Home Hub 3000 Instability - Xbox Series X

[NZau]

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.

[NZau]

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

[NZau]

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

[TryNotToFail]

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

[TryNotToFail]

[TryNotToFail]

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

[Vanadiel]

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.

[JeffTaillon]

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.

[BellPatricia]

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

[Skridger]

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.

[Vanadiel]

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.

[JeffTaillon]

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

[JeffTaillon]

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.

JF

[Skridger]

Both the old and the replacement were the homehub 3000

[JoshR]

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.