Since Friday Virgin Media broadband has essentially turned my Xbox Series X into a expensive brick. Won’t sign me into my Xbox profile, won’t launch games, won’t sync data. This is happening to many people in Staffordshire and Virgin Media are not acknowledging the problem. This is only a issue for Virgin Media customers and people using other broadband providers are not experiencing these issues. Phone support at Virgin Media is not helpful as they insist it is not a problem at their end when it very clearly is. Whoever at Virgin reads this needs to escalate this issue and figure out what’s going on. I’n paying for a service that isn’t fit for purpose currently.

Try running your Xbox via Express VPN (uses Smart DNS) on a months trial.?This will bypass the VM network and give a different route to the Xbox servers. Hopefully this will get you going until VM fix any issues.

I appreciate your help but all that’s telling me is that out of millions of people, 20 odd people are reporting problems, which again, indicates that this is a localised issue with Virgin Media broadband and not a nationwide issue with Xbox Live.

I'm experiencing the same issue, in the same area, and have spoken to several friends in the area all experiencing a similar issue, all on Virgin Media. This IS a virgin media issue.

How would I connect my xbox to that? 🙂I just don't wanna pay for an additional service whilst waiting for virgin to fix the service I already pay for, especially when they are actively denying there is an issue

Hi MartinThank you for reaching out.The fact that you’re saying this isn’t a known issue after a week is troubling, especially so considering that at least 6 people on my community Facebook page have had engineers called out for this exact issue. All of which could offer no help. I myself have rang virgin media support three times and have gone through the steps of resetting my router and all the other flow chart solutions they are offering. Other people in near by postal codes in Stoke on Trent are also experiencing the same issue. All with their Xbox, all using virgin media. When I turn my phone into a hotspot and connect my Xbox it works fine. This is exclusively a virgin media broadband issue and is of no fault of Microsoft or Xbox live. People using your competitors broadband are not experiencing this issue. Someone on my estate was told by a engineer that came out to her that it was a problem “at the exchange in Fenton” and would be fixed by a certain date. This date has come and gone and the problem persists. I’ve posted on online forums such as Reddit and the only people who are experiencing this sake problem all have two things in common. They live in Stoke on Trent and use a virgin media broadband.

Virgin Media Xbox Issue | Virgin Media Community

Client62
Alessandro Volta
2 years ago
Has someone in your family used the VM Connect app and paused the MAC Address of your XBOX ?
- Ben815
  Tuning in
  2 years ago
  No that hasn’t happened, this is a problem affecting every VM broadband customer in my postcode and it seems other people in surrounding postcodes. Like I said, lots of people have been contacting VM but they are refusing to admit any fault. All they say is “intermittent issues” in the area, but that doesn’t explain why everybody is having issues with only their Xbox consoles. Nothing else in my house is having any issues.
  - Client62
    Alessandro Volta
    2 years ago
    https://downdetector.co.uk/status/xbox-live/
Brittboy
Tuning in
2 years ago
I've had exactly same issue since Friday. Xbox connects to th internet and i can use you tube etc. But it won't sign into Xbox live or Microsoft store.
Xbox works fine when tethered toe phone.
Had an engineer out yesterday who replaced the router but didn't know how to fix it so just left. He rang me back later saying he's had an email saying that there has been quite a few reports of same issue and they are working on it. But still not working this morning.
Ironically while he was there, we get a letter saying they are putting up our price by £7 but we can cancel for free as long as we let them know by the 28th. Good of them give me 4 days to sort it. I'm in staffs too
- Adduxi
  Very Insightful Person
  2 years ago
  Try running your Xbox via Express VPN (uses Smart DNS) on a months trial.?
  This will bypass the VM network and give a different route to the Xbox servers. Hopefully this will get you going until VM fix any issues.
  - G1itch
    Tuning in
    2 years ago
    How would I connect my xbox to that? 🙂
    I just don't wanna pay for an additional service whilst waiting for virgin to fix the service I already pay for, especially when they are actively denying there is an issue
Brittboy
Tuning in
2 years ago
I don't know how they're saying it's not a know issue when the engineer told me how he had an email from his boss saying there has been lots of reports after he had been to mine and couldn't fix it
And had this from them today;
Just letting you know we are still having the same issue it's been looked at but no possible solution as of yet
TanyaThurlow
On our wavelength
2 years ago
How weird. I seach today as only myself and partner are having exclusive xbox live issues. I find this thread and guess what we are in staffordshire too.
It starts acting really strange when it happens like the xbox says i'm online no problem but I cant load any games, play online at all but we can party chat etc on it.
Wish I knew this before I signed up or would of gone with someone else.
TanyaThurlow
On our wavelength
2 years ago
Do you have an update to this? Started happening to me in the past 2 days? Exact same as in this thread.
- Ben815
  Tuning in
  2 years ago
  The issue was fixed after 2 weeks or so.
choccy31
Joining in
2 years ago
Im in Croydon and have exactly same issue.

My laptop and mobile and xbox will not connect to Microsoft Live, Xbox websites or Xbox itself.
Only way i can do anything is by using my phone data which makes my xbox work!

Obviously, there is something wrong with Virgin's end.
- Adri_G
  Forum Team (Retired)
  2 years ago
  Hey, choccy31.
  Thanks for taking the time to post on our help forums and this thread, welcome back to the community.
  We're sorry to hear you've been having issues with connecting your X-Box and accessing your Microsoft Live account over the VM network, we'd love to see how we can best assist with this.
  
  Could you please advise if the connection works when the X-box is hard-wired at the back of your hub (ethernet), if that's possible to test?
  Do you see the VM network coming up on the list of available networks on your X-box console and does the console appear to be online and able to download content in general?
  Also, on your console settings (under networking) can you check the status of your Server Connectivity and tell us what you see there?
  
  Share more on this and we're eager to help further.
XiScott97
Joining in
9 months ago
I am also now having this issue in Gateshead/Newcastle Region. Baffled that this has still not been resolved.
Rwilliams100
On our wavelength
9 months ago
No issues with connecting / signing into Xbox live from Portsmouth area.
Have you guys who affected, tried to change your DNS on the xbox to something like Google's DNS to see if that helps? I use a custom DNS
- Matthew_ML
  Forum Team
  8 months ago
  Thank you for posting this advice Rwilliams100.
  
  Did this manage to help anyone?
XiScott97
Joining in
8 months ago
No this has not helped, Rarely when I turn on the xbox it will connect, but 999/1000 times it doesn't. Yet a competitors wifi will work fine connected ethernet or without, and my phone hotspot will also work fine without problems... Virgin need to sort this out whatever is causing it as right now I'm paying for a service I cannot use!
KevR67
Just joined
8 months ago
Currently experiencing the same issue in North Lanarkshire, Scotland. Again the xbox services work fine when used through phone hotspot but virgin wifi will not connect to them.
- Delby782
  Joining in
  8 months ago
  Same here in North Lanarkshire, searching for answers brought me here.
  - NewExcelsior
    Joining in
    8 months ago
    You can add me to the list too, also North Lanarkshire, unable to access many Microsoft services such as Xbox, OneDrive and MS Teams. Turn off WIFI and use mobile data, no issues.
- Wlewis
  Joining in
  8 months ago
  When i get the xbox online with the mobile hotspot i can switch to the virgin wifi from there and then plug my ethernet cable in and it works but doesnt give me a reading on my latency and nat type is strict so its not 100% it might get u online tho

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