Unable to make connection to XBox Live

Is any one else experiencing a loss of connectivity to XBox live? I'm on the 71.188.80.0 network segment and all day yesterday we were unable to connect to live, same thing this morning. This is a connection that has worked for the last couple of years. When I ping the live node I do not get a response and a trace route disappears after 11 hops in the MSN network, but I can ping the xbox web site and testing with a 1500 byte MTU works fine so it's not an MTU issue. My gut feeling is that a new router or interface was added to the FIOS network sometime yesterday early morning and they've affected the routes being sent to Microsoft. Either that or MSN has a routing loop but I doubt this would only affect FIOS customers (saw a few posts online all from FIOS customers regarding this)

If you are not able to connect to live, can you post your external IP address first three numbers and maybe we can see if there's a commonality. I'm on hold with FIOS support right now so hopefully they are aware of this but usually a routing issue takes a while to get recognized.

Accepted answers

jaffo66

This issue can be fixed by the consumer.

Here is what I did for my model router MI424-WR.

1 Log into your router and go to My Network

2 On left hand side, click on Network Connections

3 Click the edit button for the Broadband Connection (COAX)

4 Scroll down to Settings

5 Scroll down to DHCP Lease: and click on Release

6 Wait about 15 minutes

7 Click on Renew, if you you get a new IP address the problem should be resolved. If you get the same IP again, release and try again.

Good Luck!

All comments

kghare

OK, I get support online and they tried to blow me off saying there is no way it can be a FIOS issue. As usual they want to wash their hands of any connectivity issue. There is a possibility that they have a wrongly advertised route in their tables though it's more likely to be a routing loop on the live network they could at least check the routes. Still the immediate jump for the support agent to say it's definately not a FIOS issue is maddening.

Sc661

Having the exact same problem also cannot get to support.xbox.com a TRACERT on support.xbox.com dies after 11 hops. I'm on {edited for privacy} segment. Not looking forward to trying to get Microsoft and Verizon to sort this out...

NJGamer

Same problem here in NJ. External IP is 173. Worked Friday night, but starting Saturday AM and continuing, it no longer works. Upside - my kid helped with the yard work yesterday!

JohnInNJ609

I'm having same problem with FIOS in NJ. Live won't connect and some xbox support pages will not load on PC. I noticed problem on Saturday night, and I called Verizon this AM and they claim all is OK on their end. Will try to contact MS later this afternoon.

jaffo66

Same problem for us in NJ, 173.x.x.x.

Stopped working on Saturday

JohnInNJ609

Just finished chatting with Verizon and they recognize the issue with their system. Engineers are working on the problem. Good luck to all those affected.

andyjast

same problem here, also NJ. IP is 96.x.x.x Noticed the problem yesterday

gregorybejar

We are also unable to make connection to Xbox live. I have spoken to several different tech agents with no help. Does anyone know if there is a solution yet?

andyjast

JohninNJ609 stated that he spoke with support, and that they are aware of the issue and are working on it. I think all we can do is wait.

Tkiddo9

Yeahh Im Havin the same problem . Well its good to at least see others goin thru it and not just me . But they need to fixx this fast , I Just got the Gears3 DLC and cant Play . IP Is 192.x.x.x and Its Makin me =( . But question . Can anyone get on Ps3 or iPod or something and Not 360 and only 360 . Please Reply !! 😃

kghare

I just spent two hours with FIOS and over an hour with Microsoft, very frustrating. First FIOS lady said it cannot possibly be their problem, that conversation got heated. I then called Microsoft and they at least said they would check their network. So I called into FIOS support again, and got a lady who at least had a network engineer on chat. He eventually tested the router that is advertising routes into ALTER.NET which is the interconnect to the other networks including msn. He said their routes are apparently all correct! **bleep**!!!!

So back to Microsoft support and new guy who had not heard of this issue (previous guy said they had loads of calls from New Jersey) I gave him all the info and he started with the MTU path, I told him I had tested the MTU to most of Microsoft and a 1500 byte packet got all the way there an back unfragmented so it cannot be the MTU. This led to 'have you checked your router? " I can get to most of the internet and most of Microsoft, it's only the 65 net I get nothing back from so my router is fine. Finally he talked to an L2 support guy who said NO LIE "We don't support xbox on fiber optic " Un freakin' believable, most of the **bleep** interconnects are fiber optic and there is this L2 guy 'Carl' telling L1 they don't support fiber providers.

This is going to be kicked around by FIOS and MSN network guys until someone finds a bad route, or reboots a router and it will quielty disappear with no clear solution. My bet at this point is a routing loop in the MSN network or a bad advertisement from FIOS but since the guy said he checked the routes out from FIOS it's anyones guess.

JerseyBO

So what does this mean in laymans terms? I spoke to Fios yesterday in regards to this issue. I couldn't get on xbox live. And they are now sending me a new router. Should I tell them not to bother?

kghare

I wouldn't bother with a new router. You can get to most of the internet right? Just not to xbox live or any of the associated pages in their web site, like sign in or support. It's one of those problems that will be hard to get either side to fault find since they look at your connection and say 'well, you can get to most of the internet so it's obviously an Microsoft issue' Talk to Microsoft and since it's only FIOS customers they look at it and say ' must be a FIOS issue'

The issue is likely to be internet routing tables, either they're bad in the msn routers, or there's a loop where they send the info back to us and it gets ping ponged back and forth in their network until it disappears, or FIOS is not sending out the correct routes.

As for seeing the MTU message, it seems to come up with that for any lose of communication to live. Most of the routers out there are set to 1500 bytes in auto and you can check it by sending out a 1472 bytes packet in ping with ping x.x.x.x -f - l 1472

-f means don't fragment it, and a length of 1472 is minus the IP header of 28 bytes (20 for IP and 8 for ICMP which ping uses)

Good luck everyone. At least Skyrim is not going to need a live connection.

Smigone1

Yeah I'm from NJ too and I have the same problem starting yesterday when I turned my 360 on at around 7 pm. I heard the guys at verizon are trying to work their way around the issue. Have any of you heard any new updates regarding when the system will be back up or what exactly happened? BTW I have verizon fios.

BrendanOh

I had the same problem (along with other friends in NJ) all day yesterday and today... Until I talked to Maya over at Verizon tech support and now I can connect! I am so happy... MAYA DESERVES A RAISE!

Aupps

I'm chatting with Verizon tech and they are saying that the issue is known to tem and they are working on it. Not sure what Maya did to fix it, as XBL is still out for me.

Smigone1

what did maya do to fix it?

kghare

That's great news that someone in support got it working, that means it's a FIOS issue and can be resolved. Calling them now.

Sc661

I'm back on! I released the ip address on the actiontec router. Switched off the router for5 mins. When I rebooted it had a new ip address 173.xx.xx.xx and I'm on. Two days of frustrated kids but everything is good again.

tatsu45

Verizon FIOS internet customer from NJ here. I just got off the phone with Verizon support. That was frustrating.

The representative wanted to help, but kept checking with the "specialist" who kept repeating "they do not support Xbox and third party software" and I needed to call them (Microsoft). That seems to be the default response based upon previous posts which is a terrible approach to customer service.

After four no's, the representative did the steps advised in kghare's post. Unfortunately, after all was said and done it assigned me to the same network segment. 😞 He said they (Verizon) do not like them doing that for their customers and was hesitate to try it again. I did not press him and resigned myself to waiting until this issue resolves itself.

My main concerns are:

1. Is Verizon actually working to fix it? A majority of posts (mine included) show that Verizon does not even acknowledge it as a problem.

2. As a manager of a call center myself, the Verizon support centers do not empower their representatives to properly assist their clients (us!)

I hope this gets fixed soon...

bigdoghymer

Same, I've spent two days of calling back and forth and its the blame game, it is fios fault and modern warfare 3 comes out in two days, if it isn't fixed by then or very very soon I think a switch to comcast is in my future, very disappointed.

evirella1

Ok everyone Verizon and I have found the fix for the connection problem!!!

I was on the phone many many times with Verizon reps and microsoft reps and as you know they were blaming each other for the issue. Well I was just on the phone with Verizon and we went through the steps to rebooting the entire service TV, phone, internet. While doing so it is suppose to change the EXTERNAL IP address(not your internal IP which ur devices pc, console, etc pick up "ex. 192.168.1.xxx ). Well Verizon and I were able to change the external IP and that fixed the issue right away!!!

*Note before you call Verzion support go to www.ipchicken.com and write down the Current IP address it tells you in blue. Then call Verizon and explain the issue you have and that you read this fix in the forums and tell them they have to RELEASE and RENEW your EXTERNAL IP address to a new one. When they do so compare the new EXTERNAL IP(either through ipchicken.com again or just ask them what the new one is) with the one you wrote down from www.ipchicken.com before to verify that it did indeed change. If not tell them to renew and release the external IP until it does change to a new one. If it did the issue should be solved!!!!!

I hope this solves the issue for everyone as it sure did with me!!!!

JohnInNJ609

I called VZ back, and they released my DHCP lease (again), but this time I got a new segment. All is working again. Thanks for all the help.

pinenoodle

I am having the same problem yesterday and today too. I am in New Jersey also. Spent all day on the phone with microsoft who said it has to be an issue with FIOS. Help!

andyjast

Working now for me as well, and I didnt have to deal with support. As reported earlier, renewing your IP fixes the issue.

Good luck to everyone!

jaffo66

This issue can be fixed by the consumer.

Here is what I did for my model router MI424-WR.

1 Log into your router and go to My Network

2 On left hand side, click on Network Connections

3 Click the edit button for the Broadband Connection (COAX)

4 Scroll down to Settings

5 Scroll down to DHCP Lease: and click on Release

6 Wait about 15 minutes

7 Click on Renew, if you you get a new IP address the problem should be resolved. If you get the same IP again, release and try again.

Good Luck!

jasonm2

Thanks jaffo66! That worked for me!

chimyfolkbutter

Oh yes! That worked for me! My son is happy! Thanks jaffo66!

etniesmg16

I can only find a button to renew DHCP Lease but not to release it. I have a Mac so I don't know if there's a different way I need to go about it than Windows and other users?

avergiza

The IP address release/renew referred 2 here is to be done on your router not on your computer(s).

McDuck

This didn't work for me.

JerseyBO

Didn't work for me either. Posted on another thread that now all I get is an MTU error. And I checked and its set to automatic 1500. Any suggestions?

pinenoodle

Yesterday I was getting "3074" errors. Today I get "MTU" error. After spending TWO days on the phone and getting no where I am extremely frustrated and angry. None of the above suggestions worked for me either.

scubasteve171

I just now called Verizon. They say they fixef their end on Sunday and it is now an Xbox problem. Oh boy!

scubasteve171

I tried it twice. Still can't connect to xbox or xbox.com

scubasteve171

I just spoke to verizon. They said they fixed their side and now its xbox's problem. I give up

tatsu45

After I release the lease, it is automatically connecting me back to the original IP in about 1-2 minutes, not even close to 15 minutes. How can I prevent this auto connect so I can get a new external IP?

Thanks!

mjkuhlen

I've also tried the "fix" and it didn't solve anything. I originally contacted Verizon on Saturday and they mentioned that the issue would be solved within 24-48 hours,we're past that point now though.

Adrian43

I started having same issue Saturday morning. As everyone else stated Fios denied all responsibility for the problem The only help they could offer was resetting my router which did nothing but cause headaches.

I finaly tried the external ip address reset and viola!! Back on baby!! Now, it did take a couple tries and it seemed to work after waiting 10 minutes for the ip to be released and then renewing. Also, dont forget to apply the changes!! This forum was ten million times more helpful then calling tech support. Thanks guys and keep up the good fight!

Adrian43

@Adrian43 wrote:
I started having same issue Saturday morning. As everyone else stated Fios denied all responsibility for the problem The only help they could offer was resetting my router which did nothing but cause headaches.
I finaly tried the external ip address reset and viola!! Back on baby!! Now, it did take a couple tries and it seemed to work after waiting 10 minutes for the ip to be released and then renewing. Also, dont forget to apply the changes!! This forum was ten million times more helpful then calling tech support. Thanks guys and keep up the good fight!

Forgot to mention...first ip address was 173.xxx

the new ip which works beautifully is 98.xxx

Don't know if that info helps anyone. And compared to those who are very knowledgeable which computers and router issues, I am really inept with it. My friends and forums like this are what get me by. Just saying that it really is an easy fix that I cannot believe Fios can't figure out.

davemcq

I've tried every fix everyone has suggested. I'm in Camden County, NJ. I'm ready to call Comcast.

mjkuhlen

Just tried the release/renew method again and this time I got a new IP only now I am getting an MTU error when I try to connect to Xbox live. Anyone know what that is and a potential fix?

scubasteve171

Mines working now. They sent me a new router. Gloucester city. Nj

davemcq

Who out there is still having this problem? Or, am I the only one?

Dave

pinenoodle

I am still having issues. Apparently a majority of others in my area are as well. I am 173...XXXX

93Confirmed

It;s been a week now that I haven;t been able to connect to Xbox Live and the entire time it's been the "Network doesn't have a sufficient MTU setting" message. I spoke with Verizon yesterday and they said there's a network issue affecting users in NJ and they expect it to be resolved this afternoon or evening. I just attempted to log on and get the same message.

Aside from customer support, I tried every possible fix I could based on suggestions here and elsewhere and nothing has worked. I wish Verizon will send an updated to explain what is being done. I'm going to do a Live Chat right now and I'll post an update later.

93Confirmed

I just did the live chat with Verizon. He had me go into my server settings and do a Port Foward for 1364, which I really don't think is an actual port associated with XBL. I completed his steps and still can't get on. I mention that a supervisor told me about NJ having an issue and he says "it's been cleared up" and that I now have to call Microsoft. I've been on hold for 20 mins now.

I checked the Xbox 360 Forums and there's a thread there with people having problems too.

http://forums.xbox.com/xbox_forums/xbox_support/f/9/t/128083.aspx

Tylair

It's been a week for me too now and I spent HOURS on the phone with them today, resetting my IP multiple times and spending quite a large chunk of time chasing ghosts trying to change the stupid port forwarding settings. Where in NJ are you? Im near Trenton.

CaptPlanet

Just contacted tech support and there is now a summary sheet the techs (or whatever they are) are emailing to affected customers when they call. Verizon claiming the issue will be resolved by tomorrow at 5pm.

TOBNJ

Same Fios/XboxLive problem here in South Jersey. Day three of the MW3 gaming crisis.

MTU error connecting Xbox 360 (ethernet direct to router). Had Verizon release/renew DHCP lease. This did not resolve (although it is unclear if Vz understood specifically what I was asking them to do). From the command prompt I ran: TraceRT support.xbox.com it timed out on the 4th hop. Vz is looking into that now.

Classic quote from the Vz chat:

"Not to worry we are working with Microsoft to the get the issue fixed."

"What is expected time to resolution?

"As per Microsoft it will be done in 8 days."

Will ask them to renew my external ip address next as advised in this forum.

"Remain calm! All is well!"

93Confirmed

I FINALLY got it fixed and all it came down to was getting a new IP address. I callled Verizon this morning and had the rep release my router AND the main server, which guaranteed to reset my router. I got home, powered the router off and when it came back on I had a new IP (still in the 173 series) and Xbox Live was up and running automatically.

I suggest everyone either release and renew their DCHP or call Verizon to have them do it on their end.

Tylair

Mines fixed too but I didn't do anything new, just saw a few Verizon trucks in the area and when I went on today it was fine.

Spinner2

I spent all afternoon thinking it was my router. Called support and they confirmed it is an issue between them and xbox. Gave me the 24 to 48 hours eta.... (

Hoser1124

I have the same problem in california LA both partys are giving me the run around. they told me to try every three hours

SBKBADKARMA

Been down since Friday night and still down this morning. I really enjoyed playing around with the router for 2 hours before getting a service alert from Xbox LIVE and finally figuring out it wasnt a problem on my end. Thanks Verizon. Good news is I saved a bunch of money on my car insurance....

Gigan

Ya, sucks to be us right now, Robot Sad hope it gets resolved soon. I had a fun 2 hours tweaking my router........Mom says I souldn't do that or I'll go bllind.

DiAmore

I'd suggest brute forcing release/renew on your router a couple of times until you get a new IP. Either that or call them and have them assign a new IP. Something is wrong on their network (verizon) and this will temporarily fix it on your end. Apparently a new IP range routes different and avoids whatever the faulty piece of equipment is in SoCal. This issue has been brought up in multiple threads. It should have been fixed by now. Lesson learned, Verizon doesn't care about you, only your money.

LB-junkie

I had trouble reaching craigslist last week and the router reset DCHP release solved the problem.

This week, since Friday, Facebook is not reachable 90% of the time. I called the support center this afternoon and they are aware of a problem for FIOS Internet customers connecting to facebook and Microsoft.

Sorry, DHCP release/register is not the solution. Verizon needs to fix these problems in So. Cal.

perrismike

The solution to this issue that we are directed to says to log onto your router. My question is: HOW?

smith6612

Open your web browser and visit http://192.168.1.1/ . Log in using the Username of admin, and the password being your router's Serial Number.

bwren

I got a new IP address. Now XBox Live works fine, but I can't connect to Facebook. Wonderful. So happy with my FIOS service right now.

bigj2258

How do you get a new IP address

Anthony_VZ

Sorry to hear that you are having troubles with the connection. We have received reports about people having troubles with the connection. The traceroutes we have received show connections failing in the 4th hop of the Microsoft network. We have been in contact with Microsoft. If you still are unable to get connected, please send me a private message.

DavidScubadiver

March 7th and I've been unable to connect to xbox live for about a week now. I did PM Anthony and hope to get a response that is helpful.