Forum Discussion

sprouts38's avatar
sprouts38
Neighbour
2 months ago

Latency/Packet Loss to Access Hub / Router

Hi all

I have Telus fiber and it has been pretty much fine for ~1 year, but getting connection issues today. Figured I would ask the community before reaching out to CS, have seen lots of helpful posts.

I have the white square Network Access Hub (NH20A) as well as the small Boost 2 router(?), and have been getting huge latency spikes and packet loss basically leading to a complete disconnect for ~1 minute. My wifi connection to the router remains at full strength. An example of this happening below, with charts showing constantly pinging the Network Access Hub and the Boost 2:

Access Hub: latency up to 2650ms with 100% packet loss for 1-2 minutes

Router: latency up to 520ms with 100% packet loss


I've tried restarting both -- any other ideas before I reach out to CS? 

Thanks

booster
Fibre
Purefibre
telus
wifi

1 Reply

  • TELUS_Support's avatar
    TELUS_Support
    Icon for Official Support Team rankOfficial Support Team
    2 months ago

    Since you’ve already restarted both devices, the next steps we usually recommend are:

    • Check for firmware updates: Make sure both your Network Access Hub (NH20A) and Boost 2 have the latest firmware installed. This can sometimes resolve latency and packet loss issues.
    • Power cycle sequence: Unplug both devices for 2–3 minutes, then plug in the NH20A first, wait until it’s fully online, and then plug in the Boost 2.
    • Wired test: Connect a device directly to the NH20A via Ethernet and run a speed/latency test. If the issue disappears, it points to Wi-Fi interference rather than your fiber connection.
    • Check for interference: Make sure the Boost 2 isn’t near microwaves, cordless phones, or other electronics that can affect Wi-Fi.
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