I've had Xfinity/Comcast internet for approximately 6 years and Xbox Live for approximately 2 years, without issue. However, as of approximately 4 days ago I'm unable to connect to the Xbox Live service from my Xbox 360. I'm using the Xfinity provided home router/modem (ARRIS TG1682G). I spoke with Microsoft/Xbox support for approximately two hours and they have assured me my account is in good standing and paid through September of 2018. I've also spoken with level one support at Comcast and they too have assured me my account is in good standing.
Symptoms: The Xbox can connect to the internet (I can access apps like Netflix, Amazon Prime, etc). However, the Xbox can not connect to Xbox Live. When I run the "Test Xbox Live Connection" utility on the Xbox I received the following results:
NOTE: I've attempted all of these steps both wired and wirelessly. Before following any of these steps, I tested the Xbox using my Verizon mobile hotpot and it connected succesfully to the Xbox Live service immediately. I then reverted to Xfinity and the connection fails. This strongly leads me to believe the issue is with Xfinity and not the Xbox.
Here are the troubleshooting steps I've followed so far:
These are the steps I have left to try, but after that I'm out of ideas:
Beyond that, I'm out of ideas. Any comments or suggestions would be greatly appreciated!!
Solved! Go to Solution.
Quick update to the remaining tasks I had left to complete:
None of the tests fixed the issue. I'm officially out of ideas and would greatly appreciate any feedback you might have.
I am having literally the exact same problem with the same model router and using the Xbox 360. The only thing that I can add to this is that I diabled the firewall completely with no success. Started for me about 2-3 weeks ago when I got a phone call from comcast to get me a new promo on my service as mine was expiring.
A Comcast engineer just came to my house. As soon as I mentioned Xbox Live, he stopped me. Apparently, there was an upgrade in my area (central Illinois) which is causing problems with NAT on their end. Apparently the NAT type is incorrect and causing issues specifically with online gaming. He told me the entire city is having problems with online gaming (not just Xbox Live, but also Playstation). They have receieved countless calls on the issue that it was escalated within the organization and determined it was definitely an issue on their end. They are actively working on a resolution, but don't have an ETA at this time. Thankfully the engineer that came to my house was aware of the issue and ackowledged it was a Comcast issue, not end user. I guess I'll just wait it out and see if the problem gets resovled in a reasonable amount of time.
One more thing. When I spoke with the Comcast callcenter, they also told me my gateway/modem was old and going End of Life. The engineer looked at it and said it's the most recently model. Furthermore, I rent my gateway so there would never be a charge for an upgrade to a new model. He assured me my model gateway was the latest generation, at least for my area (central Illinois).
Yes, the problem was resolved a day or two after my last post. It was most certainly an issue on their end and it was resovled without me having to do anything. Would have been great to know they were having issues before I spent multiple evenings pulling my hair out thinking it was on my end. Oh well...lesson learned.