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bigdiskk's avatar
bigdiskk
6 years ago

Major lag issue in EASHL when playing on the Virginia (US-EAST-1) servers

 As the title says, I'm having major latency issue in EASHL when playing on the US-EAST-1 servers in Virginia.

The Central servers (Ohio?) are fine: I get a constant ~30ms ping

The Canada servers are perfect: ~6-8ms ping

The US East servers used to be fine, too ~18-22ms ping

All used to display a steady green line in the in-game ping meter

Except for about a month, whenever I'm connected to the US-EAST-1 servers in Virginia, my ping can vary a LOT during a game. It's become absolutely unplayable. Some games start at 30ms but shoot up to 120+ms. And it varies a lot, 

Here's a few images of what it looks like in-game

https://imgur.com/a/XJku29G

Once again, this only happens on the Virginia servers! I always confirm with my teammates, and they don't all have the same issues. Hence, this appears to be a routing issue.

The issue is not on my end:

* Dedicated 1Gbit fiber optic FTTH connection

* No one else using the internet at the same time.

* Hard-wired gigabit ethernet to the xbox

* All ports correctly forwarded, NAT type = Open

* Super low latency on google.ca at the same time this is happening online

After capturing routing stats, it appears your peering partner zayo.com is having congestion issues??

Here's what I did to come to that conclusion. As the following image was captured, I simultaneously pinged google.ca and easo.ea.com (over a ~40 minute period)

* google.ca latency varies from 5 to 6ms

* easo.ea.com latency varies from 22 to 91ms

* in game latency meter during this timeframe showed 62 to 94ms

I also added UO Trace Utility and WinMRT screenshots below, as suggested here (https://help.ea.com/en/help/faq/connection-troubleshooting-basic/)

EASHL latency

UO ping tool

UO Trace Utility

WinMTR

This shows that packetloss seems to start at 

ae10.cs1.lga5.us.zip.zayo.com

ae4.cs1.dca2.us.eth.zayo.com

ae27.cr1.dca2.us.zip.zayo.com

WinMRT

What can be done about this?

5 Replies

  • bigdiskk's avatar
    bigdiskk
    6 years ago

    Ok, this is the second time I write this message. The first one was marked as spam?!

  • TTZ_Dipsy's avatar
    TTZ_Dipsy
    Legend
    6 years ago

    Ya sometimes large posts can get auto-marked as spam... you seem to have done your homework so I doubt anything from these links will help (but they're still worth glossing over just in case) 

    http://help.ea.com/en-us/help/faq/connection-troubleshooting-basic

    http://www.help.ea.com/en-us/help/console/connection-troubleshooting-advanced-xbox

    This is more of a peer to peer help forum so I feel compelled to point you in the direction of an EA Game Advisor and/or @EA_Aljo (ie people who actually know what they are doing), https://help.ea.com/en/contact-us/

    If it helps at all, my traces also showed large amounts of congestion when zayo.com was involved (wired connection, under 10 ping avg, ports opened)

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

    @bigdiskk 

    Thanks for all the details. It's obvious you spent a lot of time on this and found some good information. We don't have any control over the zayo.com connections so there isn't much we can do about that other than move to different servers. The one you're using in the test isn't the same as the ones you're connecting to in-game so you would be routed to different servers. The UO Trace gives us a good idea of the general strength of your connection. It looks solid of course so I'm agreeing with you about where the issue is. It's just unfortunate that's out of our control. Have you also tried using google's DNS servers to see if that makes a difference? They are: Primary alt number 8.8.8.8 - Secondary alt number 8.8.4.4. Can you try setting that up in the network settings on your console? It possibly will help.

  • bigdiskk's avatar
    bigdiskk
    6 years ago

    Hi EA_Aljo,

    I'm already using Google's public DNS servers 8.8.8.8/8.8.4.4.

    > The one you're using in the test isn't the same as the ones you're connecting to in-game so you would be routed to different servers.

    Could you provide me with an IP Address on amazon network from which I could get a real trace route? Those are generally publicly available (ie., like here). I have opened a ticket with my ISP and it would help a lot if I could get the exact route taken, so having the actual US-EAST-1 gateway servers used could help them having a better idea of what's happening.

    Thank you

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

    @bigdiskk 

    I'm sorry, but we aren't able to give out the IP for the game servers. Unfortunately, you'll just have to wait until you hear back from your ISP. Since the issue is appearing to be outside of our servers, it's not something we can really troubleshoot.

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