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Re: High packet loss after switching ISPs

This is a wired connection. This is an internal patch in this house so I do need to investigate the connections; I am connected at 100Mbps which is unexpected given the run length (should be 1Gbps)

When I poll my gateway with the UOTRACE tool I get thousands of packets with no loss and 1ms average speed.

Here's another polling with the UOTRACE tool. Immediately after I started Apex but the same high packet loss was present in the Data Centers tab. I played a game and still had 20-60% packet loss.

5 Replies

  • Sp4ceb4lls's avatar
    Sp4ceb4lls
    5 years ago

    @FightingChance wrote:

    This is a wired connection. This is an internal patch in this house so I do need to investigate the connections; I am connected at 100Mbps which is unexpected given the run length (should be 1Gbps)

    When I poll my gateway with the UOTRACE tool I get thousands of packets with no loss and 1ms average speed.

    Here's another polling with the UOTRACE tool. Immediately after I started Apex but the same high packet loss was present in the Data Centers tab. I played a game and still had 20-60% packet loss.


    that uotrace server that you put easo,ea,com is not used by apex legends

  • EA_Aljo's avatar
    EA_Aljo
    Icon for Community Manager rankCommunity Manager
    5 years ago

    @FightingChance 

    The connection to your router looks fine in the new test. You're getting some high worst ping times though and a little packet loss before you reach our test server. Can you try opening the ports for Apex? They are listed here.


  • @EA_Aljo wrote:

    @FightingChance 

    The connection to your router looks fine in the new test. You're getting some high worst ping times though and a little packet loss before you reach our test server. Can you try opening the ports for Apex? They are listed here.


    the game should do that itself through upnp, opening ports on your router has many security risks 

  • So, a later update, sorry the wait.

    Opening up ports is usually a 'hail mary' type of solution because it means something on the edge is a problem somewhere; no one should be screwing with their ports unless they have a very specific or problematic connection to the internet. But it's easy to do, and a valid step in the troubleshooting process so you can say 'everything on my side is open, so it's not that'.

    Funny enough, I go to find out this Spectrum supplied router doesn't even have a web GUI - it has a QR code that wants you to download an app onto a smartphone. Can you believe that?

    So to do so I need to bug my roommate to auth me as a user so I can even start this process, because it's not just a user/pass situation to get into this thing, he actually has to manually add me as an authorized user on the account. I don't feel like bugging my new roommate over 'one of my games doesn't play right, please give me all the access' so I put it off for a while.

    I eventually get the access, and the the app on my phone. It's awful, it leaves out so many technical details and options from a normal router config. In fact I go to open up the ports and for some reason it doesn't save, probably because I'm not the account owner.

    But I try Apex again during this time, and praise be, it just works. So my original suspicion was correct; there was a misconfig or problem somewhere in my ISPs connection to the wider internet, and I just had to wait until the Network Engineer who had that ticket in their queue got to it.

    So sorry for this boring post, but I think the lesson is, if a game was working fine and then didn't for no reason, almost certainly the issue is in the wider internet beyond your house and you just have to wait until the level 2 support gets to the ticket that will fix it.

  • EA_Aljo's avatar
    EA_Aljo
    Icon for Community Manager rankCommunity Manager
    5 years ago

    @FightingChance 

    Thanks for the update! It's good to know this helped. I've had my own frustrating experiences with those combo modem/router units supplied by ISPs. Having my own separate modem and router made a big difference and highly improved my connection. This also gives you a lot more freedom for managing your network. If you have any other issues, please let us know. Have fun!