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Quinn Jovakko
Lucifer's Hammer
A Band Apart.
#41 - 2015-09-08 02:52:27 UTC
Cox here as well. Does anyone know who to contact for this sort of issue? My technical knowledge would not get me very far on the phone, I'm afraid.
Quinn Jovakko
Lucifer's Hammer
A Band Apart.
#42 - 2015-09-08 05:06:26 UTC  |  Edited by: Quinn Jovakko
Ignore my previous message. I contacted Cox. He claimed he escalated the information.

Quote:
info: Thank you for choosing Cox Communications. A representative will be with you shortly.
info: You are now chatting with 'Kenny L.'.
Kenny L.: Welcome to Cox Online Support. My name is Kenny L. I hope you are having a good day, I'll do my best to help you with your request.
Quinn Jovakko: Hi Kenny
Kenny L.: Hello, Mr. Quinn, since when are you experiencing this problem?
Quinn Jovakko: It has been about 3-4 days.
Quinn Jovakko: I am having problems connecting to an online game that I play.
Quinn Jovakko: After speaking with their tech support, it seems that the problem may be on Cox's end.
Kenny L.: Which online game if I may ask?
Quinn Jovakko: EVE Online
Kenny L.: To better assist you, I will need the following information: 1. 10-Digit Phone Number as it is listed on the account. 2. Your full name as it is listed on the account. 3. Your complete home address where the service is located.
Quinn Jovakko: ********** Quinn Jovakko OPSEC
Kenny L.: Thank you for all the information you have provided me. This will take me a moment while I look up your account information.
Kenny L.: Did you check the Internet speed that you are receiving right now?
Quinn Jovakko: My internet speeds are fine
Quinn Jovakko: I'm having trouble connecting to a specific server.
Quinn Jovakko: It looks like one of the nodes on the network is down
Quinn Jovakko: All of my traffic gets cut off at 67.17.73.93
Kenny L.: I can not tell for sure.
Kenny L.: Allow me a moment please.
Kenny L.: I will have to escalate this situation to a higher tier of technical support, within 48 hours the issue should be fixed.
Quinn Jovakko: Okay. Is there any sort of tracking number I can use to follow up if it isn't resolved?
Kenny L.: Yes, it will take a few minutes until I complete the escalation stay online for a few more minutes please.
Kenny L.: Ticket number: ****
Kenny L.: I hope that the assistance that I provided you was helpful. Do you have any other questions I may help you with?
Quinn Jovakko: That was all. Thank you
Kenny L.: You are welcome; I really hope you found our session helpful. Remember that we are available 24 hours over the chat. Thank you for choosing Cox Communications as your friend in the Digital Age. Have a good night.
Jyth Maeson
Caldari Provisions
Caldari State
#43 - 2015-09-08 05:10:27 UTC
Arizona, Cox
Matteyo
Republic University
Minmatar Republic
#44 - 2015-09-08 05:11:09 UTC
I have Cox communications as well.

It is not specifically Cox's issue; however, the issue lies with the provider that Cox is using to reach London and the data center where Tranquility is hosted. The infrastructure between Cox West and East is OK. They hand off to what appears to be global crossing/Level 3 POP. A few hops into that segment is fine, but a hop or two out from CCP's infrastructure is where the problem lies, specifically the device 204.245.39.38 or one connecting directly to it.

I have traced the route from Verizon (my cell phone service) and connectivity is fine. It uses a different path to reach TQ which is why not everyone in the US is having this issue and CCP is paying zero attention to it.

I cannot be 100% sure since I cannot traceroute all the way to TQ (tracert is blocked what I am assuming is a few hops out from ccp's infrastructure), but to eveonline.com the below problematic hop (204.245.39.38) shows up so I am assuming it is the same path to get to TQ.

Tracerouting to TQ craps out one hop after 67.17.73.137 for some reason but other than that same path from my source. It is also odd that the 67.17.X.X IPsin the path are showing around 150 ms latency and then a few hops later we are at 300+ ms so that to me smells of issues.

Tracing the route to eveonline.com (87.237.39.92)


5 ethernet11-1.csr1.lax2.gblx.net (159.63.23.21) 20 msec 20 msec 24 msec
6 te6-4-10G.ar6.LON3.gblx.net (67.16.141.137) 148 msec 152 msec 224 msec
7 204.245.39.38 144 msec 148 msec 148 msec
8 te-e2-e1.ccp.cc (87.237.37.254) 148 msec 144 msec 148 msec
9 te-d2-e2.ccp.cc (87.237.37.246) 268 msec * 260 msec
10 * * *
11 *

One2XThreeSeven-871#ping 204.245.39.38 repeat 10000

Type escape sequence to abort.
Sending 10000, 100-byte ICMP Echos to 204.245.39.38, timeout is 2 seconds:
!!!!!!!!!!!!..!!!!!!!!!!!!!!!!!!.!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!
!!!!!!!!!!!!!!!!!!!!!.!!.!!!!!!!!!!!!!!!!.!!!!!!!!!!!!!!!!!!!!!!!.!!!!
!!!.!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!.!!!!!
Success rate is 95 percent (194/203), round-trip min/avg/max = 248/292/444 ms

Just FYI, any packet loss is terrible, 5% might as well be the same as the link being down as far as playability is concerned. The latency is terrible as well 250-500ms.

This was from yesterday, now it is far worse, I could barely even get to this forum to make this post.
Sean Crees
Sean's Safe Haven
#45 - 2015-09-08 05:37:45 UTC
Matteyo wrote:
I have Cox communications as well.

It is not specifically Cox's issue; however, the issue lies with the provider that Cox is using to reach London and the data center where Tranquility is hosted. The infrastructure between Cox West and East is OK. They hand off to what appears to be global crossing/Level 3 POP. A few hops into that segment is fine, but a hop or two out from CCP's infrastructure is where the problem lies, specifically the device 204.245.39.38 or one connecting directly to it.

I have traced the route from Verizon (my cell phone service) and connectivity is fine. It uses a different path to reach TQ which is why not everyone in the US is having this issue and CCP is paying zero attention to it.

I cannot be 100% sure since I cannot traceroute all the way to TQ (tracert is blocked what I am assuming is a few hops out from ccp's infrastructure), but to eveonline.com the below problematic hop (204.245.39.38) shows up so I am assuming it is the same path to get to TQ.

Tracerouting to TQ craps out one hop after 67.17.73.137 for some reason but other than that same path from my source. It is also odd that the 67.17.X.X IPsin the path are showing around 150 ms latency and then a few hops later we are at 300+ ms so that to me smells of issues.

Tracing the route to eveonline.com (87.237.39.92)


5 ethernet11-1.csr1.lax2.gblx.net (159.63.23.21) 20 msec 20 msec 24 msec
6 te6-4-10G.ar6.LON3.gblx.net (67.16.141.137) 148 msec 152 msec 224 msec
7 204.245.39.38 144 msec 148 msec 148 msec
8 te-e2-e1.ccp.cc (87.237.37.254) 148 msec 144 msec 148 msec
9 te-d2-e2.ccp.cc (87.237.37.246) 268 msec * 260 msec
10 * * *
11 *

One2XThreeSeven-871#ping 204.245.39.38 repeat 10000

Type escape sequence to abort.
Sending 10000, 100-byte ICMP Echos to 204.245.39.38, timeout is 2 seconds:
!!!!!!!!!!!!..!!!!!!!!!!!!!!!!!!.!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!
!!!!!!!!!!!!!!!!!!!!!.!!.!!!!!!!!!!!!!!!!.!!!!!!!!!!!!!!!!!!!!!!!.!!!!
!!!.!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!.!!!!!
Success rate is 95 percent (194/203), round-trip min/avg/max = 248/292/444 ms

Just FYI, any packet loss is terrible, 5% might as well be the same as the link being down as far as playability is concerned. The latency is terrible as well 250-500ms.

This was from yesterday, now it is far worse, I could barely even get to this forum to make this post.



I'm a Tier 2 Internet Support rep for Cox (this is not an official response from the company, i'm just a guy with a job). I'm having these issues when i am playing Eve as well, and i've looked over several tracert's from customers having these issues. The problem is not on the Cox network itself. Every tracert I've seen shows we hand off traffic to Level 3 backbone, which hands off to a transatlantic cable, and the problem happens somewhere on that transatlantic cable. I don't know if Level 3 has access to different transatlantic cables or not, or how we would contact them to route the traffic down a different cable.
Cheeswrinkle Ongrard
United Caldari Navy
United Caldari Space Command.
#46 - 2015-09-08 08:59:59 UTC
So are we just at the mercy of Cox? Because we are only a small portion of ppl that are having problems with them and i doubt highly that they will do anything about it just because some of there customers can't play a game.
Budrick3
Moira.
#47 - 2015-09-08 13:21:27 UTC
I wonder if there is a way to contact the problematic server with a whois?
Sean Crees
Sean's Safe Haven
#48 - 2015-09-08 15:16:24 UTC  |  Edited by: Sean Crees
Budrick3 wrote:
I wonder if there is a way to contact the problematic server with a whois?


From the tracert's i've done, and the one's I've seen from other cox customers around the country, this is what i've found.

Here is where the problem is:
21 150 ms 150 ms 150 ms if-14-0-0.core4.ldn-london.as6453.net [80.231.76.121]
22 592 ms 643 ms * ix-12-0-0-3045.core4.ldn-london.as6453.net [195.219.67.242]

That was a small snippet from the tracert i ran from omaha, heres one of our customers in arizona that sent in a tracert showing the problem at the same IP:

13 168 ms 172 ms 166 ms if-1-0-0.core4.LDN-London.as6453.net [80.231.76.85]
14 * 453 ms * ix-12-0-0-3045.core4.LDN-London.as6453.net [195.219.67.242]

The IP in question: 195.219.67.242 seems to be owned by this company:
http://www.ip-adress.com/whois/195.219.67.242
They have contact information on that page for this node. Not sure if we should call them directly or not.

So something is going on with that 195.219.67.242 node. I don't know if the node can be repaired or routed around specifically, or if the only way to fix this is to send information down a different transatlantic cable which i think Level 3 would have control over.
Budrick3
Moira.
#49 - 2015-09-08 15:27:23 UTC
Pinging 195.219.67.242 with 32 bytes of data:
Request timed out.
Request timed out.
Reply from 195.219.67.242: bytes=32 time=247ms TTL=247
Request timed out.
Reply from 195.219.67.242: bytes=32 time=238ms TTL=247
Request timed out.
Reply from 195.219.67.242: bytes=32 time=237ms TTL=247
Reply from 195.219.67.242: bytes=32 time=250ms TTL=247
Reply from 195.219.67.242: bytes=32 time=245ms TTL=247
Request timed out.
Reply from 195.219.67.242: bytes=32 time=246ms TTL=247

Ping statistics for 195.219.67.242:
Packets: Sent = 11, Received = 6, Lost = 5 (45% loss),
Approximate round trip times in milli-seconds:
Minimum = 237ms, Maximum = 250ms, Average = 243ms

45 % PACKET LOSS ! LMAO WTF FMLShocked
Budrick3
Moira.
#50 - 2015-09-08 15:55:50 UTC
I sent the following email to the email on file 6453abuse@tatacommunications.com. Ill let you know if I get a reply.

Quote:
Hi, and thank you for your time.

I am contacting TATA communications on the behalf of myself and others because we are having difficulty in using a service that passes through one of your servers. For the past week we have been experiencing packet loss, disconnects and high latency with the server ip of 195.219.67.242. If you would be so kind to look into this problem and communicate back with me, I really would appreciate it. It is too difficult to communicate this problem to our ISP and then have them reach out to you, so we figured we would reach out to you first. We use Cox Communications for an ISP.

Pinging 195.219.67.242 with 32 bytes of data:
Request timed out.
Request timed out.
Reply from 195.219.67.242: bytes=32 time=247ms TTL=247
Request timed out.
Reply from 195.219.67.242: bytes=32 time=238ms TTL=247
Request timed out.
Reply from 195.219.67.242: bytes=32 time=237ms TTL=247
Reply from 195.219.67.242: bytes=32 time=250ms TTL=247
Reply from 195.219.67.242: bytes=32 time=245ms TTL=247
Request timed out.
Reply from 195.219.67.242: bytes=32 time=246ms TTL=247

Ping statistics for 195.219.67.242:
Packets: Sent = 11, Received = 6, Lost = 5 (45% loss),
Approximate round trip times in milli-seconds:
Minimum = 237ms, Maximum = 250ms, Average = 243ms
Madeus
Neural Nexus
#51 - 2015-09-08 16:15:52 UTC
I have cox cable as well, I seem to get stuck here uk.zip.zayo.com on the trace route
64.125.30.143 is were my trouble starts, followed by 64.125.21.22 seems like that might be something over in the UK
Budrick3
Moira.
#52 - 2015-09-08 16:40:57 UTC
trying not to jinx it, but it is running fine for me now. I am hoping that one of my magical emails has finally gotten to someone who cares, but time will tell.
Budrick3
Moira.
#53 - 2015-09-08 18:40:20 UTC
nm still getting high ping and packet loss from that server. fml.
Malcolm Fernet
State War Academy
Caldari State
#54 - 2015-09-08 19:23:37 UTC
Also can't play from home any more for the past 3 days. Also Cox (California.) Also can't complete a traceroute.
Tristis Puella
Empty You
#55 - 2015-09-08 19:44:44 UTC
Same issues here over the past few days.

Cox Cable in Oklahoma.
Malcolm Fernet
State War Academy
Caldari State
#56 - 2015-09-08 20:36:53 UTC
We need to find someone who works for Level 3 and plays EVE Online to come take a look and re-route traffic for us.

CCP can reroute outgoing traffic but can do nothing for incoming traffic, I think.
ABomb
Snuke In Her Snizz
Seventh Sanctum.
#57 - 2015-09-08 21:57:11 UTC
Been damn terrible since the end of last week but completely unplayable today.

I use Cox communications as well in FL....
CCP Explorer
C C P
C C P Alliance
#58 - 2015-09-08 23:06:34 UTC
Malcolm Fernet wrote:
We need to find someone who works for Level 3 and plays EVE Online to come take a look and re-route traffic for us.

CCP can reroute outgoing traffic but can do nothing for incoming traffic, I think.
We are aware of this issue and our network systems have been automatically rerouting outbound traffic but there is little we can do about inbound traffic.

Erlendur S. Thorsteinsson | Senior Development Director | EVE Online // CCP Games | @CCP_Explorer
Jyth Maeson
Caldari Provisions
Caldari State
#59 - 2015-09-09 01:46:25 UTC
[/quote]We are aware of this issue and our network systems have been automatically rerouting outbound traffic but there is little we can do about inbound traffic.[/quote]

Do we basically have no hope then? Are you considering getting ahold of the company and seeing what if anything they can do?
Sean Crees
Sean's Safe Haven
#60 - 2015-09-09 01:59:45 UTC
CCP Explorer wrote:
Malcolm Fernet wrote:
We need to find someone who works for Level 3 and plays EVE Online to come take a look and re-route traffic for us.

CCP can reroute outgoing traffic but can do nothing for incoming traffic, I think.
We are aware of this issue and our network systems have been automatically rerouting outbound traffic but there is little we can do about inbound traffic.


Can't you contact the backbone companies handling the inbound traffic to see if they can re-route packets down a different path?