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Lag problems in EA's network

Discussion in 'UHall' started by Llewen, Aug 11, 2008.

  1. Llewen

    Llewen Grand Inquisitor
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    Has anyone else been experiencing serious problems with lag for the past few months? I have and invariably when I do a trace route, it shows that the problem originates in EA's own network. I'll cut and paste in a copy to show you what I mean. I've sent in a bug report, but maybe we can apply some pressure on this end as well to get this looked at.

    Code:
    Host Name                                         IP Address        Hop    Ping Time   Ping Avg   % Loss    Pkts r/s     Ping best/worst
    gw01.wlfdle.phub.net.cable.rogers.com             66.185.82.113     4      6ms
    so-5-1-1.gw02.bloor.phub.net.cable.rogers.com     66.185.83.230     5      30ms
    so-1-0-0.igw01.chcrmk.phub.net.cable.rogers.com   66.185.81.190     6      41ms
    so-4-3-0.mpr1.ord7.us.above.net                   64.124.11.21      7      56ms
    0.so-1-0-0.BR2.CHI13.ALTER.NET                    204.255.169.209   8      83ms
    0.so-0-0-0.XL2.CHI13.ALTER.NET                    152.63.73.30      9      83ms
    0.so-5-2-0.XL4.IAD8.ALTER.NET                     152.63.36.209     10     87ms
    GigE7-0-0.GW8.IAD8.ALTER.NET                      152.63.33.17      11     86ms
    ea-gw.customer.alter.net                          157.130.82.94     12     88ms
    fert08-eqx-iad.ea.com                             159.153.224.238   13     187ms       175ms      0%        44 / 44      146ms / 221ms
    * Unknown Host *                                  159.153.233.35    14     181ms       179ms      0%        31 / 31      165ms / 190ms
     
  2. EnigmaMaitreya

    EnigmaMaitreya Crazed Zealot
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    That is interesting
     
  3. GarthGrey

    GarthGrey Crazed Zealot
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    Llewen, are you in British Columbia? I ask because Rogers Wireless/Cable is the provider there in Vancouver, and one of your hops...
     
  4. EnigmaMaitreya

    EnigmaMaitreya Crazed Zealot
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    I would think the issue is inside EA.

    One explanation may be prioritized routing.

    If one assumes they may be funneling many ... data systems through this, then they may have to small a pipe for the load or a sense that some traffic is more important than others.
     
  5. would have to be if its his first hop. Doesn't mean its in Vancouver tho.
     
  6. EnigmaMaitreya

    EnigmaMaitreya Crazed Zealot
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    Llewen, I ran a tracert to the destination, this is what I got

    Code:
    15    32 ms    32 ms    32 ms  12.122.113.85
    16    33 ms    32 ms    33 ms  12.116.77.34
    17    34 ms    33 ms    36 ms  fert08-eqx-iad.ea.com [159.153.224.234]
    18    32 ms    32 ms    33 ms  159.153.233.35
    So it would seem this hop

    ea-gw.customer.alter.net 157.130.82.94 12 88ms

    Is probably the problem child.

    My guess on the 12.116.77.34 is that it is an ATT (AT&T) IP.

    I was kind of surprised I did not hit the ea-gw.customer.alter.net IP. OR I am surprised why your hitting it.

    Just kind of curious about this, I ran mine on the end IP, did you use some name or was it the end IP address.
     
  7. Lug

    Lug Lore Master
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    I've been having problems the last few weeks with EA routers. The last two hops on a trace to atlantic.owo.com seem to be having issues from time-to-time. My traceroute is fine at the moment but there have been times over the last few weeks when lag spikes will happen and my ping will sky rocket to 220ms, sometimes higher. The lag spikes only happen on the last two hops to atlantic.
     
  8. JC the Builder

    JC the Builder Crazed Zealot
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    There has been major lag on Atlantic shard all throughout today. Sometimes none of us could move for up to 5 seconds.
     
  9. Llewen

    Llewen Grand Inquisitor
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    No, I'm connecting from New Brunswick, the other side of the country. :)

    I used the server name address - catskills.owo.com. My guess is that EA runs it's own ISP for it's hosting requirements. It appears as well that they are a major client of Verizon, and I was having problems with connections through Verizon's network before I started having this specific problem, so maybe this is just a continuation of those problems.

    Again, I'm only guessing, but it appears as though I route to Verizon's network through networks in the New York area, and it wouldn't surprise me if a lot of the clients routing through New York are experiencing the same issues. I had mistakenly assumed that the "CHI" stood for Chicago, and wondered why the heck I was routing through Chicago.

    I know that in the late 90's and early 2000's when I used to play I had a lot of problems with the above.net network, and a few months ago was having problems with them again, although not as serious as my problems years ago, and then it appeared as though the routing was changed to Verizon's network, although I see there is still one hop through the above.net network.
     
  10. Black Sun

    Black Sun Grand Poobah
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    I only get lag occasionally, but it's usually on my end. My internet connection is a little fussy. If I leave my computer on for a few days without restarting my internet will start to slow down (or even sometimes crap out totally). About the only time I get lag from EA's end is on a busy time, like a Saturday afternoon when the kids aren't at school.
     
  11. Emil Ispep

    Emil Ispep Sage
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    Not so much lag in UO, but Comcast is really.. <insert derogatory comment here>

    Been intermittent for a few months now. Ill have internet, and everything runs fine... then it goes out for an hour..

    Come back up, works fine for 15 minutes, goes back down...

    Usually the worst on Friday-Sunday.

    Its not me either.. when it went out one time, went outside for a smoke, and i overheard my neighbor across the way complaining that the net was down..

    *shrugs*
     
  12. lucitus

    lucitus UOEC Modder
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    yeah i also get bad ping times to atlantic last two months, maybe its also a routing problem from europa.

    Code:
    Routenverfolgung zu central-ae2.owo.com [159.153.233.23] ├╝ber maximal 30 Abschni
    tte:
    
      1     1 ms     1 ms     1 ms  fritz.box [192.168.0.1]
      2     9 ms     8 ms     8 ms  lo1.br10.msr.de.hansenet.net [213.191.89.32]
      3    11 ms    11 ms    11 ms  ae0-101.cr01.dus.de.hansenet.net [62.109.110.61]
    
      4    14 ms    14 ms    14 ms  so-1-1-0-0.cr01.fra.de.hansenet.net [213.191.66.
    30]
      5    14 ms    13 ms    14 ms  ae1-102.pr01.fra.de.hansenet.net [62.109.109.240
    ]
      6    15 ms    14 ms    14 ms  decix-hansenet-3-de.fra.seabone.net [89.221.34.2
    5]
      7   172 ms   104 ms   103 ms  POS5-3.GW1.EWR6.ALTER.NET [157.130.255.77]
      8   104 ms   103 ms   103 ms  0.so-4-3-0.XL2.EWR6.ALTER.NET [152.63.16.86]
      9   112 ms   112 ms   112 ms  0.so-6-0-0.XL4.IAD8.ALTER.NET [152.63.0.130]
     10   117 ms   116 ms   115 ms  GigE7-0-0.GW8.IAD8.ALTER.NET [152.63.33.17]
     11   186 ms   185 ms   186 ms  ea-gw.customer.alter.net [157.130.82.94]
     12   183 ms   184 ms   184 ms  fert08-eqx-iad.ea.com [159.153.224.238]
     13   186 ms   187 ms   186 ms  159.153.233.23
    
     
  13. Llewen

    Llewen Grand Inquisitor
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    Call your ISP and give 'em hell...
     
  14. MalagAste

    MalagAste Belaern d'Zhaunil
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    I've been experiencing huge lag spikes myself .... Often however I freeze up most when someone is using a weapon with hit fireball, hit lightning or some of those effects... I've been noticing more and more however that while trying to type in icq I get HUGE lag spikes to where it may take up to a min for things I've typed to appear on the web. I'm not exactly sure what's going on but I do know it's been much more frequent lately.

    Except the hit ____. That has been something that has always been around for me.
     
  15. Emil Ispep

    Emil Ispep Sage
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    Way ahead of you =). They want to come and dig up my backyard.. again
     
  16. Shamus Turlough

    Shamus Turlough Lore Master
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    I must be lucky, course I live in texas :)

    Code:
     2    10 ms     7 ms     7 ms  10.198.42.1
     3     7 ms     9 ms    10 ms  172.28.2.125
     4    10 ms    10 ms    10 ms  66-169-96-237.ftwo.tx.charter.com [66.169.96.237
    
     5    11 ms    11 ms     9 ms  12.116.98.5
     6    51 ms    49 ms    51 ms  tbr2.dlstx.ip.att.net [12.122.100.74]
     7    49 ms    53 ms    49 ms  cr2.dlstx.ip.att.net [12.122.18.237]
     8    49 ms    50 ms    50 ms  cr1.attga.ip.att.net [12.122.28.173]
     9    51 ms    48 ms    50 ms  cr2.wswdc.ip.att.net [12.122.1.174]
    10    50 ms    47 ms    50 ms  tbr1.wswdc.ip.att.net [12.122.16.22]
    11    50 ms    49 ms    50 ms  gar2.ascva.ip.att.net [12.122.113.9]
    12    51 ms    47 ms    50 ms  12.116.77.34
    13    59 ms    47 ms    50 ms  fert08-eqx-iad.ea.com [159.153.224.234]
    14    48 ms    50 ms    50 ms  159.153.233.83
     
  17. Gildar

    Gildar Babbling Loonie
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    They want to dig up your backyard to fix a problem that's somewhere between Florida and Virginia?
     
  18. Devil_Woman

    Devil_Woman Guest

    No, Gildar. Emil was complaining about his internet going down for an hour, coming back up for 15 minutes, going back down, and overheard a neighbor also complaining that his internet was down. Apparently there are issues with Comcast's lines in his neighborhood.
     
  19. Emil Ispep

    Emil Ispep Sage
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    Major issues with the lines, lol.

    They came out last year, and replaced the cable running to the box in the backyard, and now they wanna do it again. But its nothing to do with my line.. When I have the net, it runs fine, lag free for the most part.

    When it goes out, the whole neighborhood emerges from their homes, and wanders around like zombies.

    (as i sit here and type this, i hear my TV cutting out, going to a snowy screen, and comming back.. lol)

    Could someone in my hood downloading gigs and gigs be the culprit? I wouldnt think that would have an effect, and cut service for everyone, but i have no clue..

    And they want to offer me a great deal on phone, cable, and internet... So when one goes out, they all go out!

    Oh well.. just another evil corporation.
     
  20. Gildar

    Gildar Babbling Loonie
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    Hehe.
    Read things way too quick and jumbled who said what up in my head :)
     
  21. FrejaSP

    FrejaSP Queen of The Outlaws
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    I have, I use to ping 110-130 to Siege Perilous.

    Code:
    Host Name                             IP Address           Hop    Ping Time   Ping Avg   % Loss    Pkts r/s        Ping best/worst
    lo1.taanxx3.ip.tele.dk                80.166.138.245       2      14ms        15ms       0%        30 / 30         14ms / 32ms
    * Unknown Host *                      83.88.2.210          3      14ms        16ms       0%        30 / 30         14ms / 71ms
    ge-0-0-0.1000M.glnqu1.ip.tele.dk      83.88.31.61          4      14ms        16ms       0%        30 / 30         14ms / 62ms
    ge-2-2-0-1000M.boanxu4.ip.tele.dk     83.88.31.57          5      15ms        15ms       0%        30 / 30         14ms / 33ms
    te0-0-4-0-10G.boanqh1.ip.tele.dk      83.88.24.82          6      15ms        17ms       0%        30 / 30         15ms / 38ms
    pos7-0-0-10G.nyk2nxg2.ip.tele.dk      83.88.26.106         7      112ms       111ms      0%        30 / 30         110ms / 113ms
    sl-gw37-nyc-14-0-0.sprintlink.net     160.81.182.197       8      112ms       111ms      0%        30 / 30         111ms / 114ms
    sl-crs2-nyc-0-13-3-0.sprintlink.net   144.232.13.67        9      114ms       112ms      0%        30 / 30         111ms / 117ms
    * Unknown Host *                      144.232.18.208       10     119ms       114ms      0%        30 / 30         114ms / 119ms
    sl-crs2-rly-0-4-3-0.sprintlink.net    144.232.20.111       11     117ms       117ms      0%        30 / 30         116ms / 120ms
    sl-bb21-dc-12-0-0.sprintlink.net      144.232.9.212        12     116ms       116ms      0%        30 / 30         116ms / 119ms
    sl-st20-ash-11-0.sprintlink.net       144.232.20.150       13     125ms       124ms      0%        30 / 30         124ms / 128ms
    * Unknown Host *                      144.223.246.6        14     216ms                  100%      0 / 29
    fert08-eqx-iad.ea.com                 159.153.224.234      15     218ms       222ms      0%        29 / 29         209ms / 334ms
    * Unknown Host *                      159.153.233.47       16     216ms       213ms      0%        29 / 29         210ms / 218ms
    
    Now it's 200+
     
  22. Restroom Cowboy

    Restroom Cowboy Visitor

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    WTF is going on with your network EA? My ping in the midwest went from 60-80 to 140-160!!!! I think its pretty fuggered when people from EU are pinging less to Atlantic than I do. Fix it soon else I will be joining the leaving masses too.
     
  23. Llewen

    Llewen Grand Inquisitor
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    My only suggestion to everyone who is having problems, create an EA account and send in a technical support request with a copy of your traceroute or UOTrace output. I just did that.
     
  24. EnigmaMaitreya

    EnigmaMaitreya Crazed Zealot
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    What I see is Shamus and I are bypassing the problem IP your having.

    I am confident that the 12. IP address Shamus has is part of the AT&T network.

    They for what ever the reason are skipping the server your (my opinion) geting in trouble with, lag wise.

    You may want to bring this to your ISP's attention (as they have the ability to change routings) and to EA's attention.

    I should google it, but there were a number of sites you could log onto and reverse trace route back to you. Often was the case there was no symmetry between the two, time wise.

    But seriously, I would use the two trace routes, mine and Shamus's and demonstrate to your ISP there may be a better routing they can use.
     
  25. It's not just you guys. I've been getting it connecting to Pacific from Texas. I've even had AT&T check their servers, along with sending a guy out to my house to test the lines to make sure nothing strange was happening. When they ran a traceroute from my house to EA, it bogged down massively at EA.
     
  26. Llewen

    Llewen Grand Inquisitor
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    It's EA's problem. My connection out to EA's network is excellent. It dies on EA's doorstep.
     
  27. Noobish Noob

    Noobish Noob Guest

    I am in New York and play on PAC and I have the same issues. Everything is fine..then I freeze for like 5 seconds..then unfreeze..then freeze. Internet is still connected and everything is running fine but UO grinds to a halt. It seemed to come after a patch like three or four patches back. Frustrating because it is nothing on my end.
     
  28. EnigmaMaitreya

    EnigmaMaitreya Crazed Zealot
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    I agree it is EA's problem, my point is, your ISP may be able to find a route that bypass's that IP.

    Mine and another's tracert ... did bypass that IP that is the issue.
     
  29. Llewen

    Llewen Grand Inquisitor
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    I doubt I can get my ISP to do that, but I may give them a call. If you want a laugh, check out the assinine response I got to my technical support request from EA.

    I attached the same traceroute as I cut and pasted in here. Do the people providing technical support for EA's products actually know anything about the internet or online gaming?
     
  30. FrejaSP

    FrejaSP Queen of The Outlaws
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    [​IMG]

    Had too, when my connections still sucks, please EA help us get rid of this lag.
     
  31. Shamus Turlough

    Shamus Turlough Lore Master
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    You are correct sir. The 12.x.x.x address range is owned for the most part by AT&T. I should have mentioned, I am on Charter's 10mb down/5mb up business plan. Charter just happens to use the AT&T OCx backbone to the internet in this area.
     
  32. Thangorodrim

    Thangorodrim Guest

    What time of day are these problems being experienced?

    At midday I see no significant additional latency crossing either AT&T or EA networks. My origin points were a T1 and a 100 Mbps fiber connection. I hit both the 234 and 238 interfaces of fert08 with no apparent differences.

    12/8 is AT&T's block and has been since 1983. I think they are EA's WAN provider.
     
  33. Llewen

    Llewen Grand Inquisitor
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    I'm fine until about 4pm EST, from then until I hit the sack it's more on than off miserable lag.
     
  34. Surgeries

    Surgeries Grand Poobah
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    I am on Comcast as well, and I am seeing some weird Packet Loss.

    When I called their Customer Support, they told me I should not run a Hardware Firewall/Router.

    I am just a little less than confident in their customer support, at this point. They told me to just use a Software Firewall, like McAfee...I think they are full o crap.

    Packet loss wouldn't have anything to do with using a Router, would it? I admit I am nontechy, but that just seems so flippin weird, to tell someone that latency and packet loss (especially like hop 15 down the traceroute) is because they aren't plugged straight into the cable modem...
     
  35. Beefybone

    Beefybone Visitor

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    Old guildy of mine was reinstalling, says the patch server is borked too.

    Ahh, professionalism.
     
  36. Llewen

    Llewen Grand Inquisitor
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    They are full of crap. You need to ask for your request to be elevated to a senior technician in a situation like that. The person who was serving you was obviously not qualified to deal with your problem.
     
  37. Zooithion

    Zooithion Crazed Zealot
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    Same story and this is one of my better ones :(

    [​IMG]
     
  38. feath

    feath Guest

    i can't see where EA would have control of all the hops between "your" computer and their servers.

    but, that said, yesterday i did nothing but disconnect, not load, freeze for 5 seconds, THEN disconnect again, have reallllly slow world building... all i did was deco yesterday to minimize damage, but even that got a little tricky sometimes.
     
  39. Farsight

    Farsight Crazed Zealot
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    That is pretty much my story this week, except for I play Catskills.

    Or used to play Cats. Right now it's unplayable. But the huge jump (from Holland anyway) is from sprintlink.net to whatever is after that.

    On the bright side, it is giving me an opportunity to learn a part of the game that I would otherwise not have just playing Cats.
     
  40. Llewen

    Llewen Grand Inquisitor
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    We're not talking about all the hops in the route, the problems are occurring in the last three hops, all of which are either in EA's network, or in the first hop of one of their wan providers (Verizon).
     
  41. Farsight

    Farsight Crazed Zealot
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    As of some time in the last 8 hours, my problem with lag has been corrected.

    Not only that, but I used to ping 110-120 to Catskills, and now I'm pinging 90-95.

    I think someone upgraded (and took days to do it). Anyone else working now?
     
  42. Tina Small

    Tina Small Stratics Legend
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    Is the information from the UO Trace Utility accurate if you log into UO with UOAssist running? Could running UOAssist cause lag problems and if yes, how would you pinpoint it as the cause?

    Putting aside the UOAssist issue, is the UO Trace Utility client-neutral, i.e., it will provide the same information regardless of whether you are going to use the 2D client or the KR client? Are the same EA servers used for both clients?
     
  43. Devil_Woman

    Devil_Woman Guest

    Tina, all a trace utility does is send a small packet of information from your machine to the destination machine and wait to receive it back. It then lets you know what path the packet took to get to the destination, how long the trip took, and whether the packet made it back or got "lost" along the way. Any programs running on your machine have nothing to do with the trace. You can trace without even being logged into UO.
     
  44. Tina Small

    Tina Small Stratics Legend
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    I know what trace programs do. The UO Trace program shows the path taken from your machine to a specific UO shard server.

    When you use UO Assist, I believe the route from your machine to a specific UO shard server has to be different than when you don't use it because you are connecting first to Tugsoft's server and then on to EA's servers. I'm just wondering if it is somewhat of a waste of time to try to analyze the UO Trace results if you actually log on to UO "through" UO Assist.

    Also, because UO Trace was created before KR came along, I'm not sure it is going to provide useful data either if someone actually logs into UO using the KR client and their connection to EA (before they connect to a specific shard server) goes to a different log-in server and/or other servers than would be used by someone logging into UO using the 2D client.

    I don't know if you connect differently when you use the KR client though. Perhaps all the connections are the same and therefore UO Trace still provides useful data for KR users. I do wonder, though, about the path taken when you are using UO Assist.
     
  45. FrejaSP

    FrejaSP Queen of The Outlaws
    Professional Stratics Veteran Stratics Legend Campaign Patron The DarkOutlaws, TDO

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    Mine is a little better today too, look like the hop before fefore the first EA server do have it better.
    I still can't poll it but I can ping it and it's much better. Guess it do not like to be polled.

    Code:
    Host Name                              IP Address        Hop    Ping Time   Ping Avg   % Loss    Pkts r/s   Ping best/worst
    * Unknown Host *                       192.168.1.1       1      0ms         0ms        0%        58 / 58    0ms / 1ms
    lo1.taanxx3.ip.tele.dk                 80.166.138.245    2      13ms        22ms       0%        58 / 58    13ms / 252ms
    * Unknown Host *                       83.88.2.210       3      13ms        14ms       0%        58 / 58    13ms / 34ms
    ge-0-0-0.1000M.glnqu1.ip.tele.dk       83.88.31.61       4      14ms        16ms       0%        58 / 58    14ms / 62ms
    ge-2-2-0-1000M.boanxu4.ip.tele.dk      83.88.31.57       5      15ms        15ms       0%        58 / 58    14ms / 35ms
    te0-0-4-0-10G.boanqh1.ip.tele.dk       83.88.24.82       6      14ms        16ms       0%        58 / 58    14ms / 26ms
    pos7-0-0-10G.nyk2nxg2.ip.tele.dk       83.88.26.106      7      110ms       110ms      0%        58 / 58    110ms / 119ms
    sl-gw37-nyc-14-0-0.sprintlink.net      160.81.182.197    8      110ms       111ms      0%        58 / 58    110ms / 115ms
    sl-crs2-nyc-0-13-3-0.sprintlink.net    144.232.13.67     9      111ms       111ms      0%        58 / 58    110ms / 116ms
    * Unknown Host *                       144.232.18.208    10     114ms       114ms      0%        58 / 58    113ms / 135ms
    sl-crs2-rly-0-4-3-0.sprintlink.net     144.232.20.111    11     116ms       116ms      0%        58 / 58    116ms / 120ms
    sl-bb21-dc-12-0-0.sprintlink.net       144.232.9.212     12     117ms       115ms      0%        58 / 58    115ms / 118ms
    sl-st20-ash-11-0.sprintlink.net        144.232.20.150    13     124ms       124ms      0%        58 / 58    123ms / 154ms
    * Unknown Host *                       144.223.246.6     14     146ms                  100%      0 / 57
    fert08-eqx-iad.ea.com                  159.153.224.234   15     146ms       152ms      1%        56 / 57    119ms / 294ms
    * Unknown Host *                       159.153.233.47    16     145ms       143ms      1%        56 / 57    117ms / 177ms
    
     
  46. Llewen

    Llewen Grand Inquisitor
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    Ok, this is just too precious not to post. I sent in a technical support request to EA, as I posted above. After getting the nonsense that the problem is probably my firewall, which it absolutely isn't, I tell them that, send in the same trace route that I sent in above, and this is the response I get.

    Nevermind the fact that I had already sent them a trace route that clearly showed there was a problem, and where the problem was. Being a good little client I, however, did as I was asked, and sent in the following trace route from UOTrace:

    Code:
    Host Name                                                IP Address          Hop    Ping Time   Ping Avg   % Loss    Pkts r/s     Ping best/worst
    * Unknown Host *                                         10.114.224.1        2      5ms                    100%      0 / 11
    vl-201.gw03.nbmn.phub.net.cable.rogers.com               66.185.91.201       3      6ms         5ms        0%        11 / 11      5ms / 7ms
    gw01.wlfdle.phub.net.cable.rogers.com                    66.185.82.113       4      5ms                    100%      0 / 10
    so-5-1-1.gw02.bloor.phub.net.cable.rogers.com            66.185.83.230       5      31ms                   100%      0 / 10
    so-1-0-0.igw01.chcrmk.phub.net.cable.rogers.com          66.185.81.190       6      42ms                   100%      0 / 10
    so-4-3-0.mpr1.ord7.us.above.net                          64.124.11.21        7      58ms        63ms       0%        10 / 10      56ms / 98ms
    0.so-1-0-0.BR2.CHI13.ALTER.NET                           204.255.169.209     8      83ms        82ms       0%        10 / 10      81ms / 83ms
    0.so-0-0-0.XL2.CHI13.ALTER.NET                           152.63.73.30        9      83ms        83ms       0%        10 / 10      83ms / 83ms
    0.so-5-2-0.XL4.IAD8.ALTER.NET                            152.63.36.209       10     86ms        86ms       0%        10 / 10      86ms / 88ms
    GigE7-0-0.GW8.IAD8.ALTER.NET                             152.63.33.17        11     86ms        86ms       0%        10 / 10      86ms / 91ms
    ea-gw.customer.alter.net                                 157.130.82.94       12     88ms                   100%      0 / 10
    fert08-eqx-iad.ea.com                                    159.153.224.238     13     131ms       141ms      0%        10 / 10      131ms / 155ms
    * Unknown Host *                                         159.153.233.35      14     130ms       140ms      0%        10 / 10      126ms / 156ms
    Now if you know anything at all about trace routes, and pinging internet routers (not sure if this is the right technical term, but I think this is essentially what the hardware amounts to), you know that internet routers can be configured to not respond to ping requests. The trace route above is a fine example of that, there are a number of routers that did respond to the initial trace route, but will not respond to the polling ping requests. I know this, and I'm not a professional in the field.

    This trace route shows that the problem isn't as bad as it was in the first trace route, but it is still there. I explain that the problem is intermittent in nature, but generally starts early in the evening, EST, and gets worse as the evening progresses. I have already told them this needs to be escalated to a senior technician, or a systems engineer. I didn't notice at the time that my technical support representative had already changed once, so I am guessing that maybe my request had already been escalated one level.

    This is the response I get back:

    Now if you know anything, you know this has nothing to do with my router. Furthermore, if you know anything, you know what I have already written above, that internet routers can be configured to not respond to ping requests, as is clearly evident in the trace route that I submitted.

    Which all leads you to ask the question, who exactly are they hiring as technical support people, and have they had any training at all? My guess is the answer is, 1. anyone they can find to work for minimum wage or less, and 2. they've been trained how to cut and paste answers that have already been prepared for them, some at least of which appear to have been prepared five to ten years ago.

    In other words, they aren't even qualified to know when a technical support request needs to be escalated to the next level. They don't even know that much...

    Anyway, I am thoroughly pissed at this point, and if I don't get a satisfactory response to my reply to that last message, I will be cancelling my accounts. I've had it with a company that cares so much more about the bottom line than they care about their clients as to pay slave wages to completely unqualified people for their customer support. I'm only guessing about the slave wages bit, but I would be extremely surprised if they were paying anything remotely resembling a reasonable wage by Western standards to anyone who is working at the lower levels of their customer support system.

    Their customer support goes far beyond being simply incompetent, it's ignorant to the point of being an outright insult to the clients they are supposed to be servicing. The sad thing is that most of the people that go to them expecting help, probably don't know enough to realize exactly how awful the supposed help they are getting is.
     
  47. Thangorodrim

    Thangorodrim Guest

    No, it does not work this way.

    Your UO assist client connects to Tug to authenticate and that is all. UO assist does its data stream modifications on your client and does not alter the route to the shard in anyway. Presumably it could increase the apparent lag if the client is taxed (seems unlikely).

    There is a 'gateway' or virtual ip for each shard. All that matters is your route to that ip.

    EDIT: That last is not really accurate as each subserver has its own ip.
     
  48. Thangorodrim

    Thangorodrim Guest

    Llewen, while I am not contesting your perceptions of poor performance, something needs to be pointed out....

    Traceroute (and all tools that utilize the same gimmick) is solely for the purpose of network cartography. It is NOT a performance analysis tool.

    It can measure a snapshot of the latency for ICMP traffic between the source address and each layer 3 device in the route and that is all.

    It should be additionally noted that the icmp round trip time of a device in the path is not always representative of the round trip time of packets that are part of a built TCP circuit hopping over that device.

    A single, dumbed-down example is a router tuned for small payload TCP packets that deprioritizes ICMP and UDP traffic. This would cause your traceroute to show greater latency than the TCP circuit you play over actually experiences.

    The actual round trip time calculated by the network stacks of the two socket endpoints can be extracted from the TCP headers.

    Now having said all that.... I have performed a few packet captures during peak and non-peak hours between lake superior and both a Speakeasy T1 and a Cogent 100 Mbps.

    Skipping a lot of technical mumbo-jumbo..... there is packet loss during peak hours. Since, for reasons at which I can only speculate, they use TCP for the games traffic every lost packet will degrade performance.

    What this boils down to is a capacity problem on the edge device of the owo LANs, in my opinion.

    It is worth noting that the circuits are beautifully clean during off peak from my two endpoints to LS.

    Your problems could be exacerbated by other network baubles in your path.

    Although unlikely to help much, for reasons too obscure to explain your traffic prioritization *might* be improved if you ensure your OS is implementing proper TCP settings. Use this non-technical guide and assessment tool to verify such: http://www.psc.edu/networking/projects/tcptune/
     
  49. Llewen

    Llewen Grand Inquisitor
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    Ya, actually that is one thing I neglected to do after I reinstalled Win XP earlier in the year. I'll have to do that. I think it is DSL Reports that has pretty good information on tweaking your connection. The page you linked me to details a couple of the tweaks they recommend, but there might be one or two more that might help as well. Thanks for reminding me of that.

    Having said that, I am well aware that ping time doesn't tell the whole story when it comes to the quality of your connection. Latency is part of the story, throughput is another part, and the quality in terms of dropped packets is another part.

    Back when I used to play six years ago and more, I could easily ping 200 to the server, but still have an excellent connection, because throughput was good and there were no dropped packets. However, in this situation I am experience bad throughput and on occasion, some packet loss. It all makes for extremely discouraging pvp... ;)

    But what truly astonishes me is the ignorance of EA's technical support. Their line seems to be that no one should be playing behind a hardware firewall (a router), which is just patently ridiculous. In fact everyone absolutely should be connecting to the internet from behind a hardware firewall, for security reasons, regardless of what you are planning to do, be it gaming, or simply browsing the net. Even if you only have one computer in the house, you would be well advised to go out and purchase a router.

    For a technical support person to be telling clients that they shouldn't be connecting to a game from behind a hardware firewall, is beyond mere stupidity, it is dangerous and irresponsible. A properly configured router should have no effect whatsoever on online gaming, and most routers come properly configured for online gaming out of the box, and if they aren't, EA's technical support should have the information at hand to help assist it's clients with configuring their router, not tell them to get rid of it. It really is unbelievable.
     
  50. Llewen

    Llewen Grand Inquisitor
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    It is SpeedGuide.net. Highly recommended.