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Traceroute and Ping Tests

In the rare event of issues on the line, Openreach sends out an engineer (usually within 48 hours) to troubleshoot the problem. Sometimes they ask us to complete a few tests on the line as this can sometimes pinpoint the location of the issue.

If they do require this information (rare), we may ask for you to complete these tests whilst we finish building a system to perform these tests on your behalf.

  • ipconfig/all - this shows the settings of your connection so we can see that these are correct.
  • Ping test - the time it takes for your device to receive information from the internet. If this is slower than we expect, this may be where the engineer wants to focus.
  • Traceroute - the path your device takes to connect to a webpage or server. This can show whether there are issues connecting via a normal route.

If you are using a Windows computer, please follow these steps. If you are using an Apple or Chromebook computer, scroll down to the relevant steps.

Windows

IPConfig/All
  1. Right Click Start
  2. Click "Command Prompt(admin)"
  3. Type in ipconfig /all (ensure there is a space before /all) then press the enter key - the test will complete instantly
  4. Send us a screenshot of the results, or copy and paste them to us.
Ping Test
  1. Right Click Start
  2. Click "Command Prompt(admin)"
  3. Type in ping 8.8.8.8 (8.8.8.8 is the Google webpage) then press the enter key
  4. Send us a screenshot of the first 5-10 lines (this is all we need) or copy and paste them to us, then close the window to stop this test.
Traceroute Test
  1. Right Click Start
  2. Click "Command Prompt(admin)"
  3. Type in tracert 8.8.8.8 (8.8.8.8 is the Google webpage) then press the enter key - the will take approximately 30-60 seconds to complete
  4. Send us a screenshot of the results, or copy and paste them to us.

Apple Mac

IPConfig/All
  1. Go to "Applications", then in the "Utilities" folder, open "Terminal"
  2. Type in ifconfig then press the enter key - the test will complete instantly
  3. Send us a screenshot, or copy and paste the results to us.
Ping Test
  1. Go to "Applications", then in the "Utilities" folder, open "Terminal"
  2. Type in ping 8.8.8.8 (8.8.8.8 is the Google webpage) then press the enter key
  3. Send us a screenshot of the first 5-10 lines (this is all we need) or copy and paste them to us, then close the window to stop this test.
Traceroute Test
  1. Go to "Applications", then in the "Utilities" folder, open "Terminal"
  2. Type in traceroute 8.8.8.8 (8.8.8.8 is the Google webpage) then press the enter key - the will take approximately 30-60 seconds to complete
  3. Send us a screenshot of the results, or copy and paste them to us.

Google Chromebook

IPConfig/All
  1. Press Ctrl+Alt+T at the same time. This will open the "Chrome OS Shell (crosh)"
  2. Type in network_diag --dhcp in the box and press the enter key - the test will complete instantly
  3. Send us a screenshot, or copy and paste the results to us.
Ping Test
  1. Press Ctrl+Alt+T at the same time. This will open the "Chrome OS Shell (crosh)"
  2. Type in ping 8.8.8.8 (8.8.8.8 is the Google webpage) then press the enter key
  3. Send us a screenshot of the first 5-10 lines (this is all we need) or copy and paste them to us, then close the window to stop this test.
Traceroute Test
  1. Press Ctrl+Alt+T at the same time. This will open the "Chrome OS Shell (crosh)"
  2. Type in tracepath 8.8.8.8 (8.8.8.8 is the Google webpage) then press the enter key - the will take approximately 30-60 seconds to complete
  3. Send us a screenshot of the results, or copy and paste them to us.

If you have any questions, feel free to reach out to us.

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