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Fix a packet loss that occurs

We'll measure packet loss with ping -n, compare wired vs Wi‑Fi, check interference and channel, then fix cable or firmware—or tell you when to call your ISP.

Troubleshooting · Wi‑Fi & networking
10–25 min
What you'll need
  • Device with Command Prompt or terminal
  • Ethernet cable (to test wired vs Wi‑Fi)
  • Router admin access (optional, for channel change)
Step 1 of 6

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Steps

Goal: Measure packet loss with ping -n, isolate wired vs Wi‑Fi, fix interference and channel—or escalate to your ISP.

  • Run ping -n 50 8.8.8.8 (Windows) or ping -c 50 8.8.8.8 (Mac/Linux) to measure packet loss.
  • Test with an Ethernet cable to compare wired vs Wi‑Fi.
  • Good: Wired no loss, Wi‑Fi has loss—fix Wi‑Fi (interference, channel). Proceed to Wi‑Fi fixes.
  • Bad: Wired also has loss—modem, cable, or ISP. Proceed to Wired fixes.

Measure packet loss

Goal: Get a baseline packet loss measurement.

  • Open Command Prompt (Windows) or terminal (Mac/Linux).
  • Run ping -n 50 8.8.8.8 (Windows) or ping -c 50 8.8.8.8 (Mac/Linux).
  • Check the summary: “Packets: Sent = 50, Received = X, Lost = Y”.
  • Any lost packets indicate packet loss. Confirm you should see the summary with sent, received, and lost counts.

Wired vs Wi‑Fi

Goal: Isolate whether packet loss is from Wi‑Fi or upstream.

  • Connect the device with an Ethernet cable to the router.
  • Run the same ping command.
  • If wired has no loss but Wi‑Fi has loss, the issue is Wi‑Fi interference.
  • If wired also has loss, the problem is modem, cable, or ISP.
  • Confirm you should see the difference between wired and Wi‑Fi packet loss.

Wi‑Fi fixes

Goal: Reduce Wi‑Fi packet loss from interference and congestion.

  • Move the device closer to the router; avoid microwave and cordless phones.
  • Log into the router admin and change to a less congested channel (1, 6, or 11 for 2.4 GHz; 36, 40, 44, or 48 for 5 GHz).
  • Power-cycle modem and router. Update router firmware.
  • Confirm you should see no packet loss after these steps.

Wired fixes

Goal: Fix wired packet loss from cable or modem.

  • Try a different Ethernet cable. A damaged cable can drop packets.
  • Power-cycle modem and router. Check modem WAN/Internet light is solid.
  • Confirm you should see no packet loss with a known-good cable.

When to get help

If wired packet loss persists after cable swap, power-cycle, and firmware update, call your ISP. Provide:

  • Wired ping output (with packet loss percentage)
  • Steps you already tried

Verification

  • Ping -n 50 shows 0% packet loss (or acceptable).
  • Wired and Wi‑Fi both tested; you know which path has the issue.
  • Ping output captured if escalating to ISP.

Escalation ladder

Work from the device outward. Stop when the problem is fixed.

  1. Measure packet loss Run ping -n 50 8.8.8.8; note lost count.
  2. Wired vs Wi‑Fi Test with Ethernet; compare loss.
  3. Wi‑Fi fixes Interference, channel, power-cycle, firmware.
  4. Wired fixes Swap cable, check modem lights.
  5. Call ISP Wired loss persists—call with ping output.

What to capture if you need help

Before calling support or posting for help, have these ready. It speeds everything up.

  • Ping output (wired and Wi‑Fi)
  • Packet loss percentage
  • Steps already tried

Do you see packet loss when you run ping -n 50?

Run ping -n 50 8.8.8.8 (Windows) or ping -c 50 8.8.8.8 (Mac/Linux). Check the summary for lost packets.

Run `ping -n 50 8.8.8.8` (Windows) or `ping -c 50 8.8.8.8` (Mac/Linux). Check "Packets: Sent = 50, Received = X, Lost = Y". Good: you have a baseline. Bad: no response—check connectivity first. See fix-wifi-drops-or-is-slow.

Yes No (no loss)

You can change your answer later.

Does wired packet loss also occur?

Connect with Ethernet and run ping -n 50 again.

Connect the device with an Ethernet cable to the router. Run `ping -n 50 8.8.8.8` (or `ping -c 50 8.8.8.8`). Good: wired no loss—Wi‑Fi issue. Bad: wired also has loss—modem, cable, or ISP.

Yes No (wired is fine)

You can change your answer later.

Try interference, channel, and power-cycle

Wi‑Fi packet loss often comes from interference or congestion.

Move device closer to router. Avoid microwave and cordless phones. Change Wi‑Fi channel in router admin. Power-cycle modem and router. Update router firmware. Retest. Good: loss stopped. Bad: still losing—call ISP with output.

Yes No

You can change your answer later.

Try cable swap and power-cycle

Wired packet loss can come from bad cable or modem.

Try a different Ethernet cable. Power-cycle modem and router. Check modem WAN/Internet light is solid. Retest. Good: loss stopped. Bad: still losing—call ISP with ping output.

Yes No

You can change your answer later.

Call your ISP

Call your ISP with wired ping output and packet loss percentage. They can check line quality and signal levels.

Done

Packet loss stopped

Packet loss is now zero or acceptable. Continue monitoring. If it returns, retest wired vs Wi‑Fi.

Done

Reviewed by Blackbox Atlas

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