Packet loss due to bad routing to Valorant servers

[Ghill]

Hello, I have 1.5Gpbs Fibe Ethernet on a HH4000 and for months now I've been experiencing heavy packet loss to a game called Valorant. 

There seems to be known issues with connections to these AWS servers from Bell's end, but no-one from support has been able to even talk to me directly about routing. I've been through three replacement HH4000's, checking ports, and the issue definitely seems to be IP routing.

Is anyone else here experiencing the same issues? I have lots of trace route tests to show evidence of this. I know I saw a reddit thread on /r/bell as well as some threads on twitter about people having the similar issues. 

[BellAntgio]

Hey @Ghill thanks for posting in the Community. 

We would like to dig a little deeper with you on this.

We have sent you a Private Message. Please check your Inbox, next to your Profile avatar.

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[PingSpikesEvening]

For the past month and a half I have been trying to contact Bell Support and they cannot help. I have scheduled 2 appointments for technicians to come. The first one came during the day time when the issue wasn't happening and the second one no-showed. Bell technical support do not know why my ping spikes. When i do tracert on my command prompt, I can visually see the ping spikes.

Before this issue happened I would get less than 40ms on US Central Servers and US East Servers, and now everything spikes to 80ms - 100ms. I play valorant and a variety of FPS shooters.

Can anyone please help?

[ZaneP · Accepted solution]

Hi @PingSpikesEvening 

You're not alone in your frustration with latency. It's been reported here a few times.

A couple of things you can do now:

1. Reboot your Bell modem, then do another traceroute. If there's no improvement then...
2. See if you get better results if you change the modem's dns servers. Try Cloudflare (primary 1.1.1.1; secondary 1.0.0.1) or Google (primary 8.8.8.8, secondary 8.8.4.4) for starters. You'll need to log into the Home Hub dashboard to do this. You may see some improvement.
3. Post in this thread the server hostname or IP address of the one(s) that's giving you the most grief.

The issue needs to be escalated to a higher level of tech support, to get the engineering people involved. #3 above will help identify the problematic nodes.

FYI, I'm not a Bell employee. Just a customer like you.

[PingSpikesEvening]

Morning/Early Afternoon Tracert
|---------------------------------------------------------------------------------- --------|
| WinMTR statistics |
| Host - % | Sent | Recv | Best | Avrg | Wrst | Last |
|------------------------------------------------|------|------|------|------|------|------|
| mynetwork - 0 | 22 | 22 | 0 | 0 | 1 | 0 |
| 10.11.2.137 - 0 | 22 | 22 | 6 | 9 | 15 | 6 |
| No response from host - 100 | 4 | 0 | 0 | 0 | 0 | 0 |
| cr01-toroon12xew_0/2/0/5_11.net.bell.ca - 0 | 22 | 22 | 9 | 9 | 12 | 9 |
|cr01-toroon63zda-bundle-ether5.net.bell.ca - 0 | 22 | 22 | 8 | 9 | 12 | 11 |
|tcore3-toronto63-bundle-ether44.net.bell.ca - 0 | 22 | 22 | 7 | 12 | 16 | 9 |
| dis67-toronto63_2-0-0.net.bell.ca - 0 | 22 | 22 | 8 | 8 | 11 | 8 |
| 207.35.49.162 - 0 | 22 | 22 | 19 | 20 | 24 | 19 |
| No response from host - 100 | 4 | 0 | 0 | 0 | 0 | 0 |
| No response from host - 100 | 4 | 0 | 0 | 0 | 0 | 0 |
| No response from host - 100 | 4 | 0 | 0 | 0 | 0 | 0 |
| No response from host - 100 | 4 | 0 | 0 | 0 | 0 | 0 |
| No response from host - 100 | 4 | 0 | 0 | 0 | 0 | 0 |
| No response from host - 100 | 4 | 0 | 0 | 0 | 0 | 0 |
| No response from host - 100 | 4 | 0 | 0 | 0 | 0 | 0 |
| No response from host - 100 | 4 | 0 | 0 | 0 | 0 | 0 |
| No response from host - 100 | 4 | 0 | 0 | 0 | 0 | 0 |
| No response from host - 100 | 4 | 0 | 0 | 0 | 0 | 0 |
| No response from host - 100 | 4 | 0 | 0 | 0 | 0 | 0 |
| No response from host - 100 | 4 | 0 | 0 | 0 | 0 | 0 |
| No response from host - 100 | 4 | 0 | 0 | 0 | 0 | 0 |
| No response from host - 100 | 4 | 0 | 0 | 0 | 0 | 0 |
| No response from host - 100 | 4 | 0 | 0 | 0 | 0 | 0 |
| No response from host - 100 | 4 | 0 | 0 | 0 | 0 | 0 |
| No response from host - 100 | 4 | 0 | 0 | 0 | 0 | 0 |
| No response from host - 100 | 4 | 0 | 0 | 0 | 0 | 0 |
| No response from host - 100 | 4 | 0 | 0 | 0 | 0 | 0 |
| No response from host - 100 | 4 | 0 | 0 | 0 | 0 | 0 |
| No response from host - 100 | 4 | 0 | 0 | 0 | 0 | 0 |
| No response from host - 100 | 4 | 0 | 0 | 0 | 0 | 0 |
|________________________________________________|______|______|______|______|______|______|
WinMTR v0.92 GPL V2 by Appnor MSP - Fully Managed Hosting & Cloud Provider

Evening Time Tracert
|---------------------------------------------------------------------------------- --------|
| WinMTR statistics |
| Host - % | Sent | Recv | Best | Avrg | Wrst | Last |
|------------------------------------------------|------|------|------|------|------|------|
| mynetwork - 0 | 666 | 666 | 0 | 0 | 5 | 0 |
| 10.11.2.137 - 0 | 666 | 666 | 5 | 9 | 25 | 15 |
| No response from host - 100 | 134 | 0 | 0 | 0 | 0 | 0 |
| cr01-toroon12xew_0/2/0/5_11.net.bell.ca - 1 | 662 | 661 | 8 | 31 | 72 | 51 |
|cr01-toroon63zda-bundle-ether5.net.bell.ca - 0 | 666 | 666 | 8 | 31 | 71 | 50 |
|tcore3-toronto63-bundle-ether44.net.bell.ca - 1 | 662 | 661 | 8 | 33 | 78 | 62 |
| dis67-toronto63_2-0-0.net.bell.ca - 0 | 666 | 666 | 7 | 30 | 72 | 48 |
| 207.35.49.162 - 0 | 665 | 665 | 18 | 41 | 109 | 75 |
| No response from host - 100 | 134 | 0 | 0 | 0 | 0 | 0 |
| No response from host - 100 | 134 | 0 | 0 | 0 | 0 | 0 |
| No response from host - 100 | 134 | 0 | 0 | 0 | 0 | 0 |
| No response from host - 100 | 134 | 0 | 0 | 0 | 0 | 0 |
| No response from host - 100 | 134 | 0 | 0 | 0 | 0 | 0 |
| No response from host - 100 | 134 | 0 | 0 | 0 | 0 | 0 |
| No response from host - 100 | 134 | 0 | 0 | 0 | 0 | 0 |
| No response from host - 100 | 134 | 0 | 0 | 0 | 0 | 0 |
| No response from host - 100 | 134 | 0 | 0 | 0 | 0 | 0 |
| No response from host - 100 | 134 | 0 | 0 | 0 | 0 | 0 |
| No response from host - 100 | 134 | 0 | 0 | 0 | 0 | 0 |
| No response from host - 100 | 134 | 0 | 0 | 0 | 0 | 0 |
| No response from host - 100 | 134 | 0 | 0 | 0 | 0 | 0 |
| No response from host - 100 | 134 | 0 | 0 | 0 | 0 | 0 |
| No response from host - 100 | 134 | 0 | 0 | 0 | 0 | 0 |
| No response from host - 100 | 134 | 0 | 0 | 0 | 0 | 0 |
| No response from host - 100 | 134 | 0 | 0 | 0 | 0 | 0 |
| No response from host - 100 | 134 | 0 | 0 | 0 | 0 | 0 |
| No response from host - 100 | 134 | 0 | 0 | 0 | 0 | 0 |
| No response from host - 100 | 134 | 0 | 0 | 0 | 0 | 0 |
| No response from host - 100 | 134 | 0 | 0 | 0 | 0 | 0 |
| No response from host - 100 | 134 | 0 | 0 | 0 | 0 | 0 |
|________________________________________________|______|______|______|______|______|______|
WinMTR v0.92 GPL V2 by Appnor MSP - Fully Managed Hosting & Cloud Provider

[AlexS]

U didn’t use vpn right? 1.5 m is just 2 weeks after the rollout of 3 Gpbs plans. If ur area has lots of video game lovers or young ppl and that plan is available, there might be lots of data transferring during that time.

[ZaneP]

Please post the hostname or IP address of the server you're trying to reach. Thanks.

[PingSpikesEvening]

no vpn

[PingSpikesEvening]

192.207.0.1

[BellPatricia]

Hi @PingSpikesEvening. Thanks for your post, and welcome to the Bell Community.

We would like to take a closer look into this for you, and we've sent you a private message. Please check your inbox, next to your profile avatar in the top right corner.

Unsure how to check or send a private message? See How to send a private message

- Patricia

[honne]

Hi, I ran a series of tests on my home network through my computer and noticed some things that needed to be addressed but I have no clue how to go about this so I have resorted to using the forum here.

In short, there were some strange packet loss issues associated with a game I play called valorant and I ran some tests with the publisher to troubleshoot the issue:

cr01-toroon63zda-bundle-ether5.net.bell.ca - nodes from this got packet loss 3%
cr02-toroonxnhrz-bundle-ether1.net.bell.ca - nodes from this got packet loss 79%
bx3-torontoxn_hundredgige0-2-0-0.net.bell.ca - no response from the host
99.82.178.222 - no response from the host
tcore3-toronto63-bundle-ether44.net.bell.ca - no response from the host
dis67-toronto63_2-0-0.net.bell.ca - no response from the host 

These were results pulled from WinMTR and I'd like to share log files too.

Hoping this is enough information for help.

[BellPatricia]

Hello @honne,

Welcome to the Bell community, and thank you for your post.

Can you please share screen shots of the log files so the Community can take a closer look?

- Patricia

[honne]

Here they are.

Riot Games / North America WinMTR logsAmazon WinMTR logs

[honne]

Hi, are you able to see them?

[BellPatricia]

Good morning @honne, and thank you very much for sharing your log files with the Bell Community.

Can you please provide more information surrounding what prompted you to start your investigation? i.e. what issue are you experiencing while playing Valorant?

We are also interested to know which tool you're using to measure the packet loss, and how did you learn which IPs to use for testing?

- Patricia