When data is sent across the internet, it is sent in packets. These small chunks of data travel from one end of the connection to the other, in both directions.

Sometimes a connection will experience issues with these packets. In the case of high packet loss and low latency, some packets are not successfully reaching their destination, even though the time it takes for successful packets to arrive is still acceptable.

This article explains common causes and what to review in your environment.

Understanding high packet loss with low latency

In typical packet loss scenarios, the cause of lost packets is often network congestion.

Modern networks are designed to be intelligent. If too much congestion occurs, some packets may be intentionally dropped in order to relieve this congestion. However:

  • Not all packets are dropped

  • The packets that are processed still take time to be handled

  • Those processed packets are then seen as high latency, since the time from packet dispatch to packet processing is above acceptable levels

In situations where latency is low, an alternative cause of packet loss must be responsible.

Software conditions

Your device operating system is the first step in each packet's journey across the internet. If your device is not operating optimally, internet connectivity may be affected.

Keeping your devices updated to the latest operating system helps ensure that bugs within your system do not cause packet loss.

For more information, please visit Device and headset recommendations.

Hardware conditions

Faulty or limited hardware can also lead to packet loss.

  • A faulty router

  • Broken or damaged cabling

  • Other similar hardware conditions

Make sure:

  • Your router is of good quality

  • Your cabling is short, well maintained, and of the Cat 6 variety, as Cat 5 has lower capability limits

Restarting your router or connected device may also improve connectivity.

WiFi connectivity

If you are using WiFi, consider switching to a physically connected Ethernet connection.

WiFi is a less reliable technology than Ethernet and may produce inadequate call quality due to packet loss.

For more information, please visit Network requirements and recommendations.

Connection interference

Strong electrical interference can affect both physical and wireless connections.

Ensure strongly electrical devices, such as cameras, speakers, power supplies and phones are kept away from your router, cabling, and connected device.

Use QoS when available

Some modern routers include a Quality of Service (QoS) feature. QoS requests that the router prioritize packets from VoIP calls over other internet packet types, to help ensure improved communications.

Check whether your router supports QoS and enable it if present.

For more information, please visit Network configuration: setting up a QoS.