Troubleshooting with MTR, Pingplotter and Ping

My Traceroute (MTR) is a tool that combines the functionality of traceroute and ping. It’s useful for testing network connectivity and locating packet loss. MTR shows latency and packet loss information along a route to a destination IP address.

✅ Before proceeding please keep in mind this is advanced troubleshooting.

How to run a Ping test to detect packet loss on your line:

1. Connect a laptop directly to your fibre box (ONT / CPE) or router with an Ethernet cable.
2. Depending on your operating system, open the terminal and use ping or fping.
3. Start with a small packet ping to the gateway IP: ping 102.135.241.1 (or your router’s default gateway)
4. Optionally also do a big packet ping test with the “Don’t Fragment” bit enabled (1500 byte packets):
   1. Windows:ping -f -l 1472 102.135.241.1
   2. macOS: ping -D -s 1472 102.135.241.1
   3. Linux: fping -M -b 1472 -l 102.135.242.1
   4. If you are using PPPoE, reduce the packet size by 8 bytes
5. If you see packet loss, please email us the following:
   1. Screenshot or text output of your test
   2. Details of which fibre network you are on, and your general location

How to run an MTR / Pingplotter tests to detect packet loss on the internet:

1. Connect a laptop directly to your fibre box (ONT / CPE) or router with an Ethernet cable.
2. Windows and macOS users can use https://www.pingplotter.com/ – use 8.8.8.8 as IP to monitor – and configure it to do at least 180 tests (1/sec usually).
   If you are familiar with macOS/Linux terminals, run the command: mtr -rwbzc 60 8.8.8.8 If you know the IP address of the service you want to monitor, like a game server, use that IP.
3. Please email us the following:
   1. Screenshot or text output of your test
   2. Details of which fibre network you are on, and your general location

More troubleshooting

If these tests don’t show a problem, we suggest you do an 80% UDP test using iPerf next. Search for ‘iPerf’ in our help docs.