Loose Optical Port - Support has not helped me at all yet

steezlyons · Feb 28, 2018

Hello,

I just purchased an XB1X and the optical port is so loose any optical/toslink cable will just fall right out at the slightest movement of the cable and often the audio cuts out if it's not sitting in there perfect.. I have quality Toslink cables too...2x
Blue Jeans cables, 2x Astro's, and just a generic one, all of which snap into my TV and AV gear, but not the XB1X.

I started by swapping my unit for a new one at Best Buy (I only purchased it originally 18 days ago) but the second one had the exact same issue.

I put in a support ticket and the support has been horrific. Both chat support reps were more concerned with asking me how my day was then actually helping. They kept confusing HDMI port with Optical port and would take 5-10 minutes per each meaningless,
helpless message and would run me in circles for 2 hours each time. It took me literally two hours for them to say that a Offline support rep would email me, in which they never did. I went through this twice and still yet to have received any help.

I could send my XB1X in for repair but I feel that's annoying considering these units were faulty from the start. I'm almost certain if I try the Advanced Exchange Program, I'm just going to get someone else refurbished XB1X, is this accurate? I feel that
I deserve to be sent a new console and I can send mine back, I'm not sure if thats a possibility but when you just spent over $500 on a new console, wasted time exchanging it at Best Buy only to have the same issue, then waste hours and hours with the support
reps...I believe I should receive a new fully functional unit, not a refurbished, etc. If I wanted to buy a refurbished unit I wouldn't have spent over $500...

Any help, suggestions or tips or anything to go about this?

Thank you,

:)

J.R.G. · Feb 28, 2018

XB1X - Loose Optical Port - Poor support thus far

You should hear a snap/click when the optical cable is fully inserted; my guess is you're not pushing it in far enough.

steezlyons · Feb 28, 2018

XB1X - Loose Optical Port - Poor support thus far

Hello,

I'm looking for some opinions here and also to see if anyone else has the issue of their optical port being so loose any optical/toslink cable will just fall right out at the slightest movement of the cable and often the audio cuts out if it's not sitting
in there perfect.. I have quality Toslink cables too...2x Blue Jeans cables, 2x Astro's, and just a generic one, all of which snap into my TV and AV gear, but not the XB1X.

I started by swapping my unit for a new one at Best Buy (I only purchased it originally 18 days ago) but the second one had the exact same issue.

I put in a support ticket and the support has been horrific. Both chat support reps were more concerned with asking me how my day was then actually helping. They kept confusing HDMI port with Optical port and would take 5-10 minutes per each meaningless,
helpless message and would run me in circles for 2 hours each time. It took me literally two hours for them to say that a Offline support rep would email me, in which they never did. I went through this twice and still yet to have received any help.

I could send my XB1X in for repair but I feel that's annoying considering these units were faulty from the start. I'm almost certain if I try the Advanced Exchange Program, I'm just going to get someone else refurbished XB1X, is this accurate? I feel that
I deserve to be sent a new console and I can send mine back, I'm not sure if thats a possibility but when you just spent over $500 on a new console, wasted time exchanging it at Best Buy only to have the same issue, then waste hours and hours with the support
reps...I believe I should receive a new fully functional unit, not a refurbished, etc. If I wanted to buy a refurbished unit I wouldn't have spent over $500...

Any suggestions or tips or anything to go about this?

Thank you,

Internet Expert · Mar 1, 2018

The
Xbox services terms and conditions state that replacement devices will either be new or refurbished (section 13). These replacement consoles would be properly tested and verified to work, regardless of condition. The fastest solution for
you is to get it exchanged by Best Buy again, if that is possible. Otherwise, you can send your console in to Microsoft. Be sure to state your issue with the optical port so they know what to look at.

To start the repair process with Microsoft, go here: https://devicesupport.microsoft.com

If you need more assistance, contact Xbox Support by choosing phone or chat:
https://support.xbox.com/contact-us

Internet Expert

The
Xbox services terms and conditions state that replacement devices will either be new or refurbished (section 13). These replacement consoles would be properly tested and verified to work, regardless of condition. The fastest solution for
you is to get it exchanged by Best Buy again, if that is possible. Otherwise, you can send your console in to Microsoft. Be sure to state your issue with the optical port so they know what to look at.

To start the repair process with Microsoft, go here: https://devicesupport.microsoft.com

If you need more assistance, contact Xbox Support by choosing phone or chat:
https://support.xbox.com/contact-us

J.R.G.

You should hear a snap/click when the optical cable is fully inserted; my guess is you're not pushing it in far enough.

Spricey12

Yeah, the warranty is definitely a big plus point. There are other factors in the slims favour as well such as bigger HD and dedicated optical audio port. I currently use an optical adapter on my fat 360 and the fit is very loose.

Christyna64

You might need to get a repair done on it.

BarrelBurrito01

I don't own an xbox one x but from what I've read if it dosen't snap it will never hold the cable. If you removed the plastic piece cover the end of the cable and tried pressing it in kind of hard then you need a new cable orr there may be a problem with
the port itself.

Loose Optical Port - Support has not helped me at all yet