If you're experiencing connection issues, running a quick ping or tracert (trace route) test can help pinpoint where the problem lies. These simple tools measure how your device connects to a remote server, and where delays or drops may be happening.
What these tests do
Ping checks whether a device (like a website or server) is reachable, and how long it takes for data to travel back and forth.
Tracert (or traceroute) maps the path your data takes across the internet, showing each hop along the way.
Both tools can help diagnose issues like:
High latency (lag)
Packet loss
Network timeouts or unreachable services
How to run them
On Windows
Press Win + R, type
cmd, and hit EnterTo run a ping test:
ping google.com
To run a tracert test:
tracert google.com
On Mac
Open Terminal (found in Applications > Utilities)
To run a ping test:
ping -c 4 google.com
To run a traceroute test:
traceroute google.com
On Linux
Open your terminal
To run a ping test:
ping -c 4 google.com
To run a traceroute test (install it if needed):
traceroute google.com
How to interpret results
Packet loss: Some replies are missing. This can mean congestion, line issues, or faulty equipment.
High latency: If reply times are consistently high (above 100ms), there may be delays along the path.
Timeouts: Asterisks (*) or no reply from one or more hops can indicate a firewall or a problem node, but not all timeouts are critical.
Tip: The first few hops usually show your internal network and ISP. Issues here may point to a local connection or routing issue.
When to share with support
If you're contacting our support team about slow speeds, dropouts, or inconsistent connections, these test results can help us:
Quickly identify where the problem might be
Escalate issues with more detail if needed
To help us help you faster, please copy and paste the full test results when you contact support, or take a screenshot if that’s easier.
📧 Email: [email protected]
📞 Call: 1800 SPLICE (1800 775 423)