Cant connect using mobile data [O2 UK]

Technical Support
21

TRACEROUTE:
traceroute to 82.132.215.23 (82.132.215.23), 15 hops max, 60 byte packets
1 Blizzard Blizzard 0.413 ms 0.374 ms 0.367 ms
2 37.244.24.131 (37.244.24.131) 0.581 ms 0.631 ms 0.690 ms
3 Blizzard Blizzard 1.207 ms 1.206 ms 1.246 ms
4 137.221.66.42 (137.221.66.42) 1.174 ms 1.164 ms 1.157 ms
5 137.221.78.84 (137.221.78.84) 7.066 ms 7.082 ms 7.080 ms
6 137.221.65.90 (137.221.65.90) 6.808 ms 12.112 ms 12.063 ms
7 137.221.79.32 (137.221.79.32) 7.068 ms 7.078 ms 7.441 ms
8 * * *
9 * * *
10 * * *
11 * * *
12 * * *
13 * * *
14 * * *
15 * * *

08/06/2020 06:29:42 UTC

PING:
PING 82.132.215.23 (82.132.215.23) 56(84) bytes of data.

ā€” 82.132.215.23 ping statistics ā€”
4 packets transmitted, 0 received, 100% packet loss, time 2999ms

08/06/2020 06:29:42 UTC

MTR:
Start: Mon Jun 8 06:29:42 2020 Blizzard 1.|-- Blizzard 0.0% 10 0.3 0.4 0.3 0.5 0.0
2.|-- 37.244.24.131 0.0% 10 0.5 1.5 0.5 7.8 2.2
3.|-- Blizzard 0.0% 10 1.1 1.2 1.0 1.2 0.0
4.|-- 137.221.66.42 0.0% 10 0.6 1.2 0.6 3.4 0.9
5.|-- 137.221.78.84 0.0% 10 6.8 7.1 6.7 9.0 0.6
6.|-- 137.221.65.90 0.0% 10 6.8 6.9 6.7 7.1 0.0
7.|-- 137.221.79.32 0.0% 10 7.1 13.4 6.9 65.5 18.3
8.|-- ??? 100.0 10 0.0 0.0 0.0 0.0 0.0

08/06/2020 06:29:42 UTC

22

is this being addressed? I find it wrong how Iā€™ve paid for a battlegrounds pass yet Iā€™m unable to access the gameā€¦

1 Like
23

My latest response to ticket:
ā€˜Itā€™s very likely this one is bugged and due to the technical reasons of the issue we are unable to complete this until there is a fix for all those effected.ā€™ While I appreciate it is a new technical issue I couldnā€™t help but notice that there is no time frame given for how long this fix should be expected to take. As a long time player that has purchased the latest expansion which is due for story release imminently and also having purchased a battlegrounds pass I now cant access content I have paid for and as such am not happy to wait an undetermined amount of time. I contacted o2 again and they replied with:
I have looked at your account and there is nothing to suggest that there is an issue at our end. Your postcode KTxx also has no issues with mast that would affect the 4G. If your data is working for everything else then you will need to contact Blizzard or wait for them to get a fix in place for this.
P.s. data does work for everything else

1 Like
24

I am having the exact same problem.

Iā€™m using giffgaff just as you are, but unfortunately my WiFi has been down for quite some time.

No idea what to do or how to fix this.

25

I guess I should also chip in:

  1. Performed uninstall/reinstall
  2. Can not confirm if it works from another connection as I only use data
  3. Current HS version is the latest (Version 17.2.48705)
  4. Device model is iPad 5th generation running the latest software

Here is the test performed using battle.net looking glass:

TRACEROUTE:
traceroute to 82.132.216.167 (82.132.216.167), 15 hops max, 60 byte packets
1 Blizzard Blizzard 0.369 ms 0.396 ms 0.406 ms
2 37.244.24.3 (37.244.24.3) 0.679 ms 0.801 ms 0.937 ms
3 Blizzard Blizzard 1.528 ms 1.576 ms 1.626 ms
4 137.221.66.46 (137.221.66.46) 0.802 ms 0.886 ms 0.876 ms
5 137.221.78.88 (137.221.78.88) 7.148 ms 7.155 ms 7.158 ms
6 137.221.65.90 (137.221.65.90) 7.107 ms 7.074 ms 7.068 ms
7 137.221.79.32 (137.221.79.32) 8.173 ms 7.483 ms 7.474 ms
8 * * *
9 * * *
10 * * *
11 * * *
12 * * *
13 * * *
14 * * *
15 * * *

08/06/2020 13:19:41 UTC

PING:
PING 82.132.216.167 (82.132.216.167) 56(84) bytes of data.

ā€” 82.132.216.167 ping statistics ā€”
4 packets transmitted, 0 received, 100% packet loss, time 2999ms

08/06/2020 13:19:41 UTC

MTR:
Start: Mon Jun 8 13:19:41 2020 Blizzard 1.|-- Blizzard 0.0% 10 0.4 0.4 0.3 0.4 0.0
2.|-- 37.244.24.3 0.0% 10 0.6 0.6 0.5 1.2 0.0
3.|-- Blizzard 0.0% 10 1.2 1.4 1.2 1.7 0.0
4.|-- 137.221.66.46 0.0% 10 53.5 6.0 0.6 53.5 16.7
5.|-- 137.221.78.88 0.0% 10 6.9 9.7 6.8 29.6 7.2
6.|-- 137.221.65.90 0.0% 10 14.4 9.8 6.8 27.0 6.4
7.|-- 137.221.79.32 0.0% 10 7.0 11.1 6.9 44.0 11.6
8.|-- ??? 100.0 10 0.0 0.0 0.0 0.0 0.0

08/06/2020 13:19:41 UTC

26

Had this sent to me in latest reply to ticket.

Seems it not just o2. O2 is just the latest. That post was started 25 days ago. Several work arounds it seems but havent tried any to confirm. As yet doesnt appear it has been resolved by Blizzard

27

I was running into the same problems and the solution for me came from checking in my APN settings. When I checked my APN settings in my Galaxy S10+ (Settings > Connections > Mobile networks > Access Point Names) I found that IPv6 was the only protocol listed for APN Protocol.
I found that after adding almost every other T-Mobile APN I found that all of them worked and all of them listed both IPv4 and IPv6. I believe in a recent update? (timed too coincidentally for my liking) T-Mobile changed their default APN to only include IPv6 either as a mistake or intentionally with unforseen consequences, and it would appear that the authentication servers might require an IPv4 address?
Not positive on the nitty gritty but

TLDR

try changing your APN settings in your phone. APN Protocol should include both IPv4 and IPv6 protocols.

gg

28

Thanks for the suggestion, unfortunately this didnt work for me. My APN was already listing iPV4 but went ahead an made a new APN listed both pv4/6 but still no luck

29

Sorry to double post but I have found a potential work around that people can use. Not a long term solution but works for now.

I have found that I can use a free VPN, in my case Kasper, and once the game has loaded to the menu I can turn off the VPN. The game will then continue to run on 4g. Easier than hopping on and off wifi or if there is no wifi available.
Not sure if it is possible on iOS though but guess it should work the same

30

Still no fix? Letā€™s not let this just fade into the background. Problem needs to be sorted!

31

Had the same issue (giffgaff, had issue for around 2 weeks), tried installing multiple times, clear cache etcā€¦

TRACEROUTE:
traceroute to 82.132.228.41 (82.132.228.41), 15 hops max, 60 byte packets
1 Blizzard Blizzard 0.413 ms 0.406 ms 0.406 ms
2 37.244.24.131 (37.244.24.131) 0.648 ms 0.721 ms 0.845 ms
3 Blizzard Blizzard 1.456 ms 1.457 ms 1.458 ms
4 137.221.66.42 (137.221.66.42) 1.400 ms 1.421 ms 1.423 ms
5 137.221.78.84 (137.221.78.84) 7.035 ms 7.044 ms 7.051 ms
6 137.221.65.90 (137.221.65.90) 6.968 ms 7.071 ms 7.037 ms
7 137.221.79.32 (137.221.79.32) 7.083 ms 7.031 ms 7.365 ms
8 * * *
9 * * *
10 * * *
11 * * *
12 * * *
13 * * *
14 * * *
15 * * *

19/06/2020 07:38:06 UTC

PING:
PING 82.132.228.41 (82.132.228.41) 56(84) bytes of data.

ā€” 82.132.228.41 ping statistics ā€”
4 packets transmitted, 0 received, 100% packet loss, time 2999ms

19/06/2020 07:38:06 UTC

MTR:
Start: Fri Jun 19 07:38:06 2020 Blizzard 1.|-- Blizzard 0.0% 10 0.3 0.6 0.3 2.8 0.6
2.|-- 37.244.24.131 0.0% 10 2.1 0.7 0.5 2.1 0.5
3.|-- Blizzard 0.0% 10 1.1 1.2 0.8 1.4 0.0
4.|-- 137.221.66.42 0.0% 10 0.6 0.7 0.5 0.8 0.0
5.|-- 137.221.78.84 0.0% 10 6.7 141.7 6.7 514.3 181.9
6.|-- 137.221.65.90 0.0% 10 6.9 9.5 6.8 22.2 5.4
7.|-- 137.221.79.32 0.0% 10 7.2 8.2 6.9 16.6 2.9
8.|-- ??? 100.0 10 0.0 0.0 0.0 0.0 0.0

19/06/2020 07:38:06 UTC

32

I canā€™t connect to Hearthstone using my mobile data. But I can connect using WiFi

Iā€™m on Giffgaff network using android 9.0 using a Sony phone. Please fix this.

TRACEROUTE:
traceroute to 82.132.187.55 (82.132.187.55), 15 hops max, 60 byte packets
1 Blizzard Blizzard 0.274 ms 0.265 ms 0.264 ms
2 37.244.24.131 (37.244.24.131) 0.874 ms 0.881 ms 0.880 ms
3 Blizzard Blizzard 1.280 ms 1.292 ms 1.292 ms
4 137.221.66.42 (137.221.66.42) 0.564 ms 0.578 ms 0.578 ms
5 137.221.78.84 (137.221.78.84) 204.935 ms 204.951 ms 204.953 ms
6 137.221.65.90 (137.221.65.90) 6.789 ms 6.765 ms 6.740 ms
7 137.221.79.32 (137.221.79.32) 7.079 ms 7.084 ms 7.249 ms
8 * * *
9 * * *
10 * * *
11 * * *
12 * * *
13 * * *
14 * * *
15 * * *

23/06/2020 17:06:46 UTC

PING:
PING 82.132.187.55 (82.132.187.55) 56(84) bytes of data.

ā€” 82.132.187.55 ping statistics ā€”
4 packets transmitted, 0 received, 100% packet loss, time 2999ms

23/06/2020 17:06:46 UTC

MTR:
Start: Tue Jun 23 17:06:46 2020 Blizzard 1.|-- Blizzard 0.0% 10 0.3 0.3 0.2 0.4 0.0
2.|-- 37.244.24.131 0.0% 10 0.4 0.5 0.4 0.6 0.0
3.|-- Blizzard 0.0% 10 1.1 1.2 0.8 1.5 0.0
4.|-- 137.221.66.42 0.0% 10 0.5 1.7 0.5 7.9 2.2
5.|-- 137.221.78.84 0.0% 10 148.3 208.9 6.7 872.3 275.4
6.|-- 137.221.65.90 0.0% 10 6.9 8.0 6.8 18.6 3.7
7.|-- 137.221.79.32 0.0% 10 6.9 7.0 6.8 7.5 0.0
8.|-- ??? 100.0 10 0.0 0.0 0.0 0.0 0.0

23/06/2020 17:06:46 UTC

33

Any updates for this issue. Iā€™ve posted the issue on the Giffgaff forums and getting in nowhereā€¦

1 Like
34

Hey there,

Sorry for not adding the update here as well, but you can find the latest info about this in the US thread over here.

Thanks to everyone who helped troubleshoot the issue and I hope a permanent fix can be rolled out soon!

35

The issue the is that this fix hasnā€™t worked for me at leastā€¦copied the access point and swapped to IPv4/ IPv6, but game still wonā€™t connectā€¦

36

I have tried various settings and found a solution which works for me.

Create a new APN, enter all values suggested by your provider (giffgaff, O2 in my case) and everything will work fine. Basically you have to use IPv4 Protocol ONLY.

EDIT: launched the game once and it doesnā€™t work againā€¦

37

That doesnā€™t work for me. I got us to work using a paid Vpn app but only for the duration of the free trialā€¦ I donā€™t want to pay to fix a bug.

Apparently Giffgaff are aware of the issue and working on it according to their forums

38

Its not a giff gaff or O2 issue, it is blizzardā€™s. Hearthstone fails to connect using Ipv6. They have said as much in US forum. Still no fix for issues going back months. Great for anyone who bought battlegrounds passā€¦
Donā€™t feel comfortable with a VPN having access to my device or screwing with its settings to workaround an issue Blizzard needs to fix

39

New patch, still no fix

40

Hoping maybe weā€™ll see a fix when new set releasesā€¦