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What is Packet Loss?

With any traffic over the Internet, information, including voice data/audio, travels in packets for fastest results. Packet loss occurs when one or more packets of data traveling across a computer network fail to reach their destination. Packet loss should always be zero when your phones are in use.

Jitter, latency and packet loss can cause the following issues: choppy audio, delayed or dropped calls, static or garbled audio.

What can you do to resolve packet loss issues?

  • Perform a Bandwidth test with a computer plugged directly into your modem. If you still have packet loss, it’s most likely an issues with the Internet Service Provider (ISP). If you’re unable to test plugged directly into the modem, your ISP should be able to run the test for you. If they see any packet loss issues on their end, they should be able to resolve them.
  • If the results are good plugged directly in the modem then it could be a couple of things. First, check to see if you are experiencing any issues while the packet loss is 0%. Packet loss results can vary making it very difficult to diagnose. The packet loss might have been there when the issue was occurring, and corrected itself by the time the test was run.
  • If everything is good on the ISP’s end then we could be looking at an internal network issue. Try running the test plugged directly into your router and work your way back until you find what network device is causing the jitter.

For more information or help diagnosing network problems,
please email us at, Submit a Ticket, or give us call at 800.285.7995.

Updated on December 27, 2016

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