topic Re: Home Hub 3000 Instability - Xbox Series X in Internet

Home Hub 3000 Instability - Xbox Series X

NZau — Thu, 21 Dec 2023 20:27:13 GMT

Hello,

My husband and I purchased an Xbox Series X. Unfortunately whilst it's connected to our local network, either Wi-Fi or Ethernet (working CAT 6 cable) to our Home Hub 3000, all other devices connected to our local network begin to severely throttle. What is worse, and it's repeatable, whenever the Xbox is downloading a game, network speeds will drop from 1Gbps to approx. 20 - 30 Mbps. Further, the Home Hub will become unstable, will crash, and all devices will disconnect. A speed test during a download from the Xbox will result in time out.

The moment we pause the download or cancel it, network returns to normal and we can, repeatedly, run another speed test and we're back at or close to advertised speeds (1Gbps down). We've tried opening up all ports via the modem GUI per Microsoft recommendations but that does not solve the issue. https://support.xbox.com/en-CA/help/hardware-network/connect-network/network-ports-used-xbox-live

To clarify, we're not talking about download hitting advertised rates. We're identifying and demonstrating there is full modem instability which prevents the simple act of downloading a game onto the console.

We suspect something on the Bell infra / backend is flagging or generating a conflict with the device. As after a recent modem reset, we can for a moment (5 to 10 seconds) obtain 150 mbps download over wifi or 500-700 mbps on ethernet, but after those 5 to 10 seconds, the speeds just crank down back to 20 to 30mbps and the hub crashes.

I've contacted support this morning and whilst they will ship (after trying to convince me to upgrade my service) a replacement Home Hub 3000, and insisted we're not eligible for a Giga Hub, I don't believe it will be resolved given that a quick google search highlights this is a common issue.

https://www.reddit.com/r/bell/comments/17t9r87/please_help_xbox_series_x_connection_issues/

Question / Actions:

A) Is there a known solution to improve network stability and functionality and;

B) When can this abnormal behaviour be resolved

Thank you.

Re: Home Hub 3000 Instability - Xbox Series X

NZau — Thu, 21 Dec 2023 20:45:00 GMT

Network speed reported from xbox whilst connected and / or downloading (Xbox GUI)

Re: Home Hub 3000 Instability - Xbox Series X

NZau — Thu, 21 Dec 2023 20:44:09 GMT

Typical speed test results (Home Hub 3000 GUI) whilst Xbox is disconnected / not downloading.

Re: Home Hub 3000 Instability - Xbox Series X

TryNotToFail — Mon, 12 Feb 2024 06:29:34 GMT

I agree because I connect better on my neighbors COGECO internet connection

Re: Home Hub 3000 Instability - Xbox Series X

TryNotToFail — Mon, 12 Feb 2024 06:39:32 GMT

Re: Home Hub 3000 Instability - Xbox Series X

TryNotToFail — Mon, 12 Feb 2024 06:44:03 GMT

We are using an Xbox One S and similar issues, the Xbox series S seems to be better on the network as long as there is no need for large update downloads, that's when we use the neighbors competitor's provider (COGECO) my sons xBox has not been able to connect properly on any Bell service type for a year and a half. For the fun of it tonight I tried to go onto our Bell provider we pay for, same with previously in the city on the highest speed FIBE package unlimited downloads but it just was worse, I was hitting 1000 ping at some points. Very frustrating and more frustrating when my son was angry he couldn't play online with friends, especially during the lockdowns... Its definately not an Xbox issue, take your console to a friend/family who uses another provider..... The difference will show itself unfortunately

Re: Home Hub 3000 Instability - Xbox Series X

Vanadiel — Mon, 12 Feb 2024 14:24:42 GMT

Looks like it prefers UPNP, which is turned off by default on the home hub for security reasons.

Teredo is a protocol used to provide IP6 connectivity over IP4 connections. Teredo is not always compatible with a NAT setup. It would depend on the NAT setup used.

Re: Home Hub 3000 Instability - Xbox Series X

JeffTaillon — Wed, 24 Apr 2024 02:08:32 GMT

Hi all
Just wanted to check if there is any updates regarding this issue, mon son's xbox update connected on the wifi is crashing the Hub 3000, which reboots over and over. So far, technical support haven't given any real answers nor found the problem. I am in the exact same situation as mentionned in the Reddit link.

A large download should not be an issue on a Gigabyte connection.

Bell clearly needs to find a solution for this or they will definately loose a customer.

Re: Home Hub 3000 Instability - Xbox Series X

BellPatricia — Thu, 25 Apr 2024 20:31:44 GMT

Hi there @JeffTaillon,
Thank you for reaching out, and welcome to the Bell Community.
Are you using any third party equipment (such as a router)?
We recommend that you try connecting an Ethernet cable directly from the Xbox to your modem, and then test to see how everything works when you download the update on your son's Xbox.
We hope to hear from you,
- Patricia

Re: Home Hub 3000 Instability - Xbox Series X

Skridger — Wed, 01 May 2024 19:58:38 GMT

I am having the exact same issue. As long as I am not downloading something on the xbox, everything is fine. (Both on the xbox and all other devices on the network)

If I start a download on the xbox, I get an extremely slow download speed, (~30M) and all other devices on my network start losing connection. (Streaming services, phones, even my son's Nintendo switch) They all lose connection, even my land line will cut off and I might see an error on the bell modem, or it may reboot. The last error I seen when this was happening was something along the lines of "Lost connection to voice server", which may have been why the land line cut out.

I've tried connecting the Xbox view hard wire (Which is how it's always connected) and wireless with the same result.

I've tried a new network cable, hard booted the Xbox, rebooted the modem, etc. Same results.

I was starting to think that maybe there was an issue with the Xbox. So, I did the same testing with my son's Xbox Series S (Mine is a Series X) and was able to replicate the same issue.

One thing worth noting here is that I've been fine for close to 4 years, (Xbox download speeds were 3-600M, and no issues with other devices) when my modem started frequently rebooting on its own. Called support and they shipped me a replacement modem, been having this issue since then. I'm guessing maybe I received a refurbished modem that was returned by someone else who had the same issue, but that's just speculation.

Re: Home Hub 3000 Instability - Xbox Series X

Vanadiel — Wed, 01 May 2024 20:03:46 GMT

The thing I noticed in the pictures in this thread is an MTU of 1480. MTU for direct PPPOE should be 1492, when using the home hub it should be 1500.

An MTU of 1480 is going to require all packets to be reassembled to the proper value, which will cause overhead on the home hub.

It's interesting it's showing an MTU of 1480.

Re: Home Hub 3000 Instability - Xbox Series X

JeffTaillon — Wed, 01 May 2024 20:19:13 GMT

Do you still have a Hub3000 as a replacement or a Giga ?

Re: Home Hub 3000 Instability - Xbox Series X

JeffTaillon — Wed, 01 May 2024 20:22:42 GMT

I will do the test with direct cable as soon as possible see how it goes.
But, having a cable is not a viable solution ultimately.
I will keep you informed on the outcome.

Re: Home Hub 3000 Instability - Xbox Series X

Skridger — Thu, 02 May 2024 02:09:32 GMT

Both the old and the replacement were the homehub 3000

Re: Home Hub 3000 Instability - Xbox Series X

JoshR — Thu, 02 May 2024 03:40:38 GMT

Hey Skridger,

I am glad I'm not the only one going crazy here. Ever since yesterday, (April 30th), whenever I try downloading a game update, new video game, anything with "high traffic", my internet speeds drops to less than 20 mbps until my HH3000 completely turns off and resets and I lose connection on ALL my devices. Iv tried it on my PS5 and my PC both with ethernet and wireless. Same result each time. Download speeds are great for the first 5 seconds, then drop off to nearly zero, and then my HH3000 crashes and reboots. Shouldn't be like that, especially when I am paying for 1.5 up and 1.0 down.

Im even getting the same error code 6011 Tel1, in which my home phone shows disconnected on Bell website. Today alone, I have went to the Bell store near me and have switched out the HH3000 two times, and still no change. They are sending me a Gigahub tomorrow, so we will see if that changes anything. Iv spoken to at least 7 different agents today, all of them say it looks okay on their end and that if they send a tech agent out to my address, they will be charging me $75.00. They have supposedly sent an email and urgent response to escalation team so we will see if they get back to me tomorrow. Either way, before yesterday, everything was working perfectly fine. It has to be something on Bell's end. If they can't get this sorted out, I feel there is no other option but to leave Bell after all these years.

Re: Home Hub 3000 Instability - Xbox Series X

Breanar — Thu, 02 May 2024 22:18:50 GMT

Same thing... I have an XBox S and I've had it since more or less the start of the Covid pandemic. I don't use it every day, but I do use a few times every week. It took some doing but I can confirm that downloading patches or games on the XBox causes the HB3000 to reboot; the wireless takes less than a minutes to kill the modem while if I connected the XBox to a CAT5 (wired) that took a few minutes to kill the modem. But I can watch youtube in the XBox Edge browser or use other apps (that download content) or play games (networked) and the modem doesn't barf. So, wired or wireless activity (tcp/ip) that's done through some channels/apps works fine but XBox's download of apps/patches kills the modem... I'm sorry but tcp/ip is tcp/ip regardless of what traffic is going over it - so if it was something XBox it would also show during other forms of activity.

Of course I got Bell to swap out the modem and the SFP module, but still the problem persists, the tech even made sure to ensure the local junction for the neighborhood was fine. So I'm going to dig at this some more, but at this time everything is pointing to Bell.

Re: Home Hub 3000 Instability - Xbox Series X

MUFC — Fri, 03 May 2024 22:27:49 GMT

I've been having this problem for 2 weeks now with PS5 and Xbox - use ethernet on xbox, wifi on PS5 (makes no difference). -Using HH3000.

Re: Home Hub 3000 Instability - Xbox Series X

Vanadiel — Fri, 03 May 2024 22:57:33 GMT

I would check the MTU, because it shows as 1480 in the screenshot posted in this thread. It should be 1500, not 1480.

Re: Home Hub 3000 Instability - Xbox Series X

JeffTaillon — Mon, 13 May 2024 12:28:23 GMT

Same result when the Xbox is connected via cable, still rebooting. The plan would be to replace with the Giga Hub.

Re: Home Hub 3000 Instability - Xbox Series X

Skridger — Tue, 28 May 2024 16:59:33 GMT

After having my homehub 3000 replaced and the issue persisting, I finally called Bell again.

First thing to note is that this is a known issue on their end, which is good.

I'm getting the Gigahub installed tomorrow afternoon, so fingers crossed. I'll update this thread with results.