INITIAL REQUEST: While playing games on my desktop PC, wired directly to the ethernet, my internet seems to be inconsistent and the ping to game servers jumps to ridiculous levels.

This happens on all servers at all times of day. It is NOT related to any physical connection because I recently moved rooms due to consolidation and my problem did not change.

I have tried:
- Using 4 different ethernet cables
- With and without my network switch
- Virus, malware, and registry scans
- Network monitoring software
- Contacting all server owners to see if they could identify the issue (they all said that the signs point to a restriction to their servers from my ISP, so you guys)

So I'm wondering what is causing these awful connections to game servers. I have run internet speed tests before during and after the ping spikes and all have returned an admittedly high up/down with VERY low ping to the test server, even though I ran the test on a server in the same city as the the server I was playing on (both Chicago and Dallas). I've also been able to stream 1080p video at these times without a problem, just as a secondary test.

It's very important to me to get this resolved as soon as possible and would like to meet in person if that could give the possibility that it be solved today. I tried to use your live chat support twice to no avail.

Today I can meet in person after 4pm
Tomorrow I can meet any time before noon and after 3.

Thanks in advance and I hope we can figure this out together as soon as possible.


TECHSUPPORT: Student refuses to let us do our job so we can not help him. DK

ME: I’ve just been busy for the last few weeks. I’m sorry I’ve not had time to allow you to come run speed tests on the ethernet port in my dorm room. Will have more time after break, enjoy your fall break DK!

TECHSUPPORT: Peter,

Please call my office at (765) 285-5880 during business hours Monday - Friday from 8:00AM to 5:00PM to have an appointment schedule and to discuss your issue further together.  I would greatly appreciate it and further looking into troubleshooting your issue together.  I am here during fall break at business hours also.

Thank you and travel safely during your break,

BD

Coordinator of Labs, Systems, and PC Support


TECHSUPPORT: On 10/15/15 at 1:46PM - resident called and appointment is scheduled for 10/16/15 at 3:15PM in his room.

ME: Was wondering what the next step is for me? Brandon I believe you told me the network administrator would be keeping track of my port and I'm just wondering if that is something I have to setup, or if I'll be contacted about it later :)

TECHSUPPORT: Peter,

My name is FH.  I take care of the network for SW.  Are you available tomorrow morning before 11, ideally 10 - 11.  I would like to run some test during non peak times.  That would help us isolate any problems that may be happening in the network that is effecting your game play.

ME: Yes I am. I have class from 8-9:30am and should be free after that. I do have work at 11 though, so depending on how long this will take, the sooner the better. Also, will you be coming to the room or doing tests remotely? My roommate sleeps until around.... noon everyday haha. But if you need to come to the room I can just give him a heads up.

TECHSUPPORT: Yes, I will come to your room at 10:00.  I want to see what is happening on your end.  This shouldn't take more than 30 minutes, so you will have no problems getting to work on time.   I will be in contact with one of my coworkers in the office during the test.  He is going to monitor a couple of our other pieces of gear to help troubleshoot the problem.

ME: Alright, I'll see you then.

TECHSUPPORT: Peter,

How has your connection been, since we last spoke?

ME: I've noticed no change. Most of the day (I rarely have time to play but when I do) it seems fairly consistent and fast. To all servers my ping is very low with the occasional small spike. But from the hours of around 9pm-12am it is really hard to play. Last night my ping to a Chicago server (generally pinging 9-20 to Chicago) was never less then 130, and would spike to 300-400 ping for varying amounts of time. At one point I had 400 ping for maybe a minute and a half.

TECHSUPPORT: Peter,

At this time there is nothing more we can do to improve your gameplay in the evening.  We have given priority to all gaming traffic on the network.  At night, during the times you play, the bandwidth is maxed out.  During the day we are not at the limit, so your gameplay experience would be improved.  I know this isn't any information you want to hear, but i wanted to let you know the situation.

ME (few weeks later after being fedup with 300 ping nightly): I'm not sure if this is the best way to do this, but I'd like to reopen discussion around my previous ticket, #8197-142316. While I realize you guys have tried some things in the past I am still very unsatisfied with my internet service. I hate to be bothersome but I've done some research and talked to a lot of people much smarter than me. In the past you guys told me you placed priority on all gaming ports. I assume that this is part of your QoS system. I was curious if the ports that I needed priority on were part of your "Gaming" QoS table. I play TF2, which is probably a pretty rare game for college kids. The ports for TF2 are as follows. TCP: 27000 to 27050 UDP: 1200, 2478 to 4380, 27000 to 27050.

If you could double check this for me, or possibly place a priority on those ports it would be greatly appreciated. TF2 uses very little data, and I would greatly appreciate a decrease in latency. Thanks so much, have a great day!

TECHSUPPORT: Peter,

    Do you have lag issues in the morning(8-11am)? I know the last time we looked at this, our QoS appliance was classifying TF2 correctly as gaming traffic.



C

ME: I do. While it isn't as often, it isn't rare for my ping to go from 20-30 to 100-150 for a few seconds every few minutes

ME: I'd like to also note though that my experience in those hours is very minimal, only having played at that time a few times since August

TECHSUPPORT: Peter,

   We've been unable to find any latency issues between the dorms and the edge of our network. We have a system that continually tests the network. Latency between the dorms and our ISPs is never greater than 2ms. The fact that you have any lag issues in the morning is a red flag to me that the problem exists outside of our network. In addition to that, we've received no complaints from other gamers who have similar low latency requirements. If this happens on all of the servers you connect to, the biggest issue could just be how the application is written to use the network. At this time, there is nothing we can do to improve the experience.