07-08-2012 12:04:36 AM - edited 07-08-2012 12:13:27 AM
This seems like it would be a lot easier to email to you (ATT) (alas, I cannot find an email) than to explain over the phone or on "live chat". Feel free to forward it to someone who can help me better if you cannot.
I play an online game called "Diablo 3". I was a very unique issue where I would disconnect (and die). I contacted their customer support. After asking me for a pathping file, he told me to make a traceroute file. If I found that there were asterisks on the "hops" in between their server, that is a problem I should take up with my ISP (Indeed, there are asterisks). Here is the message:
"Open the tracert.txt file. You will see 3 kinds of information regarding the route that internet traffic is taking from your computer to the realm you chose:
1) The number on the far left is the hop number.
2) The next 3 numbers (with 'ms' after each one) is the length of time, in milliseconds, it takes for your computer to receive a response from the computer you are trying to contact. A high value, for example greater than 200 ms for broadband or 350 ms for dial-up indicates that traffic is slow, and can cause latency or 'laggy' play.
Asterisks (*) indicate that your computer did not receive a response from the computer you are trying to contact at all, which can keep you from connecting to our servers all together, or cause you to be disconnected abruptly.
3) The final piece of information is the DNS (or 'name') and/or the IP number of server you are trying to contact on this hop. If you did not receive any responses from this server, you may receive an error message such as 'Request Timed Out' or 'Destination Net Unreachable'.
Since our Battle.net servers are protected from unsolicited traffic and attacks, all the hops after you have reached our server may give you an error message such as 'Request Timed Out' or 'Destination Net Unreachable'. Our current server names begin with various mixes of numbers and letters, and end in the following addresses:
attens.net (example: mdf1-bi8k-1-ve-114.lax1.attens.net)
All error messages you may receive after contacting our server can be safely ignored for troubleshooting purposes, and they do NOT indicate a problem with your internet connection.
If you see any error messages or asterisks in your trace route for the hops before you reach our servers, you may need to contact your Internet Service Provider (ISP) and provide them your trace route information for further troubleshooting. Once the information has been submitted, it may take several days for the problem to be identified and resolved. Remember that Blizzard Entertainment can only ask your ISP to fix an issue; the best results come when you contact your ISP directly."
Since I cannot directly attach the pathping or tracert files to this message, and to cut down this massive wall of text, I have uploaded them to http://pastebin.com/V0Eaq2ve (trace route) and http://pastebin.com/rEvZw5f7 (path ping).
07-08-2012 06:34:50 AM