Hello Blizzard Team,
I’m posting here because my support ticket hasn’t led to any solution, and I feel like my case is being brushed aside with generic responses and unrelated links.
I can log into World of Warcraft and play normally, but I experience random disconnects (WoW51900319) during gameplay. These are not caused by my PC or local network — I’ve tested my connection thoroughly using WinMTR during both stable and unstable sessions.
In every case where I get disconnected, the trace shows a consistent pattern: latency spikes (up to 4000 ms) and packet loss on the node ae1-br01-eqfr5.as57976.net, which I understand is part of Blizzard’s backbone or one of its upstream providers. My connection is otherwise fully stable — no issues on my router, ISP, or any earlier hops. I even tested from multiple PCs on the same network.
What’s frustrating is that when the route does not go through this node, I don’t get any disconnects at all. Same setup, same connection, same server — just a different path, and the game runs perfectly.
Support sent me a link to a forum thread about character loading issues, which is entirely unrelated — I have no issues logging in. My disconnects happen during gameplay and are clearly linked to this specific routing issue. The thread they linked also has no resolution.
I have attached a WinMTR screenshot taken immediately after a disconnect, showing the latency spike and packet loss at that node. This is not speculation — it’s documented, repeatable, and directly observable.
This problem has been happening for approximately two months now
If support agents are not trained to interpret WinMTR data, I respectfully ask that it be forwarded to someone on the network infrastructure team who can properly analyze it.
I pay for this game monthly and expect professional service and technical attention when needed. Please treat this issue seriously and escalate it as appropriate.
Thank you
|------------------------------------------------------------------------------------------|
| WinMTR statistics |
| Host - % | Sent | Recv | Best | Avrg | Wrst | Last |
|---|---|---|---|---|---|---|
| router .asus.com - 0 | 453 | 453 | 0 | 0 | 15 | 1 |
| 10.120.0.1 - 0 | 453 | 453 | 1 | 3 | 15 | 3 |
| 10.11.25.1 - 0 | 453 | 453 | 1 | 3 | 15 | 3 |
| host-80-238-116-7.jmdi.pl - 0 | 453 | 453 | 2 | 10 | 120 | 3 |
| 88.220.32.185 - 0 | 453 | 453 | 3 | 13 | 340 | 5 |
| 88.220.196.43 - 0 | 453 | 453 | 17 | 29 | 189 | 18 |
| pr01 .eqfr5.blizzardonline.net - 0 | 453 | 453 | 19 | 24 | 122 | 20 |
| ae1-br01-eqfr5 .as57976.net - 3 | 413 | 403 | 22 | 40 | 3519 | 3519 |
| No response from host - 100 | 92 | 0 | 0 | 0 | 0 | 0 |
| No response from host - 100 | 92 | 0 | 0 | 0 | 0 | 0 |
| et-0-0-1-pe03-eqam3 .as57976.net - 0 | 453 | 453 | 21 | 23 | 59 | 36 |
| 185.60.112.157 - 1 | 449 | 448 | 21 | 23 | 30 | 23 |
| ________________________________________________ | ______ | ______ | ______ | ______ | ______ | ______ |
Meanwhile, Blizzard support has been wasting my time for three days in the ticket I opened.
Instead of addressing the actual issue — the packet loss and latency spikes on their own backbone node (ae1-br01-eqfr5.as57976.net) — support agents continue replying with irrelevant copy-pasted instructions like:
- “Please reset your UI”
- “Disable your addons”
- “Try the character stuck service”
- Or links to forum threads about login issues, which I explicitly said I don’t have.
At no point has anyone from support acknowledged the WinMTR logs or attempted to escalate the problem to someone with network expertise.
This is beyond frustrating — I’m reporting a clearly documented issue in Blizzard’s own infrastructure, and all I’m getting in return is generic copy-paste that shows my messages aren’t even being read properly.
Please, Blizzard, take this seriously. If first-level support cannot handle routing issues, then pass it on to someone who can.