I'm unable to use the Xbox rewards app since changing ISP

Dan Elms · Sep 9, 2022

Hi,

As the title states, for some reason since switching ISP I'm unable to use the Xbox rewards app. This problem persists across Xbox Series X, Xbox One X and the mobile app (android).

On the Xboxes, I get an error message telling me to update my location and languages settings to the correct region etc. (these settings are correct).

On the mobile app, rewards appear if I'm connected using mobile data, but not if I'm connected via the home broadband.

Additional info:

Across all devices my IP location (according to whatsmyip.com) is the United States, which is incorrect. Using other IP location sites it will however appear as the United Kingdom, which is correct.

I'm almost 100% certain that my ISP is at fault, but after some communication with them they've requested that I ask Xbox / Microsoft which geoIP they subscribe to, even though these services worked before I switched to them. I've posted this here as I cannot get a call-back option when selecting networking issues on Xbox support, and my support from the Xbox Rewards support team just seems to be going in cycles of them requesting I send diagnostics so they can "re-escalate" the support ticket.

I just wondered if anyone has any idea why this could be happening, and hopefully get an answer to which geoIP would be in use for this service so I have something to go back to my ISP with?

Thanks,

Dan

:)

JosefLBohorquez

Hi, yes. As this issue is happening with all your devices. Definetly is an issue with the ISP

Hope they can sort this out for you as soon as possible.
Take care in the meantime, have a good day

JosefLBohorquez

Feel free to share the resolution when possible
Greetings

Dan Elms

Hi Josef,

Thanks for your suggestions, just performed a hard reset and set my router up again, no joy.

Also tried both suggested DNS settings with console restarts inbetween and no luck there either.

I'll have to be more assertive with the ISP I think in trying to get them to accept that's it down to them.

JosefLBohorquez

Hi and thanks for reaching Microsoft Xbox gamer's community. My name is Josef.
I'm an Independent Advisor and a Microsoft Xbox user like you.

Hope you're doing great today despite this Dan

Your ISP is the one responsible about where are you physically located.
If you can, please ask them to assign you an different IP address or ask them to assign a static IP address for your router and devices.

-----
In the meantime, may I know if you tried factory resetting your router? (SSID and password are going to reset as well)

Or, may I know if you tried using a different DNS address on your console?

go to Settings > Network > Advanced Settings

Once you’re inside the Advanced Settings menu, go to DNS settings and select Manual from the list of available options.
When you get to the next screen, enter 8.8.8.8 in the box associated with the Primary DNS and 8.8.4.4 in the Secondary DNS box.

Once the default DNS addresses have been changed, restart your console and see if the issue has been resolved at the next console startup.

(If that doesn't work use 1.1.1.1 as primary and 1.0.0.1 as secondary)

KCxStrange

Yeah my app is messing up as well, unable to see any rewards to redeem in the Xbox app.

I'm unable to use the Xbox rewards app since changing ISP