Some of the links and information provided in this thread may no longer be available or relevant.
If you have a question please post a new topic.
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Permalink
- Email to a Friend
- Report Inappropriate Content
Just moved from a HFC connection to a FTTN connection, and after waiting for a month to finally get a tech out to hook up the FTTN I am now getting 100% packet loss on the two xboxes in the house. Have hard reset both consoles and the router.
Tried both wired and wireless connections without resolving the issue. The PS4 and all other devices (PC, tablets, etc) in the house are able to browse and stream without issue.
Any advice
Solved! Go to Solution.
Accepted Solutions
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Permalink
- Email to a Friend
- Report Inappropriate Content
My understanding is that this will be rolled out to the larger community when it has been signed off
Was this helpful?
- Yes it was, thank you
- No, I still need help
Thank you for your feedback
Thank you for your feedback
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Permalink
- Email to a Friend
- Report Inappropriate Content

Re: 100% Packet loss on Xbox One
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Permalink
- Email to a Friend
- Report Inappropriate Content
Re: 100% Packet loss on Xbox One
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Permalink
- Email to a Friend
- Report Inappropriate Content

Re: 100% Packet loss on Xbox One
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Permalink
- Email to a Friend
- Report Inappropriate Content
Re: 100% Packet loss on Xbox One
Looks to be an issue with the Arcadyan Gen 2 smart modem.
Plugged in the Technicolor smart modem and everything is working perfectly. Luckily Telstra mistakenly sent me two modems
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Permalink
- Email to a Friend
- Report Inappropriate Content
Re: 100% Packet loss on Xbox One
This is interesting given I have also recently moved from FTTP to FTTN and my Xbox One now gets 100% packet lost on gaming tests as well! I have an Arcadyan LH1000 supplied by Telstra (Gen 2 Smart Modem 0.05.04r firmware version), but not fortunate enough to have another one to test with have also been unable to sign in to Xbox Live in the Xbox 360 emulator, but network tests state all good.
Hoping someone from Telstra can advise if there is a known issue with the modem and Xbox Live connectivity?
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Permalink
- Email to a Friend
- Report Inappropriate Content

Re: 100% Packet loss on Xbox One
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Permalink
- Email to a Friend
- Report Inappropriate Content
Re: 100% Packet loss on Xbox One
Tried port forwarding, DMZ, disabling UPnP, disabling IPv6 (not all of these at once), all with no luck. Have spent many hours on this issue, only thing I haven't tried is another modem. No issues with any other network device, and the Xbox One reports that the internet connection is working fine (which I can confirm). Affected on wired and wifi, will try tethering to my mobile tonight to see if it definitely the modem.
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Permalink
- Email to a Friend
- Report Inappropriate Content
Re: 100% Packet loss on Xbox One
I tethered my Xbox One to my Telstra iPhone and instant connection to Xbox 360 emulator Live account! While I am happy about that, curious to know what it is about the Arcadyan SMart Modem setup that stops the traffic???
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Permalink
- Email to a Friend
- Report Inappropriate Content
Re: 100% Packet loss on Xbox One
And just as a point of interest, plugged the modem back in and immediately disconnected from Xbox 360 Live!
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Permalink
- Email to a Friend
- Report Inappropriate Content
Re: 100% Packet loss on Xbox One
We are having exactly the same problem here - with exactly the same modem - with exactly the same gaming console - Xbox ONE. Everything else else is running smoothly - Foxtel Now, wifi through iphones and Samsung phones, and mac books, and ipads and smart tvs and the PS4
Any ideas??
My 11 year old is driving me crazy
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Permalink
- Email to a Friend
- Report Inappropriate Content
Re: 100% Packet loss on Xbox One
We are having exactly the same problem here - with exactly the same modem - with exactly the same gaming console - Xbox ONE. Everything else else is running smoothly - Foxtel Now, wifi through iphones and Samsung phones, and mac books, and ipads and smart tvs and the PS4
Any ideas??
My 11 year old is driving me crazy
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Permalink
- Email to a Friend
- Report Inappropriate Content
Re: 100% Packet loss on Xbox One
100% packer loss on the Xbox
Dmz’d
Port forwarded
Still no luck
Gen 1 smart modem died after 3 days. Back to the Technicolor it is
When will there be an update on this issue
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Permalink
- Email to a Friend
- Report Inappropriate Content

Re: 100% Packet loss on Xbox One
Have you taken a look at the suggestions in these other threads?
Need help? Check out our Community Wiki or Support Portal || Looking for a new mobile? Order online today || Get help with any Tech at Home with Telstra Platinum || Don't forget to tag answers as Accepted Solutions and give a Like to the member(s) who helped you out.
All moderation actions are supported by the CrowdSupport Community Guidelines
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Permalink
- Email to a Friend
- Report Inappropriate Content
Re: 100% Packet loss on Xbox One
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Permalink
- Email to a Friend
- Report Inappropriate Content
My understanding is that this will be rolled out to the larger community when it has been signed off
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Permalink
- Email to a Friend
- Report Inappropriate Content

Re: 100% Packet loss on Xbox One

IT Helpdesk and Technicial Support by Telstra Platinum
Helping Australians Find the Things that Matter Most with Telstra Locator
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Permalink
- Email to a Friend
- Report Inappropriate Content
Re: 100% Packet loss on Xbox One
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Permalink
- Email to a Friend
- Report Inappropriate Content

Re: 100% Packet loss on Xbox One
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Permalink
- Email to a Friend
- Report Inappropriate Content
Re: 100% Packet loss on Xbox One
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Permalink
- Email to a Friend
- Report Inappropriate Content
Re: 100% Packet loss on Xbox One
I gave up today and bought a Netgear D6220, Xbox One now happily connecting straight on startup to Xbox360 Live. Really disappointing I couldn't get it sorted with the Telstra provided unit...
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Permalink
- Email to a Friend
- Report Inappropriate Content
Re: 100% Packet loss on Xbox One
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Permalink
- Email to a Friend
- Report Inappropriate Content
Re: 100% Packet loss on Xbox One
If an update to your modem fixed it, would you mind indicating what version of firmware you are now on?
I am running the Arcadyan Smart Modem Gen 2, on 0.05.04r firmware
XBOX One X won't connect to XBOX Live at all. 100% packet loss.
Also I get dropouts from EA Origin on my PC every 5 minutes.
Neither problem existed on the old modem which was a 2 year old Technicolor Gateway Max.
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Permalink
- Email to a Friend
- Report Inappropriate Content

Re: 100% Packet loss on Xbox One
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Permalink
- Email to a Friend
- Report Inappropriate Content
Re: 100% Packet loss on Xbox One
Seriously its not as if the XBOX One is an uncommon piece of kit for customers to use. The Arcadyan appears to have been rushed out as an unfinished product.
In Telstra's own advertising of the launch of Gen 2 they say:
The revamped Telstra Smart Modem Gen 2 is just another way we are supporting a stronger, smarter, safer network. It delivers benefits that directly contribute towards our T22 productivity initiatives, with 50% less calls and complaints from customers using the Telstra Smart Modem 1.0.
There must have been a hell of a lot complaints about Gen 1.0 !!
One thing I will give it, the VoLTE works well - and Gen 2 modems are the only way to get VoLTE....
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Permalink
- Email to a Friend
- Report Inappropriate Content

Re: 100% Packet loss on Xbox One
Hey JohnnyDubz,
If you would like to discuss receiving one of these Gen 2 modem free of charge then this will have to be raised as an official complaint. This will allow us to have a specialised case manager assigned to investigate and resolve your dispute further. This can be completed via our secure form at
Let us know if you have any issues with this being raised further.
Need help? Check out our Community Wiki or Support Portal || Looking for a new mobile? Order online today || Get help with any Tech at Home with Telstra Platinum || Don't forget to tag answers as Accepted Solutions and give a Like to the member(s) who helped you out.
All moderation actions are supported by the CrowdSupport Community Guidelines
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Permalink
- Email to a Friend
- Report Inappropriate Content
Re: 100% Packet loss on Xbox One
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Permalink
- Email to a Friend
- Report Inappropriate Content
Re: 100% Packet loss on Xbox One
I can 100% confirm this problem is limited to the Arcadyan Gen 2 modems only.
I plugged in a Technicolor Gen 2 yesterday and the problem disappeared.
Telstra should be acknowledging this fault and publishing a timeline for a fix.
Half of the support staff know about it, others don't know anything about it.
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Permalink
- Email to a Friend
- Report Inappropriate Content

Re: 100% Packet loss on Xbox One
@JohnnyDubz, A fix is in the pipeline, however as firmware updates usually include several fixes & changes, it won't be rolled out on a large scale until it has successfully completed testing. Depending on the results of the testing - if additional issues are flagged, it may need to go back for review and further changes before being tested again. Because of this, we cannot currently advise when this will be rolled out.
Need help? Check out our Community Wiki or Support Portal || Looking for a new mobile? Order online today || Get help with any Tech at Home with Telstra Platinum || Don't forget to tag answers as Accepted Solutions and give a Like to the member(s) who helped you out.
All moderation actions are supported by the CrowdSupport Community Guidelines
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Permalink
- Email to a Friend
- Report Inappropriate Content
Re: 100% Packet loss on Xbox One
Also only a fraction of your tech support staff seem to know this is an issue - some of them do, some of them don't.
There are instances of people paying extra money to have Telstra premium support try to fix this issue - yet its an issue with your own modem!
Better communication about the issue both within Telstra and also to your customers is needed.
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Permalink
- Email to a Friend
- Report Inappropriate Content
Re: 100% Packet loss on Xbox One
Thank you for providing the details
Prathiba at 20:33, Feb 1:
Please allow me two minutes, while I check with my resources.
Prathiba at 20:37, Feb 1:
Are you getting loss omly in Xbox live or else with any other devices.
You at 20:39, Feb 1:
yes my wife had issues trying to play Hay Day on her samsung s9 today
You at 20:40, Feb 1:
i have had 100 packet loss on xbox from connection to nbn and becoming a Telstra customer.
You at 20:41, Feb 1:
It seems to be common on on tel smart modem
Prathiba at 20:42, Feb 1:
Before i go ahead could you please confirm are you from Telstra Platinum Subscriber.
You at 20:43, Feb 1:
i am a telstra customer who cannot access the internet on his new nbn connection
You at 20:45, Feb 1:
hello anyone there?
Prathiba at 20:45, Feb 1:
Yes . Iam
Prathiba at 20:45, Feb 1:
Iam just checking few details here
Prathiba at 20:45, Feb 1:
I will be right back
Prathiba at 20:46, Feb 1:
You say that the NBN service is not working . Right ?
You at 20:46, Feb 1:
100 packet loss
You at 20:47, Feb 1:
internet on other devices work fine as long as im not playing multiplayer games
Prathiba at 20:48, Feb 1:
May I know what exactly happens when you start gaming ?
You at 20:48, Feb 1:
nothing in game world if it lets you load game
You at 20:49, Feb 1:
i dont even try load game anymore, i just check detailed network statistics
You at 20:50, Feb 1:
iv tried all suggested fixes online, port forwarding, upnp enabled/disabled, ipv6 on/of etc
Prathiba at 20:51, Feb 1:
Its just Xbox now which has a problem connecting to internet right?
You at 20:52, Feb 1:
no now problem is affecting my wifes phone
Prathiba at 20:52, Feb 1:
Is the internet runnign slow or it just disconnects ?
You at 20:53, Feb 1:
NO IT DOES NOT DISCONNECT THERE IS CONNECTION, BUT CONSTANT 100% PACKET LOSS
You at 20:54, Feb 1:
xbox live works prefectly when it use hotspot from my phone
Prathiba at 20:55, Feb 1:
I can suggest you regarding a department who takes care of these kind of isssues
Prathiba at 20:55, Feb 1:
That is Telstra platinum . We can transfer you now to that department to get this sorted
Prathiba at 20:56, Feb 1:
If any technical problems , they will charge you as it a paid subscription
You at 20:56, Feb 1:
the fault is on the telstra network
Prathiba at 20:57, Feb 1:
I cannot see that there is any problem on the line here . Even you have confimred that all the devices are working now but when connected to Xbox it is causing problems
Prathiba at 20:58, Feb 1:
If you want to , I will put you through to the platinum team now
You at 20:59, Feb 1:
xbox is not the problem as it worked fine before i switched to Telstra, and it works fine when hotspot
You at 20:59, Feb 1:
hence Telstra problem
You at 21:01, Feb 1:
and it is not JUST xbox experiencing problems
Prathiba at 21:02, Feb 1:
You have mentioned that there is 100% packet loss ., what is the effect ?
Prathiba at 21:02, Feb 1:
Slow internet ?
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Permalink
- Email to a Friend
- Report Inappropriate Content
Re: 100% Packet loss on Xbox One
NBNISGRATE that is a perfect example of what better communication within Telstra and also to customers would have avoided.
You've wasted your time speaking to tech support about an issue they clearly don't understand.
This is Telstra's flagship modem. Surely at the very least an internal note to ALL TECH SUPPORT STAFF saying that there is a known issue with XBOX Live and the Arcadyan Gen 2 that will be fixed in a firmware update in February 2019?
Seriously whoever is responsible for the tech support must be sleeping at the wheel...
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Permalink
- Email to a Friend
- Report Inappropriate Content
Re: 100% Packet loss on Xbox One
First thing I did was disable telstra air
Then in network settings i noted all ports in "alternate port selection" and added them to port forwarding on modem setting
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Permalink
- Email to a Friend
- Report Inappropriate Content
Re: 100% Packet loss on Xbox One
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Permalink
- Email to a Friend
- Report Inappropriate Content

Re: 100% Packet loss on Xbox One
Firmware update has been delayed till March.
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Permalink
- Email to a Friend
- Report Inappropriate Content
Re: 100% Packet loss on Xbox One
I have tried opening the ports etc and nothing, I shouldn't have to shell out more cash for another modem just so I can enjoy my leisure time. Nobody seems to be able to roll out the update you guys were talking about, and yes I know it isn't due until March but come on, that could be another 6 weeks. I am tried of this BS.
Everyone told me NOT to go with Telstra but I had such brilliant experiences with my cable I thought it would be ok.
Guess the jokes on me, over a hundred dollars a month wasted on a connection that is worthless.
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Permalink
- Email to a Friend
- Report Inappropriate Content

Re: 100% Packet loss on Xbox One
If you still have your old cable modem you could use the cable modem with its WAN port connected to the NBN modem. Before using the cable modem enable the WAN port by logging into cable modem and going to Advanced > WAN. If you need a phone service connect the WAN port of the Smart modem to a LAN port on the cable modem.
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Permalink
- Email to a Friend
- Report Inappropriate Content
Re: 100% Packet loss on Xbox One
JustMe03 - lodge a formal complaint with Telstra using their web site.
You will be assigned a complaint manager within 5 days - often they only call you on the 5th day.
When they do call, explain the situation and ask them to have your modem replaced with a Technicolor Gen 2. Tell them you want the modem replaced at no cost to you.
I am not sure how long Arcadyan have been making modems for Telstra, but I know Technicolor have been doing it for years - I had a Technicolor Gateway Max 2.5 years ago that worked like a charm.
The Technicolor Gen 2 modem just works as expected out of the box. It also has a menu system that is easy to navigate and the menu loads quickly.
In comparison the Arcadyan menus on the 2 Arcadyan's I have owned took between 5 and 20 seconds to load each page. The Arcadyan gave the distinct impression that it is still in beta.
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Permalink
- Email to a Friend
- Report Inappropriate Content
Re: 100% Packet loss on Xbox One
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Permalink
- Email to a Friend
- Report Inappropriate Content

Re: 100% Packet loss on Xbox One
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Permalink
- Email to a Friend
- Report Inappropriate Content
Re: 100% Packet loss on Xbox One
Happy to try anything else.
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Permalink
- Email to a Friend
- Report Inappropriate Content

Re: 100% Packet loss on Xbox One
The update only applies to the Technicolor modem and was only a configuration file update. The firmware was not update so latest firmware is
18.1.c.0241-950-RA on the Technicolor DJA0230 and
0.05.04r on the Arcadyan LH1000
The update is not due till March as it is still being tested.
One thing you could do is use your old modem as a router. If you HFC of FTTC connection connect WAN port of old modem to the NBN modem. If you have a FTTN connection bridge the GEN 2 modem and connect old modems WAN port to a LAN port on GEN 2 modem. If your old modem is a cable modem the WAN port has to be enable as per instructions below.
Enabling WAN port of C6300BD
Connecting PC to LAN port of Netgear C6300D and log in to C6300D ( http://192.168.0.1 )
Go to the 'WAN Setup'
Then a drop down menu will come down and one option is 'WAN backup
Once you click that the screen will give you an option to 'Enable - Wan Mode'
Select that option.
Router will reboot
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Permalink
- Email to a Friend
- Report Inappropriate Content
Re: 100% Packet loss on Xbox One
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Permalink
- Email to a Friend
- Report Inappropriate Content

Re: 100% Packet loss on Xbox One
Your connection should not be slower. If its quite slow then the Gen 2 Smart Modem might be in back up mode instead of bridging mode.
To Bridge the Arcadyan smart modem log into the modem and go to Advanced > Internet > WAN services.
Toggle Bridge in Enabled to On and save settings. Modem should reboot.
Turn of WiFi using WiFi button on back of modem. WiFi light should turn off.
Connect WAN port of Old modem to LAN port of Gen 2 Smart modem.
Connect devices to old modem.
See image below for FTTN connection.
Phone Wall Socket----DSL Port GEN 2 Modem LAN Port ----WAN port Old Modem---Devices
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Permalink
- Email to a Friend
- Report Inappropriate Content
Re: 100% Packet loss on Xbox One
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Permalink
- Email to a Friend
- Report Inappropriate Content

Re: 100% Packet loss on Xbox One
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Permalink
- Email to a Friend
- Report Inappropriate Content
Re: 100% Packet loss on Xbox One
The Technicolor DJA0231 has worked from day 1 with its original factory firmware.
It is only the Arcadian LH1000 which did not work from the start, and now MONTHS later its still not fixed.
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Permalink
- Email to a Friend
- Report Inappropriate Content

Re: 100% Packet loss on Xbox One
The updated firmware 06.07r for the Arcadyan modem LH1000 has just been released. Not all modems will get the firmware at same time it might take a few weeks for all modems to be updated. Can check firmware by logging into modem and going to Advanced > Info Summary.
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Permalink
- Email to a Friend
- Report Inappropriate Content
Re: 100% Packet loss on Xbox One
Changed over from ADSL to NBN FTTC and connected up the new Smart modem.
Everything works except 100% packet loss on XBox ONE and COD games will not connect to servers.
Fortnite for example works fine. So teen age son going nuts.
Where is the firmware update Telstra???
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Permalink
- Email to a Friend
- Report Inappropriate Content

Re: 100% Packet loss on Xbox One
Hi ooPANoo,
In most cases, if everything works except 100% packet loss on XBox ONE and COD games will not connect to servers, this would be the COD servers. This wouldn't be something a firmware update would fix. Be best to check for other people experiencing the same issue for a fix online. Or our chat team here https://tel.st/2egue can check on any issues on our end.
Need help? Check out our Community Wiki or Support Portal || Looking for a new mobile? Order online today || Get help with any Tech at Home with Telstra Platinum || Don't forget to tag answers as Accepted Solutions and give a Like to the member(s) who helped you out.
All moderation actions are supported by the CrowdSupport Community Guidelines
Related Content
-
Xbox One High Packet Loss (100%)
Find out more -
Ultimate Cable Packet Loss
Find out more -
100% packet loss and I can't play Online games
Find out more -
Ultimate Cable Packet Loss
Find out more