Packet Loss

[winston1]

I've been experiencing packet loss while online gaming and it's not just affecting one game but multiple. There are also problems when I am streaming a online classes or talking through voice chat apps where the sound would occasionally cut off for me only.

I have had this issue before and have followed the instructions TPG supports provided last time to attempt to fix the issues such as power cycling the modem but that has not fixed the problem. My computer is connected to the modem via an ethernet cable. Attached is a ping / traceroute test to google.com using WinMTR.

[Riezl]

Hi @winston1,

To make it easier for us to identify the exact nature of the problem, we'd be asking you to conduct a series of tests with your network. 

Please run these tests during the time when the issue happens.

Please be aware that these instructions are for WINDOWS Computers. Should you be using a MAC computer or any other operating system please let us know so we could check if we have instructions for you.

Once you're done, please send the screenshots to helpdesk@tpg.com.au

======================================================
BEFORE STARTING THE TEST, PLEASE TAKE NOTE OF THE FOLLOWING:
These tests would require you to access the command prompt of your computer (for Windows XP, Windows Vista and Windows 7).
To access it please follow these instructions:

• WINDOWS XP:
  • Click Start > Run.
  • On the text box type \"cmd\" without the quotations and click RUN.
  • A black screen will appear. This is the command prompt.

• WINDOWS VISTA/WINDOWS 7:
  • Click Start and look for the \"Start Search\" box.
  • Type \"cmd\" without the quotations and click RUN.
  • A black screen will appear. This is the command prompt

• WINDOWS 8
  • Search for application / program cmd

SCREENSHOTS:

Also, these tests would require you to be able to get screenshots of your computer. A Screenshot is a function on your PC which allows you to save a copy of what your desktop looks like at the moment.

To make screenshots, push the "PRT SCR" or "PRINT SCREEN\\\" button on your keyboard. (Usually found on the upper right hand side across the F12 and beside the Scroll Lock).

Once done, open up a Microsoft Word document or Microsoft Paint.
Click Edit > Paste and you will see a picture of your desktop saved on the document.


======================================================
ADDITIONAL TESTS:

I. CONTINUOUS PING:

• To conduct a continuous ping, ensure that none of your other PCs are doing internet activity.
  • Open up the command prompt of one of your PCs.
  • Type the following in \"ping <IP address> -n 1000\" without the quotations. 
    • ping 192.168.1.1 -n 1000
    • ping 10.20.22.148 -n 1000
    • ping tpg.com.au -n 1000
• Wait for the test to finish and for the PING STATISTICS, found at the end, to show up.
• Just send us a screenshot or a copy of the PING STATISTICS to this email.

• We should have 3 ping test results

  II. TRACE ROUTE

• • To conduct a trace route,
    • Open up the command prompt of one of your PCs.
    • Type the following in \"tracert tpg.com.au\" without the quotations. 
    • EXAMPLE: tracert tpg.com.au
    • Copy a screen shot of the trace route result

•  

  III. SPEED TESTS:

•  For speed tests, please run the speed tests at :  http://www.speedtest.net
• Please just get a screenshot after the test is complete.
• Please don\'t forget to indicate the timestamps for these tests.

We hope to hear from you soon.

Thank you.