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Connectivity Issues with World of Warcraft

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Connectivity Issues with World of Warcraft

Hello! Thank you for reading this. I am going to try and explain this with as much detail as possible without being too verbose.
 
My wife and I recently switched from Frontier to Xfinity X1 1 GB service. We recently started playing an online game again called "World of Warcraft" (WoW) by Blizzard. While playing this game, my wife and I have both been disconnected from the game with a general disconnect error - "51900319" (That is a Blizzard error designation for a general disconnect).
 
Here is a list of what I have done and other aspects of this issue:
  1. We did not experience this issue on Frontier internet at all, and we played on it for well over a year.
  2. These disconnects are happening at random intervals and occur both on Wifi and when hardwired to the modem.
  3. We have both experienced them at the same time, but there are times where one of us will disconnect and the other won't.  However, mutual disconnects occur not too long after.
  4. The first thing I did, was to open a command prompt and do the command "ping -t www.google.com". This was something that a Comcast tech showed me how to do many years ago when we had Comcast and had very similar issues (intermittent disconnects). While doing this and experiencing the disconnects from the game, I would get "Request Timed Out" on the ping.
  5. I have rebooted the modem several times. This resulted in anywhere from 8 hrs to 3 days of no problems. However yesterday, I rebooted the modem in the morning, and was having problems later that night.
  6. I ran WinMTR and received the following results last night using the IP for the server I was on:
    1. Host -                  % | Sent | Recv | Best|Avrg Wrst| Last|
    2. 10.0.0.1 -            60 | 21565 | 8683 | 0 | 15 | 702 | 17 |
    3. 96.120.xxx.xx - 56 | 18955 | 8526 | 0 | 15 | 677 | 20 |
    4. 96.108.xxx.x -   53 | 18090 | 8521 | 0 | 15 | 672 | 16 |
    5. 162.151.xx.x -    53 | 18033 | 8522 | 0 | 15 | 702 | 15 |
    6. be-153… net - 58 | 20243 | 8526 | 0 | 21 | 670 | 19 |
    7. be-3-ar…net - 59 | 20512 | 8526 | 0 | 33 | 693 | 30 |
    8. be-33…n et -   57 | 19706 | 8525 | 0 | 33 | 678 | 35 |
    9. be-105…net - 53 | 17980 | 8521 | 25 | 32 | 679 | 36 |
    10. 173.167.xx.xx - 20 | 10494 | 8447 | 0 | 36 | 678 | 35 |
    11. ae1- … .n et -   61 | 21351 | 8393 | 25 | 39 | 4659 | 33 |
    12. be1-p…n et -   56 | 19174 | 8478 | 26 | 32 | 680 | 34 |
    13. 24.105.xx.xxx -60 | 20628 | 8439 | 24 | 30 | 696 | 34 |
      1. I posted these results on the Blizzard forums and received this response from Blizzard:
        1. "The WinMTR shows a major issue with packet loss of 60% at your modem. This is more than enough to impact your connection to Wow as the game runs in real time to update the world around you of your actions and your actions to the world. It cannot buffer like a web site or streaming service can, so data loss of this amount would cause a disconnect and appears to be the most impactful source of your disconnection issues. I’d recommend to contact your Internet Service Provider to show them the WinMTR and have them check out your modem."
      2. I have contacted Blizzard support through a help ticket and was told a similar thing.  They also stated that there appears to be a significant degradation of the signal from our modem to their server.
    14. An odd thing about the WinMTR results is that I have also been disconnected and received varying results that show only a 1% packet loss.
    15. The disconnect issue happens on various WoW servers, and in both WoW retail and WoW Classic.
  7. The disconnects are not always the same. Sometimes I get booted from the game and get the disconnection error. Other times I stay in game, can see people talking in chat, but I cannot do anything (move, cast spells, get on mounts etc.) which causes me to have to alt-f4 and restart the game.
  8. Sometimes I can tell when it is going to happen because I get large lag spikes; other times there are no signs until it disconnects.
  9. I do not lose connection to the internet. I can still search Google, read my email, etc.
  10. This has happened equally when hardwired and on Wifi. My wife and I have tested this with one of us being wired and one being wireless. We were both disconnected at the same time. We have not tested this on another internet connection.
  11. This has happened before when we had Xfinity (Comcast then).  We had several techs come out and even a manager.  All they ever did was replace a splitter.  

My questions

 

Firstly, I am not an expert on this subject, so please forgive anything obvious I may be missing.

  1. If this issue has happened before and only with Xfinity, is it safe to assume that the issue is with Xfinity and not with Blizzard?
  2. Is there a better way to capture the problem as it is happening beyond using WinMTR?  I'd like to be able to present more evidence and examples so I can avoid the inevitable "Just reboot your modem, sir" response that I am tired of getting.
  3. There is a pedestal out back that is often partially submerged in water or damp ground.  Coupld this be causing thisrandom diminshment of the signal?
  4. Is there a way to get this message beyond the front line "reboot modem" support personnel.  Nothing against them, but if I hear that recommendation again, I may be inclined to go back to Frontier.  

 

Thank you for reading this. 

 

EDIT:  Just got another disconnect with the following WinMTR data:

12-7-2019 @ 0829 hrs EST

96.120.xxx.xx -                                                                     66 | 12102 | 4184 | 0 | 14 | 194 | 3 |
| 96.120.xxx.xx -                                                                  68 | 12722 | 4116 | 0 | 15 | 185 | 37 |
| 96.108.xxx.x -                                                                    70 | 13390 | 4116 | 0 | 15 | 159 | 17 |
| 162.151.xx.x -                                                                     69 | 13206 | 4116 | 0 | 15 | 211 | 17 |
|be-153-ar01...indiana.comcast.net -                             68 | 12700 | 4116 | 0 | 20 | 188 | 23 |
| be-3-ar01.area4.il.chicago.comcast.net -                   68 | 12747 | 4116 | 0 | 32 | 213 | 41 |
|be-33491-cr02.350ecermak.il.ibone.comcast.net - 73 | 14789 | 4116 | 0 | 32 | 245 | 36 |
|be-10588-pe04.350ecermak.il.ibone.comcast.net 74 | 15540 | 4116 | 25 | 31 | 135 | 36 |
| 173.167.xx.xx -                                                                     71 | 13760 | 4102 | 25 | 35 | 179 | 34 |
| ae1-br01-eqch2.as57976.net -                                      69 | 12906 | 4075 | 0 | 39 | 3801 | 36 |
| be1-pe1-eqch2.as57976.net -                                       68 | 12713 | 4111 | 26 | 32 | 427 | 29 |
| 24.105.xx.xxx -                                                                   70 | 13483 | 4106 | 25 | 30 | 440 | 30 |

 
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Expert

Re: Connectivity Issues with World of Warcraft

They are right. There is major packet loss occurring right at your gateway device. The first thing that you should try is getting it swapped out for another and then see. But there may be other things going on with the line(s) as well.

 

What do the modem's signal stats look like ? Try getting them here http://192.168.100.1 or here http://10.0.0.1

Please post the *Downstream Power Level*, the *Upstream Power Level*, and the *SNR* (Signal to Noise Ratio) numbers.




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New Poster

Re: Connectivity Issues with World of Warcraft

Did you ever get this solved?  I am here looking for help with exact same issue.  I have played WoW for 15 years and since a switch to the xfinity Gateway we constantly being disconnected.  

New Poster

Re: Connectivity Issues with World of Warcraft

Nothing was ever overtly done to solve this issue but over the past few months the disconnect issue seems to have subsided. I’m sorry I don’t have more information for you. It’s been pretty solid lately.
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Regular Visitor

Re: Connectivity Issues with World of Warcraft

I'm in the same boat with you - WoW player - this has been going on for over a month.

 

The only way I've managed to stay connected is to use a VPN. Comcast is going to have a huge class action lawsuit against them after this is all over and said with - they're not publicly acknowledging the problem, so they know they're in deep.

 

I have a gigabit connection, they sent me a brand new gateway and it did nothing.