packet loss

[#1]

hi i am a pc gamer i am reciveing packet loss and its very annoying it is very bad when smart tvs are running with  netflix/amazon prime it also does it when no one else is on the internet but me and i still get it i have had a new router sent out changed all the wires and i am still getting need help i phone customer service up and they say the can not do anything only thing i can try is come here for help 

[#2]

Hi @chapplle92
How are you detecting / measuring the packet loss?
Can you share the data?
Regards
Richard

[#3]

its through the packet loss tab on the games i play

[#4]

picture evidence

[#5]

What does the tab show?
Have you tried other packet loss tests?
For example: https://packetlosstest.com
Or http://www.pingplotter.com/
Note with ping plotter, ignore indivdual nodes not responding. Look for the loss at the destination
Do not ping google as thet will rate limit and provide misleading results.
Ideally find the public IP address of the game you play and ping plot to the games servers.

[#6]

results

[#7]

That is significantly better than the games figure of 17%
Have a look at https://packetlosstest.com/causes
It would help if you could try ping plot as it would help indicate where the problem exists between your pc and the wider internet.

[#8]

how do i do this do i request the free trial

[#9]

Some free alternatives to ping plot.
https://www.comparitech.com/net-admin/best-alternatives-to-pingplotter/
If you are running windows try winmtr
https://us.battle.net/support/en/article/27780

[#10]

i am pretty new too pc and i am so confused in what i have to do with these programs i have them downloaded put dont know how too use them

[#11]

Hello @chappell92

Welcome to our online Community Forum.

Packet loss isn't always associated with issues on the line itself, and can be caused by a wide range of factors, including, as your screenshots show with the download packet loss, the game's servers themselves. Packet loss can be caused by the router's firewall doing it's job and VPN connections too.

I haven't been able to test the line itself as I wasn't able to locate the account through your community profile. If you'd like me to have a look, feel free to send across the username via PM.