |
8 54ms 3/ 25 = 12% 1/ 25 = 4% ae-14-14.ebr1.Dallas1.Level3.net [4.69.151.118]
0/ 25 = 0% |
9 54ms 4/ 25 = 16% 2/ 25 = 8% ae-81-81.csw3.Dallas1.Level3.net [4.69.151.149]
0/ 25 = 0% |
10 60ms 3/ 25 = 12% 1/ 25 = 4% ae-3-80.edge2.Dallas1.Level3.net [4.69.145.139]
0/ 25 = 0% |
11 56ms 2/ 25 = 8% 0/ 25 = 0% 4.59.197.34
1/ 25 = 4% |
12 54ms 3/ 25 = 12% 0/ 25 = 0% 64.25.32.9
0/ 25 = 0% |
13 —- 25/ 25 =100% 22/ 25 = 88% 64.25.32.26
0/ 25 = 0% |
14 54ms 3/ 25 = 12% 0/ 25 = 0% 64.25.39.1
Trace complete.
Section completed in 168.89 seconds"
Phoenix Ascendant [ASH] | Rank 80
So for those that understand these results as I do, you can see that the 88% packet loss occurred during this route not at my end (where there was zero packet loss) as the rep said, but actually at the 13th hop at the IP address 64.25.32.26 which if you look up using free online tools (http://whatismyipaddress.com/ip/64.25.32.26) is registered NCSoft Server located in Texas. Which means that the problem came from completely from Arena Net’s end.
Now if I hadn’t been a technical person, this support person would have had me calling my ISP, arguing with them, and in the end, nothing gets done. Instead of actually acknowledging that there is a problem with one of your servers that needs to be investigated, and apologizing for the inconvenience it caused. I have no problem being patient since I understand tech things go wrong all too often. I would have felt good about being able to provide detailed information about where something needed to be looked at. But what I do not like is being lied to by support in hopes that I will just go away. It makes me wonder how many people that aren’t technical have been given responses like these and fallen for them……
Phoenix Ascendant [ASH] | Rank 80
Uhm, this is not an account issue thing, try the tech section.
Also post your ticket number in the stick for tickets up for review. And update your original ticket with the info you shared here.
I think you should consider the problems with your ISP. If everyone else can access the game just fine, then there’s no problem on Anet’s end.
I think you should consider the problems with your ISP. If everyone else can access the game just fine, then there’s no problem on Anet’s end.
(This is an example of why their response was not acceptable. They would have convinced you that the ISP is a possibility when the tech details very clearly show where the problem is. It isn’t a guessing matter at this point, there are clear facts that point to a problem with their server receiving packets in the last hop in the cycle).
Well not everyone can access the game just fine (Many of the people on my server have been complaining about terrible lag, and have submitted tickets to support). Also the tech details that I posted show exactly where the problem is. It is with packet loss on the NCsoft server that I’m connected to is experiencing. It lost 88% of the packets that I sent to it, which in the TCP protocol results in my computer having to wait for a lack okittennowledgement for a set length of time (or a specific request from the sever to resend), and then assume that those packets never made it and resend that information.
Also as a side note my cpu is showing only 15% usage while this is lagging, my memory is showing only ~40% usage, and disk memory is barely being used. So it is network related, and it is that NCsoft server causing it.
Phoenix Ascendant [ASH] | Rank 80
you will better post here “https://forum-en.gw2archive.eu/forum/support/tech/Network-Lag-Merged/page/36#post3586100”. Consider this : support people are not technical they try to help as much as they can with info given from dev’s. Therefor if you want to show your problem use a sticky thread which is probably read by those dev’s on regularly base. And @ Smooth nice you have good game access but mentioning it here won’t help people who don’t.
edited : sry gave the wrong link this should be the good one
(edited by RedZebra.2345)
I love the new title that the moderator has decided to give to my post….
Phoenix Ascendant [ASH] | Rank 80
you will better post here “https://forum-en.gw2archive.eu/forum/support/tech/Network-Lag-Merged/page/36#post3586100”. Consider this : support people are not technical they try to help as much as they can with info given from dev’s. Therefor if you want to show your problem use a sticky thread which is probably read by those dev’s on regularly base. And @ Smooth nice you have good game access but mentioning it here won’t help people who don’t.
edited : sry gave the wrong link this should be the good one
I’m fine with them not being technical, I get that. But then you shouldn’t tell me an “incorrect answer” instead of asking someone who is technical to review the details that you asked for. As it is they asked for the technical details, and then completely ignored them in order to give me a response that wasn’t correct. That’s what’s not ok.
Phoenix Ascendant [ASH] | Rank 80
you have a point, but at the end you want a solution so best thing is they get noticed about this, so I would suggest you write in the thread which they read the most.
Computing statistics for 87 seconds…
Source to Here This Node/Link
Hop RTT Lost/Sent = Pct Lost/Sent = Pct Address
0 Apollo.Belkin [192.168.2.2]
0/ 25 = 0% |
1 0ms 0/ 25 = 0% 0/ 25 = 0% 192.168.2.1
0/ 25 = 0% |
2 8ms 0/ 25 = 0% 0/ 25 = 0% **********
1/ 25 = 4% |
3 8ms 2/ 25 = 8% 1/ 25 = 4% te-0-5-0-5-sur01.minnehaha.mn.minn.comcast.net [68.85.166.89]
0/ 25 = 0% |
4 13ms 1/ 25 = 4% 0/ 25 = 0% te-0-6-0-11-ar01.roseville.mn.minn.comcast.net [69.139.219.14]
0/ 25 = 0% |
5 21ms 1/ 25 = 4% 0/ 25 = 0% he-1-12-0-0-cr01.350ecermak.il.ibone.comcast.net [68.86.94.77]
1/ 25 = 4% |
6 48ms 2/ 25 = 8% 0/ 25 = 0% 66.208.229.126
0/ 25 = 0% |
7 41ms 2/ 25 = 8% 0/ 25 = 0% vl-3612-ve-236.ebr2.Chicago2.Level3.net [4.69.158.238]
0/ 25 = 0% |
8 54ms 3/ 25 = 12% 1/ 25 = 4% ae-14-14.ebr1.Dallas1.Level3.net [4.69.151.118]
0/ 25 = 0% |
9 54ms 4/ 25 = 16% 2/ 25 = 8% ae-81-81.csw3.Dallas1.Level3.net [4.69.151.149]
0/ 25 = 0% |
10 60ms 3/ 25 = 12% 1/ 25 = 4% ae-3-80.edge2.Dallas1.Level3.net [4.69.145.139]
0/ 25 = 0% |
11 56ms 2/ 25 = 8% 0/ 25 = 0% 4.59.197.34
1/ 25 = 4% |
12 54ms 3/ 25 = 12% 0/ 25 = 0% 64.25.32.9
0/ 25 = 0% |
13 —- 25/ 25 =100% 22/ 25 = 88% 64.25.32.26
0/ 25 = 0% |
14 54ms 3/ 25 = 12% 0/ 25 = 0% 64.25.39.1Trace complete.
Section completed in 168.89 seconds"
You are having Packet loss at Comcast as well (your ISP). So while it maybe true that NCSoft’s Nodes are having issues for you, you also have issues with Comcast. Get the Pack loss at Comcast down to 0, then retest to see if it clears up for NCSoft.
Laptop: M6600 – 2720QM, AMD HD6970M, 32GB 1600CL9 RAM, Arc100 480GB SSD
(edited by ikereid.4637)
Computing statistics for 87 seconds…
Source to Here This Node/Link
Hop RTT Lost/Sent = Pct Lost/Sent = Pct Address
0 Apollo.Belkin [192.168.2.2]
0/ 25 = 0% |
1 0ms 0/ 25 = 0% 0/ 25 = 0% 192.168.2.1
0/ 25 = 0% |
2 8ms 0/ 25 = 0% 0/ 25 = 0% **********
1/ 25 = 4% |
3 8ms 2/ 25 = 8% 1/ 25 = 4% te-0-5-0-5-sur01.minnehaha.mn.minn.comcast.net [68.85.166.89]
0/ 25 = 0% |
4 13ms 1/ 25 = 4% 0/ 25 = 0% te-0-6-0-11-ar01.roseville.mn.minn.comcast.net [69.139.219.14]
0/ 25 = 0% |
5 21ms 1/ 25 = 4% 0/ 25 = 0% he-1-12-0-0-cr01.350ecermak.il.ibone.comcast.net [68.86.94.77]
1/ 25 = 4% |
6 48ms 2/ 25 = 8% 0/ 25 = 0% 66.208.229.126
0/ 25 = 0% |
7 41ms 2/ 25 = 8% 0/ 25 = 0% vl-3612-ve-236.ebr2.Chicago2.Level3.net [4.69.158.238]
0/ 25 = 0% |
8 54ms 3/ 25 = 12% 1/ 25 = 4% ae-14-14.ebr1.Dallas1.Level3.net [4.69.151.118]
0/ 25 = 0% |
9 54ms 4/ 25 = 16% 2/ 25 = 8% ae-81-81.csw3.Dallas1.Level3.net [4.69.151.149]
0/ 25 = 0% |
10 60ms 3/ 25 = 12% 1/ 25 = 4% ae-3-80.edge2.Dallas1.Level3.net [4.69.145.139]
0/ 25 = 0% |
11 56ms 2/ 25 = 8% 0/ 25 = 0% 4.59.197.34
1/ 25 = 4% |
12 54ms 3/ 25 = 12% 0/ 25 = 0% 64.25.32.9
0/ 25 = 0% |
13 —- 25/ 25 =100% 22/ 25 = 88% 64.25.32.26
0/ 25 = 0% |
14 54ms 3/ 25 = 12% 0/ 25 = 0% 64.25.39.1Trace complete.
Section completed in 168.89 seconds"You are having Packet loss at Comcast as well (your ISP). So while it maybe true that NCSoft’s Nodes are having issues for you, you also have issues with Comcast. Get the Pack loss at Comcast down to 0, then retest to see if it clears up for NCSoft.
I did notice that. But the packet loss (not at NCsoft) is occurring predominantly at hop in Chicago which is almost always going to happen at those routers since they are a huge hub of the Midwest’s Internet backbone. Plus 8% or under is normal packet loss for a hub of that size at prime time internet usage. Also Dallas (another hub) has some packet loss as well, but again it stays relatively low. The huge hit happens at NCsoft. There isn’t anything that my ISP can do about packet loss at the major hubs since comcast doesn’t actually own those (Sprint owns Chicago’s hub actually if memory serves). The loss between my ISP’s servers is 4% which is also negligible. If Anet had packet loss of 4% then there wouldn’t be a problem at all.
Phoenix Ascendant [ASH] | Rank 80
I have been having issues with level3 out of Dallas for weeks, same thing. Up to 50% PL.
There is something going on with those servers that really needs to be looked at.
ArenaNet Communications Manager
Have you bothered to take the advice given you? Have you tried updating your ticket to ask these questions? Apparently you’d prefer to post complaints across multiple forums rather than gain an understanding of your personal situation. Please update your ticket to discuss, and do not use the forums for a matter that cannot be addressed via the forums.
Communications Manager
Guild & Fansite Relations; In-Game Events
ArenaNet