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Problem with traffic to Blizzard servers (World of Warcraft) via Cogentco
The traffic from my house in AZ is sent to Phoenix and then sent out to a Cogentco connection between Cox and ATT (Blizzards provider). At the Cogentco interface there appears to be a problem with saturation and our data is being slowed down considerably by this saturation. I am not the only one experiencing this issue. Below are the links to multiple threads showing many people with problems connecting from the AZ area and others (some on different ISPs but still routing through Cogentco).
http://us.battle.net/wow/en/forum/topic/7006347308
http://us.battle.net/wow/en/forum/topic/7593741008
http://us.battle.net/wow/en/forum/topic/7592401496
http://us.battle.net/wow/en/forum/topic/7593741878
http://us.battle.net/wow/en/forum/topic/6552145272
When I call and try to get some sort of help from customer service, they have no clue what Im talking about and cant give me any means of contacting someone who does. When I contacted someone from the home networking department (which I was told to do via the online customer chat) I was passed around to someone else after explaining what the problem was to one person, and then while trying to explain the issue to this person I was hung up on.
Im sure Im going to be told this isnt an ISP problem but rather a problem on Blizzards end. And it isnt exactly a Cox Comm problem but it is a problem with how you route our traffic. Everyone who is being routed through these Cogentco connections is having the same issue, regardless of who their ISP is. Cogentco wont do anything to address the issue because we arent their customers and have told us that we need to contact our ISPs so that the ISP can address the issue with Cogentco.
Please do something to fix this.
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ElgorKad
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12 Messages
Let's just suggest for one moment (and I don't fully agree), that this really isn't a cox issue.
Chris - are you suggesting that we call L3 or AT&T? I appreciate your staying in the conversation but callling AT&T or L3 or whichever one of your partners where the problems lie is exactly what COX should do.
We pay money to you for a service - not for excuses and "it's not my fault"
I would like to know the tracking number for the incident COX has raised to AT&T, Cogent, L3 or whoever to get this problem resolved.
If this is their problem - then what is COX doing to ensure the service provided meets the needs of the people paying Cox?
Cowboy up!
Reluctantly looking up DSL providers at this point...
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ChrisL
Former Moderator
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7.1K Messages
I see now, looking back at your previous post again with this information it appears you have loss starting at your first hop suggesting there may be a signal or equipment issue at your residence that needs to be investigated further.
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ChrisL
Former Moderator
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7.1K Messages
I haven't seen any data to indicate that Level 3 is involved in any way. The issue lies with the link between Cogento and Blizzard's ISP which is AT&T and therefore we dot not have a ticket open for this since there is no issue on our end that needs to be corrected. The Internet service we provide is working at this time despite some of the issues affecting Blizzard's services.
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ElgorKad
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Well that's good, we are agreed that there is a problem.
So if I understand you correctly the assertion is...
paying customer > cox > cogent > att > blizzard
...and the issue lies with AT&T
May I presume cox has raised incident/problem with cogent asking them to raise incident/problem with AT&T?
If not, why not?! The expectation, and I don't think it's unreasonable, is that my service provider to whom I pay a non-trivial amount of money every month is proactively working to resolve this. Not just saying "not my issue" and walking away.
After 15 some-odd years of service with Cox this is the first time I've seen this kind of poor response to situation.
This is how I connect with my kids when I'm on the road. It's not just a bunch of nerds wanting to play their game. For me this is personal, this is family and this is important.
Please help.
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ChrisL
Former Moderator
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7.1K Messages
This actually isn't the first time Blizzard has encountered problems with AT&T. In the past we have reached out to them and offered to collaborate however they did not respond to our offers.
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ElgorKad
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12 Messages
Has Cox reached out this time?
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WayneJ
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2 Messages
Chris,
You are seriously an idiot... You're claiming the issue isn't on your end... Yet the routing changes were done by Cox... Traffic now routes over Cogentco instead of XO communications... You want to seriously tell me I'm wrong? Would like an ID number for you so I can make a phone call over to your supe...
I know a lot of people that work for cox, the routing changes were purely a money crunch... Chris couldn't actually do anything but pass along the info on this forum, beyond that, he's a lowbie nobody @ cox whose purpose is to give warm fuzzy's... Which might I add are far from warm...
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Rabbit7
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Was beginning to think these periods of extremely high latency were a router issue before reading up on the forums. Here is my latest tracert but have no idea how beneficial it will be as the issues at Cogent seem to be fairly obvious. I would like to say that I pay good money for a preferred tier package, have been with Cox for over 15 years and if Cox can't real in its subcontractors then I will be very shortly an ex-Cox customer
3 8 ms 10 ms 18 ms 10.39.0.1
4 9 ms 11 ms 9 ms 172.21.0.118
5 14 ms 23 ms 11 ms 70.169.73.196
6 17 ms 10 ms 10 ms 70.169.75.157
7 * 26 ms 22 ms langbprj02-ae2.rd.la.cox.net [68.1.1.19]
8 22 ms 23 ms 24 ms te0-7-0-21.ccr22.lax05.atlas.cogentco.com [154.54.13.129]
9 24 ms 23 ms 23 ms 154.54.88.194
10 59 ms 72 ms 59 ms te0-3-0-6.mpd22.iah01.atlas.cogentco.com [154.54.0.254]
11 64 ms 63 ms 63 ms te0-3-0-5.ccr22.dfw01.atlas.cogentco.com [154.54.24.26]
12 74 ms 75 ms 74 ms te0-2-0-1.ccr22.mci01.atlas.cogentco.com [154.54.46.217]
13 89 ms 87 ms 90 ms te0-7-0-33.ccr22.ord01.atlas.cogentco.com [154.54.30.102]
14 87 ms 87 ms 87 ms te0-6-0-0.ccr22.ord03.atlas.cogentco.com [154.54.29.22]
15 100 ms 99 ms 99 ms att.ord03.atlas.cogentco.com [154.54.12.86]
16 100 ms 103 ms 99 ms cr1.cgcil.ip.att.net [12.122.84.54]
17 98 ms 99 ms * gar2.clboh.ip.att.net [12.122.133.197]
18 103 ms * 101 ms 12.122.251.50
19 101 ms 99 ms 100 ms 63.240.130.210
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.
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silbay
New Contributor
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2 Messages
Gentlemen, the problem is not just with Blizz (gotten horrid on my end here in VA) but also ebay, and others.
I already have found the fix and will be applying it next week. FIOS.
Many of my engineers have given up on Cox and switched and have no problems. I have been with Cox since I worked for a local computer dealer that was a Cox reseller in the early days. We used to call Cox and tell their own techs about problems on their network since they were ignorant of problems. Glad to see nothing has changed over the years except the price steadily climbing.
Well I have had enough as have many others, dropped their TV service due to lack of support and high price, guess cable is going next.
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ElgorKad
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12 Messages
Setting aside the name calling (come on guys, that doesn't help...)
Chris is it correct that Cox recently switched routing?
Put it back!
I'm still waiting for response that shows Cox is doing something about this other than saying 'not my fault'
And, without name calling, I will give this one more week and after 15 years will be switching to CenturyLink
Chris - what escalations have been done? what is cox doing to get your subcontractors to fix this?
Thanks
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ElgorKad
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Update...
Here's the latest remarks from blizzard and its something actionable!
Yes, there is an issue with Cogentco. This is a major network hub and part of the internet backbone for the country. Currently one of their routers that a large part of the contry runs through is affecting our service. We've contacted AT&T the people who provide our network and they've contacted Cogentco. At this point we simply have to wait for Cogentco to fix the issue with their network, and they haven't given either of us an ETA on this.
At this point all we can do is ask to contact your internet provider and ask them to route around cognetco. I do apologize that this has happened and assure you we're working with the company that is having the issue in order to have it resolved as quickly as possible.
Chris - this is directly inline with the conversation about the change Cox made to route to Cogent.
Put it back and the issue goes away! Get our traffic of Cogent ... and save me the pain of switching to centurylink!
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ElgorKad
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12 Messages
Tried getting online with the kids to play tonight....lag so bad we quit
Long weekend, overnight maintenance window would be a great time to hop back to XO from horrible cogent sub-contractor....hint hint
Come on Cox, fix this. IT IS SOMETHING YOU CAN ADDRESS.
NO MORE EXCUSES
I will save $100 per month for the first year with centurylink....clock is ticking...
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arorrer
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At least you have an option. I live smack dab in the middle of Tucson,AZ and I can't get any other provider. I'm monopolized by an ISP who doesn't know how to be remotely helpful. I spoke to cogent, they told me to have Cox open tickets with them for EVERY CASE. Alternatively, reroute us. I'd LOVE to change providers. I've never enjoyed being a Cox customer. The only thing they are good at... The runaround.
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JDnPhx
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I've been suffering with this problem as well. I've been in contact with Blizzard customer support and they've confirmed that there is an identified issue with Cogent; they've logged a ticket with AT&T but still do not have an ETA.
Most of us pay a VERY non-trivial sum for our services through Cox, and up until now I have had few service problems. To claim that because it is not within your hardware\infrastructure that there is nothing you can do is bollocks; YOU switched to Cogent, and to numerous customers, the performance is now unacceptable.
I am giving this to the end of the week for Cox to put forward details on how they are resolving this issue. I am not going to threaten to change services; I will be contacting the Better Business Bureau, and (if necessary) local media about your inaction on this problem.
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Bluepoet
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4 Messages
Same problem here, and in the same time frame. I switched to cable mid-last year, from dsl, and immediately saw a great improvement in lag/ping times, in game.
I have ordered a new cable modem, and the premiere speed upgrade. Upon reading this thread, my hope for improvement seems remote.
I made the switch to Cox, very reluctantly, because I had their TV service years ago, when they were the only provider in my area. Their service and support was horrendous, back then. I hope that is not something that has been carried over, in the ensuing years.
Meanwhile, in game, I am having to bow out of raids, because of the latency--as a healer, I simply can't afford to have any more than about 200 latency, and still be able to keep my team alive.
Please do whatever must be done to resolve this issue, Cox. I'm not even going to bother resorting to ultimatums...
Will begging help?
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