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Packet loss or ping response times above 110 ms point to congestion or routing problems on the path between client and server. When a server returns no response at all rather than a slow one, different troubleshooting applies.
1

Disable VPN or proxy

If a VPN or proxy is active, disable it and run the ping test again. If performance improves, the issue is with the intermediate server. Connect without it or switch to a different VPN or proxy provider.
2

Revert network settings

If network settings were recently changed, restore the previous configuration and ping again. If performance improves, continue using the earlier settings.To reset network settings to defaults, reinstall the OS:
3

Contact support

If the steps above don’t apply or don’t resolve the issue, contact support with the following information:
  • Whether a VPN or proxy was in use, and whether disabling it helped.
  • The server IP address.
  • The IP address from which the server is being pinged with poor results.
  • The country and city of the client experiencing the issue.
  • The date and time in UTC+0 when the problem occurred.
  • The output of ping and tracert (Windows) or ping and traceroute (Linux) or mtr (Unix) from the client to the server.
  • The output of ping and tracert (Windows) or ping and traceroute (Linux) or mtr (Unix) from the server to the client.
This information helps diagnose the issue quickly.