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Moved house, now xbox one keeps disconnecting

Hi all, first post here

 

I have been with virgin since Jan 19, 100mbps connection and haven't been able to fault it in the time, however I recently moved back to my dad's and bought my installation with me, since being setup in this new location my xbox one x constantly disconnects from xbox live during online play, 

 

Wired connection so I know it isn't a WiFi issue, from what I have read it could be to do with Cone type Nat or port 53?

Just wondered if anyone has any ideas

 

Thanks

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Re: Moved house, now xbox one keeps disconnecting

So I called virgin technical support today, which were of no use at all, told me to do a pinhole reset, which basically just reset the hub to factory settings which I had already done anyway last night and told them I had already do

Iv tried setting DMZ, port forwards, reserved ip address, all to no avail

This morning, I had a period where the max download speed was 13mbps on a 100mbps line 

I can literally sit at the current network status screen on my xbox one x and watch the Nat type go from. "Open, all services available" to "unavailable, service info unavailable"

So I presume I'm going to have to go through the cancellation process to try to speak to someone who will do something about it or actually cancel

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Message 3 of 24
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Re: Moved house, now xbox one keeps disconnecting

Morning @Edgeychris

 

Welcome to our Community and thanks so much for your first posts to our Fourms; I was sorry to understand that you've been experiencing some issues with your broadband since moving home. 

 

Is it just the Xbox that you seem to be having issues with? How are other connections in the home? Does the internet also disconnect when using a Laptop/PC or a phone/tablet?

 

I have tried to do some external checks from here after locating your information via your Forum details but at the time of writing, we;re unable to connect with your Hub; this suggests that it may be switched off. Are you able to try another reboot for us and let us know when it's all back online and we can go through some further checks for you. 

There are currently no known area issues listed.

 

It would also be helpful if you could upload your Hub/network so we can check if we can spot an issue there. 

 

In your browser’s URL box type in  http://192.168.0.1  (or http://192.168.100.1 - if in modem mode) and hit return. Click on the “router status” icon at top right (SuperHub2) or the text at bottom-middle of first page up (Hub3) and then copy/paste 3 full sets of data onto here – from the downstream, upstream, &  network logs pages. Please don’t include personal data or MAC addresses -  if you copy/paste the data the forum software should blank them out for you.

 

It may also be helpful to set up a free “Broadband Quality Monitor” to continually monitor the state of your connection and record any network dropouts.  It does it 24/7/365 and it keeps a visual record of your connection. If you need any help with that please let us know.

 

Cheers

 

 

 

 

Katie - Forum Team


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Message 4 of 24
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Re: Moved house, now xbox one keeps disconnecting

Hi Katie,

 

Thank you for the reply! 

 

yes unfortunately as i have moved back to my dads, he turns everything off on an evening over night lol it will be on shortly though as i am at work today i didn't turn it on when leaving,  

Yes, as i tried to tell multiple techs and cancellations departments and gadget rescue during my 1hour phone call to virgin being passed around from pillow to post only to eventually be cut off, it is just my Xbox/Ps4 im having issues with, the Online multiplayer side of it, i never ever had an issue at my old house, which was B63 2UY. as i tried to explain to the various techs, non of which really understood me, i believe it is to do with the NAT type in the area or possibly the cabling to this particular address as i believe it is a very old telewest connection at the house and simply wanted an engineer out to check or to be put through to someone who may understad the console side of it abit more

if you could keep any eye on for the connection to become active to do some checks while i am not there, my dad will turn it on shortly that would be great and when i am home after 5pm ill upload the requested information for you

When i played last night it wasnt *as bad* but will continue to test over the next week or so and if it isnt any better i will be calling up to cancel again

Many Thanks

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Message 5 of 24
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Re: Moved house, now xbox one keeps disconnecting

Hi there @Edgeychris

 

Cheers so much for popping back - I'll be sure to check the account to see when we can connect back to the equipment!

 

In all honestly, the constant disconnection of the Hub each night might not be helping; are you able to chat with your Dad and ask that he leaves it on over night for us? The Hub should be kept on as much as possible in order to accept any updates or downloads. With it being off each and every night, the Hub won't be working to it's full capability when it is switched on. 

Keep us posted your end and we'll keep checking this end; I'm sure we'll be able to get this sorted out for you 🙂 

 

Cheers

Katie - Forum Team


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Message 6 of 24
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Re: Moved house, now xbox one keeps disconnecting

Hi there

I have setup a quality monitor a few mins ago so I'll give that a few hours too bring some data in

I'll now also post the requested data from the router

 

Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID

14110000002.738256 qam33
2219000000138256 qam11
32270000000.938256 qam12
4235000000138256 qam13
52430000000.737256 qam14
62510000000.538256 qam15
7259000000137256 qam16
82670000001.238256 qam17
9275000000138256 qam18
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Re: Moved house, now xbox one keeps disconnecting

  • Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
    1462000365.1512064 qam3
    2393999915.1512064 qam4
    3537000095.1512064 qam2
    4602999445.1512064 qam1


    Upstream bonded channelsChannel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts  
    1ATDMA0000 
    2ATDMA0000 
    3ATDMA0000 
    4ATDMA0000 
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Re: Moved house, now xbox one keeps disconnecting

Router status

Status

Downstream

Upstream

Configuration

Network Log

Refresh data

Network Log

Time Priority Description

10/02/2020 19:16:56 critical Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

11/02/2020 17:44:22 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

11/02/2020 17:44:22 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

11/02/2020 17:44:22 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

11/02/2020 17:44:23 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

11/02/2020 17:44:23 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

11/02/2020 17:44:28 Warning! Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

01/01/1970 01:06:16 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

12/02/2020 12:00:17 Error DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

12/02/2020 12:11:34 Error DHCP REBIND WARNING - Field invalid in response;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

12/02/2020 12:11:34 notice DHCP Renew - lease parameters tftp file-cmreg-vmdg505-rtsl10016u-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

12/02/2020 18:38:10 notice LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

13/02/2020 23:43:33 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

14/02/2020 19:35:39 notice LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

14/02/2020 21:00:10 notice Unit has been restored to factory defaults from a software issued command;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

14/02/2020 21:05:12 notice LAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

01/01/1970 00:02:30 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

15/02/2020 10:29:33 notice SW Download INIT - Via Config file

15/02/2020 10:31:37 notice SW download Successful - Via Config file

16/02/2020 12:11:36 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

 

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Message 9 of 24
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Re: Moved house, now xbox one keeps disconnecting

Thanks for coming back to us. No issues are showing that would be causing this to happen.

 

Does all devices drop the connection at the same time or just the console?

 

Can you also do a wired speedtest on a non-console device, at speedtest.net with only that device connected? This'll help advise us of any speed issues.

 

Kind regards,

John_GS
Forum Team

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Message 10 of 24
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Re: Moved house, now xbox one keeps disconnecting

So right now iv just turned on the Xbox and been kicked out of offline 2 times in the space of 2 mins, without even being able to get into a game

Is anyone there aware of Nat types etc?

This is ridiculous, it is the main reason I have the fast virgin Internet is for online play, I had no issues at my old address, all I want is to have an engineer out to check cabling as it is old or someone to look in to Nat settings etc

 

It comes to something when my dad's old sky broadband here is running at 13mbps if we are lucky and more reliable for online gaming albeit abit slow lol if I can't get virgin sorted then I'll cancel and get the booster up to 60mbps with sky and continue to use that

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