Any information you send or receive from the internet is transmitted in discrete units known as packets. If too many of these are lost your broadband can run slowly, not load web pages or have problems with services like VOIP and VPNs.
Packet loss can be caused by many things including faulty equipment, wireless interference, and noise on your line.
If you're having problems try our
Repair Centre. It's simple to use but effective: we'll take you through a series of steps, run some tests on your line, and (if we can't fix the fault there and then), we'll arrange for an engineer to come out to you (where that's appropriate).