[msg_dman]

I have charter broadband, the modem that they provided, and a router hooking 3 computers up to the internet. We can surf fine, and have no issues. My 2 sons play World of Warcraft, and all was fine for the last 6 months, but about 3 weeks ago they started getting disconnected. It has increased to the point where they are lagging very badly, high ping rate, and get disconnected every couple of minutes. We can still surf fine. Charter Tech support has been no help. We even took the router out of the picture and connected one computer straight to the modem, and the same thing happened when they play the game.

I went out today and bought a new Modem, thinking that the one charter provided may be cheap, but before I open it I wanted to ask if it could be a modem issue. The old was is a no name, I do not see a brand. The new one is a D-Link DCM-202 which boasts boosting speed by up tp 20 times.

This is my question, could the new modem fix the issue? If not, any other suggestions?

Thanks for any help you may provide.

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Hi msg_dman,

Do you have any firewall(s) installed on your computer? Have you tried disabling these before gameplay, to see if they're interfering with your connection attempts?

Ensure that you have the latest firmware installed for your current modem (this may be difficult if you can not identify it's make/model).

Please download PingPlotter. Run it, and perform a search to: us.logon.worldofwarcraft.com -- Once it is finished, click on 'Edit', and then select 'Copy as Text'. Paste the results here.

Also, please run a tracert -- Start --> Run --> type CMD and press OK --> type: tracert us.logon.worldofwarcraft.com > C:\traceresults.txt --> Please be patient when waiting for the tracert command to complete, it may take several minutes. When you are returned to the command prompt, then the trace is complete (ie: when you're able to type in the command prompt window, it means you'll be finished -- so just press the 'D' key every minute or so). Once it is finished, navigate to the text file C:\traceresults.txt, open it and copy/paste the results into your next reply.

Finally, depending on your OS, please restart your computer into Safe Mode with Networking, and then try to play the game, to see if you still experience the lag whilst playing.

Thanks,
Dan.

[Dan]

Hi msg_dman,

Do you have any firewall(s) installed on your computer? Have you tried disabling these before gameplay, to see if they're interfering with your connection attempts?

Ensure that you have the latest firmware installed for your current modem (this may be difficult if you can not identify it's make/model).

Please download PingPlotter. Run it, and perform a search to: us.logon.worldofwarcraft.com -- Once it is finished, click on 'Edit', and then select 'Copy as Text'. Paste the results here.

Also, please run a tracert -- Start --> Run --> type CMD and press OK --> type: tracert us.logon.worldofwarcraft.com > C:\traceresults.txt --> Please be patient when waiting for the tracert command to complete, it may take several minutes. When you are returned to the command prompt, then the trace is complete (ie: when you're able to type in the command prompt window, it means you'll be finished -- so just press the 'D' key every minute or so). Once it is finished, navigate to the text file C:\traceresults.txt, open it and copy/paste the results into your next reply.

Finally, depending on your OS, please restart your computer into Safe Mode with Networking, and then try to play the game, to see if you still experience the lag whilst playing.

Thanks,
Dan.

[msg_dman]

Thanks, I will start on both of those and post once done!

[msg_dman]

Here is the ping:

Target Name: us.logon.worldofwarcraft.com
IP: 12.129.232.110
Date/Time: 2/2/2006 10:35:22 PM

1 9 ms 9 ms 35 ms 8 ms 11 ms 8 ms 12 ms 9 ms 9 ms 53 ms [10.127.112.1]
2 8 ms 8 ms 9 ms 12 ms 11 ms 12 ms 10 ms 8 ms * 33 ms er1t3buinc.snfr.nc.charter.com [68.119.176.1]
3 14 ms 89 ms 91 ms * 60 ms 50 ms 141 ms 58 ms 15 ms 18 ms [12.119.93.33]
4 65 ms * 135 ms 98 ms 153 ms 99 ms 167 ms 136 ms 67 ms 68 ms tbr1-p013102.attga.ip.att.net [12.122.3.58]
5 64 ms 152 ms 124 ms * 156 ms 96 ms 140 ms 133 ms 65 ms 79 ms tbr2-cl1835.attga.ip.att.net [12.122.9.158]
6 83 ms 74 ms 92 ms * 133 ms * 116 ms 68 ms 65 ms 78 ms tbr1-cl13.dlstx.ip.att.net [12.122.2.89]
7 68 ms 151 ms 124 ms * 102 ms 85 ms 124 ms 126 ms 73 ms 87 ms tbr1-cl20.la2ca.ip.att.net [12.122.10.50]
8 90 ms 63 ms 64 ms * 75 ms 81 ms 102 ms * * * gar4-p300.la2ca.ip.att.net [12.123.28.202]
9 96 ms * 70 ms 94 ms 78 ms 104 ms 98 ms 67 ms 69 ms 79 ms [12.122.255.102]
10 63 ms 145 ms * 102 ms 79 ms 103 ms 101 ms 115 ms 72 ms * mdf1-bi8k-1-eth-1-2.lax1.attens.net [12.129.192.42]
11 * * * * * * * * * * [-]

[msg_dman]

Tracer results:

Tracing route to us.logon.worldofwarcraft.com [12.129.232.110]

over a maximum of 30 hops:



1 9 ms 8 ms 8 ms 10.127.112.1

2 * * * Request timed out.

3 * * * Request timed out.

4 * * * Request timed out.

5 * * * Request timed out.

6 * * * Request timed out.

7 * * * Request timed out.

8 * * * Request timed out.

9 * * * Request timed out.

10 * * * Request timed out.

11 * * * Request timed out.

12 * * * Request timed out.

13 * * * Request timed out.

14 * * * Request timed out.

15 * * * Request timed out.

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.



Trace complete.



Also, when I tried the safe mode with networking, I couldnt connect to the internet.

Thanks

[Dan]

This could be a faulty modem issue However, lets not jump to conclusions yet.

From your pingplotter results, I can see that you are often not recieving required packets, which would account for the high latency, and the intermittent disconnects. Your tracert is not getting past your router... Could you please try to connect your computer directly to the modem, and then re-do that tracert.

Also, you probably aren't able to browse the Internet "fine", however the recovery is so fast that you do not notice any hiccups. Could you please run PingPlotter to www.google.com and then post the results?

When you restart into Safe mode with networking, you should be able to connect to the Internet manually.

Thanks,
Dan.

[msg_dman]

Thanks, here is the ping plot to google:

Target Name: www.google.com
IP: 64.233.161.147
Date/Time: 2/3/2006 9:47:10 AM

1 7 ms 6 ms 7 ms [10.127.112.1]
2 8 ms 14 ms 10 ms er1t3buinc.snfr.nc.charter.com [68.119.176.1]
3 14 ms 12 ms 13 ms [12.119.93.33]
4 19 ms * 22 ms tbr2-p013102.wswdc.ip.att.net [12.122.3.62]
5 21 ms 21 ms 20 ms [12.122.82.225]
6 20 ms 20 ms 21 ms [192.205.32.182]
7 21 ms 22 ms 21 ms sl-st22-ash-15-0.sprintlink.net [144.232.29.207]
8 * 45 ms * sl-googl1-3-0.sprintlink.net [144.223.246.74]
9 -32764 ms -32764 ms 35 ms [216.239.47.153]
10 * 54 ms * [216.239.48.190]
11 33 ms 35 ms 37 ms [64.233.161.147]


I will put the trace through the modem only next.

[msg_dman]

And here are the tracer results straight through the modem:

Tracing route to us.logon.worldofwarcraft.com [12.129.232.112]

over a maximum of 30 hops:



1 10 ms 6 ms 8 ms 10.127.112.1

2 * * * Request timed out.

3 * * * Request timed out.

4 * * * Request timed out.

5 * * * Request timed out.

6 * * * Request timed out.

7 * * * Request timed out.

8 * * * Request timed out.

9 * * * Request timed out.

10 * * * Request timed out.

11 * * * Request timed out.

12 * * * Request timed out.

13 * * * Request timed out.

14 * * * Request timed out.

15 * * * Request timed out.

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.



Trace complete.

Any suggestions?

Thanks

[Dan]

Okay, well you're losing packets on the Internet as well, so it's not a problem with WoW -- this is a general connection issue. At this stage, without being able to look at your hardware etc, then I would assume that this is a modem issue. Your tracert is failing miserably, and I'm not sure why. If you want to be 100% sure, do the following:

a) Connect your computer directly to the modem, and do a pingplot again;
b) Connect a different computer to the modem, and do a pingplot again -- please post the results of these two tests. This will definitely show if it's a hardware issue or not.

I don't know how things are where you live, however here, we're permitted to return the product (with a receipt), within a week or so of purchasing it. Hopefully you can do this, so that if the modem does not help, you can return it. However, if your current modem is a no-brand, it might just be a good idea to actually have a brand-name modem.

[msg_dman]

Thanks for all the help.

Here is the plot for computer # 1 directly hooked to modem. I will then hook the other one up and post below.

Target Name: www.google.com
IP: 64.233.161.104
Date/Time: 2/3/2006 9:35:55 PM

1 7 ms 6 ms 7 ms 7 ms [10.127.112.1]
2 12 ms 8 ms 8 ms 9 ms er1t3buinc.snfr.nc.charter.com [68.119.176.1]
3 17 ms 24 ms 157 ms 44 ms [12.119.93.33]
4 25 ms 35 ms 162 ms 59 ms tbr2-p013102.wswdc.ip.att.net [12.122.3.62]
5 * 29 ms 163 ms 59 ms [12.122.82.225]
6 30 ms * * 68 ms att-gw.dc.sprint.net [192.205.32.166]
7 * 275 ms 243 ms 259 ms sl-st22-ash-15-0.sprintlink.net [144.232.29.207]
8 180 ms 286 ms * 277 ms sl-googl1-3-0.sprintlink.net [144.223.246.74]
9 -32764 ms -32764 ms 180 ms 95 ms [216.239.47.153]
10 -32764 ms 71 ms 197 ms 116 ms [216.239.48.190]
11 174 ms 277 ms 271 ms 291 ms [64.233.161.104]

[msg_dman]

Here is the plot for computer # 2 hooked directly to modem:

Target Name: www.google.com
IP: 64.233.161.99
Date/Time: 2/3/2006 9:45:26 PM

1 7 ms 7 ms 24 ms 7 ms 7 ms [10.127.112.1]
2 33 ms 8 ms 8 ms * * er1t3buinc.snfr.nc.charter.com [68.119.176.1]
3 119 ms 172 ms 100 ms * 13 ms [12.119.93.33]
4 120 ms 175 ms 104 ms 86 ms 21 ms tbr2-p013102.wswdc.ip.att.net [12.122.3.62]
5 84 ms 263 ms 181 ms 202 ms 69 ms [12.122.82.225]
6 91 ms * 190 ms * * att-gw.dc.sprint.net [192.205.32.166]
7 89 ms 269 ms 190 ms 195 ms 68 ms sl-st22-ash-15-0.sprintlink.net [144.232.29.207]
8 156 ms 232 ms 157 ms * 54 ms sl-googl1-3-0.sprintlink.net [144.223.246.74]
9 -32764 ms -32764 ms 115 ms * 42 ms [216.239.47.153]
10 -32764 ms 299 ms 220 ms 206 ms 96 ms [216.239.48.190]
11 81 ms 288 ms * 198 ms 93 ms [64.233.161.99]


Thanks!

[Dan]

Okay, both computers are losing the packets. So, I would have to say that it is caused by your modem. At this stage, you're probably going to have to use the new modem -- once you install it, do a pingplot to google again (whilst connected directly to the modem) and I'll tell you if you're still losing packets or not.

Sorry I couldn't be of more help.
-Dan

[msg_dman]

Thanks for all the help. One last question before I open the new modem, is there any chance it is a problem with the company (charter.net) and not my modem, could it be a crappy connection from them, or limited bandwidth being sent through my cable?

[Dan]

Very good point. Yes, it could be this. Give them a call -- you'd have to get them to check the connection on their end. It could very well be some of their servers dropping the connection. However, you'd have to ask them, as I can't be sure

Good thinking, though

[msg_dman]

The broadband company is telling me the problem is the number of connections I have. I have no idea what this means or how to narrow it down so it is not eating up my bandwidth. They had me run a netstat:

Microsoft Windows XP [Version 5.1.2600]
© Copyright 1985-2001 Microsoft Corp.

C:\Documents and Settings\Dad>netstat -a

Active Connections

Proto Local Address Foreign Address State
TCP Downstairs:epmap Downstairs:0 LISTENING
TCP Downstairs:microsoft-ds Downstairs:0 LISTENING
TCP Downstairs:58581 Downstairs:0 LISTENING
TCP Downstairs:1025 Downstairs:0 LISTENING
TCP Downstairs:1033 Downstairs:0 LISTENING
TCP Downstairs:1075 Downstairs:0 LISTENING
TCP Downstairs:1112 localhost:1113 ESTABLISHED
TCP Downstairs:1113 localhost:1112 ESTABLISHED
TCP Downstairs:59591 Downstairs:0 LISTENING
TCP Downstairs:netbios-ssn Downstairs:0 LISTENING
TCP Downstairs:netbios-ssn 192.168.15.100:1163 ESTABLISHED
TCP Downstairs:1116 216.239.59.124:http TIME_WAIT
TCP Downstairs:1119 216.239.39.99:http TIME_WAIT
TCP Downstairs:1131 216.239.39.99:http ESTABLISHED
TCP Downstairs:1132 64.233.179.104:http ESTABLISHED
TCP Downstairs:1133 64.233.179.104:http ESTABLISHED
UDP Downstairs:microsoft-ds *:*
UDP Downstairs:1037 *:*
UDP Downstairs:1114 *:*
UDP Downstairs:1115 *:*
UDP Downstairs:1135 *:*
UDP Downstairs:9370 *:*
UDP Downstairs:ntp *:*
UDP Downstairs:1900 *:*
UDP Downstairs:ntp *:*
UDP Downstairs:netbios-ns *:*
UDP Downstairs:netbios-dgm *:*
UDP Downstairs:1900 *:*

Any further suggestions?