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Wednesday, December 21st, 2022 8:43 PM

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Internet Disconnection While Gaming

Hello, I have been having a persistent problem where I will be disconnected from the gaming host server for the past month. I have done a lot of troubleshooting steps and am confident there is something wrong with my internet connection or modem. I'll include all the troubleshooting steps I have done thus far at the bottom of this post. The TLDR is that it isn't any setting or program on my PC causing the issue or any issue with the game server, so either my internet or modem is the source of the issue.

One issue I have found looking at my modem/router (Motorola MG8702) is that there are a large number of uncorrected errors in my Downstream Bonded Channels. I have read this can be caused by hardware issues like loose or defective cables, though I am not sure if this would cause the issue of my intermittent disconnects while gaming. Could these be the problem with my disconnections?  If this is not the source of my issue, is there anything else I could try and troubleshoot? The game support team said it is almost certain the issue lies with my ISP or modem/router (have played 400+ hours with no problem till this last month). 

In my event log, I only see priority 6 and some 5 priority events. About 27 channels have uncorrected errors. 

Troubleshooting Steps Taken: (those listed first are related to the internet and Modem, not the order of events)

  1. Restarting Modem/router and PC
  2. Factory reset of Modem/router
  3. Enabling UPnP on modem
  4. Check internet speed (appropriate for the game, around 400 download,  11 upload, 13ms latency), only a few non-demanding devices connected to wifi
  5. Check the Xfinity support bot, which verified the internet connection history and health of modem
  6. Have used a wire connection the entire time (ethernet, CAT5e, and will try a CAT8 later this week), coax cable looks fine and the connection are a half turn past hand tight)
  7. Ran the game on both PC and PS5 with the same ethernet connection, and experienced the same error (different accounts on the game server-not account specific--this is also not a common issue for other players)
  8. Ran a Ping test where my computer was pinging the google server every second, it did not lose connection or packet loss to the google server during a game disconnect
  9. Rest internet connection (ipconfig /release, /renew, flush DNS)
  10. Tried port forwarding the game (UPnP was disabled, used the correct ports and formatting, still disconnected)
  11. Verify game files on steam

  12. Uninstall and reinstall the game

  13. Uninstall and reinstall Windows
  14. Ran a clean boot (all background processes, except for windows, were disabled. No background process is affecting the game)
  15. All audio and visual drivers updated
  16. uninstall and reinstall C++ 2010,12, 13, 15-22, and DirectX

Official Employee

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618 Messages

2 years ago

@user_tonyhotdog. Thanks for bringing this to our attention and doing what you can from home. Let's meet in DM. There we can review your signal levels and further troubleshoot. 

 

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