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Neal1685
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Xbox Live dropping out - modem needed?

My 14 year old son plays with friends on an Xbox Series S and keeps getting booted off games (as he puts it). He tells me it is something to do with deliberate saboteurs and having a fixed VPN with our Virgin router. He has tried switching to modem configuration for our router, but this hasn’t worked. He now claims that he will need to buy a separate modem just for his XBox.

So - all of the stuff I have written above is completely incomprehensible to me. Truthfully, I hardly know what I have just written!

But I really just wanted to know if my son is right that he will need to spend (a lot) of his saved pocket money for a modem (and if so, what should he buy?); whether it will actually stop his issues; and why he is having these issues in the first place - surely Virgin have a way of allowing the VPN to change when you log on (my son claims that they don’t, unlike other providers, and that this would solve things...???)

Help!

 

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jb66
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Message 2 of 9
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Re: Xbox Live dropping out - modem needed?

Millions of Virgin customers game with no issues on VM so I've no idea what he is talking about I'm sorry

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Andrew-G
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Re: Xbox Live dropping out - modem needed?

What your son means is that he believes rightly or wrongly that your connection is being targeted by more malignant gamers for a "denial of service attack" (DOS).  They do this using your Internet Protocol address (that's the IP numbers that are your "internet home address", looking something like 99.99.999.99), and uses software to flood your connection with incoming data, making the hub drop connections because it is swamped.  DOS attacks do occur, but are rarer than many gamers believe, and it could just be a shonky broadband connection.  If it DOS, then that's usually self inflicted, because there's a certain effort to setup a DOS attack, and it would mean that the perpetrator wants to spoil your son's gaming sufficiently to bother.  Possible triggers are simply being such a red hot gamer that somebody else wants him out of the league (limited probability), cheating (limited probability, most games have anti-cheat technology), and rudeness or other insulting behaviour in real time gaming chat (very high probability, in my opinion).

Buying a new modem won't help, customers can't connect their own modem to a VM connection.  Connecting your own wifi router to a hub in modem mode won't help either.  You can switch between modem and router modes with your hub as already tried, that changes the IP address, but these IP addresses are "sticky" and don't change often, so it is in effect a single try solution and doesn't help.  And until whatever behaviour is causing somebody to DOS your son stops, it's always a case of needing a new IP address.  VM won't routinely change customer IP addresses, and rightly so - if a customer has "polluted" an IP address by inviting a DOS attack, why should it go back in the pool for some other customer to end up with it?

There's only three options I can see.  

The first option is that this may not be a DOS attack, and you (or he) need to examine the connection quality, and see if there's a fault that VM can fix.  As a start, (get him to do this) connect to the hub and pull up the log in page for the hub.  But don't log in, just click on the link "Check router status"  That'll bring up a window with five tabs.  Open the Downstream tab.  Select all the text (Ctrl-A if using a keyboard), copy it (Ctrl-C), then paste it (Ctrl-V) into a reply here as text, not screenshots.  Post that, do the same for the Upstream and Network log.  You'll get an error message when you post the Network log, just click on "post" a second time.  Then we can check for any obvious problems with power, noise or error counts.  When he's done that, he needs to setup a BQM over at https://www.thinkbroadband.com/broadband/monitoring/quality that'll show what's going on with your VM connection.  Post a link to a live, shared graph here and we'll see what's happening.  Usually needs to run for 24 hours before we can draw reasonable conclusions, but the live graph will continuously update so he can post that link immediately.

The second option, if the VM connection is not faulty is to take a subscription (his fault - out of his pocket money) for a gaming-compatible Virtual Private Network.  For a long contract that can be as little as £3 a month, eg with Nord VPN.  What that does is take his/your data traffic and disguise it's origin, and every time he connects the IP address is different.  Adds a small ping overhead, but again, his problem. 

The third option is to get an Openreach ISP connection.  These usually allocate a new IP address when the hub is power cycled.  Download speeds will be lower, and some people have concerns that the Openreach modems have to settle down for a day or two after being power cycled if they are to deliver optimum performance.  If you're in a fixed term contract with VM this may be prohibitively expensive due to exit penalties.

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Neal1685
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Message 4 of 9
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Re: Xbox Live dropping out - modem needed?

Thank you, that all makes a lot of sense to me.

I know every parent says it, but I genuinely can’t see my son being a wind up merchant- it really is quite far from his personality. 

Your solutions sound very helpful... I will go through this with him, now armed with knowledge, once he wakes up (he is, after all, a teenager! 😁).

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Neal1685
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Message 5 of 9
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Re: Xbox Live dropping out - modem needed?

 
 
Downstream bonded channelsChannel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
11387500005.937256 qam1
21467500005.537256 qam2
31547500005.137256 qam3
41627500005.337256 qam4
5170750000537256 qam5
61787500004.837256 qam6
71867500004.537256 qam7
81947500004.538256 qam8
92027500004.337256 qam9
10210750000437256 qam10
112187500003.937256 qam11
12226750000438256 qam12
132347500004.138256 qam13
142427500004.438256 qam14
152507500004.538256 qam15
16258750000538256 qam16
172667500005.338256 qam17
182747500005.438256 qam18
192827500005.538256 qam19
202907500005.638256 qam20
212987500005.938256 qam21
223067500005.938256 qam22
23314750000638256 qam23
24322750000638256 qam24


Downstream bonded channelsChannel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1Locked37.6219977462
2Locked37.3234164932
3Locked37.6155844633
4Locked37.6171915294
5Locked37.6188766220
6Locked37.6107004775
7Locked37.6108845573
8Locked38.689625783
9Locked37.6127474837
10Locked37.3143814119
11Locked37.6111695263
12Locked38.637933361
13Locked38.636212509
14Locked38.634422287
15Locked38.932572019
16Locked38.631951785
17Locked38.931072805
18Locked38.631672078
19Locked38.930792138
20Locked38.629812641
21Locked38.931462989
22Locked38.931652893
23Locked38.629852764
24Locked38.931042652
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Neal1685
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Re: Xbox Live dropping out - modem needed?

 
 
Upstream bonded channelsChannel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
13940035543.5512064 qam4
24620019143.5512064 qam3
36030006845.3512064 qam1
45369998444.3512064 qam2


Upstream bonded channelsChannel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0000
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Neal1685
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Re: Xbox Live dropping out - modem needed?

PasswordShow
 


 
Router status
Network LogTime Priority Description
18/04/2021 16:31:6Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/04/2021 16:31:6criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/04/2021 16:31:5Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/04/2021 16:31:5criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/04/2021 16:31:3Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/04/2021 16:31:3criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/04/2021 16:31:3Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/04/2021 16:22:38noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/04/2021 16:22:38Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/04/2021 16:05:46noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/04/2021 16:05:43Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/04/2021 01:26:26criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/04/2021 20:16:52noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/04/2021 20:16:33Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/04/2021 20:15:38criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/04/2021 20:09:8Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/04/2021 20:09:8criticalSYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/04/2021 20:01:15Warning!RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/04/2021 19:35:3ErrorMap Request Retry Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/04/2021 19:31:9criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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Neal1685
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Message 8 of 9
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Re: Xbox Live dropping out - modem needed?

https://www.thinkbroadband.com/broadband/monitoring/quality/share/d94bbd34b64db387662a55a8d3d2576273ec45da

 

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lotharmat
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Message 9 of 9
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Re: Xbox Live dropping out - modem needed?

BQM doesn't look too bad at all - I'd be concerned about the PostRS errors (these are the uncorrectable ones)

Usually VM ask you to power off the hub for 5 minutes to reset the errors and keep an eye on them - if the PostRS errors are climbing - it can be a symptom of noise ingress and VM would need to book a technician to investigate!

Hope this is helpful!



------------------------------------------------------------------
Hub 3 - Modem Mode - TP-Link Archer C7

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