Speed issues can sometimes be 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 we can use to 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.
Step 1: Download MTR Software
You can download the MTR software from one of these sites:
(General Disclaimer: Use of this application, or any applications made by 3rd party developers, are at your own discretion and liability)
Once at the site, click the green download button. The download should start and prompt you where you would like to save the file. You may wish to create a separate folder.
Step 2: Run/ Extract Installer
Once saved, you will need to extract the contents in order to run the installer. You will once again be asked where you would like to extract the files.
Once extracted, open the folder WinMTR-v092.
Step 3: Select installer version
Choose the installer that matches the bit version of your operating system (32 or 64-bit)
Step 4: Run the Installer
Then run the installer.
Step 5: Run MTR Test
Once you have downloaded the MTR Software onto your device, under "Hostname", enter the server or site you want to run the test for (e.g., us-east.privateinternetaccess.com, www.google.com, etc.) Please run each MTR test for 100 cycles (stop it when you see the count reach 100+ in the Snt column). 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 (results will vary based on your network)
- WITHOUT the VPN active, to whatever VPN server you have been trying to connect too. 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
- WITH the VPN active, go to www.google.com
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.