Forum Discussion
Extreme Packet Loss / Late Packet Issues every few days?
Hi all,
Every few days (sometimes multiple times a day), packet loss will go through the roof. This affects things like Facetime, Zoom, and even games and has been extremely inconvenient. A reboot of the router fixes the issue, but only temporarily. I haven't been able to try over ethernet, but the problem definitely happens across multiple devices all at the same time. It also tends to resolve itself a few hours later?
See attached images for packet issue examples. Have plenty more...
I recently upgraded to the PureFibre X Internet 3G plan from my 1G plan before. Have been with Telus for close to 10 years now and never had issues like this...
In the upgrade, technician upgraded me to the new Wifi 7 Router (B30A) from the Telus Wifi Hub Router. He also made some changes to my Fibre Connection outside, I believe.
What can be done to fix the issue? What is even the issue? Is this a router problem? A This has been driving me crazy. I've resorted to restarting the router on a daily basis using a timed plug, but even that is not resolving things fully.
Thank you in advance...
Things I have tried:
- Disabling the AP Steering, Band Steering, Legacy Steering
- Getting a replacement B30A Router
- Changing DNS to 1.1.1.1 on devices
8 Replies
90% of the time the problem is with the router - mis-configuration normally. Resetting is another option. There are help files to guide you through it. The problem with game servers could definitely be with the game server itself. Ping them from the diect connection or use Pingplotter (free version) to the game server to see which server node is causing the problem. You can do this within your LAN to check your own router too. Now Telus have gone to all fiber connections it is rare that they have dropped packet problems on their servers - they get alarm bells and can isolate the problem server easily now.
TELUS_SupportOfficial Support Team
There are a few other things you can try to check:
- When the lag hits, try plugging a laptop directly into the 10G LAN port on the back of your NAH, bypassing the B30A router completely. If packet loss still occurs over a hardwire, the issue is definitely outside on the fiber line or in the NAH itself, not your Wi-Fi 7 router.
- Look at your NAH during a spike. Are there any momentary amber flashes on either the '10G' or 'Optic' lights? If so, it confirms the fiber transceiver outside is struggling to maintain a clean light signal.
If either of those confirm further investigation is needed, let us know. We can gather your account info and get you in touch with some help!
