Randomly being kicked from Xbox Live

This only happens (so far) while streaming Netflix. A message will appear saying I have been disconnected from Xbox Live. A screen then appears prompting me to Upgrade to Xbox live and I can switch profiles. Pressing the Guide button allows me to log right back in and then await another inevitable disconnect.

Recent changes: AT&T recently changed my cable modem to a new one. It is not listed on the network hardware list (last checked 9/10/13). It is a Pace 5031NV. After the install, the random disconnects began so I'm reasonably certain that this is the cause. I configured the modem firewall and choose Xbox as one of the options to always allow. The modem settings allow me to choose specific frequencies to allow but I am not well versed in these things and don't want to just mess with stuff.

Is there anything I can do fix this?

 

Question Info


Last updated July 4, 2018 Views 13 Applies to:

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Hey there, I'm not sure that this is an issue with your router, when was the last time you updated your security and verified your proofs? I know this can play a part in these random disconnects. If you haven't add security please follow this link and click 'Manage your security info' and sign-in to update: support.xbox.com/.../security-proofs

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After that delete your profile from the console (profile only), clear the system cache 3 times. Restart the console and re-download the profile.

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Delete and re-download profile: support.xbox.com/.../profile-move-delete

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Clear system cache: support.xbox.com/.../clear-system-cache

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Charter customer, the router/modem are not the problem.  Neither is the Profile.  Still chatting for the forth time with Support.  Tried ALL THAT and more.  I have two Xboxes and only one has the issue (both Netflix and Epix)  I connected a second different console and it is fine.

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Greetings Kat!

Can you please create a new thread, detailing out your situation, including any error code you are getting and any troubleshooting steps that you have tried so far. This allow us to give you the very best support possible. Thank you!

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I followed your suggestions exactly. The problem happens, if anything, more now. Anything else?

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Hey there Malagus,

Sorry to hear you're still having issues getting disconnected.

Just to make sure I understand right

You only get disconnected while watching Netflix, right?


  • Have you tried deleting and reinstalling the app?
  • Have you tried Signing out of Netflix and back in using the steps in our Netflix Sticky?



Please let us know and we'll work from there. 

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After the 2nd day, the random disconnects have stopped... for now. Nothing has changed in my network at all. Does it sometimes take a while for these solutions to take effect?

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Hey well that's good. : )

They can, yes, but it sounds like it may have been an ISP issue. 

Let us know if it starts acting up again. We are always here to help!  

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It started again. Kicked out of Netflix 3 times in as many minutes. Deleted Netflix and tried now 5 times to download it. It gets to about 78-79% and then resets back to 0%. After that, it kicks me out of XBox Live again.

Once again, I am using a wired connection directly to my router. The internet works going to my PC (connected directly), the Roku (connected directly), and 3 wireless devices without any problems.

This is becoming increasingly irritating.

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Hey there Malagus!

Thanks for the update! This is seriously odd. It seems like the issue lies specifically with the Netflix app and your console.

Did you try clearing your cache in between deleting the app and redownloading it? I suggest giving these steps a shot in order:

  • Go to Settings > System > Storage, find the app, any partial or corrupt downloads of the app, and delete them.
  • Clear your marketplace cache - Settings > System > Storage > select your primary storage device (usually the hard drive) > System Items > Marketplace System Data > Delete > Yes.
  • Clear your system cache.
  • Restart your console.
  • Try downloading the Netflix app again.


Let us know how that goes and we'll work with you from there. =)

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Sorry for the wait before replying but I wanted to see if the fix worked by giving it a few days.

Short answer: NO.

I got rid of the Netflix app completely. There were 6 or 7 files I had to delete. 2 had exclamation points. The fix held for 2 days and then the disconnects began again. I have seen that once the disconnects begin, they happen very frequently. You get about 30-60 seconds of watching before it kicks you.

In the meantime, I fired up my Wii and have been watching Netflix on that with no issues. I don't want to give up on my XBox quite yet, so whats next?

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