Forum Discussion

PowerGamer123's avatar
PowerGamer123
New Contributor
6 years ago

High Latency and Disconnect Issues for Cox customers when using Blizzard Entertainment's Battle.net

Hello there, 

As per request of tech support I am making this thread to raise further awareness to an ongoing issue with Blizzard Entertainment's Battle.net and Cox ISP relationship. These issues first surfaced around 30 days ago to the day, and Blizzard was able to solve it internally. However this time, they have admitted on Twitter that internal fixes will not be enough this time. This issue apparently crosses multiple (very popular) games on their Battle.net servers, such as, World of Warcraft, Overwatch, and Diablo III. The World of Warcraft post pertaining to this issue for Cox users is already at 356 responses and climbing as i type  this. The issue came about again Thursday night. 

Link to forum post with a lot of connection test done by wow players with Cox ISP: https://us.forums.blizzard.com/en/wow/t/cox-high-latency-and-lag-spikes-are-back/148940/335

Tweet from Blizzard Customer Service official account: https://twitter.com/BlizzardCS/status/1116882096306425860

Note: That forum link to blizzard is just the World of Warcraft thread alone. I am sure there are more for Overwatch and Diablo 3. But everyone in the thread that has ran and posted tests are indeed Cox users. Below I will copy and paste the tests I ran last night. 

Also, no matter of generic troubleshooting with routers, modems, and so on have yielded any results. And no other ISP users across the millions that play their games have reported these issues. Essentially what happens is you  log in to the game, things seem fine, and when going to do activities within the game (generally all the most popular things and why people play the game), your MS / Ping will skyrocket from what is normal (40-100 range depending on your location and the server within the game you're on) and shoot up to the thousands making the game unplayable. Below are my test results.

Tracing route to us.battle.net [24.105.29.40]
over a maximum of 30 hops:

1 <1 ms <1 ms <1 ms 192.168.0.1
2 8 ms 7 ms 7 ms 10.49.128.1
3 9 ms 15 ms 9 ms 100.127.74.42
4 7 ms 9 ms 19 ms 100.120.100.16
5 20 ms 19 ms 25 ms 68.1.4.252
6 21 ms 21 ms 21 ms 68.105.30.130
7 31 ms 19 ms 19 ms ae1-br02-eqla1.as57976. net [137.221.68.35]
8 20 ms 20 ms 19 ms be2-pe02-eqla1.as57976. net [137.221.68.73]
9 21 ms 20 ms 20 ms lax-eqla1-ia-bons-03.as57976. net [137.221.66.5]
10 * * * Request timed out.
11 20 ms 21 ms 21 ms 24.105.29.40

Trace complete.

|------------------------------------------------------------------------------------------|
| WinMTR statistics |

Host - % Sent Recv Best Avrg Wrst Last
192.168.0.1 - 1 2202 2201 0 0 4 1
10.49.128.1 - 0 2206 2206 2 9 55 9
100.127.74.40 - 0 2206 2206 3 9 58 11
100.120.100.12 - 0 2206 2206 2 11 141 26
68.1.4.252 - 1 2187 2182 15 23 313 24
68.105.30.130 - 0 2206 2206 14 21 69 20
ae1-br01-eqla1.as57976.net - 0 2206 2206 20 56 536 25
et-0-0-2-br01-swlv10.as57976.net - 1 2188 2187 21 51 4179 36
et-0-0-31-pe01-swlv10.as57976.net - 0 2206 2206 19 26 74 31
137.221.105.2 - 0 2206 2206 19 25 88 25
________________________________________________ ______ ______ ______ ______ ______ ______

WinMTR v0.92 GPL V2 by Appnor MSP - Fully Managed Hosting & Cloud Provider

As you can see, ae1-br01 seems to be a major issue. And if you comb through the posts on the WoW forums, you'lll see a common thread in there. When this happened 30 days ago, it was the same string having issues. 

Thank you for your time, and I greatly appreciate any awareness and or help. I will do anything I can to help make this as easy as possible. 

  • khingora's avatar
    khingora
    New Contributor II

    I want to say thank you for posting this and creating a general, and hopefully, more comprehensive post where we will hopefully see some progress with this issue.

    • KevinM2's avatar
      KevinM2
      Former Moderator
      Hi Khingora, we are detecting signal issues with your modem, and we'd like the opportunity to work with you on a resolution. Can you please send us an email at cox.help@cox.com, and include a link to this forum thread? Any assistance you can provide would be greatly appreciated, and we apologize for the ongoing service issues you're experiencing. -Kevin M. Cox Support Forum Moderator
      • khingora's avatar
        khingora
        New Contributor II

        I just sent you an e-mail with a screenshot of what just happened. I've been having really serious issues tonight; discord, browsing, streaming, gaming, everything. Hope to hear back from you.