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.

[Breanar]

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.

[MUFC]

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.

[Vanadiel]

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

[JeffTaillon]

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

[Skridger]

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.

[Skridger · Accepted solution]

As promised, I'm back with results, as well as a workaround for folks who are having persistent issues.

The tech who replaced my Homehub with the Gigahub was well aware of the issue. In my case, after the Gigahub was installed, issue was resolved.

According to the tech though, the issue exists with the Gigahub as well, so this may not work for everyone.

What you can do as a workaround though, is create a guest wireless network and connect your console to that wirelessly. For those who want hard wired, at least it's a workaround while Bell figures this out.

[Frustrated 666]

This is the only thing that has worked. If bell can't figure it out I'm going to cancel my subscription and go elsewhere 

[Universal G]

I've been pulling my hair out with this issue. I just replaced my Homehub 3000 with another Homehub 3000 today, only to have the same issue again. Your tip about using the guest wifi seems to have worked. It is also downloading way faster now. I have the Gigahub modem on the way. Bell should not deploy these HH3000 modems anymore. Too many known issues with them. What a pain...