[PC/NA & EU] Constant disconnects; traceroute can't reach host

bearbelly

I almost never have connection issues, unless it is a server issue that is affecting everyone, and I have been having trouble with my connection since overnight Monday through to right now.

I can connect to the game, most of the time, on PC/NA, which is my "home base." I can select a character and load into the game, after a bit of time.
But, without fail since late Monday night, I get disconnected back to the log-in screen every few minutes.

When I try PC/EU, I can make it to the character select screen, but it won't load a character once I've selected one and click 'Play.'.
I get kicked back to the log-in screen every time.

I've rebooted my router twice, with no change.
When I run a traceroute to PC/NA, it doesn't make it through.

Tracing route to 198.20.198.110 over a maximum of 30 hops

1 * 2 ms 1 ms SAGEMCOM [192.168.1.1]
2 17 ms 7 ms 14 ms 75.182.24.1
3 10 ms 21 ms 11 ms cpe-174-111-065-186.triad.res.rr.com [174.111.65.186]
4 18 ms 13 ms 16 ms 24.31.206.250
5 22 ms 22 ms 22 ms be33.drhmncev01r.southeast.rr.com [24.93.64.180]
6 21 ms 21 ms 17 ms bu-ether11.atlngamq46w-bcr00.tbone.rr.com [66.109.6.34]
7 36 ms 39 ms 38 ms 0.ge-0-0-0.ar0.den30.tbone.rr.com [66.109.6.150]
8 43 ms 49 ms 28 ms 66.109.5.117
9 30 ms 31 ms 29 ms ae12-xcr1.ash.cw.net [195.2.14.41]
10 38 ms 35 ms 32 ms ae3-xcr2.nyk.cw.net [195.2.21.133]
11 35 ms 34 ms 38 ms akamai-us-gw.nyk.cw.net [195.89.106.110]
12 35 ms 36 ms 36 ms po110.bs-a.sech-lga.netarch.akamai.com [23.57.97.243]
13 * * * Request timed out.
14 38 ms 34 ms 36 ms ae120.access-a.sech-lga.netarch.akamai.com [23.57.97.249]
15 37 ms 36 ms 32 ms 93.191.172.146
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 * [192.168.1.6] reports: Destination host unreachable.

I'm not blaming ZOS, because this doesn't seem to be a ZOS issue. Just surfing the web is janky, as well.
I'm assuming, due to the timing, that there was some kind of internet infrastructure damage somewhere in the big storms on Monday.

My ISP (Spectrum) says everything is peachy on their end, though. So I'm not sure where to focus any request for help.

Any advice?

Sylvermynx

If it were me, I believe I'd start with asking Spectrum to escalate you to a supervisor. It might be peachy on their end, but it might be an issue upline from there. Last time I had issues like this (several years ago now) it was Level 3 Denver - which WildBlue couldn't tell me so I asked to be connected to a supervisor - who did some checking and got back to me with that info.

Dusk_Coven

Over a year ago I had this issue. Disconnects upwards of 10 times per HOUR.
ISP started an investigation but suddenly after some months it cleared up and both ISP and ZOS denied having changed anything at their end.

ZOS_Bill

@bearbelly

As suggested above, you should check with your ISP to make sure they are not experiencing any issues in your area.

bearbelly

Hi @ZOS_BillE

Did that yesterday. They said no problems on their end.

From the traceroute I did yesterday (posted above under the spoiler), and the two I've run today (AM and PM), it looks to me like it could be a Akamai issue.

This is the traceroute I just ran:

Microsoft Windows [Version 10.0.18362.1016]
(c) 2019 Microsoft Corporation. All rights reserved.

C:\WINDOWS\system32>tracert 198.20.198.110

Tracing route to 198.20.198.110 over a maximum of 30 hops

1 1 ms 1 ms 1 ms SAGEMCOM [192.168.1.1]
2 17 ms 18 ms 10 ms 75.182.24.1
3 15 ms 16 ms 15 ms cpe-174-111-065-184.triad.res.rr.com [174.111.65.184]
4 13 ms 13 ms 13 ms 24.31.206.248
5 23 ms 30 ms 23 ms xe1-1-2.rlghncpop-rtr1.southeast.rr.com [24.93.64.32]
6 30 ms 30 ms 31 ms 66.109.10.176
7 28 ms 30 ms 26 ms 66.109.5.117
8 * 25 ms 23 ms ae12-xcr1.ash.cw.net [195.2.14.41]
9 38 ms 31 ms 32 ms ae3-xcr2.nyk.cw.net [195.2.21.133]
10 35 ms 36 ms 32 ms akamai-us-gw.nyk.cw.net [195.89.106.110]
11 34 ms 36 ms 36 ms po110.bs-a.sech-lga.netarch.akamai.com [23.57.97.243]
12 * * * Request timed out.
13 32 ms 34 ms 39 ms ae120.access-a.sech-lga.netarch.akamai.com [23.57.97.249]
14 34 ms 37 ms 30 ms 93.191.172.146
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.

C:\WINDOWS\system32>

I am located in the Charleston area of South Carolina.

ZOS_Bill

@bearbelly

Thank you for the update.

Have you started a ticket with support yet? If not, we suggest doing so and including your traceroute results so far.