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 send the complete results using our contact form.
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:
- Open a new Terminal window (it's located in Applications > Utilities, or you can just start typing it in Spotlight)
- Enter ‘ping’ followed by the IP address or web address: ping www.google.com
- Press Return
- 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:
- Open a new Terminal window (it's located in Applications > Utilities, or you can just start typing it in Spotlight)
- Type: traceroute www.google.com
- Press Return
Please note we require a minimum of three separate results.