"You must have an active connection to play Xbox Live"

Hi, whenever I play online I get disconnected with this message - "you must have an active connection to play Xbox Live" - except, when I go back to the dashboard, everything is still signed in and working as normal, except the game will continuously disconnect
me. This happens when I play both GTAV Online and CoD Advanced Warfare, so I know it's not the game that's at fault. I have never had this problem while using an app, just while gaming. My NAT is open and I have ran the tests for both network and multiplayer
connections and it says everything is fine, but I still have the problem. Virgin Media claim the wifi signal is strong and claim everything is how it should be on their end and I've reset the router countless times and reinstalled both games and have made
sure all the updates are installed.

According to the Xbox detailed network statistics, the download speed is 36.88Mbps, upload is 6.05Mbps, packet loss 0%, MTU 1480, latency 160 ms and wireless strength is 100%.

I hope someone can help me find a solution because this problem is increasingly frustrating and is ruining my enjoyment of playing my Xbox, I want to enjoy the games but at the minute I don't see the point when I just get disconnected every time I try.

Thanks,

Mel.

:)

 

Disconnection - "You must have an active network connection to play Xbox Live."

Sorry for delayed response, ethernet cable was only just delivered today. With the wired connection, everything seemed fine earlier as I went for some late night gaming tonight, my NAT went to moderate and now strict. I've tried rebooting the Hub and power
cycling the Xbox and it's still saying strict, although the network connection and multiplayer tests say everything should be fine. Just trying out Black Ops 3 to see if it'll connect online and it says the NAT is moderate on there, not sure why the game and
the console are saying different things about the NAT but it's still connecting me to a game, at least.

My laptop (wireless) doesn't seem to be affected by any problems throughout the months when I've given up on the Xbox due to the issue, no disconnections at all. Although sometimes my phone will randomly disconnect from the WiFi to the mobile data as if
it's been switched off. Also, the other day, we had to reboot the Hub because my phone and my mum's tablet were saying they weren't connected to a network suddenly. I noticed on my phone, the WiFi icon had an exclamation mark next to it before we rebooted
the Hub, which I'd never seen before. The devices were connecting again after the reboot, although I remember I had the problem with the Xbox disconnecting that night.

 

Disconnection - "You must have an active network connection to play Xbox Live."

Sorry to hear it. Are you connected wirelessly? If so are you able to try an ethernet cable to see if you still encounter the same issue? If you do not then the problem would lie with the wireless in the hub itself.

 

Have you tried running a wired connection to your xbox with an ethernet cord? That would at least be away to see if your having issues of a signal dropping spastically causing issues.

 

Please try power cycling the console by holding the power button on it for 10 seconds until it shuts down.

I also agree with the post above. An ethernet connection will always be better than wireless.

 

Just tried power cycling the console and the problem is still happening on Advance Warfare. Unfortunately can't use a wired connection due to the other devices in the household relying on wireless. Actually, for the last few days everything was fine until
tonight and now we're suddenly back to square one for some reason, constant disconnecting.

 

Alright, give my suggestion another try but this time when the console is off try power cycling the modem/router by unplugging for 5 seconds as well.

 

You are saying you can't use wired due to other devices relying on wireless? Or did you mean other devices using all the wired ports? If the wired ports are all being used I would purchase a switch. A switch is a simple way to provide more ports for your
wired needs. If you are saying you can't use wired because of others in the household using wireless then I am confused on the statement.

 

onyx62is - When resetting the router, does it count to flick the mains switch for the plug itself? That's what we've always done to reset it. I've tried power cycling the Xbox again while doing that and the problem is still happening.

Mallhew G - What I mean is I can't use the wired because we need it to be WiFi for the other devices to connect to. In fact, I don't think Virgin Media even gave us a wire for the Super Hub (the one where you can choose between 2G and 5G) when they installed
it last year, I don't remember ever seeing one lying around after the guy had left or being given one. We're ringing up tomorrow to see if they can replace the Hub if needed to try and resolve the issue, I've read on other threads that some people blamed it
on that. To be honest, the XB1 was fine before we moved house last year, so maybe it could be.

 

Sounds like a good plan then to call your provider. I had a drop issue and I was using ethernet straight to the xbox. The culprit was squirrels. They had eaten enough through my line that it was barely keeping a connection. Good luck to you.

 

We hadn't gotten round to calling Virgin Media yet because the problem had stopped happening again at the time. Now it's happening again, just as Black Ops 3 is almost out. So frustrating. The Virgin Media support on Twitter weren't very helpful either,
they just sent me an article talking about making sure the Hub is placed correctly to get maximum wireless signal (even though they place it for you during installation so you don't get a choice in that.) I said the Xbox was saying the wireless strength was
at 100% and they just said to go to their forums instead, except I'm not the bill payer of the household, they'll want my mum's account for that and she can't remember her login details. I'm worried they'll send an engineer out and then the problem will stop
happening again and it'll make us look bad, since everything looks fine on the network settings. Apart from one thing, the 'latency.' I saw someone write on another site that it should be below 50 and mine is currently 171ms, could that be linked to the problem?

 

Sorry for the delay, just saw your response. I can't see a problem with flicking the mains, it still cuts the power to the modem.

Just out of curiosity, can you describe the placement of your modem as opposed to the placement of your console?

 

They're right next to each other on the TV stand.

Phoned Virgin Media today, they tried changing the WiFi channel, factory reset and opening the ports, they concluded that it's now a Microsoft problem and we have to contact them with all the ports they opened and see what they say.