Re: Cable connection

jax1973

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 ??

DrQ

How is the xbox connected to the network?
What modem are you using?

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343GuiltySpark

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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I work for Telstra in the following products.
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I'm not here in an official capacity, I just like fixing things and respond in my own time when I can.
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jax1973

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

Yastiandrie

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

jax1973

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 ?

Yastiandrie

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

jax1973

So what next

jax1973

Ok so why does it keep dropping out when it’s a brand new PC ?

Yastiandrie

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

Cable connection