Packet loss

[#1]

Hi,
I’m on a 500meg connection, when I do a speed test using cloudflare it reports around 1 percent packet loss, it can be around 5 percent sometimes.
I know it’s not a lot but just wondering why this is and is it normal. I do a lot of gaming on my ps5 so I want the best possible connection for that.
Many thanks for your time.
Paul

[#2]

Hi @poweredbyveg 

Apologies for the technical issues you are experiencing whilst gaming. We will happily go through technical diagnostics over the phone to see if we can improve your experience.

Please could you specify a best time to call and a member of the support team will be in contact, alternatively please feel free to reach out to us when you get a spare moment.

The number is 0330 123 9123 and the opening hours are Monday to Sunday 8am to 8pm.

Thanks

Lee

[#3]

So I called PN customer care, they were more interested in the speed and the connection up time.
With me changing to my own router, upgrading the firmware, making tweaks, rebooting my router the CC agent was a little concerned about the connection drops. When I told her this was due to me doing the above she said my connection is great then even though my concern was dropped packets.

The dropped packets are on the PN router or my router using a wired connection on my laptop or my iPhone on Wi-Fi at random times. It could be great all day then just suddenly do this for an hour or so then be fine again.

Are there any tests PN can do to check for dropped packets and the reason why?

One thing I will say is that the fiber cable that comes from the grey box outside to my ONT is all gummed up with paint and plaster, I did show her this on a video call we had and she said it’s fine. I guess it would be a bad connection 24/7 if it was that though right?

I can’t attach photos to this post for some reason to show you that.

[#4]

Consider making an account on thinkbroadband.com and setting up a Quality meter, means opening up pings to the router, if packet loss shows on there then it isn't your home network, would be strange to have both cable and wifi showing the same packet loss. I suspect it is between you and the local exchange or perhaps further out that one of the hops along the route is showing packet loss.