Virgin Media Xbox Issue

[Ben815]

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.

[Martin_N]

Hi Ben815,

Thank you for your post and welcome to the community. 

I'm very sorry to hear about the issue you've been having with your Xbox service. 

I have checked on our side and we haven't had anything reported to confirm this is a known issue. 

Can you confirm if you have been able to speak with Microsoft regarding this? 

Can you confirm if you are still having this issue?

^Martin

[Ben815]

Hi Martin

Thank 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.

[Brittboy]

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]

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]

Do you have an update to this? Started happening to me in the past 2 days? Exact same as in this thread.

[Ben815]

The issue was fixed after 2 weeks or so. 

[choccy31]

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]

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]

I am also now having this issue in Gateshead/Newcastle Region. Baffled that this has still not been resolved. 

[Rwilliams100]

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