By doing a Traceroute command to and submitting the results of this to us we are able to examine the traffic on your broadband line and see how this is being routed and see if there is any congestion on the line which can result in packet loss - therefore affecting call quality. 

Packet loss is the biggest issue on call quality – we use a UDP packets to transmit the data between us and if a packet of data arrives out of sync then it is dropped – this is to ensure the real-time of the communication.

Traceroute is a command which can show you the path a packet of information takes from your computer to one you specify. It will list all the routers it passes through until it reaches its destination, or fails to and is discarded. In addition to this,it will tell you how long each 'hop' from router to router takes.

The Traceroute will start with traffic going through your router - onto your Internet service providers (ISP) routers and then onto other networks before going onto the VoIP sip platform.     

1. To begin a Traceroute command please go to the Start button on your PC as shown in red:

If you see a button called 'Run' click this. 

2. Next type cmd as shown below and press the return key:

3. This then loads up the traceroute command window as shown below:

Please note: If you are unable to see the text box to type in 'cmd' then right click on the Start button and select the 'Run' option - this will load up the command prompt window as shown below: 

4. Please type tracert as shown below:

Let the test run and when completed please copy and paste the trace route log to us by contacting our Support Helpdesk.

If you are unable to see a window to start the test then   - look at the programmes you have such as 'Command Prompt'