Packet loss can cause slow internet speeds, buffering, poor call quality, online gaming lag, and interrupted connections. Identifying where packet loss occurs and following a structured troubleshooting process can help restore a stable and reliable network connection.

1. Identify the Symptoms

Before troubleshooting, determine when the issue occurs and which devices or applications are affected.

Common symptoms include:

• Slow website loading
• Buffering during video streaming
• Poor-quality voice or video calls
• Lag during online gaming
• Interrupted downloads or file transfers

To identify the scope of the issue:

1. Test several websites or online services.
2. Check whether the problem affects only one device or every device connected to your network.
3. Note whether the issue occurs continuously or only during certain times of the day.

2. Restart Your Modem and Router

Temporary network issues can often be resolved with a simple restart.

1. Turn off your modem and router.
2. Unplug both devices from the power outlet.
3. Wait at least 30 seconds.
4. Plug the modem back in and wait until it fully reconnects.
5. Turn the router back on and wait for all status lights to return to normal.
6. Check whether the connection has returned to normal.

If packet loss has stopped, no further troubleshooting is required.

3. Check Physical Network Connections

Loose or damaged cables can interrupt data transmission.

1. Ensure all Ethernet cables are securely connected.
2. Inspect each cable for cuts, kinks, or visible damage.
3. Replace any damaged cables.
4. If possible, connect your computer directly to the router using an Ethernet cable to determine whether Wi-Fi is contributing to the issue.

4. Test for Packet Loss

Use your operating system's built-in Ping utility to determine whether packets are being lost.

Windows

1. Open Command Prompt.
2. Run:

ping google.com -n 50

3. Review the results and note whether any packets were lost.

macOS and Linux

1. Open Terminal.
2. Run:

ping -c 50 google.com

3. Review the results to determine whether packets were lost.

Ideally, packet loss should be 0%.

5. Check Network Latency

High latency often occurs alongside packet loss. Use a traceroute to identify where delays or interruptions occur along the network path.

Windows

Run:

tracert google.com

macOS and Linux

Run:

traceroute google.com

Review the results for:

• High response times
• Repeated timeouts
• Delays occurring at a specific network hop

These results can help identify where the connection is being interrupted.

6. Improve Your Wi-Fi Connection

If you are using Wi-Fi, optimize your wireless signal.

1. Move closer to your router.
2. Remove obstacles between your device and the router.
3. Reduce interference from nearby wireless devices.
4. Switch between the 2.4 GHz and 5 GHz Wi-Fi bands if available.
5. Disconnect devices that are not actively using the network.

After making these changes, run another packet loss test to confirm whether the connection has improved.

7. Reduce Network Congestion

Heavy network usage can contribute to packet loss.

1. Pause large downloads.
2. Pause cloud backup or file synchronization.
3. Limit video streaming on other devices.
4. Disconnect devices that are not actively being used.
5. Verify whether packet loss improves after network activity decreases.

If packet loss improves during periods of lower usage, network congestion is likely the cause.

8. Update Your Network Software

Outdated software or firmware can reduce network stability.

1. Install the latest firmware for your modem and router.
2. Update your computer's network adapter drivers.
3. Restart all affected devices.
4. Confirm whether packet loss has been resolved.

9. Test Another Device

Determine whether the issue is limited to a single device.

1. Connect another computer, phone, or tablet to the same network.
2. Run the same packet loss test.
3. Compare the results.

If only one device experiences packet loss, troubleshoot that device's network adapter, drivers, or operating system settings.

10. Prepare Information for Swazzy Support

If packet loss continues after completing the previous steps, gather the following information before contacting Swazzy Support:

• Ping, Traceroute, or PathPing results
• Whether one or multiple devices are affected
• When the issue occurs
• Whether the issue is constant or intermittent
• Modem and router make and model
• Router firmware version, if available
• Any error messages displayed
• The troubleshooting steps you have already completed

Providing this information can help reduce troubleshooting time and speed up diagnosis.

If the problem continues after completing the standard troubleshooting steps, try the following advanced methods.

Perform Extended Network Testing (Advanced)

• Run an extended Ping test.
• Use PathPing or Traceroute to identify where packet loss occurs.

Review Router Logs (Advanced)

• Check your router's system logs for repeated errors or connection failures.
• Look for unusual network activity or recurring disconnections.

Test a Wired Connection

• Connect your device directly to the router using an Ethernet cable.
• Compare the results with your Wi-Fi connection to determine whether wireless interference is contributing to packet loss.

Disable VPN or Security Software Temporarily

• Temporarily disable your VPN or security software to determine whether it is affecting network traffic.
• Re-enable these protections after testing.

Reset Windows Network Settings (Windows)

Run the following commands from an elevated Command Prompt:

ipconfig /flushdns
netsh winsock reset
netsh int ip reset

Restart your computer after running the commands.

Monitor Network Usage

• Check for excessive bandwidth usage caused by downloads, cloud backups, or streaming services.
• Pause high-bandwidth activities and assess whether the connection improves.

Contact Your Internet Service Provider

• Contact your Internet Service Provider if packet loss occurs beyond your local network or continues after completing the recommended troubleshooting steps.

If the issue remains unresolved, contact Swazzy Support for additional assistance.

• Save any open work before restarting your modem, router, or computer.
• Wait at least 30 seconds before powering networking equipment back on.
• Never interrupt a firmware update while it is in progress.
• Some diagnostic commands require administrator privileges.
• Avoid performing a factory reset unless all other troubleshooting steps have failed.
• Packet loss may originate outside your home or office network and require assistance from your Internet Service Provider (ISP).