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Massive Packet Loss - Huge Lag Spikes

STAR WARS: The Old Republic > English > General Discussion
Massive Packet Loss - Huge Lag Spikes

Icykill_'s Avatar


Icykill_
09.07.2015 , 05:44 PM | #1
For over a week now and also at least 2-3 times a month there is a huge amount of Lag spikes and ability lag happening for a lot of people playing on the West Coast...
Originally I though this was the server, so obviously I was pretty annoyed at Bioware...
Turns out it isn't their servers at all, but the routers coming from their ISP or I should say the routers connected to the Internet backbone... Level3.com is part of the main backbone for the Internet, ISPs connect directly to it... Currently (at least a week now) there is 85-100% packet loss happening at 2 of their routers just before it reaches Bioware -
Ae-3-80.ear2.sanjose1.level3.net
According to a Blog by a level3.com employee called Mark Taylor, these sort of issues are cause by ISPs not upgrading their hardware that connects directly to Level3.com and it causes major bottlenecks (http://blog.level3.com/open-internet...rnet-middleman) ... If this is true then the ISP that Bioware is using needs to be contacted and they need to fix either the hardware or reroute the path to the servers through a working router...
I've tried contacting Bioware support... I've given them all relevant technical information and I just get the same generic email response asking me to check my graphics card settings if I am having FPS issues or trouble installing... OMG Bio, do you even have any real customer service people working there??
The game is unplayable in PVP, which is all I do... I love the game, have subbed since launch, but it is now not playable... I know this isn't directly Bios fault... But their inaction to contact their ISP and demand they fix this issue now makes this a Bio issue... The poor customer service response tells me that they probably didn't even read it or pass on the information to the relevant people in Bioware...
If anyone else is having ability lag or lag spikes, try contacting Bioware... If anyone is in the US, I suggest calling them direct with this information I have provided... I would do it myself, but I am in Australia and it is expensive to call...

Edit: I should add that my ping isn't changing much unless it hits 100% packet loss... It's the packet loss causing the issues... If you are having ping issues, then it is probably a different issue

Edit again: my assumption that Bio connect to level3 through an ISP was wrong... It seems EA are connected directly to level3 and not through an ISP... Which begs the question... Whose hardware is having the issue... It looks like level3, but EAs own hardware maybe causing this issue on the level3 equipment... This means it is back in EA/Bios court to find the fault and fix it... My assumption that it wasn't entirely their responsibility was wrong...
Bio please get your people to work directly with the level3 guys to discover where the issue is and fix it...

Please people, post if you have an issue and to others please keep this thread alive... Also go to the vote box at the bottom and give it five stars... That will make it stand out more

.
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CKNORTH's Avatar


CKNORTH
09.07.2015 , 05:50 PM | #2
I notice it a heck of a lot.. Would be amazing if they actually fixed this issue!!
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Faardor's Avatar


Faardor
09.07.2015 , 05:52 PM | #3
Quote:
I am in Australia
found your problem right here

Anyway uh more serious note

Quote:
these sort of issues are cause by ISPs not upgrading their hardware that connects directly to Level3.com and it causes major bottlenecks (http://blog.level3.com/open-internet...rnet-middleman) ... If this is true then the ISP that Bioware is using needs to be contacted and they need to fix either the hardware or reroute the path to the servers through a working router...
the way I read it, means that it shouldnt be bioware contacting their ISP but that people need to contact their own ISP about this connection.

Also this

http://www.swtor.com/community/showt...17#edit8421817

Icykill_'s Avatar


Icykill_
09.07.2015 , 06:05 PM | #4
Quote: Originally Posted by CKNORTH View Post
I notice it a heck of a lot.. Would be amazing if they actually fixed this issue!!
I believe in the past Bio have contacted their ISP and the ISP has rerouted it... My issue is I can't get through to anyone relevant at Bio so they know they actually have a problem at the ISP... The customer service "gate keepers" don't seem to even be reading the messages to them..
Lots of my guild has stopped playing... We only play PVP and it isn't playable... So I haven't seen most of them in over 2 weeks (I've been logging on to lvl in pve which I hate as I'm up to 22nd character and have done it too many times)... We usually have 10-20 guildies on at a time. At the moment it is 1-2 us... If this continues I don't think they will come back... I can only imagine how many others this is effecting and they are just leaving the game without saying anything... Just about any PVP match I go into people are complaining
The worst thing for Bio is that people think it's the server... So they don't expect a fix... Bio are getting an even worse rep than their servers deserve... So the people leaving may never return... This sort of performance issue is more damaging to the game than any other problem and is likely to cause more and more people to quit and never bother to return
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Icykill_'s Avatar


Icykill_
09.07.2015 , 06:13 PM | #5
Quote: Originally Posted by Faardor View Post
found your problem right here

Anyway uh more serious note



the way I read it, means that it shouldnt be bioware contacting their ISP but that people need to contact their own ISP about this connection.

Also this

http://www.swtor.com/community/showt...17#edit8421817
I would agree if it was my ISP routing, but it's definitely not my ISP in Australia as the connection on my end is perfect as it passes through a few level3.com routers till it reaches the Bio ISP... I have the technical experience to know to find out this information and I have investigated further than what I have posted... So when it is the 2 "hops" just 2 before entering the Bio servers, it is their ISP with the issue... Let's say Bio were trying to contact a website at my end, they would have this issue at those routers and it would be more likely to draw attention...

Edit : I am in Australia, not Europe (which is what your link is about) and even level3 say our connection is great on their end... They do have lists of problems with 5 ISPs in Amercia and often have problems with the L.A. backbone due to a few of these ISPs
Level3 also acknowledge they have an ongoing issue with Eurpean ISP that causes major problems. This is probably what that link refers to... The link also shows that Bio contacted their ISP and they got it rerouted... This is all I am trying to get them to do
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CKNORTH's Avatar


CKNORTH
09.07.2015 , 06:17 PM | #6
Quote: Originally Posted by Icykill_ View Post
I believe in the past Bio have contacted their ISP and the ISP has rerouted it... My issue is I can't get through to anyone relevant at Bio so they know they actually have a problem at the ISP... The customer service "gate keepers" don't seem to even be reading the messages to them..
Lots of my guild has stopped playing... We only play PVP and it isn't playable... So I haven't seen most of them in over 2 weeks (I've been logging on to lvl in pve which I hate as I'm up to 22nd character and have done it too many times)... We usually have 10-20 guildies on at a time. At the moment it is 1-2 us... If this continues I don't think they will come back... I can only imagine how many others this is effecting and they are just leaving the game without saying anything... Just about any PVP match I go into people are complaining
The worst thing for Bio is that people think it's the server... So they don't expect a fix... Bio are getting an even worse rep than their servers deserve... So the people leaving may never return... This sort of performance issue is more damaging to the game than any other problem and is likely to cause more and more people to quit and never bother to return
I know how you feel, I have had issues since launch, same stuff and then some. I will be here for a while.. But however it pans out. I have other games to play if things don't work out.. I do both PvP and PvE but mostly PvE lately just because it's nearly crunch time to get the characters I want ready for the expansion. But any new characters I make will be back in PvP mode. Hopefully they realize the issues and address them! But I won't hold my breath for too long..
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Icykill_'s Avatar


Icykill_
09.07.2015 , 06:22 PM | #7
Quote: Originally Posted by CKNORTH View Post
I know how you feel, I have had issues since launch, same stuff and then some. I will be here for a while.. But however it pans out. I have other games to play if things don't work out.. I do both PvP and PvE but mostly PvE lately just because it's nearly crunch time to get the characters I want ready for the expansion. But any new characters I make will be back in PvP mode. Hopefully they realize the issues and address them! But I won't hold my breath for too long..
I've been playing with these sort of issues since they moved our servers to the U.S.... I expect a little lag and packet loss... That isn't game breaking... The issue is when it goes over 10% packet loss ranked PVP is impossible... When it goes over 85% any PVP is basically impossible... Imagine being at 95% or 99/100%... I even had trouble doing pve yesterday because I would have to spam abilities just to make them go off...
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CKNORTH's Avatar


CKNORTH
09.07.2015 , 06:30 PM | #8
Quote: Originally Posted by Icykill_ View Post
I've been playing with these sort of issues since they moved our servers to the U.S.... I expect a little lag and packet loss... That isn't game breaking... The issue is when it goes over 10% packet loss ranked PVP is impossible... When it goes over 85% any PVP is basically impossible... Imagine being at 95% or 99/100%... I even had trouble doing pve yesterday because I would have to spam abilities just to make them go off...
Heh well dunno if this will make you feel better, try using the GTN and can't post for five minutes only to relog twice to be able to post again at 45MS, I don't know what's up but I live just north of California in southern BC Canada.. And get stuck a lot running in my strong hold....
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RavenscarX's Avatar


RavenscarX
09.07.2015 , 06:34 PM | #9
It isn't just the West Coast. I'm on the East Coast and it happens on Shadowlands too...
10k (and higher) ms....right as you go to attack,there's a freeze,then suddenly every attack you've clicked (if you're not aware it's happening as happens in the heat of a battle) goes off at once....sometimes you'll see nothing at all happen and the second it unfreezes,you're dead like the enemies can still attack you while you see nothing happening. Under ANY other circumstances I would have attributed it to my being on a laptop....but I am not the only one with these issues....I know people with FAR better PC's that have these issues as well...

WORST part is there was a thread in the help section where BW ASKED us to list what characters/planets/etc it happened to us on and which servers....Then they just stopped paying ANY attention to it as the replies came in...
And it still happens to me and others...Not a single thing has been done and nothing has even been stated....Honestly thinking they don't give a damn with the 16 tons of feedback they've gotten and yet done nothing with....
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CKNORTH's Avatar


CKNORTH
09.07.2015 , 06:39 PM | #10
Quote: Originally Posted by RavenscarX View Post
It isn't just the West Coast. I'm on the East Coast and it happens on Shadowlands too...
10k (and higher) ms....right as you go to attack,there's a freeze,then suddenly every attack you've clicked (if you're not aware it's happening as happens in the heat of a battle) goes off at once....sometimes you'll see nothing at all happen and the second it unfreezes,you're dead like the enemies can still attack you while you see nothing happening. Under ANY other circumstances I would have attributed it to my being on a laptop....but I am not the only one with these issues....I know people with FAR better PC's that have these issues as well...
I have had this issue as well... Few times on tatooine, aldeaan etc...
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