Google Fiber

I just switched to Google Fiber and have been having a ton of intermittent connection problems (I am hardwired into the network, not on wireless). When playing online games (Fortnite, Rocket League, and NBA 2K19), I will just get disconnected with a notification
saying that I have lost internet connection. I'm still connected to Xbox Live. This has happened 10+ times in the two weeks I have had the service. I've reached out to Google Fiber support, and after a replacement of my router and just about every other
troubleshooting advice, they directed me to reach out to Microsoft. I'm hoping I can get some answers here. Thank you in advance.

:)

 

Google Fiber?

Hey guy,

We have a bug filed on this issue and we're working to get Google into our data. There are thousands of TV providers across the United States, so feedback like yours helps to make sure that we get all providers and guide data into the database.

 

Google Fiber?

They are actually 2 completely separate workstreams and processes for those. We have our device database and partners and our guide data and partners and they work independently from each other. There are places they cross (set top boxes), but many places
they don't (TVs, AVRs, etc).

 

See if this video helps

 

Thanks, but that video just shows Google Fiber download speeds. I don't have any problem with my download speeds.

 

You should check if this is a Xbox related issue or an internet related issue.

To thoroughly check that, please do the following:

Before you start playing on your console, start your PC or laptop.

Open up a command prompt. On Windows you press Windowskey+R and type "cmd" in the little box and press OK. On a Mac or Linux computer, you simply open up a terminal window.

Into the command prompt, type:

PING www.google.com -t

(if you use a Mac or Linux, omit the -t option).

That command should print out rows upon rows of statistics.

Now start playing, and as soon as you are disconnected from the game, check the output on your PC.

Do the numbers on the replies significantly change, or do you completely different outputs or even error messages?

 

Thank you for the response. I will try this out tonight and then provide an update.

 

So this time I got an error message stating:

"Do you own this game or app? If you have a game disc, insert it now. If you bought this online, make sure you're signed in to Xbox Live. If you don't have rights for playing it, you'll need to get it at the Microsoft Store. (0x803F8001)."

I had the command prompt on my PC pinging the Google website and there was no change to the output. Again both my PC and my Xbox One X have wired connection to my network. So I'm guessing this confirms that the problem is on the Xbox side.

 

Hello Mr lRogers

Sorry for the issue you having with connection. Want you to try something not ordinarily posted.

Go to Settings>network>network settings>advanced settings> alt mac address> clear and restart.

All this does clears network settings let it get fresh when it reboots.

Hope this works let us know.

Thanks

brad

Xbox forum Team

 

I tried this last night and will reply back if the problem persists or if this resolves it. Thanks for the suggestion.

 

Well, I made it one day before the problem started up again. I was playing this morning and it happened twice. I received the error: "Certain features require a connection to Xbox Live. Please check your network cables and configuration."

 

Hey there Mr Rogers,

I'd be happy to provide some input.

As an Xbox One X owner myself, I have personally experienced some intermittent connection problems hardwired as well. Generally basic troubleshooting does the trick, but does not solve the problem entirely.

I have seen a small amount of users also experiencing similar issues with the Xbox One X hardwired. What you describe is very similar to what happens to mine, a brief disconnection and then everything automatically goes back to normal. However, that's enough
to boot you from multiplayer and in some cases makes the game close due to the entitlement not being recognized for that brief time.

By any chance would you happen to be enrolled in the Xbox Insider program? I've thought about that could be the cause as the preview update builds may have some issues included in them and I was enrolled in the program for a few months before I left the
program.

I would suggest trying a
soft factory reset to reset your Xbox to factory defaults,
but before you do that make sure you know for sure your login information as the reset does remove the accounts form your Xbox and you will need to re-download them.

Even if you aren't in the Insider Program, you may still report a problem on your Xbox by downloading the

Xbox Insider Hub app and report the problem from the quick shut down menu by holding down the Xbox button on the controller. I have reported the problem myself and highly recommend you do so as well to get more cases sent to Microsoft.

I hope this helps!

 

Thanks for your insight. No, I'm not a member of the Insider program, but per your recommendation I did download the app and report the problem. I ran into the problem this morning, so I performed the soft reset, and about two minutes into my NBA 2K19
game, I was disconnected again.

 

Hi Jr,

I would recommend trying a
wireless connection on the console instead of an ethernet cable. It could be an issue with the ports on the console itself.

Also, here is a link that has to do with the console disconnecting from the network:

"My Xbox One is getting randomly disconnected from Xbox Live"

1. select Set up wireless network
2. select the appropriate router from the list of devices
3. enter the password
4. connect to the network.

Try this out and let us know the results.

 

Strangely enough, this has been working for a few days now. The moments when I can tell a normal disconnect would happen, there is a temporary lag, but then the game resumes. This didn't completely resolve the problem, but has changed it from game breaking
to more of a frequent annoyance. Thanks for the suggestion. I'll mark this as the solution and come back if the situation worsens again.