Company Forums » Companies beginning with H » Hawaiian Telcom > major packet loss and lag when gaming

major packet loss and lag when gaming

Greetings. I work for Hawaiian Telcom and would like to assist with your problem. If you are interested, please send me an email at harvey.plummer@hawaiiantel.com . I will need the telephone number associated with your high speed internet service.

Harvey Plummer
808 546 1275

Hi, harvey, I emailed you.

tom

There was a problem with Hawaiian Telcom's Sprintlink circuit to the mainland this morning. They resolved the issue around 10:48am today.

Hopefully your latency issue can be rectified in a timely manner.

I'm having the exact same problem as you are. Playing wow results in huge lag and it basically has made the game unplayable. I got my test results from the line quality test on this site.

»/linequality/nil/2369111 that's the addy of my results =(

i'll give them a call and hopefully they can fix this soon.

Yes call them for sure. As a matter of fact try emailing scott weeks at the addy below. it cant hurt to have somebody else let them know whats going on. You have to get through to a higher level tech so if you can get them to open a trouble ticket that would be good

Scott.Weeks@hawaiiantel.com
Also try Jim Leclair at 546 7720. Refer them to this thread too.

he was doing tests for me and looking at my test results too. it looks like the same problem. same here games become basically unplayable.

Im hoping to hear back this week. i will let you know if anybody contacts me.

aloha Tom

I am doing beta testing for HawTel currently. I have a 7Mbps
DSL circuit going on ATM. Last Saturday I did some speed tests.Below is results :

03/29/08
98/709
0
0
80/613
47/659
4905/680
1306/698
6120/716
6040/708

About that same time I noticed a latency spike on the
AT&T circuit to the mainland. I've let my contacts know about this. But they didn't notice anything unusual that day.

Well today I got the call that they are closing my ticket. They say its not on their end. I am bummed. My connection is still the same, major latency, super high ping times. I am ready to get rid of dsl.

here is their reply:

Aloha Tom,

Thank you for taking the time to speak to me this afternoon. As I mentioned over the phone, our team has done extensive testing to your connection, throughout our network and to our upstream carriers. We apologize for the delay in responding to your request as we continued to test & compile our results. Throughout the testing, the results have remained consistent and we have determined that the latency is not a result of the HT network. Additionally, our carriers have analyzed your trace route information and have cleared their network.

I would hold off on dropping HT just yet. They are going to be dropping on of their upstream providers in May. Who has providing been inconsistent service over the years.

I don't think Oceanic/Road Runner is much better. I think you'd be very disappointed. Their backhaul provider for
Hawaii is Level3 Communications. I would encourage you to read the plethora of problems in the RR forums.

ya i quess you are right. I hear cable sucks too. Its just very frustrating dealing with this. I cant even watch streaming vid right now, forget about gaming.

thanks konaguy

reply to Croaker5
they actually fixed my problem. Said something about changing my port number in their central office? no idea what they did, but im back to streaming vids fine and playing wow -_-

dam your lucky,

I spent over 3 weeks talking with them, doing traces and tests and now they say they cant do anything and my connection is still not the same. its a bummer

I talked to my gameserver host and this is their response. Anybody know what that means? Copied below:

Brendan Kiel
Posted 04/02/08 9:29pm

Rate My Reply: [Thumbs up] [Thumbs down]
It seems as if there's an issue betweeen Sprintlink's connection in Alaska

»www.world-airport-codes.com/unit···970.html

And Anaheim

»www.world-airport-codes.com/unit···910.html

Which is what is causing your issue. You may want to contact them with this information so they can correct this.

Sincerely,

Brendan Kiel
"Dr. Worm[GS]"
»www.gameservers.com

~Frag Not Lag~

pretty sure it means hawaiiantel is to blame xD

try calling in again and see what they do. dont tell them you had this issue before just open a new ticket :P

Actually I've run into this problem before when I had Road Runner. The standard line that they told me is it is out of their network. So they have no control over it.

Hence why I gave Tom the contacts for SprintLink. But it may be all for naught because HT is going to be dropping SprintLink in May.

Scott Weeks emailed me today and is still willing to help. I am trying to get him and the gameserver tech in a joint email so they cant straighten it all out. My game server said this tonight:

Apparently Your ISP's routers see that as the best roure from HI. I don't know if there are any other lines that go to the mainland that they could set you up on.

If you look at that tracert you submitted:

4 43 ms 47 ms 43 ms sl-bb20-prl-0-0.sprintlink.net [144.232.30.21]
5 105 ms 105 ms 107 ms sl-bb23-ana-10-1.sprintlink.net [144.232.8.206

the first IP there is in Alaska. The ping jumps shortly between there and Anaheim. You'll need to contact your ISP to correct this. There's nothing I can do since it is out of our network.

If you have any further questions or need anything else, let me know.

Cheers!

Sincerely,

Brendan Kiel
"Dr. Worm[GS]"
»www.gameservers.com

For the record, you may want to clarify with the Admin that PRL- is Pearl City on Oahu and Ana- Anaheim in California. The latency looks decent between those two points.

I took a look a your traceroute that you originally posted to www.hawaiiantel.com. I found it a bit strange.

Take a look at hop 3 & 4. Those hops are within HawTel's network. Please post some more Ping Plotters so I can compare them with my connection.

Below is my traceroute to hawaiiantel.com

Address: www.hawaiiantel.com
Number of Packets: 1
Packet size: 64
Trace Hop 1 through 20
Timeout: 5
Resolve Addresses: Yes
Don't Fragment: No

#1 Unavailable (72.253.96.1): TTL Exceeded, ttl=64, 31 ms
#2 No response (): , ttl=, ms
#3 sl-gw2-prl-2-1.sprintlink.net (144.223.63.177): TTL Exceeded, ttl=253, 32 ms
#4 sl-bb21-prl-0-0.sprintlink.net (144.232.30.25): TTL Exceeded, ttl=252, 31 ms
#5 sl-bb22-stk-5-3.sprintlink.net (144.232.8.34): TTL Exceeded, ttl=251, 94 ms
#6 sl-crs2-stk-0-4-0-0.sprintlink.net (144.232.4.214): TTL Exceeded, ttl=250, 94 ms
#7 sl-bb21-che-2-0.sprintlink.net (144.232.20.140): TTL Exceeded, ttl=249, 109 ms
#8 sl-bb20-che-15-0.sprintlink.net (144.232.15.141): TTL Exceeded, ttl=248, 110 ms
#9 sl-bb24-chi-3-0.sprintlink.net (144.232.20.160): TTL Exceeded, ttl=248, 141 ms
#10 sl-bb21-spr-11-0-0.sprintlink.net (144.232.18.59): TTL Exceeded, ttl=246, 157 ms
#11 sl-gw4-spr-1-0.sprintlink.net (144.232.21.20): TTL Exceeded, ttl=245, 156 ms
#12 sl-hp1-5-0.sprintlink.net (144.223.81.98): TTL Exceeded, ttl=245, 172 ms
#13 No response (): , ttl=, ms
#14 Unavailable (15.173.193.151): TTL Exceeded, ttl=242, 203 ms
#15 Unavailable (15.173.193.151): Echo Reply, ttl=113, 156 ms

Statistics: Out 15, in 13, loss 13%, times (min/avg/max) 31/114/203 ms