How to run a ping test

A ping test is a simple test that can show problems along the network path and is an essential step while troubleshooting speed and connection problems.

Before running any tests such as speed or ping tests, pleas ensure that nothing else is using any bandwidth on your devices. This includes YouTube, Netflix, and even file sharing programs as this will affect the results.

Ping tests are best run on a direct connection to the router or to the NTD (connection device) unless trying to troubleshoot a WiFi issue.

Running a ping test on a Windows computer

1. You will need to open Command Prompt to run ping tests. You can do this by opening the Start Menu and typing cmd into the search box.

2. If you can’t locate the search box, then you can press the Windows and R keys together and then type 'cmd' to locate it.

3. Click Ok to open Command Prompt, which will look a bit like this:
   

4. Type ipconfig to see the default gateway and a series of numbers (such as 192.168.20.1). The numbers returned is the IP address for your router.

5. To test the connection to the router, you will want to type ping (default gateway IP) -n 50.

   For example, ping 192.168.20.1 -n 50

6. Be sure to copy and paste the results into a document.

7. Then, try the following ping tests using the below commands.
   ^{202.142.142.142 is our DNS servers, and 8.8.8.8 is the IP address of Google's DNS servers}

   • ping 202.142.142.142 -n 100

   • ping 180.150.17.170 -n 100

   • ping 8.8.8.8 -n 100

   • ping www.google.com -n 100

8. Then, copy and paste all of the results from step 3 into a separate document.
   
   If you've been asked to run a ping test by our support team, please attach your test results to your open fault or email ticket.

Running a ping test on a Mac computer

1. Launch System Preferences and click on Network icon. You can quickly find this by searching for it in Spotlight Search (Command + Space).

2. From the menu on the left, select the active network interface (your router) that you want to uncover the Gateway Address for.

3. Now click on the Advanced button in the lower-right corner of the Network preference panel.

4. Click on the tab that says TCP/IP.

5. Find the gateway address next to 'Router' which should be formatted as an IP address. For example, 192.168.1.1

6. Be sure to copy and paste this address into a note or document.

7. Now, you will want to open Network Utility on your Mac - open your Applications and find Utilities, then click on Network Utility.

8. Once you are in Network Utility, select Ping and choose to send 50 pings to your router's IP address.

9. Select the results from step 8, then right-click and select Copy (or Command + C). Paste these results into your note/document and save it.
   
   If you've been asked to run a ping test by our support team, please attach your test results to your open fault or email ticket.

Making sense of the results of your ping test

The above picture is the shortened version of what you will see after a ping test. It shows the address of the server (in this case Google), along with the amount of data transmitted and the time it took the data to reach the destination and return.

Ping Statistics

The ping statistics are important. This indicates 4 data packages were sent and all 4 were received. Seeing any % of lost packets indicates there is a problem.

Also, if the minimum and maximum round trip times vary greatly or are significantly high (say 232ms), that could also indicate a problem. If you’re unsure about the test results or if they indicate an issue, further testing - such as a tracert (trace route test) - needs to be performed.

You can forward all testing onto [email protected] (just make sure to include your address or fault reference number).