When experiencing speed issues, it is possible this is caused by latency or a bad hop to the server that is trying to be reached or the site in question.
An MTR test is a broad-spectrum diagnostic that can identify where connections are failing and may identify what's causing your connection to fail. Please note that MTR tests can only be run on Windows, macOS, or Linux. However, as the test is done is to assess your network, not specific devices, the device used to run the test is not relevant to the result. Also, please ensure you run the test while using the specific ISP network that is at issue.
For Linux, the MTR utility is built into many distros and can be accessed through the Terminal please follow the below instructions to run an MTR test:
Step 1: Open Terminal
Open the Terminal by finding it and type the following without the brackets:
mtr [Server Domain name you are having issues with]
Note: If the MTR utility is not available for your version of Linux, you can try using this command instead:
pathping -n google.com
pathping -n us-east.privateinternetaccess.com
Step 2: Run MTR Test
Please run each MTR test for 100 cycles (stop it when you see the count reach 100+ in the "Snt column"). Press “p” to stop the test once 100 cycles is reached.
Below you will find the tests we need you to run so that we can review your speed issue:
WITHOUT the VPN active, to www.google.com
WITH the VPN active, to whatever VPN server you have been trying to connect to. A list of the hostnames for our servers can be found here.
Please make sure to enter the server name as it appears on that site (Example us-east.privateinternetaccess.com )
- WITH the VPN active, to www.google.com
Once the MTR test begins, copy the results by press the "P" key on your keyboard to pause the test (if you need to start the test again, press the spacebar). You will then be able to copy the results into a file, and then attach those files to your email.
If you need assistance in reading the results, please feel free to submit a support ticket. The following link will give you the ability to create a support ticket: Contact Us - PIA Support Portal.
With the tests complete, click the Copy Text to clipboard and paste them in a separate text file and label them according to the site tested and if the test was with the VPN on or off.