Connection issues 1/20/2018

  • Downdetector seems to show a lot of other people currently having this problem as well. Normally I and my wife have no issues with connectivity or the game. Runs smooth. Tonight there are issues. battlenet website is laggy as well. Other parts of Internet work fine.

    Looks like significant packet loss in the Blizzard sphere.

    |------------------------------------------------------------------------------------------|
    | WinMTR statistics |
    | Host - % | Sent | Recv | Best | Avrg | Wrst | Last |
    |------------------------------------------------|------|------|------|------|------|------|
    | router.asus.com - 0 | 119 | 119 | 1 | 2 | 3 | 2 |
    |lo0-100.PHLAPA-VFTTP-340.verizon-gni.net - 0 | 119 | 119 | 2 | 7 | 42 | 2 |
    | B3340.PHLAPA-LCR-22.verizon-gni.net - 0 | 119 | 119 | 3 | 9 | 15 | 15 |
    | No response from host - 100 | 23 | 0 | 0 | 0 | 0 | 0 |
    | No response from host - 100 | 23 | 0 | 0 | 0 | 0 | 0 |
    | 0.et-7-3-0.BR1.IAD8.ALTER.NET - 0 | 119 | 119 | 7 | 12 | 49 | 14 |
    | No response from host - 100 | 23 | 0 | 0 | 0 | 0 | 0 |
    | No response from host - 100 | 23 | 0 | 0 | 0 | 0 | 0 |
    | BLIZZARD-EN.ear3.Washington1.Level3.net - 33 | 52 | 35 | 118 | 123 | 150 | 124 |
    | ae1-br01-eqdc2.blizzardonline.net - 46 | 42 | 23 | 121 | 123 | 127 | 124 |
    |xe-0-0-36-1-br01-eqat2.blizzardonline.net - 50 | 40 | 20 | 0 | 135 | 140 | 134 |
    | No response from host - 100 | 23 | 0 | 0 | 0 | 0 | 0 |
    | No response from host - 100 | 23 | 0 | 0 | 0 | 0 | 0 |
    | No response from host - 100 | 23 | 0 | 0 | 0 | 0 | 0 |
    | No response from host - 100 | 23 | 0 | 0 | 0 | 0 | 0 |
    | be1-pe01-eqla1.blizzardonline.net - 59 | 36 | 15 | 179 | 180 | 185 | 181 |
    | No response from host - 100 | 23 | 0 | 0 | 0 | 0 | 0 |
    | 24.105.30.129 - 33 | 52 | 35 | 0 | 181 | 186 | 182 |
    |________________________________________________|______|______|______|______|______|______|
    WinMTR v0.92 GPL V2 by Appnor MSP - Fully Managed Hosting & Cloud Provider
  • MissCheetah is right on the money on this one. We're currently seeing a large number of reports from users on Verizon FIOS/Cablevision. There are people on our end looking to see if there's anything we can do right now, but to set proper expectations it seems like it may be on the path between your ISP and our ISP. That means working with third parties and we may not be able to do anything directly.

    We appreciate all the reports and your patience so far.
  • Hey again everybody,

    Just wanted to reach back out and inform you all of our findings on this issue, and give you a roadmap of what to do from here. Please keep in mind that this only applies for players who suddenly started having problems at around 2 PM PST on 1/20/2018. If your problems started much before then, you're probably experiencing some other situation and should start your own thread.

    All right, Drakuloth, what's happening here?

      We've found that the source of these problems seems to be a backbone provider between your individual internet service provider and our servers. None of the looking glass traces we've received for these showed issues between our peers and the Level 3 backbone. The winMTRs and traceroutes we received, however, show that there is a problem after your ISP hands data off to this backbone provider.

      What this means is that the source of this problem isn't really your ISP or us, most likely. There are quite a few routers in between your ISP and our servers having issues. In situations like this where the backbone is the culprit, it's really up to your ISP to submit a report to them and try to leverage their business deals with the backbone provider to get it fixed. It's quite possible that this is already happening because of how many people the issue is happening to, but you can always help them with their investigation.


    Okay, so what do I do about this?

      In this situation, there are a few things you can do. The first is reaching out to your own ISP to let them know the extent of the impact. You can send traceroute tests or pathping tests, or even winMTRs if they request them. As of this posting, for instance, Verizon is taking traceroutes from some of their customers on twitter. You may still be able to help your ISP's individual investigation by contacting them.

      In the mean time, you have some options to get temporary relief. If you have the ability to connect wirelessly and a mobile phone with 4g connection, you can set up a mobile tethering hotspot. Often, swapping to mobile 4g connection will route around the issue while the ISPs resolve the issue. Note that mobile connections can be unstable, especially if the weather is bad. You might consider the next option instead if you consider yourself tech savvy.

      You can also use a VPN client, which may route you around the connection problem. This may result in higher than normal latency, but tends to route around the problem if you find the right VPN. This can take a few tries, and some may have security issues. Make sure to do research on VPNs before trying to set this up. Because different people will need different VPNs to route around different problems, we can't tell you exactly which to use, but feel free to use eachother as a resource to find one that works for you.


    Why contact my ISP when Blizzard's games are being affected?

      Basically, your ISP has business deals with backbone providers to get your connection to specific places. They'll do things like use eachother's routers and internet cables, paying eachother to help their customers access different parts of the internet faster. In this case, the one that your ISP uses to get your traffic to our specific services is having issues. Since we are not an ISP ourselves, we don't have the same kind of relationships to request a provider to fix a network issue like this. This is the reason we send you to the ISP. In some situations there are ISP issues that are extremely close to our servers which we can use our connections or swap our local peers to help with. This one, sadly, is not one of them.


    Do I get any kind of compensation for this?

      This is one we hear somewhat regularly when something like this happens. While we absolutely are sorry you're having problems hopping in game and enjoying your free time, the issue isn't directly on our end, so we don't compensate. Your best bet is to work with your ISP to see if they can help you resolve the issue.


    I really hope this has at least been a useful post on what's going on here and why we're treating it the way we are. If I hear anything else about this while I'm in office I'll absolutely let you all know. For now, good luck!
  • Hey all,

    Looking over everything that's been posted the last few days and our internal metrics on this issue, it seems that the issue with users connecting through the level 3 backbone has been resolved.

    The tests we've seen in this thread recently seem to mostly be related to local area network connections, or inconclusive. If you're still having issues, let's have you create your own thread so the problem can be looked into.