Xbox Series S wont connect to internet properly

Karl Roberts1 · Apr 30, 2024

Hi all, it seems my xbox wont connect to the internet properly, here's the issues i'm running into:

Xbox takes 1-2 mins to sign me in, no live images/videos play on home screen, xbox says it is connected to the internet

I Can’t download any games or apps, when trying, the queue has a 0.0% progress bar and again on the queue, there is no game/app picture

I have changed my Port to each different number

I have reset mac address

I have changed DNS settings

I have reset the xbox (power cycling)

I have factory reset the xbox

I have returned my xbox to the manufacturer and this is now happening on a brand new Series S

Open NAT type

Doing an internet speed test on the xbox, the results come back unavailable for Download, Upload and MTU, packet loss 0% and latency is around 140ms

Doing an internet speed test on anything else on the same network the results are 75 download, 27 upload and 7ms latency

This happens on wired and wireless connection

This happens on different accounts

This happens with and without active live subscription

:)

Rodrigo Oliver

Hello Karl,

This is strange, two connections are not working.

If it was an inteference issue, other devices on your home would have trouble as well.

You have tried all possible troubleshooting I could think of. If possible, it would be a good idea to try at least one other connection.

Do you have a friend or neighbor with whom you can take your console to his home and try to connect there? I apologize if this is asking too much.

If everything else fails, you should try contacting Xbox Support directly, they may know something I am missing.

Please enter this link for web chat: https://support.xbox.com/contact-us

If you prefer to contact them by phone, use this link: https://support.microsoft.com/help/28808/microsoft-store-contact-support

You can also request a callback: https://support.microsoft.com/home/contact

Karl Roberts1

Hi Rodrigo

Yep, i made sure to completely turn off the wifi on my phone (just tried again)

also tried on an old xbox one and have the exact same issue

so I'm guessing its an ISP issue for xbox's in my household? D: confusing

Rodrigo Oliver

Hi Karl, my name is Rodrigo. I'm an Independent Advisor and a member of the Microsoft community and I'd love to assist you today.

I am sorry to hear that.

This is an unique situation.

From all the troubleshooting you tried, I didn't see you mention trying a different connection.

Please, if you know how to do it, make a Wi-Fi hotspot router on your phone and connect to it.

That way we can isolate the issue, by using your mobile data plan.

If you connect and it works, the issue might be with your Router or Internet Provider.

Have you tried to call them?

I hope this helps.

Karl Roberts1

Hi Rodrigo

I tried using my phone to hotspot my xbox online but that has the same result weirdly?

could be the mobile signal isnt great around here

could it be my xbox account?

if it is an ISP issue, what steps can i take to try to make it work?

Rodrigo Oliver

Hello Karl,

Some phones offer a hotspot connection while still connected to the wi-fi.

Please, verify if you had turned the wi-fi on your phone first (disconnected from your home wi-fi) and then turn on the hotspot again.

I am unfamiliar with your ISP policies, but contact them and let them know what is happening, a technical visit or a change in the router settings (even a new one) should solve it.

Since this is the second console you are using, it does not appear to be an issue with the Xbox hardware.

Xbox Series S wont connect to internet properly