--- title: Run a Ping Test Before You Call Support url: https://hdiss.net/support/ping-test-for-support/ business: High Desert Internet Services (HDISS) phone: 775-575-9593, 775-391-5660 email: info@hdiss.net mailing_address: Home base: 200 S Virginia St, Suite 760, Reno NV 89501 (dispatch office, not a walk-in store). Mail: Billing Dept., PO Box 11353, Reno NV 89510 hours: Office open 9:00 AM to 5:00 PM, seven days a week. Network watched around the clock. type: Fixed wireless internet service provider (homes and small businesses), web hosting, customer email, domain registration service_area: Northern Nevada - Washoe, Lyon, Storey, Churchill and Douglas counties and Carson City; availability is checked address by address (line of sight to a tower) plans: Bronze $50/mo up to 500 Mbps down, up to 200 Mbps up; Silver $75/mo up to 800 down, up to 200 up; Gold $99/mo up to 1 Gig down, up to 200 up; ask about the up to 1 Gig / 1 Gig ultra-low-latency service no_online_purchase: true (check your address or call; existing customers pay at https://www2.fernley.net/hdiss/onlinepay/paymentform.cfm) since: 2002 --- - [Home](https://hdiss.net/) - [Help center](https://hdiss.net/support/) - Run a ping test before you call support Help center / General # Run a ping test before you call support Open Command Prompt on Windows or Terminal on a Mac and type ping followed by your router's address, then ping a website: replies mean the link works and timeouts mean it does not. When you call 775-575-9593, read us what you typed, whether replies came back and how many were lost. [Call 775-575-9593](tel:7755759593) [Call 775-391-5660](tel:7753915660) [Webmail](https://hdissmail.hdiss.net/mail/) [Pay Online](https://www2.fernley.net/hdiss/onlinepay/paymentform.cfm) A router and a laptop. Stock photo: Adobe Stock. [Photo credits](https://hdiss.net/photo-credits/) We do not publish a normal delay figure for High Desert. A ping test sends a small message to an address and times the reply. Support staff use it because it separates the Wi-Fi, the router and the line. You do not need to understand the numbers; you only need to read them out. The menus below are generic, since no single Microsoft or Apple page covers this. ## Steps - Plug in a cable if you can A wired test leaves Wi-Fi out. See [connect a computer by Ethernet](https://hdiss.net/support/computer-ethernet-connection/). - Open the command window On Windows, press the Windows key, type cmd and press Enter. On a Mac, open Terminal from Utilities. - Find your router's address See [finding your router's address](https://hdiss.net/support/find-your-router-address/). It is the default gateway. - Ping the router Type ping, a space, the router's address, and press Enter. On a Mac add -c 5 after ping to stop after five. Windows stops after four. - Ping a website Type ping followed by a plain site name that you trust, such as a large news site. This tests the way out through the line. - Write down what you see Replies or timeouts, how many lost out of how many sent. The times in the replies are for you to read out, not for us to compare to a promise. - Call 775-575-9593 Tell us the times of day it happens and which devices. ## What do the results usually mean? If the router replies and the website times out, the house is fine and the line to the internet is the problem. If even the router does not reply, the problem is inside the house: the cable, the Wi-Fi or the router. This is the same logic as [the five checks](https://hdiss.net/support/no-internet-five-checks/). ## Can some sites refuse a ping? Yes. A site may be set to ignore pings and show timeouts even when it works. That is why you test a site that normally answers, and also test the router. A timeout from one site alone is not proof. ## Is there a number I should be afraid of? We make no claim about a normal delay time for a fixed wireless connection and publish no latency figure. Read us your numbers and let a person judge them against your account. For background, see [what is latency](https://hdiss.net/guides/what-is-latency/) and [ping](https://hdiss.net/glossary/ping/). ## Do I need to go outside or touch the antenna for this? Stay on the ground for all of this. The outdoor radio and its cable are not yours to handle, and a call to 775-575-9593 brings a technician if the problem is up there. ### Sources - [learn.microsoft.com/en-us/windows-server/administration/windows-commands/ping](https://learn.microsoft.com/en-us/windows-server/administration/windows-commands/ping) (Microsoft, ping command reference; generic, not read for this page) - [noip.com/support/knowledgebase/finding-your-default-gateway](https://www.noip.com/support/knowledgebase/finding-your-default-gateway) (No-IP, finding the default gateway, third-party, seen in a search summary 2026-10-15) ### Talk to a person - Call [775-575-9593](tel:7755759593) [775-391-5660](tel:7753915660) Open 9-5 every day - Email [info@hdiss.net](mailto:info@hdiss.net) [Check my address](https://hdiss.net/check-availability/#check) ### Related help - [Find your router's address and sign in to it](https://hdiss.net/support/find-your-router-address/) - [Connect a computer by Ethernet and confirm it is wired](https://hdiss.net/support/computer-ethernet-connection/) - [No internet: five checks before you call](https://hdiss.net/support/no-internet-five-checks/) - [Ping](https://hdiss.net/glossary/ping/) - [What latency (ping) is and what a good number looks like](https://hdiss.net/guides/what-is-latency/) - [Contact support](https://hdiss.net/support/contact-support/) ## More general [Set up a new router](https://hdiss.net/support/set-up-a-new-router/) [Open a port or get a static IP](https://hdiss.net/support/open-a-port-or-static-ip/) [Contact support](https://hdiss.net/support/contact-support/) [Connect a computer by Ethernet and confirm it is wired](https://hdiss.net/support/computer-ethernet-connection/) [Chromebook Wi-Fi and Ethernet: connect and troubleshoot](https://hdiss.net/support/computer-chromebook-network/) [Windows 11 Wi-Fi keeps dropping](https://hdiss.net/support/computer-windows-11-wifi-drops/) ## Related questions ### Will ping hurt anything? No. ### How long should I run it? A minute. ### Do I need to fix anything first? No. ## Call us. A person answers. 775-575-9593 and 775-391-5660, 9 to 5 every day. Email [info@hdiss.net](mailto:info@hdiss.net). Never climb to the antenna or touch the outdoor radio; that is our job.