100% Packet loss on Xbox One

[LordPaul]

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

[343GuiltySpark]

Do you have 100% packet loss to the modem or to say an external ip such at 8.8.8.8

[LordPaul]

The packet loss is from the Xbox out to the servers (part of its multiplayer test)...

[343GuiltySpark]

Are you still able to browse on edge or download a free game - as if they are working there data is reaching xbox servers out severs out on the internet and there can't be 100% packet loss and the test being run could be faulty

[LordPaul]

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

[Jo1301]

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?

[343GuiltySpark]

From my understanding its a portforwarding issue, once the right ports are opened it should work.

[Jo1301]

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.

[Jo1301]

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???

[Jo1301]

And just as a point of interest, plugged the modem back in and immediately disconnected from Xbox 360 Live!

[Tang1]

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

[Tang1]

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

[ClintC]

Same here with the new gen 2 modem, scratching my head all night

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

[Shellock]

Have you taken a look at the suggestions in these other threads?

https://tel.st/wmqk6

https://tel.st/q5mmz

[LordPaul]

HI, managed to get it working after an update that was applied to the router by Telstra. My understanding is that this will be rolled out to the wider community in the near future after it is fully tested

[LordPaul · Accepted solution]

OK after some discussions with Telstra staff and update was rolled out to my modem that resolved the issue.

My understanding is that this will be rolled out to the larger community when it has been signed off

[Yastiandrie]

Correct

[Richey1]

Yea hi mate, been going through the same issue and after countless phone calls I read this today and thought great I’ll call Telstra and ask if I can get this done but no one at Telstra support seems to be able to apply this update to my modem, can I ask who did this for you?

[343GuiltySpark]

The firmware update will be applied automatically to your modem when its ready for release.

[Richey1]

Any ideas on the timeframe of the rollout?

[Jo1301]

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...

[Richey1]

I feel your pain they charged me $90 for support got it up and “running”! Lasted 2 hours before it reverted back to saying 100% packet loss! So I call them back the next day Now they want to charge me another $90 for further support saying the 1st issue was fixed! Trying to make them understand it’s not a new issue it’s the same is a nightmare! have also just about thrown the towel in, Hopeless!

[JohnnyDubz]

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.

[343GuiltySpark]

It would be an engineering build to test the fix in regards to the ports not opening. All consumer modems will receive a firmware update once the update is ready for release.

[JohnnyDubz]

If this only exists on the Arcadyan (which I am led to believe from another post), I am going to request I be sent a Technicolor Gen 2 ASAP free of charge.

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....

[DingoDan]

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 

https://tel.st/9dua4

Let us know if you have any issues with this being raised further. 

[FrankieReggie]

Do you know when it’ll be released? I don’t understand why it’s only affecting the Xbox one?

[JohnnyDubz]

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.

[Shellock]

@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. 

[JohnnyDubz]

OK if the problem is acknowledged and a fix is in the pipeline, why not publish a note saying that on the network outages page or somewhere on the Telstra web site?

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.

[nbnisgrate]

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 ?

[JohnnyDubz]

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...

[nbnisgrate]

So iv managed to get it working for now not sure if Telstra updated my modem with patch or what i did.
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

[Alfie88]

I'm getting the same problem with the gen 2 they have not fixed anything

[cf4]

Firmware update has been delayed till March.

[JustMe03]

I am extremely annoyed at the lack of support that I have received regarding this matter. I didn't receive this modem free, I pay top dollar for it and it's bog useless to me if I can't play online on my Xbox. I never had any issues when I was on cable, I was forced to go to NBN and after 3 weeks and many annoying phonecalls, I still haven't got a solution.
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.

[cf4]

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.

[JohnnyDubz]

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.

[JustMe03]

Will lodge it now, thanks for that, I appreciate it. Will hopefully have a resolution soon. No downtime gaming is doing my head in!

[343GuiltySpark]

If you unplug the modem from the power point for a few minutes then plug it back in and give it 15 mins it should download the new firmware to fix this issue.

[JustMe03]

Thanks for your time, but unfortunately no resolve. I have done that again after seeing your reply and it still won't work. :-( What version should I have to know whether the update has been applied?
Happy to try anything else.

[cf4]

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

[JustMe03]

You are a bloody legend, thank you. Connection is quite slow but I'm on. I owe you a beer. :-)

[cf4]

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

[Tang1]

Has this firmware update been released yet??

[343GuiltySpark]

The firmware update has been released and is currently being rolled out for Model DJA0231TLS the update for Model LH1000 hasn't been released.

[JohnnyDubz]

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.

[cf4]

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.

[ooPANoo]

Same modem and firmware here.
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???

[Iain_T]

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.