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Level 2: Rookie

Cable connection

Hi,

I have had cable in my house for a number of years and pay $120.80 a month for standard speed. My son enjoys playing games on his PC and XBOX but has to contend with continual internet drop-outs. We don't seem to have a problem with streaming or internet access it's only him accessing his games. This has been happening for a long time and we continually get told there's no problem with lines etc. Is there anyway someone from Telstra can help us ??

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9 REPLIES 9
Level 24: Supreme Being
Level 24: Supreme Being

Re: Cable connection

How is the xbox connected to the network?
What modem are you using?
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Level 23: Superhero
Level 23: Superhero

Re: Cable connection

Please post your modem RF stats:
On a Cable Home Network Gateway
(CG3100D):
http://192.168.0.1/ > Connection (Under Maintenance)

On a Cable Gateway Max
(C6300BD):
http://192.168.0.1/ > Advanced > Broadband Connection > Connection Settings

On a Cable Adapter
(CM450):
http://192.168.100.1/ > Broadband Connection > Connection Settings

Default Username/password: admin/password
You're looking for Frequencies, Power Levels, SNR, etc

Does he connect via Ethernet or WiFi?
Do any lights changeon the modem when his connectios drop?

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Level 2: Rookie

Re: Cable connection

Xbox connected directly via ethernet cable....
I'm at work but I think Gateway Modem ?? We've had it for a long long time.
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Level 24: Supreme Being
Level 24: Supreme Being

Re: Cable connection

Also have you done any portforwarding for xbox live and game specific ports to the xbox in the modems GUI?
I am a Complex Customer Service Specialist, nominally working with most assurance products. However, I am not an official representative on CrowdSupport.

IT Helpdesk and Technicial Support by Telstra Platinum
Helping Australians Find the Things that Matter Most with Telstra Locator
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Level 2: Rookie

Re: Cable connection

I’m not sure a he doesn’t use it much anymore because it always drops out. His PC gaming drops out all the time now. As you can see I’m not tech savvy. I was told by a Telstra worker that the modem we have will cut out when there’s too many users on the game. Is that true ?
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Level 24: Supreme Being
Level 24: Supreme Being

Re: Cable connection

Absolutely not

 

While the issue could be due to a faulty modem, that information is completely incorrect

I am a Complex Customer Service Specialist, nominally working with most assurance products. However, I am not an official representative on CrowdSupport.

IT Helpdesk and Technicial Support by Telstra Platinum
Helping Australians Find the Things that Matter Most with Telstra Locator
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Level 2: Rookie

Re: Cable connection

So what next
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Level 2: Rookie

Re: Cable connection

Ok so why does it keep dropping out when it’s a brand new PC ?
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Level 24: Supreme Being
Level 24: Supreme Being

Re: Cable connection

Hard to say without knowing anything about your service.

Could be an internet issue or it could be a modem issue. If you can post the details that @343GuiltySpark mentioned when you get a chance its a starting point
I am a Complex Customer Service Specialist, nominally working with most assurance products. However, I am not an official representative on CrowdSupport.

IT Helpdesk and Technicial Support by Telstra Platinum
Helping Australians Find the Things that Matter Most with Telstra Locator

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