Hi, to starts things off i'd like to post my chat with the oh so corporative OOL rep. Karl: Hi, my name is Karl. How may I help you?
Jay Waldner: Hi Karl
Jay Waldner: I need some help here
Jay Waldner: So for about 3 months here, i have been having issues with xbox live over optimum internet
Jay Waldner: I have done every possible tpye of trouble shooting
Jay Waldner: What im asking is if you guys would be able to open the ports needed for xbox live from your end?
Jay Waldner: Or in my modem
Karl: I understand the issue and sincerely apologize for any inconvenience with your Xbox. I will be happy to assist you.
Karl: We have thousands that use Xbox on our network, never once have I had to open ports.
Karl: The issue has to be with your router
Jay Waldner: Can't be
Jay Waldner: I've bypassed it
Jay Waldner: And plugged direct into modem
Jay Waldner: You can look on my service records, i have had around 5 techs come out, new lines, new splits, and a brand new modem
Karl: Modem then needs to be reset as the modem currently sees the Netgear
Karl: I see slow speed issues
Jay Waldner: What do you mean?
Karl: You asked me to look at your records
Jay Waldner: Oh
Jay Waldner: Ya
Jay Waldner: It all originated because of issues over xbox
Jay Waldner: But everything works crystal clear, other than xbox live
Karl: It's your router
Karl: Or the Xbox
Jay Waldner: Heres the thing
Karl: I see the netgear currently connected
Jay Waldner: I asked two of my friends to stop by a few days ago
Jay Waldner: We tested their xboxs
Karl: Your router has ports that may need to be openned
Jay Waldner: And it had the same problem
Karl: Your router
Karl: Jay, the number you need to call to reach Netgear is 1-888-638-4327. Once you call, they will be able to further assist you with this issue.
Jay Waldner: That dosne't make sense though
Jay Waldner: Why would it be the router if i was direct plugged into the modem?
Karl: Because you did not reset the modem when you connected the XBOX direct to it
Karl: The modem has a current 3 + day uptime indicating that the modem was not reset today
Karl: If you simply move the Ethernet to the XBOX , WITHOUT resetting the modem, it still will not work
Jay Waldner: I understand that
Karl: Try moving the Ethernet to the XBOX, unplug the modem for 30 seconds, plug back in the modem and start up the XBOX and you should not have an issues
Jay Waldner: There is an order in which you need to power them
Karl: Power down the modem.
Karl: With the modem powered down, move the Ethernet over to the XBOX( do this with the XBOX powered down as well )
Jay Waldner: I've power cycled it all before, im not having a problem connecting
Jay Waldner: Its once im connected
Karl: After moving the Ethernet over, power up the modem , turn on the XBOX
Jay Waldner: Everything i do is delayed
Jay Waldner: As if it had a high ping issue
Karl: I am not seeing anything at issue on the modem at this time
Jay Waldner: I know
Jay Waldner: I have a ping of 8
Jay Waldner: Speed test is saying 58 down
Jay Waldner: 8 up
Jay Waldner: Thats all great
Jay Waldner: But its all only on xbox live
Karl: Exactly where you need to be
Jay Waldner: Which is why im suggesting something isnt opened
Karl: I advised what you need to do next.
Karl: Is there anything else that I can assist you with today, Jay?
Jay Waldner: Karl, i've power cycled it before tons on times...That isn't my problem
Jay Waldner: of*
Jay Waldner: There is something else causing a problem
Karl: Then I would contact Xbox as there are no open issues in regards as to XBOX on our network
Karl: Jay, the number you need to call to reach Microsoft is 1-800-936-5700. Once you call, they will be able to further assist you with this issue.
Jay Waldner: I was actually talking with them today
Jay Waldner: We tried everything
Jay Waldner: And they advised me to either call you guys
Jay Waldner: Or try another isp
Karl: You did not reset the modem today
Karl: So try that as well
Karl: Is there anything else that I can assist you with today, Jay?
Jay Waldner: There is nothing else you guys can possibly do from your end?
Karl: Nothing here. You said you tried everything today but clearly the modem has not been reset today. That would be everything IF you reset the modem.
Jay Waldner: I understand what your saying, but its been a 3 month issues. Over those 3 months, i have done that tons and tons of times, which makes me think this 1 time at this 1 time of day won't fix it. Im sorry if i was rude before but this problem has been causing me numerous amounts of stress, i really want it gone :'(
Karl: I do not see a thing at issue here. You can replace the modem if you want as that "MAY" potentially be doing something but that would be the first time I've ever seen that. To view all the nearest walk in center locations please click on this link. »optimum.com/support/optimum_stores.jsp
Jay Waldner: The last tech i had out here did that for me (Which was about 4-5 days ago). Is it possible to put my xbox outside the modems firewall?
Karl: There is no firewall on the modem. Jay. You are not the first person that has used an XBOX on our network, me included. There has never been a port or a firewall ever that has affected any XBOX user that we had anything to do with .
Karl: If you are not going to take my suggestion to reset the modem and connect DIRECT to the modem again, there is nothing else I can do for you. Is there anything else that I can assist you with today, Jay?
Karl: Are you there, Jay?
Karl: Hello, are you still there? Without a response in the next few minutes this session may end.
Jay Waldner: I will take you suggestion but i can't at the moment due to others using the internet. If it is nothing from your network, and not the xbox itself, i out of ideas of what's causeing all these problems. I had every piece of line in and around my house replaced and the problem is still there. Might i add that when talking over xbox pary others voices will but out periodically.
Jay Waldner: your*
Jay Waldner: im*
Karl: Good luck with that then Jay
Karl: If nothing else today, thank you for choosing Optimum's Technical Support. Please be aware that we are available 24 hrs a day, seven days a week. Have a great evening, Jay.
Karl has disconnected.
So, for the past 4 months i have been having this odd issue over xbox live. The two main problems that are constantly accruing are delay while in games (I'll shoot but it wont show my shots aren't even registering) and over party chat and game chat, players mics will cut words out while they are talking. I have done everything i can possibly think of with troubleshooting my problem. My current modem (5 days old now after replacing it) is an Arris Tm822g Doc 3.0 and my rotuer is a Netgear WNDR3700v3. I have rewired my whole house, making my modems coax line being split total of 1 times. Within the modem, the power levels are between 0.28 and +1 dbmv downstream with 39 SNR. Upstream is 47 dbmv. Anyone you guys need me to post i will, just ask. Also, i have tried two other friends xbox's on our network (Direct connected to modem and router) with nothing being any better. Thank you all and i will be sure to read all posts