Xbox not connecting to online gaming since virgin fibre fitted

[St22]

Evening all.

So,changing to virgin appears to have been a VERY bad move,since installation,among other things,the sons Xbox will not connect to online servers,mainly GTA online and Fortnite to the point of not being able to use it at all.

GTA will not connect and Fortnite freezes and drops out.

Prior to Virgin BT was faultless.

Anyone any ideas,Im hoping I can cancel the services if not.

Thanks all,a very,very disappointed customer.

[St22]

Update 

The virgin tech has been and all good with connection to property.

The tech is fairly sure the fault is with the x-box.

The hub3 wi-fi is pretty much useless,dropping connection and taking several attempts for devices to connect.

I've had to buy a tplink deco set for a reliable wi-fi connection.

But still no connection to online gaming via x-box.

And a very frustrated 16 year old who is big into gaming.

I'm now tied to a pretty much useless ISP for the next 18 months.

I changed to virgin from a faultless BT service as it was half the cost and double the speed.

Now all I have is nothing but grief.

If your considering changing ISP and have x-box as your gaming console,I would avoid virgin.

Now looking at how to get out of the contract,but it looks like I'll be charged the earth to get out of it.

Very unhappy and disheartened at the service provided by virgin.

[SonarUK]

for testing purposes you need to cable the gaming console and see if it still has problems.

if the console still has issues with playing online then i suggest factory resetting the console.


I wouldn't of bought the deco i would of advised this
https://www.amazon.co.uk/ASUS-RT-AX86U-Compatible-Lifetime-Internet/dp/B08CBCR6BB

if money isn't a problem
https://www.amazon.co.uk/ASUS-ZenWiFi-AX-Whole-Home-XT8/dp/B082T48132

[David_Bn]

Good Morning @St22, can you please update us to advise if you've been able to try the XBox on a wired connection?

This would need to be a Cat6 (or above) cable to run this connection successfully

Kindest regards,

David_Bn 

[St22]

Morning.

Yes,the whole property is hard wired to gaming consoles.

But still not reliable enough for gaming.

The x-box had been re-set,no difference.

Thanks.

[St22]

Oh yeah,cat 6 cable aswell.

[Adduxi]

Apart from the XBox, how are the rest of your devices?

Also can you take the XBox to a relative or friends house and test internet?

Your last BQM showed a bit of over utilisation in the evenings, so have you tested the XBox first thing in the morning?

[St22]

Yeah,all tested various times of day

[St22]

All other devices fine

[Kath_F]

Hi St22, 

Thanks for coming back to us on this one. 

We're sorry to hear that this is ongoing for you. Checking our systems today, you've mentioned above that you've connected a third party router but the Hub seems to be in normal mode. This would cause interference on your WIFi so you are better to pop the hub in to Modem mode and then connect the devices through the separate router. Either that, or remove the router completely. 

As all your other devices are working as they should and it's only the Xbox having the issue, we would have to agree the issue is with this and therefore we aren't able to support you further. 

The community are still here to help and you also have the option of seeking further support from our Gadget Rescue team. Please be aware that is a chargeable service and you can find out more here. 

Apologies once again. 

Thanks, 

[SonarUK]

for testing purposes

remove everything connected to the virgin hub ports.

perform a factory reset on the vm hub with the pin hole

only connect 1 cable directly to one of the hubs ports that connects the xbox


has this already been done?