Computer gaming with sky

[reader45]

My Mrs plays an online game with Inno games Elvenar.

She plays and logs on to their english site.

Until recently it has been fine but she has started to have issues.

If she plays in the morning  its normally ok but issues seem to start in the afternoon or early evening when people come home from work/school.

She cant log on to the game however if she uses my vpn she logs on straight away no issues at all.

We have tried Inno game support and have gone through their scripts but they have no answer but have suggested its possibly a ISP issue !

Other pc's/tablets/phones can use the internet no problem when she has issues, infact she can use the internet elsewhere no problem on her machine when the logon issues occur 

Has anyone else seen this or any suggestions short of just using the vpn ?

I find it difficult with sky tech support unless what is broken is a hard fault they too seem ineffective with intermittent problems so I thought I would ask here first to see if anyone has seen this problem.

TIA

[Chrisee]

@reader45 Sky cannot provide support for customer's devices or applications. Given this issue does not affect other applications that tends to rule out the broadband connection itself. I assume you have excluded issues with other users of your home network being the problem?

Straightforwardly this sounds like a routing issue where Sky has limited peering capacity to wherever Inno's sever is. This can happen with overseas servers but my quick online search shows inno having 2 UK locations one in Worcester and the second in London the second is a far better bet. The other alternative is simply the server is overloaded which is something games providers don't like admitting but thst doesn't explain the vpn working. 

Onecoddball suggestion is if you have a white Sky hub enable UPnP as thst switches the hub from shaing an IP address with 7 other Sky customers to having one to yourself. Given something I read about the way Inno manages connections makes me winder if that may help see UPnP set up

[reader45]

Fortunatly we dont have the white router, seems like a lot of people have various issues with those.

I suspect normal connect would be to the Worcester server simply its a lot nearer and the vpn exit is in London so would assume when using the vpn she would get routed to that server.  (where did you find server location info?)

Ill go back to Inno support and ask if there is a way to identify which server she is on, it may identify if the issue is server, routing based or vpn is a red herring. 

The only other person using the broadband is me so its not over used this end.