topic Re: XBOX Live not working in Broadband

XBOX Live not working

pixcellator — Sat, 07 May 2022 22:34:15 GMT

I have spent the whole of yesterday evening and some of today troubleshooting. Tried to call customer support today - of course the phone lines were "too busy" and recommended I call back "in a couple of hours".

I am convinced there is an issue with a recent firmware update or other upstream change on my broadband service which is preventing Xbox Live from functioning.

Everything was working fine until last week and now all of this week I have been unable to use Xbox Live. I have removed and reset routers and devices, meticulously added and removed firewall ports until I finally saw the Teredo service on port 3074 appear under UPnP - yet it is still not working. Neither my Xbox Series S nor my Xbox 360 can communicate with Xbox Live any longer, both were working previously.

Today I tried using the Xbox on my mobile hotspot and of course it started working straight away. When I came back a couple of hours later and tried the hotspot I had the same issue I now have on TalkTalk, so I pretty much KNOW this is being caused by the ISP.

Unfortunately you don't provide access to the latest or historical router firmware or any roll back options, so I'm unable to test that and see if it resolves. Can you roll back my firmware or whatever you have to do to get my Xbox Live working again?

I can see that this question has been asked multiple times before with no solution and I'm now slightly past cheesed off, so allow me to be abundantly clear - if this is not resolved on or before Monday I will be cancelling immediately without your permission - contract or no contract.

Thank you.

Router: TalkTalk Wi-Fi Hub version SG4K100136

Re: XBOX Live not working

martswain — Sun, 08 May 2022 06:32:27 GMT

@pixcellator staff support will not be available until Monday, when they will work through all the topics from the weekend, so throwing your toys out of the pram on Monday will not get you any help here.

You also said

"Today I tried using the Xbox on my mobile hotspot and of course it started working straight away. When I came back a couple of hours later and tried the hotspot I had the same issue I now have on TalkTalk, so I pretty much KNOW this is being caused by the ISP."

So unless that hotspot is from TalkTalk Mobile, there are obviously other issues that are NOT ISP related.

If you cancel you'll be liable for early termination charges and if you just stop paying, add extra charges for doing so.

If you manage to change ISPs and have a debt to TT, they could report that to CRAs and have been known to sell debts to recovery companies.

Re: XBOX Live not working

ferguson — Sun, 08 May 2022 10:42:55 GMT

@pixcellator There were widespread outages with Xbox reported yesterday as a quick Google will show, other search engines are available. From what I can see these have been fixed now, have you tested again since posting?

Re: XBOX Live not working

pixcellator — Sun, 08 May 2022 12:32:09 GMT

Hi ferguson. Thanks for the response. Unfortunately as I mentioned this has been the case for more than a week. The fact I could use my mobile hotspot and it worked straight away whereas it hadn't been working on TalkTalk is what I was trying to highlight.

They have 100% broken something, its being reported and they've done nothing about it.

Thanks tho

Re: XBOX Live not working

ferguson — Sun, 08 May 2022 12:43:06 GMT

OK, is it still not working on your TalkTalk connection, while it is on your mobile hotspot? Have you tried resetting the Xbox?

Re: XBOX Live not working

pixcellator — Sun, 08 May 2022 13:04:23 GMT

@martswain

// staff support will not be available until Monday //

And whose problem is that? It isn't my problem that no weekend support is provided and that the phone lines are full, is it? That isn't the fault of anyone who works here on the forum of course, but its a fact.

// when they will work through all the topics from the weekend //

Thats fine, I know they will

// so throwing your toys out of the pram on Monday will not get you any help here //

If it doesn't then I will be looking elsewhere. You're assuming that I have no prior dealings with TalkTalk - I do, I have and I told them when I signed up that I had an issue with their support and service last time I was subscribed. ALL contracts are conditional and predicated upon the service being fit for purpose.

// You also said

The reason I highlighted this is for the reason stated - the issue was a tightening of my NAT settings fro. OPEN to MODERATE/STRICT - this can happen when ISP's have settings in place such as Homesafe, etc.

I am simply trying to provide the information because it is relevant - interpretation is another issue.

// So unless that hotspot is from TalkTalk Mobile, there are obviously other issues that are NOT ISP related. //

I beg to differ - the fact it worked without issue and then was locked down after disconnection indicates to me that the mobile ISP has implemented a lock - this is very common.

// If you cancel you'll be liable for early termination charges and if you just stop paying, add extra charges for doing so. //

They can try and charge me whatever they like. Contracts are conditional.

// If you manage to change ISPs and have a debt to TT, they could report that to CRAs and have been known to sell debts to recovery companies. //

Who I will subsequently ignore. I'm not new to dealing with utility companies who think they can do whatever they like, but thank you for your concern.

As I said, these issues with Xbox and VPN have been reported recently and other people are linking it to a firmware update. Since TalkTalk do not provide information or notifications on the status of upgrades and so on, that is also not my problem - but it is a fact they know about this issue and haven't fixed it. Majority of people will not use this forum, they have probably been on the phone waiting for an hour or so. I have no intention of being messed around. I spent the last 10 days or so blaming my game provider and Microsoft. Now I know it is TalkTalk who are to blame and I'm MIFFED.

They gather data on devices, so they can find out who has an Xbox and fix it, or reach out or something.

I am reasonable, but I have every right to be annoyed at the same time.

Re: XBOX Live not working

ferguson — Sun, 08 May 2022 13:00:29 GMT

@pixcellator Have you seen my previous post?

Re: XBOX Live not working

pixcellator — Sun, 08 May 2022 13:59:43 GMT

@ferguson

// OK, is it still not working on your TalkTalk connection, while it is on your mobile hotspot? //

Correct it is still not working. I will try it again on both when I get home as I had also gone through giffgaff to lift restrictions on my mobile hotspot, but I'm not overly optimistic.

// Have you tried resetting the Xbox? //

If you mean factory reset no, I have shutdown and restarted it several times between changes. Also, the other factor is that both my Xbox S and Xbox 360 are the same and both were fine until last week.

Thanks

Re: XBOX Live not working

ferguson — Sun, 08 May 2022 14:04:27 GMT

Well it's worth a try, the support channels suggest as such.

Is your broadband otherwise working OK apart from your Xbox devices? If so, it is unlikely to be a TalkTalk issue as such.

Re: XBOX Live not working

pixcellator — Sun, 08 May 2022 19:21:13 GMT

OK, when I got back home today I tried to come at it fresh and start again. Worked through all the firewall rules one by one. I noticed that sometimes my changes were not taking, so I thought perhaps there is a configuration corruption after the firmware update and thats why it is misbehaving? So I decided to factory reset the router as a last stand and to my pleasant and tentative surprise my Xbox is back online. Hurray!

Of course I will have to restore some custom port forwards and so on, but at least it is working again.

I will risk the custom configuration later and monitor, but I think the thread can be closed after Monday.

It would be nice if you can confirm that the issue is caused by a firmware and if so posy a sticky thread or something so we have something more definitive to find.

Thanks

Re: XBOX Live not working

Anonymous — Mon, 09 May 2022 07:14:31 GMT

Hi,

I'm sorry for the delay and thanks for the update.

Thanks

Re: XBOX Live not working

pixcellator — Wed, 11 May 2022 18:46:48 GMT

OK, I had a couple of days ok, although I noted lag in game that I didn't have before. This evening, Internet became haphazard and then stopped working. Again I could not get NAT on my Xbox and it read "NAT Type: Getting Info". Eventually rebooted the router and rest of devices came back online, but Xbox is back to square one although with NAT Type:Moderate, but still it isn't working.

I think I've had enough and would like my router firmware rolled back please.

Re: XBOX Live not working

ferguson — Wed, 11 May 2022 19:48:55 GMT

Why not try Open NAT on the Xbox?

Re: XBOX Live not working

pixcellator — Wed, 11 May 2022 20:13:04 GMT

Yes, thats the gist of what I'm saying. This is my Xbox connected to the 2nd broadband line from EE

and this is my Xbox connected to my broken TalkTalk afterwards.

Both are within range of my Xbox, but the TalkTalk broadband is mine and it isn't working correctly for at least the last 2 weeks.

My money is still on a router firmware upgrade, but there is definitely a problem.

Thanks

Re: XBOX Live not working

ferguson — Wed, 11 May 2022 21:00:02 GMT

Have you got UPnP enabled on your TalkTalk router?

Re: XBOX Live not working

pixcellator — Wed, 11 May 2022 21:18:51 GMT

Yes, UPNP is enabled. Router is still at factory defaults and was more or less working, but dropped out today, just the same as last week.

Re: XBOX Live not working

ferguson — Wed, 11 May 2022 21:36:52 GMT

OK, try this, one of many examples I can find:

https://stealthoptional.com/how-to/how-to-refresh-or-change-nat-type-on-xbox-one/

Re: XBOX Live not working

pixcellator — Thu, 12 May 2022 16:11:58 GMT

Thanks ferguson, I had already gone through this or similar.

Re: XBOX Live not working

pixcellator — Thu, 12 May 2022 16:15:13 GMT

@Anonymous

Could you please pickup my issue again? I am guessing only that my router firmware was updated in the last 3 weeks, perhaps you could confirm? If so could you please roll it back. If not, do I need a new router?

Thanks

Re: XBOX Live not working

Debbie-TalkTalk — Fri, 13 May 2022 07:50:41 GMT

Hi pixcellator

I can make a change to your firmware, when would be the best time to do this?

We advise to leave the router switched on without being rebooted whilst we update the firmware, this should take no longer than 15 minutes to update.

Thanks