If you're having problems with your broadband, we may ask you to carry out a ping and traceroute test to find out what's causing the issue. 

Once the test has been carried out, please email the complete results to broadband.support@shellenergy.co.uk

How do I ping from Windows

  • Open the Start menu by clicking the orb in the bottom left-hand corner of the screen.
  • Type: cmd in the search bar at the bottom of the menu
  • Click ‘cmd’ found in the search results for Programs
  • A black box with a flashing cursor will open - this is the Command Prompt
  • In the Command Prompt, type: ping www.google.com

 How to do a traceroute from Windows

  • Open the Command Prompt, go to Start > Run
  • In the Command Prompt, type: tracert www.google.com
  • You may have to wait up to a minute or more for the test to complete

How do I ping from Apple OS:

  1. Open a new Terminal window (it's located in Applications > Utilities, or you can just start typing it in Spotlight)
  2. Enter ‘ping’ followed by the IP address or web address: ping www.google.com
  3. Press Return
  4. Let the ping program run. Terminal repeatedly tests the ping of the network - it will keep going until you stop it. When you’re finished, press Ctrl + C to quit the Terminal ping test process

How to do a traceroute from Apple OS:

  1. Open a new Terminal window (it's located in Applications > Utilities, or you can just start typing it in Spotlight)
  2. Type: traceroute www.google.com
  3. Press Return

 

Please note we require a minimum of three separate results.