Ongoing Severe Packet Loss

[YW56321]

I’m experiencing serious packet loss when using my home internet connection to play online games (League of Legends NA server). I’ve run multiple WinMTR tests over the past few days, and the issue persists consistently.

The most recent results show:

• 43% packet loss at 10.27.156.1
• 89% packet loss at 96.1.213.210

These IPs appear to be part of Telus’s local and regional routing. This is causing constant ping spikes, packet drops, and unstable gameplay.

I’m located in South Surrey. 

[TELUS_Support]

Hello. We'll send you a private message to discuss further.

[DanielC88]

Hi, I am also experiencing ping spikes constantly when I'm playing games too. 

[TELUS_Support]

Have you tried rebooting your equipment or the other internet troubleshooting steps outlined at our page here:  https://www.telus.com/en/support/interstitial/internet-and-tv-troubleshooting

[DanielC88]

I tried all the troubleshooting steps listed on the page you linked. Normally, when I play online games, the ping hovers around 60ms, but it randomly spikes to 90–120ms. This is also happening on my other computer.

[TELUS_Support]

Hi DanielC88, is this happening at a set time everyday?

[DanielC88]

It's not at a set time, but it's happening every day, regardless of the time of day. 

[TELUS_Support]

We recommend performing a factory reset on your modem if the issue is persistent. As long as you have not made any changes you'll only experience a few minutes without internet but it is a good first step of troubleshooting.

If the issue persists, please send us a private message