Packet loss and stuttering on Omen 17 gaming laptop

GlpAntares · ‎08-14-2025

Hi,

Earlier this week i've bought and received an Omen 17 gaming laptop.

But sadly ever since it was configured i've been dealing with packet loss and stuttering whenever i'm playing any online video game. Peculiarly enough that's also the only thing where i'm having issues. Browsing, downloading etc work flawlessly.

After intensive testing it appears to be a hardware or software issue within this laptop as any other device logged into the same network works without issues, gaming or not.

I sadly have no access to ethernet usage so it will have to be a wireless fix. I've tried updating drivers, even got an external network driver which somehow also results in the same issue.

I'm providing a video link that showcases the issue more clearly below.

Could i have missed something perhaps?

I'd rather not ask for a refund this soon but considering that this device isn't doing the one thing it's made for, i'm at the end of my rope.

Kind regards

https://youtu.be/k2WGHqBLfNw

Hawks_Eye · ‎08-17-2025

Hi @GlpAntares

Welcome to the HP Support Community! We're here to help you get back up and running.

Thanks for the detailed description — packet loss & stuttering only in games on a brand-new Omen 17 is very frustrating. Since other devices on your network work fine, we can narrow this down to a wireless driver/firmware issue, network configuration, or a performance setting in the laptop itself. Let’s go step by step:

Step 1: Confirm it’s not network congestion

Run a ping test to your router:
ping 192.168.1.1 -n 50
→ If packet loss appears here, it’s a Wi-Fi stability issue.

Run:
ping 8.8.8.8 -n 50
→ If loss is only external but not to your router, it’s ISP-related.

If other devices don’t stutter, continue below.

Step 2: Update & Reset Wireless Drivers

Go to Device Manager → Network adapters.

Right-click your Intel/Realtek Wi-Fi adapter → Uninstall device (check “Delete driver”).

Reboot — Windows will reload a generic driver.

Then install the latest Wi-Fi + Bluetooth drivers from HP’s Omen 17 support page.
(Don’t rely on Windows Update — HP or Intel drivers are more stable).

Step 3: Wi-Fi Optimization (Gaming-specific)

In Device Manager → Wi-Fi adapter → Properties → Advanced tab:

Roaming Aggressiveness → Lowest

Preferred Band → 5 GHz

Channel Width for 5GHz → 20/40/80 MHz

Transmit Power → Highest

Disable Wi-Fi Sense / Hotspot 2.0 in Windows Settings → Network & Internet.

If your router supports it, assign a dedicated 5 GHz channel (avoid “Auto”).

Step 4: Disable Killer / SmartByte / Omen Network Boosters

Some HP/Omen laptops come with “gaming network optimizers” that ironically cause packet loss.

Check in Task Manager → Startup for Omen Gaming Hub / Killer Control Center / SmartByte.

Temporarily disable them and test gaming again.

Step 5: Power & Performance Tweaks

In Windows Power & Battery settings, make sure Performance mode is enabled (Omen laptops sometimes lock you into Balanced).

In Omen Gaming Hub, check Network Booster → disable prioritization (or set your game as top priority only).

Turn off background apps (OneDrive sync, Windows updates, cloud services).

Step 6: External USB Wi-Fi test

You mentioned even with an external adapter the issue persists. That suggests the problem may be system-level (driver conflicts or HP’s network management software), not just the Wi-Fi card. This points strongly at Omen software (Gaming Hub/Optimizer) interfering.

If after all this, packet loss is consistent:

Boot into Safe Mode with Networking → test ping/game. If it works fine there, it’s software conflict.

If packet loss still persists in Safe Mode, it may be a faulty wireless card/antenna → HP warranty replacement is justified.

Since you don’t have Ethernet access, I recommend first disabling/removing Omen Gaming Hub network features + reinstalling Intel Wi-Fi drivers — these two fix 70% of Omen packet loss complaints.

If my response helped, please mark it as an Accepted Solution! ✅ It helps others and spreads support. 💙 Also, tapping "Yes" on "Was this reply helpful?" makes a big difference! Thanks! 😊

Take care, and have an amazing day!

Regards,

Hawks_Eye

I am an HP Employee.

GlpAntares · ‎08-17-2025

Dear Hawks_Eye,

Thank you for your reply.

Between my original post and your reply i also managed to get an ethernet connection someplace else. This lessened the packet loss severely but didn't fully solve it. The wifi of this place also gave me the same result.

Next to that i tried factory resetting the laptop etc.

I have today tried all of your potential fixes but none solved the issue sadly.

This leads me to want to request a replacement.

Could i do this via you or do i need to do this via the site?

Kind Regards

Hawks_Eye · ‎08-17-2025

We sincerely thank you for your patience and co-operation during this troubleshooting process.

I'm sending you a private message to guide you on the next steps.

To access it, click the private message icon in the upper-right corner of your HP Support Community profile, next to your name.

If this resolves your issue, kindly mark this post as "Accepted Solution" and click "Yes" if it was helpful.

Take care and have a great day!