DownLow
Nope...I Got Nothing
Premium
join:2001-04-25
Long Island
| reply to digi
Re: Lag, Disconnecting in World of Warcraft
Heh...
"There are currently around 150 people in this call center that all play and are being affected as well."
I assume they are all playing during work hours..might explain the wonderful Cablevision customer service!!!
--
Cleverly Disguised As A Responsible Adult! |
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NiZZ
@optonline.net | reply to ansky08
So what do we have to do, to get someone to contact Crapogent?! |
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audious
join:2008-06-03
| reply to ansky08
At least now (after weeks of getting nowhere with tech support) there's some sort of acknowledgment on OOL's end.
Thankfully, we're past power cycling our modems, bypassing our routers and making sure our cables are all plugged in correctly.
I think we'd all like to see an official post, tracking the progress of this issue. |
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audious
join:2008-06-03
| reply to ansky08
Here is a transcript of a chat session:
> Your Optimum Online Tech Support Specialist has arrived.
Nedrick M: Good afternoon! Thank you for contacting Cablevision's Technical Support rated #1 by J.D. Power and Associates. My name is Nedrick, and I will be happy to assist you today. How are you today William? I understand you need assistance with your connection and service. Is this correct?
Vossner: Yes.
Vossner: And I'm doing fine, thanks. 
Vossner: How about yourself?
Nedrick M: I understand this issue and sincerely apologize for any inconvenience at all. I will be more then happy to assist you. Pretty much alive and well thank you.
Vossner: Sounds good.
Vossner: TGIF hah.
Nedrick M: Allow me a minute to see what the current update is on the WoW issue.
Vossner: I figured that you would know what I'm talking about.
Nedrick M: The issue is still ongoing from the last update I see posted.
Vossner: Alright.
Vossner: I was curious, and you don't need to answer this if it's personal for your comfort, if you were working for OOL approximately two years ago when a similar situation happened?
Vossner: too personal*
Nedrick M: Sorry about the delay in answering.
Vossner: No problem at all. I waited 8 hours to leave work today so I'm in no rush haha.
Nedrick M: I have been with Cablevision for 3 years now.
Nedrick M: But they did have a similar issue I believe last year almost around the same time I believe.
Vossner: Ah. Something similar happened about two years ago like I said. OOL / Cablevision simply routed us around the issue and it cleared right up. I assume this time it's not so simply?
Vossner: Maybe it was only just last year and my memory is off.
Vossner: it's not simple.
Vossner: **
Vossner: Brain is fried.
Nedrick M: I see, unfortunately the word from the top is that we are waiting until the issue is resolve of the networking and we are being directed to direct you to contact the technical support of wow.
Nedrick M: From the report it is network wide.
Vossner: Alright. Sounds reasonable, although I can honestly say it's not an issue of Blizzard's hardware. I've been online several times in the past few days with friends who belong to Comcast and when I and the other players in my house are lagging out, my friends are doing just dandy.
Vossner: Is there any chance that someone is looking into contacting CogentCo about their lackluster servers?
Vossner: I realize OOL isn't a CogentCo customer but then again, neither am I lol.
Nedrick M: I know what you are saying and we both know what causes network lags but as you know once the ball is dropped from the top we little guys cannot really state much.
Vossner: Aye I understand that.
Vossner: So other than running dead-ends into Blizzard's forums, is there anything else I can do to remedy the situation?
Vossner: Or is it just a waiting game until some technician figures out how to either get us around the congested node or clear up the congestion?
Nedrick M: If there was a way to route you connection then that would be the way to go as it all depends on how your connection is routed and what servers you take to get to the server that you utilize.
Vossner: Right.
Vossner: There's conflicting reports of what other customers are being told.
Vossner: Some are saying that both Blizzard and OOL are telling us to talk to the other.
Vossner: And then some people are saying that OOL is working on resolving the situation.
Vossner: Any chance you or a supervisor might be able to definitively answer that?
Nedrick M: Right now it is basically a waiting game, but once it is resolve you will know.
Nedrick M: The supervisor will more than likely state it in a more standard script that the issue is not on our end.
Vossner: Aye, we both know where the issue lies.
Vossner: I guess what I'm looking for is.
Vossner: Who is going to fix it?
Vossner: And what catalyst is going to be needed to get that person to fix it
Vossner: ?*
Nedrick M: At this point in time William, the verdict from the man upstairs is since the issue is not on our end or better yet our networkfrom the reports we cannot state when the issue will be resolved. We are only being directed that customers should reach out to Blizzard.
Nedrick M: As you know I cannot point fingers from where I sit.
Vossner: Aye I understand that.
Vossner: So is that more or less a nice way of putting "Neither OOL or Blizzard is fixing the situation so the customers are left to their own devices"?
Nedrick M: I can neither say nay or yea to that question.
Vossner: Is there a chance that a supervisor could answer it?
Nedrick M: If you would like to speak to a supervisor regarding this issue you may reach us via phone at 1866-575-8000.
Vossner: Alright, thanks kindly.
Nedrick M: You're welcome William. Is there anything else I can do to provide you with excellent service regarding Optimum Online or Optimum Voice?
Vossner: Nope, that was all, thanks.
Nedrick M: Thank you for using Optimum Online's Live Technical Support. There will be a survey at the end of this chat session to rate my performance. In the quest to achieve excellence in customer support, we have added answers to most common questions and some other useful information on our homepage www.optimum.net/support, under the customer support tab. Please be aware chat support is available from 8am to midnight seven days a week. Have a wonderful day!
=
What I gathered from this is neither Blizzard nor OOL is going to put pressure on CogentCo (which is quite easy to mistype as Congested, ironic) and we're basically going to sit here and lag our brains out." |
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rebecca191
join:2008-05-18
Fairfield, CT | Stupid. My DSL modem can't get here fast enough. Even if it's a bit slower then cable, if it doesn't lag to hell and randomly d/c me it will be good enough for me. |
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Vossner
@optonline.net
| reply to audious
I'm the Vossner (William) in the above post.
Essentially what I gathered from Nedrick was that neither Blizzard nor OOL, despite being the ones with the resources to do so, are going to be putting pressure on CogentCo to fix their situation.
So your guess is as good as mine. And, if you noticed, he couldn't answer which reports were correct.
I firmly believe that anyone who is told OOL is doing something is essentially being told "Yes we're doing something: we're sitting here telling you to go elsewhere for help." |
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audious
join:2008-06-03
| reply to ansky08
I did. After speaking to a tech at Cogentco, I was told to forward the traceroute. I encourage everyone on these boards to the same.
1-877-875-4432
Ask to speak to tech support or Customer Service. They will most likely give you an email address, which is:
support@cogentco.com
Here was my email to them.
We are being told by our ISP that the lag/latency/disconnects we're experiencing is being cause on Cogentco. The tech that I spoke to at Cogent was not aware of any issues.
Any help would be greatly appreciated. I'm sure I speak for thousands of people on the eastern seaboard. :P
Here is the OOL tech support thread :
»Lag, Disconnecting in World of Warcraft
Here is the official wow forums tech support thread (one of many)
»forums.worldofwarcraft.com/threa···pageNo=1
Here is a trace route.
Tracing route to 206.17.111.29 over a maximum of 30 hops
1 1 ms 2 ms 1 ms 192.168.1.1
2 11 ms 11 ms 27 ms 10.240.160.161
3 10 ms 8 ms 17 ms opti33-162.nassau.cv.net [167.206.33.162]
4 10 ms 11 ms 9 ms opti33-141.nassau.cv.net [167.206.33.141]
5 12 ms 22 ms 12 ms rtr4-tg11-3.wan.hcvlny.cv.net [64.15.4.37]
6 * * * Request timed out.
7 * * * Request timed out.
8 13 ms 16 ms 12 ms vl3495.ccr04.jfk02.atlas.cogentco.com [154.54.6.45]
9 39 ms 19 ms 17 ms te3-3.ccr02.dca01.atlas.cogentco.com [154.54.5.246]
10 26 ms 24 ms 38 ms te7-3.mpd01.dca02.atlas.cogentco.com [154.54.6.26]
11 32 ms 19 ms 20 ms vl3496.mpd01.iad01.atlas.cogentco.com [154.54.5.46]
12 21 ms 19 ms 19 ms 192.205.35.105
13 51 ms 32 ms 34 ms tbr1.wswdc.ip.att.net [12.122.80.58]
14 30 ms 31 ms 33 ms cr2.wswdc.ip.att.net [12.122.16.5]
15 30 ms 29 ms 30 ms cr2.n54ny.ip.att.net [12.122.3.37]
16 43 ms 33 ms 33 ms cr1.cb1ma.ip.att.net [12.122.31.126]
17 39 ms 33 ms 34 ms tbr1.cb1ma.ip.att.net [12.122.20.130]
18 35 ms 30 ms 41 ms 12.127.5.93
19 32 ms 34 ms 34 ms 12-122-254-14.attens.net [12.122.254.14]
20 41 ms 33 ms 31 ms mdf001c7613r0004-gig-12-1.bos1.attens.net [12.130.0.174]
21 * * * Request timed out.
22 * * * Request timed out.
23 * * * Request timed out.
24 * * * Request timed out.
25 * * * Request timed out.
26 * * * Request timed out.
27 * * * Request timed out.
28 * * * Request timed out.
29 * * * Request timed out.
30 * * * Request timed out.
Trace complete. |
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audious
join:2008-06-03
1 edit | reply to Vossner
Posted twice. Apologies. |
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AdamB2K3
join:2004-03-12
Grand Prairie, TX
|
Tracing route to 63.241.255.119 over a maximum of 30 hops
1 1 ms 1 ms 1 ms ROUTER [192.168.1.1]
2 11 ms 7 ms 5 ms 10.240.160.177
3 8 ms 10 ms 6 ms dstswr2-vlan2.rh.lybrny.cv.net [167.206.33.34]
4 9 ms 10 ms 8 ms r4-ge9-2.mhe.hcvlny.cv.net [167.206.33.5]
5 12 ms 9 ms 11 ms rtr3-tg11-3.wan.hcvlny.cv.net [64.15.4.13]
6 * * * Request timed out.
7 * * * Request timed out.
8 10 ms 10 ms 9 ms vl3495.ccr04.jfk02.atlas.cogentco.com [154.54.6.45]
9 17 ms 16 ms 22 ms te2-2.ccr02.bos01.atlas.cogentco.com [154.54.5.242]
10 39 ms 41 ms 37 ms te9-4.ccr02.ord01.atlas.cogentco.com [154.54.7.169]
11 49 ms 49 ms 49 ms te9-4.ccr02.mci01.atlas.cogentco.com [154.54.6.214]
12 58 ms 57 ms 60 ms te2-2.ccr02.dfw01.atlas.cogentco.com [154.54.5.165]
13 61 ms 62 ms 61 ms te7-3.ccr02.dfw03.atlas.cogentco.com [154.54.6.62]
14 62 ms 59 ms 61 ms gi10-0-0.core01.dfw03.atlas.cogentco.com [154.54.25.1]
15 61 ms 64 ms 60 ms 192.205.32.253
16 60 ms 57 ms 58 ms tbr1.dlstx.ip.att.net [12.123.16.202]
17 61 ms 58 ms 62 ms gar5.dlstx.ip.att.net [12.123.16.209]
18 57 ms 57 ms 58 ms 12.122.255.226
19 60 ms 60 ms 59 ms mdf001c7613r0003-gig-10-1.dal1.attens.net [63.241.193.10]
20 * * * Request timed out.
21 * * * Request timed out.
22 * * * Request timed out.
23 * * * Request timed out.
24 * * * Request timed out.
25 * * * Request timed out.
26 * * * Request timed out.
27 * * * Request timed out.
28 * * * Request timed out.
29 * * * Request timed out.
30 * * * Request timed out.
Trace complete. |
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Vossner
@optonline.net
| reply to audious
Here's my conversation audios,
"Good evening,
I was told by my ISP as well as my game manufacturer (Blizzard) to contact the other in order to resolve some situation currently being experienced by every customer of Cablevision's Optimum Online that is attempting to play the Blizzard game World of Warcraft. However, each seems to feel that neither is at fault because, according to the tracerts of everyone responding to the topics located
Lag, Disconnecting in World of Warcraft
and
forums.worldofwarcraft.com/threa···pageNo=1
we seem to be running into our problem at one of your servers. For reference, I am attaching my tracert as a .txt document, but I will also take a snippet from it where the "lag" appears to be occurring.
3 12 ms 9 ms 11 ms dstswr1-vlan2.rh.rndhnj.cv.net [67.83.249.161]
4 * * * Request timed out.
5 * * * Request timed out.
6 * * * Request timed out.
7 * * * Request timed out.
8 17 ms 11 ms 11 ms vl3492.mpd03.jfk02.atlas.cogentco.com [154.54.7.13]
I'm quite sorry that I'm contacting you as I'm not currently a paying customer of yours, however any information that can be shared on this situation by you or your people would be greatly appreciated. As it stands right now, World of Warcraft is nearly unplayable for most of the East Coast using Optimum Online as we are being routed through your servers.
Thank you and I appreciate any and all replies." |
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big time lag
@optonline.net
| reply to ansky08
This is not specific to WOW my friends. I am also experiencing lag spikes in COD 1, 2, and 4 here in Woodmere, NY. My nephew is having the same issue in Final fantasy 11 on a different UBR in Franklin Square, NY. Same exact issues, different games and UBR's. It seems every 10 minutes or so of gameplay, their is a spike, where your ping goes to 999 as if you are disconnecting, then it eventuslly restores itself after a few seconds back to normal ping times between 40 to 50ms. I know the server I connect to with COD is located in Toronto, CAN. This has been happening for about 2 weeks or so now.
We do not notice any isue when just browsing the internet, but it is very noticeable in gaming. So I doubt this is related to a specific server or servers that are hosting, but most definately a routing issue as you mention. I am sure OOL tech support are receiving plenty of calls in relation to this issue and I am surprised they are not aware of any issue, but then again, the techs are usually left in the dark with matters such as this with experience to similar issues in the past. If it is occurring outside the network, their is not much they can do. I will run a tracert as well to see where the affected router is located as well and post back later.....hope this is resolved sometime soon. |
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audious
join:2008-06-03 | reply to ansky08
Bump.
Any chance we could get an update on the situation? |
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BLUNTED 1
join:2003-11-13
Floral Park, NY | reply to big time lag
I am also having issues in Halo 2 and Halo 3 in Nassau county NY which is right next to Franklin Square when using OOL but My Fios seems to be fine on the same games. |
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EddieBlueSky
@optonline.net
| reply to ansky08
I’ve been experiencing lag and service interruptions all last week and very bad today and especially this evening. I can’t even play poker on line never mind WOW. I’m in North Western NJ. Like most big companies don’t expect the truth when you contact them. I can’t be bothered with calling them. That is what competition is for,
Eddie |
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flagrant
@optonline.net
| reply to ansky08
I just started experiencing this problem on 6/3 in Morris County, NJ. While playing alone, I often get large lag spikes but I can continue playing. While in 5 man groups, I get spikes sometimes followed by a disconnect. And while in 25-man content, I always disconnect after a spike.
I was doing some testing with 3d traceroute and while the game told me I was at 1200ms latency, the traceroute program picked up no latency changes in the path to the server. Like others, hops 4,5,6, and 7 don't respond.
I'm not buying the "It's AT&T or CogentCo's problem" considering I have yet to find any other post about other ISPs having this problem. I can't help but think this is some packet shaping initiative screw up. |
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audious
join:2008-06-03 | reply to ansky08
It's back tonight. Just DC'd twice. Still no official response or recognition on a large scale. |
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JDCMAN
join:2006-02-23
Somers, NY
 ·Optimum Online
1 edit | reply to ansky08
Any issues on other sites (like Youtube)? I had tons of problems for two weeks with Youtube and Xbox Live, then performance came back better than before. Maybe it has something to do with network routes & the new expresslink they're talking about?
EDIT: Tracerts to Youtube servers show it ends with Cogentco, back when I was having YT issues it died in cogent territory too. |
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rebecca191
join:2008-05-18
Fairfield, CT | reply to ansky08
I had no problems at all during a full BT clear except for 350 ping for a grand total of one minute.... no spikes, nothing. I did check a trace and I'm seeing an extra hop so maybe routing in my area got changed, I don't know. |
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audious
join:2008-06-03 | I got dc'd 5 times in BT last night. The problem is definitely not gone. |
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AdamB2K3
join:2004-03-12
Grand Prairie, TX
2 edits | I am still having the same problem with lag spikes, and I am not seeing any extra hops on my way to the same server as previously. There is a 35 page thread on the World of Warcraft forums here: »forums.worldofwarcraft.com/threa···ageNo=35 regarding this problem. As long as that thread keeps growing every day, the problem is not resolved. |
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