Step 1: Confirm the loss
Run the packet loss test three times in a row on the device with problems. Loss that shows up in more than one test is worth chasing. A single 0.1% blip usually isn’t.
Step 2: Rule out WiFi
Plug the device into the router with a cable and test again.
- Loss disappears on the cable: the WiFi link is dropping packets. Move closer to the router, switch to 5 GHz, change channel, or add a mesh point. For games and calls, a cable is the most reliable fix.
- Loss continues on the cable: keep going.
Step 3: Check cables and equipment
- Swap the Ethernet cable between the device and router, then the cable between router and modem.
- Check coax, fiber or phone connections at the wall and modem. Make sure they are tight and undamaged. Remove splitters you don’t need on cable lines.
- Restart the modem and router.
- Feel for heat. Routers in enclosed spaces can overheat and drop packets. Give them airflow.
- Bypass the router if you can: connect a computer directly to the modem (some modems need a restart to accept a new device). If loss disappears, the router is the problem: update its firmware or replace it.
Step 4: Loss only when the line is busy
If loss appears only while something else is downloading or uploading, queues are overflowing. Smart queue management on the router manages this more gracefully. Check whether ping also rises with the bufferbloat test.
Step 5: When it’s your provider
If a computer connected directly to the modem still shows loss, the problem is on the line or your provider’s network. Before contacting them:
- Record several test results at different times, noting that you tested with a cable directly to the modem.
- Note whether the loss is constant or worse at certain times.
- Ask them to check signal levels and errors on your line, and to inspect the connection outside your home if needed.
Loss further away, on the route to a specific game server, may not be fixable by you or your provider. Choosing a different server region sometimes avoids it.