Advice for Gamers #

• Try to find the IP of the game server causing the problem, this guide has details about finding the IP.
• We have a looking glass, if you want to check latency and run a traceroute to a game server.
• Try to work out in which city the game server is located to see if the latency you are seeing makes sense. You can use a GeoIP database or ask the game company.
• Our Dashboard has a city latency map to compare city latencies. UK should be around 140-150ms and EU should be around 150-160ms.
• The difference between 142ms and 147ms is probably not noticeable in game play – we’ll try our best to optimise latency, but if you are noticing a very small difference in latency it could be best to just wait and check again in a few days.
• It’s a good idea to be sure your fibre line is perfectly healthy – do an 80% UDP iPerf test.
• Please check if the problem could be with the game: Downdetector
• Consider getting an Exitlag account to optimise latency.

Opening a Support Ticket #

• Let us know when you noticed a change in game latency or when packet loss started.
• Let us know if only one game is affected and if other games are working well.
• Please do an MTR or Pingplotter test using the game server IP and send us the result. Run this test from a cabled connection (to rule out wifi problems).
• Please provide a comparison ping and traceroute – either via another ISP, or via an mobile (GSM) connection, or by using Exitlag, so we can see if lower latency is possible.
• We can sometimes get more direct peering set up with the network hosting the game – let us know if you think peering can be improved. Note: this can take a few days.
• Email our support team to open a ticket and include the troubleshooting items above