Packet loss is usually caused by a problem somewhere between your device and the server you’re trying to reach. The best way to fix it is to work methodically through the network, starting with the equipment you control before assuming the fault lies with your Internet Service Provider (ISP).

In many cases, packet loss can be resolved within a few minutes. A router reboot, replacing a faulty ethernet cable, or switching from Wi-Fi to a wired connection often solves the problem without any further troubleshooting.

Start with Your Own Network

Always begin by checking your own equipment. Most packet loss issues originate within the home or office network rather than on your ISP’s infrastructure.

Work through these steps in order:

• Restart your modem and router.
• Test using a wired ethernet connection.
• Check all network cables and ports.
• Update router firmware.
• Update your computer’s network drivers.
• Stop applications that are using large amounts of bandwidth.
• Test again before moving on.

Taking a systematic approach helps eliminate potential causes one at a time and makes it much easier to identify the real source of the problem.

Restart Your Router and Modem

Power cycling your networking equipment is one of the simplest and most effective fixes.

Turn off both the modem and router, wait around 30 seconds, then power them back on. This process:

• Clears temporary memory and routing tables.
• Resets network sessions.
• Removes stuck processes.
• Re-establishes your internet connection with your ISP.
• Allows pending firmware updates to complete on some devices.

Routers run continuously for weeks or months at a time, and like any computer, they can gradually develop software issues that affect network performance.

Switch from Wi-Fi to Ethernet

Wireless networks are one of the most common causes of packet loss.

Unlike an ethernet cable, Wi-Fi uses radio signals that are affected by interference, walls, household appliances and neighbouring wireless networks. Every time interference corrupts part of a transmission, packets may need to be resent, reducing performance.

A wired ethernet connection offers several advantages:

• Lower latency.
• More consistent speeds.
• Reduced interference.
• Virtually no wireless packet loss.
• Better performance for gaming, video calls and large downloads.

If using Wi-Fi is unavoidable:

• Move closer to the router.
• Use the 5 GHz or 6 GHz band where available.
• Position the router in an open area.
• Avoid placing it behind televisions or inside cupboards.
• Choose a less congested wireless channel if your router supports it.

Inspect Your Network Cables

Faulty cables are often overlooked.

Ethernet cables can become damaged through repeated bending, being trapped under furniture, or general wear over time. A damaged cable may still appear to work while randomly dropping packets.

Check for:

• Loose connectors.
• Bent pins.
• Damaged cable insulation.
• Broken retaining clips.
• Signs of crushing or kinks.

If you’re unsure, replace the cable with a known good one. Network cables are inexpensive and easy to rule out during troubleshooting.

Update Firmware and Network Drivers

Software bugs can also contribute to packet loss.

Router manufacturers regularly release firmware updates that improve:

• Packet forwarding.
• Network stability.
• Wireless performance.
• Security vulnerabilities.
• Compatibility with newer devices.

Similarly, outdated network adapter drivers on Windows or macOS can introduce communication issues between your operating system and network hardware.

Keeping both your router and computer up to date ensures you’re running the latest fixes.

Reduce Network Congestion

Packet loss isn’t always caused by faulty hardware. Sometimes your network is simply overloaded.

Every router has a finite amount of bandwidth and processing capacity. When too much traffic arrives at once, the router’s packet buffers can fill up. Once those buffers are full, excess packets are discarded.

Common causes include:

• Cloud backups.
• Software updates.
• Streaming on multiple devices.
• Online gaming.
• Large file downloads.
• Peer-to-peer applications.

Pause unnecessary network activity and run another packet loss test to see if the problem improves.

Use Ping and Traceroute to Find the Problem

If you’ve ruled out your own equipment, the next step is to identify where packets are being lost.

Two of the most useful networking tools are:

• Ping – Sends a series of packets to a destination and reports latency and packet loss.
• Traceroute (or tracert on Windows) – Shows every router, known as a hop, between your device and the destination.

Traceroute is particularly useful because it helps identify where the loss begins.

For example:

• Loss at the first hop usually indicates a problem with your own network.
• Loss several hops into the route often points to your ISP.
• Loss close to the destination may indicate congestion on the remote network.

When contacting your ISP, provide:

• Ping results.
• Traceroute output.
• The time the issue occurred.
• The websites or services affected.

Providing technical evidence usually results in faster diagnosis than simply reporting that “the internet is slow.”

Configure Quality of Service (QoS)

Many modern routers include Quality of Service (QoS) settings.

QoS allows the router to prioritise certain types of network traffic over others.

For example, you can give priority to:

• Video calls.
• Voice over IP (VoIP).
• Online gaming.
• Business applications.

Meanwhile, less time-sensitive traffic such as downloads or cloud backups is temporarily slowed during periods of congestion.

QoS does not increase your available bandwidth, but it helps ensure important traffic is delivered first, reducing the impact of congestion.

Consider Replacing Older Networking Equipment

Networking hardware has improved significantly over the past decade.

If your router is more than five or six years old, it may struggle to cope with:

• Gigabit broadband connections.
• Multiple streaming devices.
• Smart home equipment.
• High-density Wi-Fi environments.
• Modern wireless standards such as Wi-Fi 6 or Wi-Fi 6E.

Older routers often have slower processors, less memory and outdated wireless technology, all of which can contribute to increased packet loss under heavy network loads.

Replacing ageing hardware with a modern router can improve stability, wireless coverage and overall network performance.

When to Contact Your ISP

If you’ve completed all of the previous steps and packet loss continues, the issue is likely outside your home network.

Contact your ISP if:

• Packet loss is consistently above 1%.
• Multiple devices experience the same issue.
• Ethernet connections also show packet loss.
• Traceroute indicates loss within your ISP’s network.
• The problem occurs throughout the day rather than only during peak usage.

Providing test results, rather than a general description of the problem, gives your ISP’s technical support team the information they need to investigate the fault more effectively.