by Ivarrr Contributor
Contributor

Steam connectivity issues New SmartHub

Hi EE,

 

Moved to EE nearly 2 weeks ago with the new Smart Hub,

 

Happy with the down & upload speeds and ping.

 

I do however experience some issues in with Steam games that I didn't have two weeks ago.

 

Roughly half of the multiplayer games work fine in regards to connecting and network performance.

 

But with the other half I can  only see in-game servers or lobby's but it won't connect. (server timed out etc.)

 

Whilst my steam friends can connect fine to it, and it did work 2 weeks ago before the transfer.

 

I did some research and checked that uPnP is active, but I have the suspicion that either some P2P traffic isn't allowed, or that my IP isn't public?

 

I tried everything in regards to firewalls (that were unchanged from 2 weeks ago) to port fowarding.

 

Please let me know what is possible as I would like it fixed.

 

Kind regards,

 

IvZ

1 SOLUTION

Accepted Solutions
by Ivarrr Contributor
Contributor
Solution

Re: Steam connectivity issues New SmartHub

Hi Chris,

 

I tested it yesterday and today and all of a sudden it works!

 

I personally haven't changed any settings (was done tweaking over christmas and new years). But I toughed to try it out and it seems to run fine.

 

Thanks everyone for your assistance, ticket can be closed. I don't know if the game had an update, or the router, but I'm glad it's over! (For me..)

 

Good luck!

Ivz

View solution in original post

17 REPLIES 17
by Grand Master
Grand Master

Re: Steam connectivity issues New SmartHub

The IP you get from EE Home BB is public.

 

What is your tracert to your game server?

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If you think I helped please feel free to hit the "Thumbs Up" button below.

To phone EE: The local rate landline number +44 207 362 0200 or Freephone +44 800 079 8586 - Option 1 for Mobiles; Option 2 for 4G WiFi; Option 3 for Home Broadband & EE TV.

ISPs: 1999: Freeserve 48K Dial-Up => 2005: Wanadoo 1 Meg BB => 2007: Orange 2 Meg BB => 2008: Orange 8 Meg LLU => 2010: Orange 16 Meg LLU => 2011: Orange 20 Meg WBC => 2014: EE 20 Meg WBC
by Ivarrr Contributor
Contributor

Re: Steam connectivity issues New SmartHub

Hi XraySpex,

 

One of the games is using:

 

https://5107.playfabapi.com/ Warhammer Vermintide 2.

 

Other one I don't know yet but can find out if needed.

 

Many thanks.

by Grand Master
Grand Master

Re: Steam connectivity issues New SmartHub

So do a tracert to it.

__________________________________________________________________________________________
If you think I helped please feel free to hit the "Thumbs Up" button below.

To phone EE: The local rate landline number +44 207 362 0200 or Freephone +44 800 079 8586 - Option 1 for Mobiles; Option 2 for 4G WiFi; Option 3 for Home Broadband & EE TV.

ISPs: 1999: Freeserve 48K Dial-Up => 2005: Wanadoo 1 Meg BB => 2007: Orange 2 Meg BB => 2008: Orange 8 Meg LLU => 2010: Orange 16 Meg LLU => 2011: Orange 20 Meg WBC => 2014: EE 20 Meg WBC
by Ivarrr Contributor
Contributor

Re: Steam connectivity issues New SmartHub

Tracing route to p-heavy-mainserver-1765130438.us-west-2.elb.amazonaws.com [54.213.226.212]
over a maximum of 30 hops:

1 2 ms 4 ms 4 ms eehub.home [192.168.1.254]
2 7 ms 7 ms 9 ms 172.16.19.104
3 * * * Request timed out.
4 10 ms 11 ms 10 ms a213-1-121-13.imsnet3.btopenworld.com [213.1.121.13]
5 21 ms 23 ms 22 ms 213.121.98.10
6 25 ms 25 ms 27 ms 87.237.20.128
7 22 ms 22 ms 25 ms lag-107.ear1.London1.Level3.net [212.187.166.145]
8 * * * Request timed out.
9 158 ms 156 ms 158 ms 4.16.146.90
10 * * * Request timed out.
11 * * * Request timed out.
12 * * * Request timed out.
13 * * * Request timed out.

14 * * * Request timed out.
15 * * * Request timed out.
16 * * * Request timed out.
17 * * * Request timed out.
18 * * * Request timed out.
19 * * * Request timed out.
20 172 ms 172 ms 179 ms 54.239.48.185

21 * * * Request timed out.
22 * * * Request timed out.

by Ivarrr Contributor
Contributor

Re: Steam connectivity issues New SmartHub

Tried the same server today and the BBC for comparison: 

 

tracert 5107.playfabapi.com

Tracing route to p-heavy-mainserver-1765130438.us-west-2.elb.amazonaws.com [54.213.226.212]
over a maximum of 30 hops:

1 2 ms 3 ms 2 ms eehub.home [192.168.1.254]
2 12 ms 6 ms 7 ms 172.16.19.104
3 * * * Request timed out.
4 18 ms 16 ms 14 ms a213-1-121-13.imsnet3.btopenworld.com [213.1.121.13]
5 24 ms 23 ms 24 ms 213.1.78.138
6 25 ms 27 ms 26 ms 87.237.20.128
7 23 ms 26 ms 24 ms lag-107.ear1.London1.Level3.net [212.187.166.145]
8 * 176 ms 166 ms ae-2-52.ear2.Seattle1.Level3.net [4.69.206.65]
9 162 ms 162 ms 162 ms 4.16.146.90
10 * * * Request timed out.
11 * * * Request timed out.
12 * * * Request timed out.
13 * * * Request timed out.
14 * * * Request timed out.
15 * * * Request timed out.
16 * * * Request timed out.
17 * * * Request timed out.
18 * * * Request timed out.
19 * * * Request timed out.
20 * * * Request timed out.
21 * * * Request timed out.
22 * * * Request timed out.
23 * * * Request timed out.
24 * * * Request timed out.
25 * * * Request timed out.
26 * * * Request timed out.
27 * * * Request timed out.
28 * * * Request timed out.
29 * * * Request timed out.
30 * * * Request timed out.

Trace complete.

 

BBC:

 

Tracing route to BBC.co.uk [151.101.64.81]
over a maximum of 30 hops:

1 3 ms 2 ms 5 ms eehub.home [192.168.1.254]
2 8 ms 10 ms 7 ms 172.16.19.104
3 * * * Request timed out.
4 15 ms 13 ms 14 ms a213-1-121-13.imsnet3.btopenworld.com [213.1.121.13]
5 25 ms 30 ms 27 ms 213.121.98.10
6 24 ms 32 ms 23 ms 87.237.20.128
7 23 ms 23 ms 22 ms 199.27.73.44
8 24 ms 44 ms 23 ms 151.101.64.81

Trace complete.

 

 

by Ivarrr Contributor
Contributor

Re: Steam connectivity issues New SmartHub

Hi guys, 

 

Is there any other diagnostic information you need? Happy to facilitate if required.

 

Many Thanks! Ivz

by Grand Master
Grand Master

Re: Steam connectivity issues New SmartHub

1. Post your full router stats.

For a BrightBox: login and go to Advanced Settings/ System/ DSL Status. Also post 'System Uptime' from top of System Log page.

For a SmartHub: login and go to Advanced Settings/ Technical Log/ Information.

Full router stats are key to any speed & connection issues.

2. Try a wired speedtest, using an Ethernet cable supplied with the router, here http://www.thinkbroadband.com/speedtest.html . Click on the "Results Page" button at the bottom of the graph you first see and then copy to here just the "Link to this result:" link that you see below the next main graph.

__________________________________________________________________________________________
If you think I helped please feel free to hit the "Thumbs Up" button below.

To phone EE: The local rate landline number +44 207 362 0200 or Freephone +44 800 079 8586 - Option 1 for Mobiles; Option 2 for 4G WiFi; Option 3 for Home Broadband & EE TV.

ISPs: 1999: Freeserve 48K Dial-Up => 2005: Wanadoo 1 Meg BB => 2007: Orange 2 Meg BB => 2008: Orange 8 Meg LLU => 2010: Orange 16 Meg LLU => 2011: Orange 20 Meg WBC => 2014: EE 20 Meg WBC
by Ivarrr Contributor
Contributor

Re: Steam connectivity issues New SmartHub

Hi XRaySpeX,
 
EE Smart Hub Manager
 
 
 

Technical log

 
Information Event log
This is a list of your EE Smart Hub settings and current statistics.
Product name:Smart Hub
 
Serial number:+EEH001+1925004398
 
Firmware version:v0.00.24.06190-EE
 
Firmware Updated:Your Firmware has not been updated.
 
Board version:01
 
DSL uptime:0 Days, 9 Hours, 28 Mins, 29 Secs
 
Data rate:20.00 Mbps / 80.00 Mbps
 
Maximum Data rate:31.52 Mbps / 90.73 Mbps
 
Noise margin (up/down):14.1 / 8.9
 
Line attenuation (up/down):9.5 / 7.9
 
Signal attenuation (up/down):9.3 / 7.9
 
Data sent / received:39.6 MB / 145.3 MB
 
Broadband username:PRODUCTIONHQNUN459660217@fs
 
2.4 GHz wireless network name:EE-Hub-Pq2i
 
2.4 GHz wireless channel:Smart (Channel 6)
 
5 GHz wireless network name:EE-Hub-Pq2i
 
5 GHz wireless channel:Smart (Channel 44)
 
Wireless security:WPA2
 
Wireless mode:Mode 1
 
Firewall:Disabled
 
MAC address:04:A2:22:5B:0A:47
 
Software variant:-
 
Boot loader:0.0.3-EE (Mon Dec 4 17:32:53 2017)
 
Speed test (via wifi next to the router with my phone) showed 71 mbps down 19 up and latency of 37ms
 
Via the computer (which isn't connected via cable) I get
by Grand Master
Grand Master

Re: Steam connectivity issues New SmartHub

There's nowt wrong with the BB but I can't account for your gaming issues.

__________________________________________________________________________________________
If you think I helped please feel free to hit the "Thumbs Up" button below.

To phone EE: The local rate landline number +44 207 362 0200 or Freephone +44 800 079 8586 - Option 1 for Mobiles; Option 2 for 4G WiFi; Option 3 for Home Broadband & EE TV.

ISPs: 1999: Freeserve 48K Dial-Up => 2005: Wanadoo 1 Meg BB => 2007: Orange 2 Meg BB => 2008: Orange 8 Meg LLU => 2010: Orange 16 Meg LLU => 2011: Orange 20 Meg WBC => 2014: EE 20 Meg WBC
by Ivarrr Contributor
Contributor

Re: Steam connectivity issues New SmartHub

I just went into the game console and noticed the following messages:

 

09:49:43.341 [Steam] Accepted session request from 1100001127035ba

09:49:47.103 [Connection] Creating endpoint 1100001127035ba - inbound message

09:49:47.103 [Connection] Setting transport socket buffer size to 9600 for 512.0 kbps, this may cause a buffer latency of 0.150 s

09:49:47.103 [SteamAuthenticator] Got ticket request from 1100001127035ba

09:49:47.103 [SteamAuthenticator] GetAuthSessionTicket 1100001127035ba

09:49:47.103 [SteamAuthenticator] Sent ticket to 1100001127035ba

09:49:47.105 [Lua] [ChatManager][1]System: DELETED FOR UPLOAD is joining the game

09:49:47.123 [SteamAuthenticator] Sent ticket request to 1100001127035ba

09:49:47.184 [SteamAuthenticator] Got ticket from 1100001127035ba

09:49:47.184 [SteamAuthenticator] BeginAuthSession 1100001127035ba

09:49:47.184 [SteamAuthenticator] Authenticating 1100001127035ba

09:49:47.523 [SteamAuthenticator] Steam validation for 1100001127035ba with response 0

09:49:47.603 [Connection] Dropping packet from 1100001127035ba since remote session is unknown yet

09:49:47.843 [Connection] Dropping packet from 1100001127035ba since remote session is unknown yet

09:49:48.043 [Connection] Dropping packet from 1100001127035ba since remote session is unknown yet

09:49:48.123 [Connection] Dropping packet from 1100001127035ba since remote session is unknown yet

09:49:48.283 [Connection] Dropping packet from 1100001127035ba since remote session is unknown yet

09:49:48.524 [Connection] Dropping packet from 1100001127035ba since remote session is unknown yet

09:49:48.644 [Connection] Dropping packet from 1100001127035ba since remote session is unknown yet

09:49:48.744 [Connection] Dropping packet from 1100001127035ba since remote session is unknown yet

 

With my previous provider it went to:

 

[SteamAuthenticator] Got ticket from 11000010433ab38
19:28:36.541 [SteamAuthenticator] BeginAuthSession 11000010433ab38
19:28:36.541 [SteamAuthenticator] Authenticating 11000010433ab38
19:28:36.555 [SteamAuthenticator] Got ticket request from 11000010433ab38
19:28:36.555 [SteamAuthenticator] GetAuthSessionTicket 11000010433ab38
19:28:36.555 [SteamAuthenticator] Sent ticket to 11000010433ab38

[SteamAuthenticator] Steam validation for 11000010433ab38 with response 0
19:28:36.996 [Connection] New session id 2 to 11000010433ab38.
19:28:37.036 [Lua] PlayFabMirror:_commit_internal 4
19:28:37.036 [Lua] [PlayFabRequestQueue] Enqueuing ExecuteCloudScript request updateCharacterData 5
19:28:37.036 [Lua] ---------------------- BackendInterfaceStatisticsPlayFab:save ----------------------
19:28:37.037 [Lua] generate_backend_stats 110000103224d52:1
19:28:37.044 [Lua] [BackendInterfaceStatisticsPlayFab] No modified player statistics to save...
19:28:37.051 [Lua] [PlayFabRequestQueue] Sending Request Without EAC Challenge ExecuteCloudScript updateCharacterData 5
19:28:37.115 [Connection] Established a connection <2.243> to 11000010433ab38
19:28:37.115 [Lua] MatchmakingHandshakerHost:rpc_matchmaking_handshake_start()
19:28:37.115 [Lua] [Matchmaking] Got a handshake request from 11000010433ab38 with user name 'DELETED FOR UPLOAD'
19:28:37.235 [Lua] [Matchmaking] Got request to join matchmaking lobby 186000001b7f42c from 11000010433ab38, replying lobby_ok
19:28:37.320 [Lua] [PlayFabRequestQueue] Request Success ExecuteCloudScript updateCharacterData 5

by Ivarrr Contributor
Contributor

Re: Steam connectivity issues New SmartHub

Hi EE/XRaySpeX,

 

I have asked the question on the games server forum with the provided below logs, they came back with the following:

 

You are behind a CGNAT. Ask your ISP if they can get you a proper IPv4 (i.e. one not behind a CGNAT).

Ping me if you need help formulating your request.

 

Would this be possible and enough information to fix it?

 

Kind regards,

 

IVZ

by Grand Master
Grand Master

Re: Steam connectivity issues New SmartHub

@Ivarrr : I'm afraid your games forum is talking in ignorance. Only the EE mobile network employs CGNAT. But you are on fixed BB which doesn't. It is also IPv4 only.

__________________________________________________________________________________________
If you think I helped please feel free to hit the "Thumbs Up" button below.

To phone EE: The local rate landline number +44 207 362 0200 or Freephone +44 800 079 8586 - Option 1 for Mobiles; Option 2 for 4G WiFi; Option 3 for Home Broadband & EE TV.

ISPs: 1999: Freeserve 48K Dial-Up => 2005: Wanadoo 1 Meg BB => 2007: Orange 2 Meg BB => 2008: Orange 8 Meg LLU => 2010: Orange 16 Meg LLU => 2011: Orange 20 Meg WBC => 2014: EE 20 Meg WBC
by Prodigious Contributor
Prodigious Contributor

Re: Steam connectivity issues New SmartHub

@IvarrrI am curious as to why your speedtest result shows your ISP as being 'EE Mobile (Orange/T-Mobile)' instead of just 'EE' as it would usually show. as this test performed while connected to your SmartHub?

 

https://www.thinkbroadband.com/speedtest/1574975422849809455


If I solved your issue, please click the 'solved' button below to help others!
by Grand Master
Grand Master

Re: Steam connectivity issues New SmartHub

@Alex_M : Well spotted 🙂 ! It may be that EE mixing its pools of IPs from what they were originally designed for but the speeds are suspicious.

__________________________________________________________________________________________
If you think I helped please feel free to hit the "Thumbs Up" button below.

To phone EE: The local rate landline number +44 207 362 0200 or Freephone +44 800 079 8586 - Option 1 for Mobiles; Option 2 for 4G WiFi; Option 3 for Home Broadband & EE TV.

ISPs: 1999: Freeserve 48K Dial-Up => 2005: Wanadoo 1 Meg BB => 2007: Orange 2 Meg BB => 2008: Orange 8 Meg LLU => 2010: Orange 16 Meg LLU => 2011: Orange 20 Meg WBC => 2014: EE 20 Meg WBC
by chrisdews7
New Member

Re: Steam connectivity issues New SmartHub

Hi there,

 

I am also having this issue, i'm just trying to play Vermintide 2 on PC, with EE fiber. Our internet speeds are fine... My friends can all connect to games but I get connection timeout every time it looks like it's going to join a game. I've tried disabling the firewall at router and windows and forwarded ports but no joy.

 

Please let me know if you get to the bottom of this!

 

Thanks,
Chris

by Ivarrr Contributor
Contributor
Solution

Re: Steam connectivity issues New SmartHub

Hi Chris,

 

I tested it yesterday and today and all of a sudden it works!

 

I personally haven't changed any settings (was done tweaking over christmas and new years). But I toughed to try it out and it seems to run fine.

 

Thanks everyone for your assistance, ticket can be closed. I don't know if the game had an update, or the router, but I'm glad it's over! (For me..)

 

Good luck!

Ivz

View solution in original post

by Grand Master
Grand Master

Re: Steam connectivity issues New SmartHub

Thanks! You're welcome 🙂 ! Glad I could be of assistance & it is now sorted.

__________________________________________________________________________________________
If you think I helped please feel free to hit the "Thumbs Up" button below.

To phone EE: The local rate landline number +44 207 362 0200 or Freephone +44 800 079 8586 - Option 1 for Mobiles; Option 2 for 4G WiFi; Option 3 for Home Broadband & EE TV.

ISPs: 1999: Freeserve 48K Dial-Up => 2005: Wanadoo 1 Meg BB => 2007: Orange 2 Meg BB => 2008: Orange 8 Meg LLU => 2010: Orange 16 Meg LLU => 2011: Orange 20 Meg WBC => 2014: EE 20 Meg WBC

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