SG Broadband Community

this is a tracert I ran for my online game that I cant seem to play anymore
C:\WINDOWS\system32>tracert crypticstudios.com

Tracing route to crypticstudios.com [208.95.185.46]
over a maximum of 30 hops:

1 3 ms 1 ms 5 ms 192.168.1.1
2 * * * Request timed out.
3 * * * Request timed out.
4 * * * Request timed out.
5 * * * Request timed out.
6 * * * Request timed out.
7 * * * Request timed out.
8 634 ms 645 ms 632 ms 63-148-172-73.lakemac.net [63.148.172.73]
9 * * * Request timed out.
10 682 ms 683 ms 678 ms 65.120.117.250
11 690 ms 690 ms 679 ms border11.te8-1-bbnet2.bsn.pnap.net [63.251.128.1
04]
12 698 ms 677 ms 677 ms perfectworldent-4.border11.bsn.pnap.net [216.52.
61.78]
13 716 ms 719 ms 723 ms 208.95.185.225
14 681 ms 680 ms 676 ms support.crypticstudios.com [208.95.185.46]

Trace complete.
and the online game support says the problem lies with my isp is why I cant stay connected however my isp responded with this

We understand having an issue with a favorite game can be very frustrating. The Request timed out error message is not indicative of a problem by itself, it simply means that particular hop is configured to ignore Internet Control Message Protocol (ICMP) messages and doesn’t send a response to tracert’s request for information. As you can see from the messages that follow, the hop has still sent the data along to the next hop, and your connection is making it all the way to the destination patchserver2.crypticstudios.com without obstacle
so what do I do to solve my problem or get them to fix it I`m not real savvy when it comes to the net type stuff so I`m at a loss as what to ask or say

Your ISP is correct in the first statement that, if all three ping requests time out it simply means that particular hop is configured to ignore icmp pings.

However, there is still a problem with one of your ISPs nodes, because at hop 8 the latency is 683ms (0.68 seconds) ! This is simply not acceptable for normal gaming of any type, the delay is excessive. Here is what a normal trace to that host should look like:

C:\>tracert support.crypticstudios.com

Tracing route to support.crypticstudios.com [208.95.185.46] over a maximum of 30 hops:
1 <1 ms <1 ms <1 ms RT-AC68R-8DE0 [192.168.*.*]
2 11 ms 16 ms 8 ms c-50-159-*-*.hsd1.fl.comcast.net [50.159.*.*]
3 10 ms 11 ms 12 ms TenGigE0-0-0-9-sur02.kernan.fl.jacksvil.comcast.net [68.85.94.173]
4 15 ms 18 ms 16 ms te-0-1-0-3-ar02.westside.fl.jacksvil.comcast.net [68.87.164.69]
5 28 ms 20 ms 19 ms pos-0-2-0-0-cr01.56marietta.ga.ibone.comcast.net [68.86.95.45]
6 25 ms 28 ms 18 ms be-15-pe02.111eighthave.ny.ibone.comcast.net [68.86.82.246]
7 20 ms 17 ms 26 ms te0-0-0-19.ccr21.atl02.atlas.cogentco.com [154.54.10.233]
8 24 ms 40 ms 24 ms be2050.ccr41.atl01.atlas.cogentco.com [154.54.0.165]
9 36 ms 37 ms 38 ms be2170.mpd21.dca01.atlas.cogentco.com [154.54.31.106]
10 41 ms 41 ms 41 ms be2170.mpd21.dca01.atlas.cogentco.com [154.54.31.106]
11 49 ms 46 ms 53 ms be2518.ccr41.jfk02.atlas.cogentco.com [154.54.80.161]
12 53 ms 48 ms 52 ms be2094.ccr21.bos01.atlas.cogentco.com [154.54.30.14]
13 60 ms 71 ms 51 ms te3-4.ccr01.bos06.atlas.cogentco.com [154.54.46.134]
14 54 ms 71 ms 47 ms sitedown.crypticstudios.com [208.95.185.46]
Trace complete.


Note the latency is ~50ms, not ~680ms , and there are no huge latency spikes on any one hop... So you should still complain to your ISP and tell them there seems to be a huge latency/ping spike in the first hops of your connection (that do not respond to pings), those first hops are your ISP's.

I would do some traces to other domains, and, if you are experiencing similar latencies over 100-150ms (and are not on a Satellite connection) there are definitely issues with your line.

Phillip is dead on. I bet if you run a ping, you'll also see very high ping times, which is horrible for any type of low-latency application like gaming.