talbyfish Posted May 2, 2016 Share Posted May 2, 2016 General Info Chat start time May 2, 2016 10:49:38 AM EST Chat end time May 2, 2016 12:27:08 PM EST Duration (actual chatting time) 01:37:29 Operator Heero Chat Transcript info: The current average wait time is 0 minutes. info: Privacy Statement You are now chatting with 'Heero' Heero: Hello, thank you for contacting Xbox Customer Support. My name is Heero. Please give me 2-3 minutes to review your question. steven: ok Heero: I appreciate that you brought your concern about your Xbox one to our immediate attention. No worries, I'm here to help you out. Let's both sort this one out for you Heero: Before we begin, Steven. May I have your gamertag please? steven: talbyfish Heero: Thank you for the gamertag, Steven. Heero: I will be pulling up your account here using the gamertag steven: ok Heero: There you go, I was able to pull up the account here now, Steven. Just to verify, Every time you are changing your games your Xbox one is resetting, right? steven: no, the games wont load unless i reset xbox first Heero: Oh, thank you for clarifying that. Is this happening to all your games? Digital games and physical disc games? steven: yes. I only have 1 game disc tho. steven: getting error 8027025a after game tries to start Heero: Thank you so much for the information and for the error code as well. steven: I have to reboot xbox for a game to work. steven: I did buy a external hdd and transfered all games to it Heero: Thank you for explaining that. May I know what troubleshooting steps have you done so far regarding this matter? steven: I have deleted all saved game. Deleted profiles and re-downloaded profile. steven: av even transfered games from external hdd back to 500gb hdd and still not work Heero: I appreciate your effort on this matter, Steven. Heero: I'll be reviewing my resources here so I can provide you the best possible solution. I'll be needing 2-3 minutes here. Please bear with me. Thanks! Heero: Thank you for patiently waiting, Steven. May I know what the game is? steven: All my games steven: Forza 5, cod, battlfield,fifa. Over 50 games Heero: Thank you. We'll be doing some troubleshooting step here. Would that be okay to you? steven: yes Heero: Great. Let's check if there's any update available on your console. Here are the steps : Kindly go to settings > all settings > system > console info & updates then check if there's any available update. steven: no update. had one this morning Heero: Thank you so much. Let's check for your Detailed Network Statistics now : Kindly go to Settings > All Settings > Network > Detailed Network Statistics. steven: dashboard is real slow Heero: Please provide me the upload speed , download speed , Packet loss and Latency. Heero: Sorry to hear that the dashboard is slow. steven: 63 down steven: 18 up steven: 0% lat 174 steven: lat is normaly 150ish Heero: Oh you got really high number on latency. steven: my location was set to usa. am in uk so av just chnged it back steven: my son must have changed it Heero: Thank you for that information. May you please try to play a game. Heero: Then if the game works try changing the game to see if the issue still persist. steven: av just rebooted give me a minute Heero: Cool. Please take your time steven: latency still 174??? it was always in the 150's ???? Heero: This might be one possible reason why this is happening on your console. steven: first game has loaded as usual steven: home screen taking ages to load Heero: Latency can be lowered down by the ISP as they would have to fix the settings of your router, Steven. Heero: Thank you for your patience on this, Steven. steven: latency is fine on my laptop. only 20ms steven: ita always been 151ms on xbox one Heero: We can also try to do a hard reset later to double check the Latency if it went down. Heero: Have you tried one game on your console, David? steven: its steven steven: first game started no problem. forza 5 Heero: Oh, I'm sorry. Heero: Cool. How about the other game, Steven? steven: just tried minecraft. error code again? Heero: Is it the same error code? steven: trying black ops 3 steven: yes steven: black ops 3 never loaded. error steven: same code again Heero: Thank you for verifying that. steven: took to long to start Heero: Here's what we will do now. We will delete your profile on the console then do a hard reset and re-add your profile again. Would that be fine, Steven? steven: yes Heero: I really appreciate your effort and patience on doing the troubleshooting steps. steven: ok i know how to do this Heero: Oh awesome. Heero: After you remove the profile we will do a hard reset. Here are the steps : Kindly press and hold power sensor for 10 seconds until console turns off > Unplug Console or Power Supply from wall outlet. Also please unplug all wires connected to the console. After 2 minutes plug back all the wires and turn the console power on. steven: ok wires are out. gie me 2 mins Heero: Excellent. Please keep me updated steven: ok booting up now Heero: Awesome. Heero: Please keep me posted, Steven. steven: still booting steven: ok its on steven: download profile now? Heero: Great. Please add profile now. Heero: From the Home screen hit left > Look for Add & Manage > Choose Add new > Then add your account. steven: ok Heero: steven: its so slow Heero: That's one of the effect of the High Latency, Steven. Heero: That's one of the effect of the High Latency on your console, Steven. steven: its always been 150-160 eveyone in uk is that or more steven: ok av downloaded profile Heero: Usually for Latency, It should always be 70 ms or lower for the xbox one to run smoothly, Steven. steven: latency is still 174 steven: shall i try wireless? steven: isnt it becouse server is in usa? steven: its been 150 since i got it, so has my friends in uk Heero: Latency is still high. Usually the ISP are the once who can lower down the latency. steven: its not high on laptop or mobiles. its only 21ms on speedtest.net Heero: Yes, Steven. Just want to let you know that the Xbox is another device. Even though your laptop is running smoothly. Still the Xbox is running slow because there's some settings on the modem and router to be setup by your ISP, For your Xbox to run smoothly. steven: right? Heero: I'm sorry, what do you mean, Steven? steven: it runs fine when in game. i got 20ms ping playing cod Heero: Alright. Have you tried the game again? steven: trying now Heero: Cool. steven: first game has started Heero: Awesome. If it still does the same we will try it wireless. steven: nope, cod ghosts wont start. same error. thats the game on a disc Heero: How about trying another game? Heero: A digital game. steven: ok steven: not working same error Heero: Okay. Can you please try connecting your XBox via wireless? Heero: Also we can clear MAC address. steven: ok steven: wireless is 20 down 9 up 0% loss and latency is 175 Heero: Hmm. Still getting the same high latency Heero: Let's try clearing the MAC address okay? steven: yeah. its pinging usa am i wrong? Heero: Not actually, Steven/ steven: av cleared mac address, its rebooting steven: were is it pinging then? Heero: It is pinging the same country on where your connection is. steven: what you mean? Heero: Just a heads up. If it still does the same thing we must contact your ISP to have your LAtency lowered down. steven: my conection is in england Heero: Yes, It means it's pinging your connection that is in UK. steven: at 175ms??? Heero: Yes, Steven. That is why we need to contact your ISP so they can setup your modem to lower down your Latency. Heero: Can you also check the language and location on your console? steven: ok steven: its all UK Heero: Thanks, That means everything is fine on your console. The possible reason this is really happening is the Latency is high. Latency should always be low to make your console run smoothly, Steven. Heero: Now that we have checked and made every possible solutions here, and they didn't work as well. What I can highly suggest you, Steven. Is to contact your ISP and have your modem setup so the Latency will be lowered. steven: its not my latency trust me steven: all xbox test latency to the usa server steven: says so in the xbox forums Heero: Yes, Steven. As much as I want to lower your latency here I don't have any option to do that. steven: its not the latency. its always been high and it worked fine Heero: I feel your eagerness to get this fixed and I also want this to get fixed that's why I'm suggesting you to contact your ISP. steven: ok wait. i will do a latency test on my xbox 360 Heero: We have also exhausted our resources on getting this fixed, Steven. Please believe me that I want to help this get fixed. Heero: Please do, Steven. Please take your time. steven: 173ms on xbox 360 steven: and that works fine Heero: Thank you for the information, Steven. That will really work fine because the Xbox one and 360 have different built. They have different Operating Systems. And for the Xbox one to run smoothly it needs to have a lower latency. steven: ITS NOT my latency. Its been like that for 2 years since day 1 steven: can you pass me on to someboy in the networking department please Heero: I'm already one of the networking specialist here, Steven. Heero: I understand your eagerness to get this fixed. We already exhausted any possible solutions here. And you have a high Latency. I'm advising you to contact your ISP because I want this to get fixed as well for you, Steven. steven: ok Heero: I really appreciate you being patient with me. Heero: I thank you as well for understanding. steven: okmbye Heero: It is a pleasure to assist a passionate gamer like you too. Link to comment Share on other sites More sharing options...
Zennon Posted May 2, 2016 Share Posted May 2, 2016 He doesnt know what causing it so blames latency in the ping test to the US which is correct. Your ISP can fix this issue in your router wow. To solve many buggy issue's use energy saver power mode as it shut's down the xbox correctly if you do not its just asleep then people unplug them which is a massive no no. Link to comment Share on other sites More sharing options...
talbyfish Posted May 2, 2016 Author Share Posted May 2, 2016 yeah i done that mate. still the same. wondering what other xbox users ping tests are. mine was always 150ish Link to comment Share on other sites More sharing options...
Zennon Posted May 2, 2016 Share Posted May 2, 2016 Have you set to energy saving mode then turned it off for five minutes to let the ram deplete its energy? Link to comment Share on other sites More sharing options...
ColonicBoom Posted May 2, 2016 Share Posted May 2, 2016 mine ping from the Xbox One is 154ms - 162ms, I'm near London. Your ping to MS in Seattle is fine. Link to comment Share on other sites More sharing options...
Administrators Netduma Fraser Posted May 3, 2016 Administrators Share Posted May 3, 2016 Amongst the obvious incorrect information he provided one of my favourite parts was where he called you David mid way through after he said Steven a million times before that Link to comment Share on other sites More sharing options...
talbyfish Posted May 3, 2016 Author Share Posted May 3, 2016 I had to factory reset my xbox. Lucky I had all the games on an external hdd. Link to comment Share on other sites More sharing options...
talbyfish Posted May 3, 2016 Author Share Posted May 3, 2016 Amongst the obvious incorrect information he provided one of my favourite parts was where he called you David mid way through after he said Steven a million times before that Alright Dave ha ha ha Link to comment Share on other sites More sharing options...
talbyfish Posted May 4, 2016 Author Share Posted May 4, 2016 resetting took my ping back down to 150 from 175 for some reason aswell. Link to comment Share on other sites More sharing options...
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