Download Speeds/Connection Speeds being THROTTLED. Multiple Contacts, NO help so far.

I have been having this issue for the past 2.5 months now. It has been a continuous problem now in that period, and I have contacted Xbox Support multiple times (live chat 3 times, phone twice), and have yet to be given a solution, or even an explanation.

I pay for 100Mbps internet. My modem puts out 100Mbps internet. Through most parts of the day, they boost it to upwards of 125Mbps. Every device in my home (phones, laptop, tablets) recognizes and reaches these speeds, wired or wireless.

My Xbox One S, when I run a speedtest using the Microsoft Edge browser, shows speeds of 100+ Download and 10 Upload. This is the speeds I should be getting. GREAT.

But, my issue (for the last 2.5 months) has been that when I actually want to download something, suddenly my speeds on the console plummet. While downloading a game/app/update, my download speed top out at 40Mbps, and yoyo's all the way down to 5Mbps (averaging
out around 20).

When I run a "Multplayer Connection Test" it lists my Download speed as 25Mbps, never any higher.

So, 2.5 months ago, my Xbox would download games at a speed of 100Mbps or higher, no problem. This was consistent. Then, suddenly it changes and my speeds tops out at 1/4 that. Always.

This is unacceptable. And I have now contacted Xbox 5 times about it and have been brushed off every time.

Last week I contacted a live chat agent, who promised to send me a transcript of our convo, and to pass my case on to "the connection team," and that I would get a response in 24 hours at most. She never sent the transcript, and I was never contacted again
PERIOD.

When I spoke to the phone agent, he walked me through every possible troubleshooting method (resets, reboots, cache clears, MAC resets, manual DNS, open ports, etc). Nothing helped my issue.

The second phone agent exhausted all other obscure troubleshooting methods, and nothing worked. I asked for an explanation as to why this is happening to my console and he provided no answer. He also advised against sending in the console for repair because
he said he was certain it wasn't a hardware issue.

So, this is where I sit. My internet is FAST. But when I want to download on my Xbox, it is SLOW. Do not tell me the Xbox isn't capable, because it was getting those 100+ speeds just a few short months ago.

I have been given no explanation, no solution, and not even an offer of any sort of compensation. This is ridiculous. I just want the service I pay for to match what I've come to expect after years with Xbox Live.

HELP, please.

:)

 

NEED SERIOUS HELP!

have you checked you internet to see if you are being throttled? check your speed for free at www.speakeasy.net click the speed checker tool it will pitch you faster internet afterwards but you can ignore it anything 1 or under you may be throttled. that
would be a call your ISP problem

"If that does not work try resetting your router." (sorry)

 

slow internet speed

Before I elaborate, quick question: Are you being throttled by your ISP provider?

I ask this because I have a rather fast internet connection. However, because of my uncapped contract, my ISP provider is constantly throttling my data usage once it reaches excessive amounts. My suggestion to you is join gaming servers that match your connection speed. Otherwise, you're setting yourself up for laggy, horrid gameplay.

Personally, I haven't done enough research on satellite internet to talk about it. But it could be a solution to your slow internet speed problems.

 

Hey Messiah!

I'm sorry to hear about the networking issues. Let's see if we can work through things and figure it out. I don't want to double up on troubleshooting steps so could you please tell us specifically what steps you've taken so far? I see you mention "every
possible troubleshooting method" and even "obscure troubleshooting methods" but we'd like to know for sure what you have tried so we're not asking you to repeat steps.

Additionally, can you provide us with your networking information? Including your networking hardware information (make and model), ISP, and if you're using a wired or wireless connection.

Having all that will help us see what we can try next so do keep us posted!

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troubleshooting.

 

Hi Miss Bijoux!

I'm with Rogers. I pay for 100Mbps speed internet. My Xbox One S is wired to the modem. The modem is a Hitron 3.1, the latest model.

As far as troubleshooting:

Resetting the modem, new modem, wired connection, wifi connection, new ethernet cables, Xbox hard reset, Xbox factory reset, Alternate MAC clear, manual DNS, port forwarding, UPnP, DMZ, clearing blu-ray cache, full power cycle, manual IP, auto IP, static
IP.

 

Thanks for that extra information! Definitely sounds like you've run the gamut with troubleshooting which is both good and bad. Good that you've tried a lot, bad that it doesn't seem much is working.

One thing I don't see mentioned is potentially trying your console on a different network (preferably not Rogers and not one with a Hitron box). Do you have any friends that are using a different network that would let you test your console on their network?
If that's not an option, you can try using a smartphone as a hot-spot temporarily to test the download speeds. It won't be an exact match, obviously, but you can run speed tests to see what you should be getting on that connection and compare it.

Still trying to rule out everything we possibly can here; your patience is very much appreciated.

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troubleshooting.

 

I tried it at my parents' house. Same issue there. DL speeds topped out at 40Mpbs, but averaged between 15-25.

 

Hmmmm okay, that's interesting. Are you near a
Microsoft Store by any chance? If you are, I'd recommend bringing your console in and explaining that you're having network issues on multiple different networks. You can ask them to test it there in store to see if they're able to replicate the issue as
well. If so, I'd suggest asking if they can replace the console for you in-store so you don't have to wait for an exchange through the mail. Do note that if you're outside of the warranty period, you may have to pay a fee for the exchange.

Good luck and keep us posted.

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troubleshooting.

 

I really don't know why you people keep going in circles with me. I already told you I replicated the problem at another house with another network. And I've had TWO AGENTS tell me it's not a hardware problem, and that a repair/replacement would do no good.

This is ridiculous.

 

The fact that the issue is happening on multiple different networks would indicate that the issue is not a network one but rather is hardware related. The suggestion I provided above is the recommended course at this time.

Let us know how it goes and if you have any further questions.

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troubleshooting.

 

The other agents had all the same info you had and told me it wasn't a hardware issue. One of them even suggested it might be a Microsoft-side issue, throttling download speeds for many customers.

My Xbox achieved 100+ Mbps speeds until the December update (roughly), and now it doesn't. ANd 1 agent tried to convince me that it was never capable of those speeds anyway. So which is it?

 

If your console used to get the speeds in question and now doesn't on multiple networks, it sounds like hardware side issue to me. Our team consoles here at work are reaching those speeds and higher so we know the consoles themselves are capable of the speed
in question.

We suggest getting a repair/replacement. At this time, there is no further troubleshooting we can do until that has happened. If you get a replacement console and the issue persists, feel free to update us then.

Thanks for understanding!

 

Can you please at least explain why I've had no actual help on this issue so far before now? 5 different agents, all giving the same troubleshooting ideas even after being told they were already tried. 2 agents telling me not to bother trying to repair it,
and 1 telling me my original speeds never happened.

Why? This is bad service.