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gwalkerne40's avatar
gwalkerne40
Joining in
3 months ago

Xbox won't work correctly with Virgin Broadband.

I've just come off the phone with Virgin Media support, where I was told categorically that Xbox services won't work on my new Virgin broadband router.

Is this true?

My son is experiencing the following issues on his Xbox, whether wired or wirelessly connected:

  • Cloud gaming cutting out mid-session.
  • Online game services dropping out or not functioning.
  • Syncing issues.
  • Random disconnections and being signed out.

I've spoken to multiple agents on the Virgin helpline:

  1. The first agent tried to help, but the call was dropped, and I didn’t receive a callback.
  2. The second call was cut off while I was waiting to be transferred.
  3. The third call connected to an agent, but they seemingly weren’t there—I could hear background chatter then the call ended.
  4. On the fourth call, I was told Virgin routers don’t support Xbox consoles.

I’m only a couple of months into an 18-month contract, and I’m struggling to understand what’s going on.

Any advice or help would be greatly appreciated!

4 Replies

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  • Cardiffman282's avatar
    Cardiffman282
    Wise owl
    3 months ago

    The VM offshore call centres are well known for this sort of behaviour. It's been going on for years so VM HQ must be perfectly happy with it. 

    For a similar thread please see https://community.virginmedia.com/discussions/gaming/xbox-series-x-randomly-disconnecting-from-netowrk/5590374

  • Client62's avatar
    Client62
    Alessandro Volta
    3 months ago

    Thousands of customers and their gamester teenagers are successfully using XBOXs on VM.

  • Adduxi's avatar
    Adduxi
    Very Insightful Person
    3 months ago

    How are you connecting?  I would recommend a wired connection.  Have you setup Port Forwarding for the XBox? Again, this would need done to get an Open NAT.  As for VM not working on the XBox, well that's not right.  There are many users on VM who have XBox's

  • gwalkerne40's avatar
    gwalkerne40
    Joining in
    3 months ago

    I did tell the last representative that it's impossible for the Xbox to be incompatible with the router. These things are built on universal standards and protocols but she insisted the Xbox is an "extender" and as such isn't supported.

    She left me with all of the ethernet ports unplugged as the first representative asked me to unplug them and wait to be told when to plug them back in.

    I have opened a complaint on my account about this. We had no issues with Xbox when we were with Plusnet.

    I've tried wired connection without success, I can see in the router that the upnp is successfully opening ports for the Xbox services.

    Upon checking the Xbox network it states the NAT status is open and all services are available however this isn't always the case.

    I'm going to do some testing with the Xbox on other networks to make sure it's not an issue with the device itself.