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ravendarksky
Aspiring Contributor
1,228 Views
Message 1 of 9

Unable to play online games BT HH5 Latency problem?

Hi all,

 

I'm not sure what to try to fix this. Basically as of 2 days ago I'm totally unable to play games online without a very high ping and frequent disconnections.

 

Speedtests are showing everything as normal though and there doesn't seem to be any problems in my area. I'm using a wired connection going straight from my PC into the back of the router and have tried changing ports and disabling wireless/unplugging BT vision but nothing has helped 😞

I have a BT Home Hub 5 (Type A) | Software version 4.7.5.1.83.8.173.1.6 | Last updated 16/04/14

 

Looking for suggestions on what to try next!

 

Speedtests show:

ping: 19 - 28

d/l 35 - 40

u/l 7 - 9

 

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8 REPLIES 8
ray_dorset
Distinguished Guru
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Message 2 of 9

Re: Unable to play online games BT HH5 Latency problem?

Have you tried turning off UPNP?
_ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _
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ravendarksky
Aspiring Contributor
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Message 3 of 9

Re: Unable to play online games BT HH5 Latency problem?

Hi there!

 

Thanks for your reply.

 

I can't see where to enable/disable it in the settings. I would have expected it to be under port forwarding but can't see it in any of the menus -_-

 

Edit: I've found it now and turned it off. Will post back in an hour once I've had time to test if its made a differnce.

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ravendarksky
Aspiring Contributor
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Message 4 of 9

Re: Unable to play online games BT HH5 Latency problem?

Still the same issue.. speed tests think everything is fine but high ping and disconnects in all online PC games I've tried.

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ravendarksky
Aspiring Contributor
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Message 5 of 9

Re: Unable to play online games BT HH5 Latency problem?

Okay so I've spoken to a technician from one of the games which I'm having problems with and they said: 

Hey there,

Good to hear back from you :)

So looking at your traceroutes it would seem that there is a big problem at step 2 and 3 as there is a complete loss of connection. As the traceroute keeps going it would tell me the issue is temporary which would explain why its only a disconnect and not a complete loss.

As this is early on in the connection, I would advise you show these traceroutes to BT and let them know this is for your connection to Diablo 3. That way they can then look at the results and fix steps 2 and 3 for you.

 

Here is the traceroute from my computer to the EU blizzard Diablo 3 server:


tracert 213.155.155.233 > c:\tracert.txt

 

Tracing route to 213-155-155-233.customer.teliacarrier.com [213.155.155.233]
over a maximum of 30 hops:

  1     1 ms    <1 ms    <1 ms  BThomehub.home [192.168.1.254] 
  2     *        *        *     Request timed out.
  3     *        *        *     Request timed out.
  4     5 ms     5 ms     4 ms  217.41.216.93 
  5    11 ms    11 ms    11 ms  212.140.206.2 
  6    11 ms    11 ms    11 ms  213.120.162.67 
  7    12 ms    11 ms    11 ms  31.55.165.107 
  8    46 ms    11 ms    11 ms  109.159.250.60 
  9    18 ms    19 ms    23 ms  core1-te0-13-0-14.ilford.ukcore.bt.net [109.159.250.174] 
 10    17 ms    18 ms    18 ms  peer2-xe-4-2-0.telehouse.ukcore.bt.net [109.159.252.49] 
 11    19 ms    17 ms    18 ms  t2c3-xe-0-2-1-0.uk-lon1.eu.bt.net [166.49.211.172] 
 12    18 ms    48 ms    17 ms  213.248.82.249 
 13    18 ms    18 ms    18 ms  ldn-bb2-link.telia.net [62.115.138.154] 
 14    27 ms    27 ms    27 ms  adm-bb4-link.telia.net [213.155.136.85] 
 15    25 ms    25 ms    24 ms  adm-b4-link.telia.net [213.155.137.169] 
 16     *        *        *     Request timed out.
 17     *        *        *     Request timed out.
 18     *        *        *     Request timed out.
 19     *        *        *     Request timed out.
 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.

 Anyone know what I should do next? It's a strange error as like I said before my overall connection seems fine, it's only online client based games which I seem to be having trouble with....

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ray_dorset
Distinguished Guru
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Message 6 of 9

Re: Unable to play online games BT HH5 Latency problem?

That a fairly useless response from the technician as hops 2 and 3 are internal to the BT network and just don't feel like responding to pings at the moment as they're busy doing their job.

Looks to me like the problems start at hop 14 and then their server is misconfigured so the traceroute goes off into the sunset.
_ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _
If you found this post helpful, please click on the star on the left
If not, I'll try again 🙂
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Arronleeds
Aspiring Expert
938 Views
Message 7 of 9

Re: Unable to play online games BT HH5 Latency problem?

My second and third hop don't respond either but after the 8th hop its outside the BT network so the problem is with the game servers and not your internet, if it was your connection you would have high latency within the first to eighth hop.
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ravendarksky
Aspiring Contributor
925 Views
Message 8 of 9

Re: Unable to play online games BT HH5 Latency problem?

Thanks for the replies everyone!

I've hassled them some more and this is what they want me to check now:

Configure your Firewall and Router

Diablo III connects through TCP Ports 1119 to send and receive all game data with Battle.net; the Voice Chat features use UDP Port 1119 and 1120. Downloading patches requires access to the TCP Ports 3724, 6112, 6881-6999. Please ensure your firewall allows unrestricted communication on these ports when playing StarCraft II.

If you are connecting through router please also configure your network device to allow communication through TCP Ports 6112, 1119, 3724, 1120 and 6881-6999 and UDP Ports 1119 and 1120. Please consult your router manual for instructions on how to configure ports.

Third Party Program Conflicts

Third party applications such as network monitoring or management software could be interfering with your network connection. Please try restarting your operating system in Selective Startup mode then test your connection to Battle.net again:

http://eu.battle.net/support/en/article/shutting-down-background-applications

 I've got no idea how to check that those ports are functioning correctly... but surely the tracert shows that none of these are the issue? 

Please advise >_<

Thanks for all the help!

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het_uk
Aspiring Expert
844 Views
Message 9 of 9

Re: Unable to play online games BT HH5 Latency problem?

Without UPnP you'll probably get a problem as your firewall won't be dynamically opening and closing the requried ports as and when needed by the game you're playing.  If you don't use UPnP you'll need to manually open those ports on the firewall, and through NAT (if you have the option to).  Also, if you are doing any port-forwarding on your router it may break UPnP.

 

You should make sure that any ports required are also open in the Windows firewall settings (or your 3rd-party firewall app if you use one).  If you don't use a firewall on your PC directly you've nothing to do there.

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