If your WAN light is healthy, but your surfing and email traffic is problematic, the support tech will conduct a packet loss test from your router to our router and log the percentage of packet loss. He or she will also check the router logs for any loss of sync and verify the issue is not caused by a line that is bouncing.

Packet loss issues are ILEC and CLEC related and require a trouble ticket with the CLEC to be opened to further diagnose and resolve the problem.