US Cable Support > OptimumOnline > [Internet] [OOL] Problem with xbox live for about 4 months

[Internet] [OOL] Problem with xbox live for about 4 months

Is your Xbox in the same room as the modem or do you have long wires run? You can try a different wire to the modem in case it is related (especially since you said only xbox has issues). You should also test for packet loss on the connection, especially to the IP address/server name you are connected to while for XBL.

It has nothing to do with a port. The port is not blocked, and if it was you wouldn't connect at all, not only see QOS issues.

I happen to be in the same room as my modem, but i have about a 25 foot long wire that runs over to my xbox. I've moved my xbox up close to my modem and tested playing with a normal, short wire and had the same result. As for doing pack loss, i had a rep out around 5 days ago who tested all my lines for loss with his hand held machine. Im not sure if it is the same but, if not, can you explain the steps for testing the IP you talked about in your reply?

If your router allows you to see a list of active connections, you can shut everything down for a minute or two, connect to XBL, then try to ping the IP address that is newly listed. There are multiple IP addresses, I'm sure, but testing one that is giving you problems may help confirm or eliminate that as a cause.

Finding the IP is the hard part as the router may not show that. You can google your router model number & active connection ip to see if you can get instructions on exactly where it may be listed. If you get the IP, open a command prompt and type:

ping [ip address found] -t

After a few minutes, control c will stop the ping and give you stats on packet loss.

reply to Bones13
CV does not block ports that are required for xbox to work. If you connected your xbox directly to your modem, bypassing a router, every needed port is open.
Block/filtered/closed ports would not cause random lag spikes or drops in voice chat.

It sounds like either games' servers are shit or people you talk to over xbox have shit connections...
Or you have a bad controller which does not register your every input.
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reply to Bones13
The Rep told you clear as day they STILL saw Your 3rd Party Router, Netgear, still connected to the Modem... If you were telling the truth either you never rebooted your modem, or the modem was still holding onto the Netgear settings which is highly unlikely if you did a hard modem reset after plugging directly to the modem.. More than likely you still had Netgear connected and weren't telling the Truth.. I've worked for TWC and have seen thus happen numerous times after countless times getting ppl to actually remove their routers and hard booting the modem afterwards from the cable companies end...

reply to frdrizzt
Ok, i have my xbox as a reserved IP so it shouldn't be hard to find. Tomorrow, ill ping my xbox's IP and post the results of here.

reply to gambitNJ
I never unplugged my modem while over the chat with him. First off, it would have disconnected me from the chat. Second off, i have powercycled the modem so many times now i cant even keep track. I was saying that i didn't think that doing it again this one times was going to change anything, so i asked him if we could skip the step as if it didn't change anything. He was too stubborn to listen to anything i told him. On the note of the controller, i have a few different ones and tried them all. If i've tried multiple xbox's connected to my modem directly via ethernet cord, and still had problems, i don't understand what else i can do from my side of it. Like i said, the modem is brand new after replacing a total of 3. I also had every line replaced going up to the telephone pole at the end of my house. My modem also had it's own separate coax cable which goes through 1 splitter which also had been replaced. When the Tech came, he tested everything and said my connection was great and flying. I completely agree with him because it does for just about everything other then xbox live....

XBOX-Live is an over-the-top Internet service that no ISP, including OOL, will or can support beyond ensuring that your core connectivity works (packet loss, no service, etc.).

What you appear to be expecting of OOL is a support level akin to asking your new car dealer to intervene on your behalf (with whom?) over highway traffic congestion, when all he can reasonably be expected to be responsible for, is to make sure the lot's gate is open when you drive off.

Yes, that crazy.

Microsoft should have all the tools and infrastructure at their disposal to run 'big-data' performance analysis on players' network performance - and be able to tell whether it's just you or your entire ISP having trouble, or whether the numerous CDN/gaming servers they are running are in good health and reachable with low latency from your location. (Netflix indeed knows such key performance indicators ; all you get to see of them are their monthly "ISP scorecard" performance reports).

If MS choses not to make such KPI data part of their own trouble-shooting, network management and support processes, they don't really understand their role as an Internet over-the-top service provider.

OOL for their part, most certainly has the tools and support infrastructures in place to be able to tell that your cable modem is operating properly, and the road's wide open. They will not, and should not care where it takes you: that's your and Microsoft's problem.

PS: My PlayStation Network connection is working fine, even though the CDN Sony uses to distribute content (game updates, PSN Store purchases) is really crappy, and I never get more than 2-3 Mbps for the updates. Again, totally not OOL's fault.

Thanks for the reply

Right now im at a lose of what to ask the xbox reps, or any reps in general about what i can do to fix my problem.

What im looking for is any type of specific things i can ask them to figure of my problem, because at this point i almost feel like i've asked everything /

Any type of help would be great, and again, im willing to do anything in takes to get this problem gone with....

reply to Bones13
1. Go to BestBuy and buy a router and compare the performance to current router. If the problem persists, return the new router.

2.Do a system reset on the Xbox and reset the old router to new as well.

3.Enable UPnP and all other Xbox ports via the new/old router.

4. Try a new ethernet cord if your using a wired connection.

If none of that helps, report back

Ok, lets see...

1. At the moment, i have a Netgear WNDR3700v3 which was a replacement an older netgear router when i began to have the problems. Even after replacing the older netgear router, the problem was still very much there and didn't get better.

2. I've reset my xbox a few times when on the phone with xbox reps. No change.

3. My first thought was it might of been the cord i was playing on, so i replaced it with long, and short cords and even tried wifi. Once again, still there.

4. As for UpnP and ports, UPnP is currently on but i don't have port forwarding or triggering all forwarded at the moment. I have my xbox DMZed which should do everything port forwarding would. I've tried port forwarding in the past though and it didn't really fix my problem.

5. At this point i've completely taken the router out of the equation, and just directly plugged my xbox into my modem so i guess we can take out next steps from there. Even with it having a direct modem connection, the problem still seems to say around : /

reply to Bones13
Do you have this problem in all games or only in some specific ones?
Do you talk only with a few of your friends or do you experience this problem with anybody you talk to?
Have you tried talking your console to your friends or somewhere else where you can connect it online and see if you still experience these problems?
Are you experiencing this problem 24/7 or only during peak usage time?
When your friends used their consoles, did they somehow login into their xbox account or did you use your account?

And be truthful. Making your problem sound worse than it is can mislead in troubleshooting where the issue is.

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reply to Bones13
and just to be clear, are you using all wired components?
wired xbox and wired mic?

possible interference may be the cause if wireless is used.

i definitely had mic cutouts using the microsoft wireless headset back when i played.

reply to MxxCon
1. Yes, i really only play two games which are Call of Duty and Nhl 13. Nhl 13 is on the EA servers and Call of Duty is over xbox servers. I seem the experience more so lag over the Ea then the xbox servers, but there is still enough over xbox servers me make my experience not very enjoyable.

2. Anybody, i've tried party chat or game chats depending on the game.

3.No, i've never brought my console to their house within the period of my problem happening. It's been to their houses and my grandparents before i started having problems and worked fine.

4.This is the sort of tricky part, i would say about 90% of the time yes, i experience problems, but out of the blue i sometimes get a fairly problem less experience. It's not to the point where its running clear again, but i'd say its on the scale of more playable. As for when this happens, i can't really say it happens at certain times in particular. More of an almost random type thing.

5.When the two of them came, the both sighed into their profiles. While on the topic of profiles, one of the xbox reps had me do a few things with my profile. 1 being going onto it from my computer and updating all my information. He said that an xbox profile is like a key, if part of the key is broken, it you're gonna have problems opening the door. I've also deleted my profile and re-downloaded it a few times.

6.I use turtle beach x12s, so they are wired into my xbox via USB and the Red and White component cables into the back of my T.V. Not quite sure it's a mic issue because when i do get that random 10# spur of somewhat better connection, all voice/chat problems go 100% away but the delayed gameplay still stays.

reply to Bones13
okay, so my suggestion would be to definitely try out another headset just to completely eliminate that as the issue.

and is your NAT on the xbox open, moderate, or closed?

this definitely doesnt seem like an xbox live or isp issue, but isolated to something within your setup.

I play COD BO2 a decent amount online and know a bunch of other people who do. We all see moderate or open and it changes session to session. In general I don't have lag issues. But they certainly do come up from time to time. I am using the Actiontech MI424 rev F that Verizon FIOS provided. Below is the ports I have forward. Some are for live specifically and some COD sorry I didn't comment which are which since the OP needs both it doesn't matter. I think also port 53 (DNS) should be forwarded but I don't have that setup since my previous router was set to do OpenDNS DNS Crypt and all my DNS traffic was going to them regardless.

Anyway.

XBox360
192.168.15.4
Destination Ports 3478
TCP Any -> 3478
UDP Any -> 3478 All Broadband Devices Active

XBox360
192.168.15.4
Destination Ports 4379-4380
TCP Any -> 4379-4380
UDP Any -> 4379-4380 All Broadband Devices Active

XBox360
192.168.15.4
Destination Ports 27000-27050
TCP Any -> 27000-27050
UDP Any -> 27000-27050 All Broadband Devices Active

XBox360
192.168.15.4
Destination Ports 88
UDP Any -> 88 All Broadband Devices Active

reply to max pl
That sounds good, rather have it be that than something from either of the two. For NAT, it's always been open for me. I'll see if i can try another headset sometime over the weekend. How about the in game delay issues?

reply to jcondon8
You don't need to forward port 53. Your devices make OUTGOING connections TO port 53. Virtually all consumer routers do not restrict outgoing connections.
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reply to Bones13
What xbox rep said about your profile "broken key" is pretty bs. If some of that info is incomplete, it will either work just fine because that info is optional or it won't work at all because that info is mandatory.

It's possible that if you have a wrong country or state that maybe xbox live connects you to less optimal servers. But beyond that I don't know enough about xbox live's service to know if there's something behind the scenes that could affect how your account connects.

Consider signing up for »www.testmyisp.com/ If you are selected, they will send you a free router does pretty extensive network testing and monitoring and at any time you can see the results. Among those tests are network jitter and packetloss. If there are problems if your connection, this router will tell you.

Also consider trying some of the tools at »measurementlab.net/measurement-lab-tools
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