Skip to main content
jljcau

Honored Commentator

 • 

9 Messages

Mon, Jun 26, 2017 12:00 AM

High Latency when playing World of Warcraft

Hi,

 

I have been facing high latency when playing World of Warcraft for the last 2 weeks, and am hoping that you guys may be able to help out. These are the tracert and pathping results on the game server that I play on. I have already tried resetting the ONS and router.

 

Tracert

Tracing route to 103.4.115.193 over a maximum of 30 hops

1 4 ms 5 ms 5 ms 182.55.229.3
2 4 ms 4 ms 3 ms 183.90.44.65
3 8 ms 5 ms 4 ms 183.90.44.9
4 5 ms 4 ms 4 ms 203.117.34.214
5 4 ms 5 ms 4 ms 203.117.36.26
6 4 ms 4 ms 4 ms w118012021.w118012.starhub.net.sg [203.118.12.21]
7 4 ms 4 ms 4 ms w118012005.w118012.starhub.net.sg [203.118.12.5]
8 4 ms 9 ms 6 ms 203.118.2.25
9 4 ms 4 ms 4 ms an-ats-int11.starhub.net.sg [203.118.15.110]
10 * * * Request timed out.
11 126 ms 126 ms 126 ms ten-0-6-0-4.cor01.per02.wa.vocus.net.au [114.31.206.98]
12 126 ms 126 ms 126 ms bundle-102.cor03.syd03.nsw.vocus.net.au [114.31.206.128]
13 126 ms 127 ms 126 ms bundle-100.bdr04.syd03.nsw.VOCUS.net.au [114.31.192.45]
14 228 ms 228 ms 228 ms ip-134.197.255.49.in-addr.VOCUS.net.au [49.255.197.134]
15 233 ms 220 ms 220 ms xe-0-0-0.gw101.sy1.ap.equinix.com [27.111.240.142]
16 220 ms 220 ms 220 ms xe-1-0-1.gw101.sy3.ap.equinix.com [27.111.240.145]
17 228 ms 228 ms 228 ms 27.111.251.106
18 * * * Request timed out.
19 * * * Request timed out.
20 * * * Request timed out.
21 * * * Request timed out.
22 * * * Request timed out.
23 * * * Request timed out.

 

Pathping

 

pathping 103.4.115.193

Tracing route to 103.4.115.193 over a maximum of 30 hops

0 NEW-R38F4LNVAM1 [192.168.0.126]
1 182.55.229.3
2 183.90.44.65
3 183.90.44.9
4 203.117.34.214
5 203.117.36.26
6 w118012021.w118012.starhub.net.sg [203.118.12.21]
7 w118012005.w118012.starhub.net.sg [203.118.12.5]
8 203.118.2.25
9 an-ats-int11.starhub.net.sg [203.118.15.110]
10 * * *
Computing statistics for 225 seconds...
Source to Here This Node/Link
Hop RTT Lost/Sent = Pct Lost/Sent = Pct Address
0 NEW-R38F4LNVAM1 [192.168.0.126]
0/ 100 = 0% |
1 3ms 0/ 100 = 0% 0/ 100 = 0% 182.55.229.3
0/ 100 = 0% |
2 3ms 0/ 100 = 0% 0/ 100 = 0% 183.90.44.65
0/ 100 = 0% |
3 3ms 0/ 100 = 0% 0/ 100 = 0% 183.90.44.9
0/ 100 = 0% |
4 --- 100/ 100 =100% 100/ 100 =100% 203.117.34.214
0/ 100 = 0% |
5 --- 100/ 100 =100% 100/ 100 =100% 203.117.36.26
0/ 100 = 0% |
6 3ms 0/ 100 = 0% 0/ 100 = 0% w118012021.w118012.starhub.net.sg [203.118.12.21]
0/ 100 = 0% |
7 --- 100/ 100 =100% 100/ 100 =100% w118012005.w118012.starhub.net.sg [203.118.12.5]
0/ 100 = 0% |
8 --- 100/ 100 =100% 100/ 100 =100% 203.118.2.25
0/ 100 = 0% |
9 3ms 0/ 100 = 0% 0/ 100 = 0% an-ats-int11.starhub.net.sg [203.118.15.110]

Trace complete.

Responses

Salehuddin_H

Alumni (Retired)

 • 

516 Messages

3 years ago

Do keep us updated, ernetlo. Please don't hesitate to PM me or any of the other Community Managers if you require assistance. Thanks. - Sal

- Sal
ernetlo

Respected Contributor

 • 

15 Messages

3 years ago

So today they suggested that I go direct from ONT to PC... which I obviously already tried and informed them the the latency remains the same...

New Commentator

 • 

1 Message

3 years ago

Hi All,

 

Currently using starhub 500Mbps fibre broadband. The primary reason for getting fibre is to connect to Australian servers for gaming. Specifically World of Warcraft and counter strike. My latency is very high. (around 270ms in game). And doing any speed/ping tests to Australian servers seems to be in the same region. When I login from another network (Singtel) it is roughly 90ms both in game and using ping tests.

 

Everything else is fine, good download speed, good upload, even good latency when connecting to SEA game servers, I have no lag and around 3ms.

 

Ive looked through a few forums and noticed a few complaints from other users.

https://us.battle.net/forums/en/wow/topic/15006941403

 

https://community.starhub.com/t5/Cable-BroadBand/High-ping-latency-to-Australian-game-server/td-p/100219

 

As it seems StarHub has bad routing to Australia, A few months I decided to invest in a VPN tunneling service(kill Ping). I tried a few different services and they all dropped my ping to 90ms! Problem solved for about 2 months of happy gaming. Until 2 weeks ago.

 

Now using the VPN reduces my ping to about 190 ping, which is still an improvement, but not ideal. I even tried installing other VPNs but all are around the 190ms mark.

 

Has anything happened over the last few weeks which would cause an increased latency to Australian severs? 

 

Please feel free to contact me and I am more than willing to do tests to help get the results you need.

 

I am playing over wifi 5gHz, but this is not this issue, when plugged in it does not change and I have only 3ms when playing on SEA servers. Obviously have tried restarting router.

Kind regards,
Liam

SofiaYusof

Alumni (Retired)

 • 

841 Messages

3 years ago

Hi @Shaw, please PM me the subscriber's name, NRIC/FIN, email address and mobile number. I'll get the technical support team to assist. - Sofia

Sofia
ernetlo

Respected Contributor

 • 

15 Messages

3 years ago

Hi Liam,

 

Welcome to the club.

 

I believe recent increase in latency is due to this:

 

https://www.itnews.com.au/news/aussie-internet-pain-after-asian-subsea-cables-cut-472070

 

But even before this happened - my latency hovered around 200ms which is not acceptable. My friends running on other ISPs are getting around 90ms which is acceptable.

 

So StarHub then sent a technician to my place to try and troubleshoot this. Obviously my hardware (cabled direct to ONT) was not causing any problems and they also did a "purge" which did not fix anything.

 

Did a traceroute to Thaurissan and sent them the screenshot but TBH I doubt they are able to fix it... good news is that contract expires Dec 2017!

jljcau

Honored Commentator

 • 

9 Messages

3 years ago

Hi Amy,

While I appreciate the help that you and the other forum moderators have been giving to us, may I request that this be escalated above the usual first level technical support?

As pointed out by several of the other members above,this is highly unlikely to be an individual problem,but probably a server side/StarHub infrastructure issue instead.

Rather than having to resolve our individual cases 1 by 1, being told to "restart ONT/Modem","Plug our LAN cables straight to the ONT instead of router" etc, is it possible to look at our issues at the macro level instead?

Thank you for the effort you guys have put in so far Smiley Happy
Amy_Law

Alumni (Retired)

 • 

3.3K Messages

3 years ago

Hi @ jljcau

 

As a fellow gamer, I understand where you guys are coming from. However, if the issue is indeed related to the game's servers, it may be beyond a simple connection issue. 

 

Please allow our team mates a chance try to figure out the actual issue first before we see if it's possible to fix.

 

PM me anytime and I'll arrange the follow up thereafter. 

 

 

- Amy
Amy_Law

Alumni (Retired)

 • 

3.3K Messages

3 years ago

Hi @ ernetlo

 

We note you've PMed us before. If you're still experiencing the same issue, update us via PM and we'll arrange a follow up on this for you. 

 

- Amy
ernetlo

Respected Contributor

 • 

15 Messages

3 years ago

Hi @Amy_Law@jljcau@SofiaYusof,

 

Surely by now - per the number of responses to this thread, we can agree that it is beyond a simple connection issue right?

 

Your teammates have been to my place and have the supporting information (tracert) to work this out... if you need even more information we are happy to provide.

 

When will your team be able to come back on this?

Amy_Law

Alumni (Retired)

 • 

3.3K Messages

3 years ago

Hi @ ernetlo

 

The last update we can see from your PM is that an e-mail was sent to you in end Aug 2017. Have you replied to it yet? 

 

If you have, please update us via PM and we'll arrange a follow up on this for you. 

 

 

- Amy
ernetlo

Respected Contributor

 • 

15 Messages

3 years ago

Hello @Amy_Law,

 

Perhaps you can have a word with your StarHub team members. I have been in touch with them since late August via email and we arranged for a site inspection on 3 Sep. The latest correspondence I have via email is a Work Order for that day and the technician said that your engineers would come back to me.

 

Still nothing received.

sharkymt

Trusted Commentator

 • 

7 Messages

3 years ago

Hi Amy,

 

I am having the same issues now.

 

I previously had some major latency issues with SH back in May & June. However after 5 engineer visits to my house they managed to sort something out and have since had 200ms ping and lived with that. I am dismayed to see that many people find this speed to be slow. Its what i have had to live with for months.

 

In the past 2 weeks however my ping jumps to over 400 and at times over 2000. This all occurs after 7 or 8 pm each night.

 

Really need this to be sorted out. After all the trouble I had earlier this year I feel I have grounds for cancelling my contract or getting some serious rebates for lack of service.

 

Thanks

Diane_R

Alumni (Retired)

 • 

570 Messages

3 years ago

Hi @sharkymt, I've responded to your PM. Lets chat over there. 

ernetlo

Respected Contributor

 • 

15 Messages

3 years ago

Hi @sharkymt

 

Thanks for sharing. Good to bring some life to this thread. I believe that most of us have been making do with 190ms or so. I am still waiting for the undersea cable to be fixed to see if we can go under 100ms. I know that other ISPs consistently achieve that. Let's check again in early November but meantime do keep us posted on your situation.

ernetlo

Respected Contributor

 • 

15 Messages

3 years ago

@jljcau @Diane_R @sharkymt @Amy_Law @SofiaYusof

 

Folks - undersea cable is fixed and my ping is still 150ms or so. Done with this - no response from StarHub tech team too. Gonna switch to M1, peace out yall!

Get Started

Get Started