Internet is not stable and keeps disconnecting, especially when online gaming
11 months ago
Device model: Speedport Smart 3
Firmware version: 010137.5.1.001.0
Service: MagentaZuhause XXL
Hey there! I connect my PC directly to the router through a LAN cable. Starting October last year I've started having short, quick disconnects mostly when online gaming. It has now gotten to a point where I expect 100% to get disconnected from every gaming session, repeatedly, until I finally give up trying. These are short disconnects that happen every 1 to 5 minutes playing, and continue intermittently. On the odd occurrence, I get to play for 15 to 20 minutes until it happens again. No Matter what game or where servers are located (Battlefield, Hunt, Remnant, Diablo, etc.). It happens less often when connected to videocalls for work, but it still does (these on a notebook connected on wi-fi).
I did a factory reset, but this made no difference. I also tried reporting the problem over Frag Magenta, but by the time we get to the phone, I always get connected to someone who only speaks German and I have an impossible time trying to communicate the issue (this is my bad - I still have a long way until I get to a good level of German language skills).
Any clue what the issue could be and how to solve it? Do let me know if there's any other info you need from me.
Thank you very much for your support!
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11 months ago
On the odd occurrence, I get to play for 15 to 20 minutes until it happens again. No Matter what game or where servers are located (Battlefield, Hunt, Remnant, Diablo, etc.).
Read this:
https://telekomhilft.telekom.de/t5/Festnetz-Internet/Peeringprobleme-Probleme-bei-Datenuebertragung-hohe-PING-Zeiten/ta-p/4265259
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11 months ago
Thank you for the article reference.
So, does this basically mean there is nothing that can be done? Telekom subscribers do not get to play online like any other gamer would?
Please correct me if I'm wrong - I'd hope there is some light at the end of the tunnel (and it's not an incoming train!).
Thanks!
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11 months ago
Hey Satcho,
I don't know why people keep linking to this article from 2021. It's pretty useless. And there's a weird amount of people on here that believe that DT can do no wrong, and every problem is your own.
I (and many others on this forum) am currently facing an issue with certain sites behind Cloudflare like openai.com, deepl.com and discord.com. This only seems to affect users on Magenta XL and those who are routed through cloudflare-gw.cr0-muc1.ip4.gtt.net which looks like it's in Munich and also where I am located.
Your issue sounds different though and all games seem to work fine for me (Helldivers, CS2, The Finals for example).
Maybe start by trying to identify some latency problems to the Diablo 4 servers. You can also start something like ping -t 34.159.2.39 from your command prompt (That's a Diablo 4 Europe IP, which I got from here https://us.forums.blizzard.com/en/d4/t/server-location-list/22279), and try to see if you're getting timeouts when your connection is dropping. You should also run ping -t 192.168.2.1 to see if you're losing connection to your router when these drops are happening. I got the 192.168.2.1 address from the Speedport manual, but if you're getting timeouts straight away you should try ipconfig /all and check what the default gateway IP is. That's your router.
If you're getting timeouts pinging your router, it's definitely something local.
Figuring out network problem is just a game of elimination until you can pinpoint exactly where the problem starts. If you need some more ideas just lemme know.
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11 months ago
Hi Martin - I was in a work meeting and couldn't take the call. Thank you for reaching out anyway! Would later today (at about 4pm CEST for example) work for you?
Thank you!
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11 months ago
Hi @Satcho.
We will gladly call you around 4pm.
Please make sure that you can provide your customer number and your last 6 digits of your IBAN because of authorization reasons.
Kind regards,
Martin Bo.
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11 months ago
@Satcho I couldn't reach you. Is 4 pm generally a good time to reach you?
Sören
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11 months ago
I replied privately that I missed the call by a few seconds. I am here now. Thanks!
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11 months ago
@Satcho Thank you for the pleasant call. From our side the connection looks good. That leads to the assumption that the issue lies in your home network.
The robo-vacuum or even the ethernet cable could be the cause of the disconnects.
If that is not working we can try to change your Speedport Smart 3 with a newer model.
Looking forward to your feedback.
Sören
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10 months ago
Hi Sören - thank you so much for your help and support! I've been testing throughout the weekend and things have improved drastically. Disconnecting everything and resetting the router seems to have done the trick. Additionally, I changed the ethernet cable today for newer technology and potentially improved reliability (doesn't hurt to keep all bases covered!).
Seeing how this has already happened once and you mentioned the "build-up" of connections would probably repeat itself, would it make sense to change to a new model 9would that fix it?) or flushing everything once per quarter would be sufficient?
Thank you again!
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10 months ago
Hi @Satcho,
if it works right now, I do not think it is necessary, to change anything.
Anyway, it may be an update to change to a new model.
Sincerely,
Johannes
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