Posted 24th Dec 2021
just wondering if anyone might have some tips to try resolve my problem.
i had a series x delivered yesterday and setup was fine, updated the console and downloaded forza horizon 5, played on it for 15 minutes and turned it off.
switched it back on today and it had no connection went to network settings and test internet connection.
it said there may be a hardware problem and displayed a tab to restart wireless, clicking this does nothing it just sits on the same page, i go back to setup new connection and it wont search for wireless.
restarting the console didn't fix it so i turned it off and removed the power lead for 10 seconds, started it up and it worked fine for 10 minutes and then the same issue again.
not having any problems with ps5 or other devices in the same room and the internet test when it was working for 10 minutes showed 98% connection 131mbps 30 latency.
i contacted Microsoft support who cant replace it as theres no stock and said it wont be repaired as i just got it.
my only option is a refund, any ideas if something daft could be causing this like a setting ive got wrong or would i be best just returning it and waiting for the next lot of stock ?
im using virgin router in modem mode with asus ax86u, i was wondering if some setting could be causing a communication issue.
thanks in advance
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16 Comments
  1. Avatar
    Have you tried connecting to the Virgin router directly with an ethernet cable to see how you get on whilst playing it for a period?
  2. Avatar
    Author
    Haircut_10024/12/2021 18:43

    Have you tried connecting to the Virgin router directly with an ethernet …Have you tried connecting to the Virgin router directly with an ethernet cable to see how you get on whilst playing it for a period?


    I can move it to the next room and try a lead, if it doesn't get the issue playing this way are you suggesting this would confirm theres a fault with the wifi antenna ?
  3. Avatar
    Mark_Hickman24/12/2021 18:46

    I can move it to the next room and try a lead, if it doesn't get the issue …I can move it to the next room and try a lead, if it doesn't get the issue playing this way are you suggesting this would confirm theres a fault with the wifi antenna ?


    Well I'd suggest just working through step by step so as to see if there is an issue with your setup or console settings, etc. If it's fine playing via ethernet then I'd suggest next connecting directly to the Virgin router via Wi-Fi and the seeing how you get on, etc, then updating the routers firmware if needed and so on.

    thecpuguide.com/gam…fi/
  4. Avatar
    Author
    Haircut_10024/12/2021 18:53

    Well I'd suggest just working through step by step so as to see if there …Well I'd suggest just working through step by step so as to see if there is an issue with your setup or console settings, etc. If it's fine playing via ethernet then I'd suggest next connecting directly to the Virgin router via Wi-Fi and the seeing how you get on, etc, then updating the routers firmware if needed and so on. https://www.thecpuguide.com/gaming/xbox-series-x-s-wont-connect-to-wi-fi/


    Thanks ill try those steps over the next few days, i cant post it until Wednesday anyway i guess.
    Thanks
  5. Avatar
    Hi Mark

    As soon as I saw "m using virgin router in modem mode with asus ax86u" I knew you know what you are talking about.

    I don't think it's anything you are doing, or with your setup. The series X does NOT support wifi 6 if you have been trying exclusively to connect that way via the router access controls.


    Inside the Series X there's an antenna board that may have come away in transit slights, or the connection may be poor.
    Details for taking apart are below - also good youtube videos which look simple.

    ifixit.com/Gui…749


    I would first try it wired, run a cable for now and get a refund from Microsoft if the wireless issue continues.
    If you warm the seal with a hairdryer you can tweezer the sticker off without detection. However they can't refuse you replacement/refund/repair now even if the sticker has been tampered with apparently (Been reading about a challenge and law change, that's why they are no longer called warranty stickers)

    You can order from Amazon for delivery on the 6th Jan if that helps, also lots of other places have it in stock.
  6. Avatar
    If you are getting trouble now with it is it worth trying to fix. If MS support couldn’t help you I would get refund. The series x seems to becoming available more than before..
  7. Avatar
    Author
    Chiptivo24/12/2021 18:59

    Hi MarkAs soon as I saw "m using virgin router in modem mode with asus …Hi MarkAs soon as I saw "m using virgin router in modem mode with asus ax86u" I knew you know what you are talking about. I don't think it's anything you are doing, or with your setup. The series X does NOT support wifi 6 if you have been trying exclusively to connect that way via the router access controls. Inside the Series X there's an antenna board that may have come away in transit slights, or the connection may be poor. Details for taking apart are below - also good youtube videos which look simple. https://www.ifixit.com/Guide/Xbox+Series+X+Wi-Fi+Antenna+Board+Replacement/141749I would first try it wired, run a cable for now and get a refund from Microsoft if the wireless issue continues. If you warm the seal with a hairdryer you can tweezer the sticker off without detection. However they can't refuse you replacement/refund/repair now even if the sticker has been tampered with apparently (Been reading about a challenge and law change, that's why they are no longer called warranty stickers) You can order from Amazon for delivery on the 6th Jan if that helps, also lots of other places have it in stock.


    Thanks for taking your time to reply, i wasn't using wifi 6 so thats ruled out.
    I used eneba vouchers to get it for £380 from xbox store so im a little stuck for stock.
    Ill give the wired connection ago, dont fancy pulling it apart really.
    Im going to try connecting to my phones hot spot too, maybe that will shed some light.
    Thanks, mark

    Bargainhead24/12/2021 19:27

    If you are getting trouble now with it is it worth trying to fix. If MS …If you are getting trouble now with it is it worth trying to fix. If MS support couldn’t help you I would get refund. The series x seems to becoming available more than before..


    Microsoft support didn't try to help, just blamed my router without asking me to test anything and when i said my ps5 and other devices in the same room are working faultless he passed me to sales for a replacement but they cannot replace.
    I was hoping to be put on a list for priority when they get stock and they keep my money but its not an option unfortunately
    Edited by: "Mark_Hickman" 24th Dec
  8. Avatar
    Mark_Hickman24/12/2021 19:31

    Thanks for taking your time to reply, i wasn't using wifi 6 so thats …Thanks for taking your time to reply, i wasn't using wifi 6 so thats ruled out.I used eneba vouchers to get it for £380 from xbox store so im a little stuck for stock.Ill give the wired connection ago, dont fancy pulling it apart really.Im going to try connecting to my phones hot spot too, maybe that will shed some light.Thanks, mark


    No worries, good luck.
    I could go down the route of disabling 2.4 and just use 5, and vice versa, but I'm not sure what could prove as it should make no difference.
    I've never seen the wifi triggering a hardware fault message on an xbox.
    Maybe work out from the pictures in my link where abouts the wifi board is and push on the area so the board reseats, makes a better contact to the board?
    Long shot, but you never know.
    EDIT: Looking at the 3 pictures on step 43 that looks impossible tbh, screwed in place, so can't imagine how it can come unseated.
  9. Avatar
    Mark_Hickman24/12/2021 19:31

    Thanks for taking your time to reply, i wasn't using wifi 6 so thats …Thanks for taking your time to reply, i wasn't using wifi 6 so thats ruled out.I used eneba vouchers to get it for £380 from xbox store so im a little stuck for stock.Ill give the wired connection ago, dont fancy pulling it apart really.Im going to try connecting to my phones hot spot too, maybe that will shed some light.Thanks, markMicrosoft support didn't try to help, just blamed my router without asking me to test anything and when i said my ps5 and other devices in the same room are working faultless he passed me to sales for a replacement but they cannot replace.I was hoping to be put on a list for priority when they get stock and they keep my money but its not an option unfortunately


    If you send back will they just not credit your account? If they do just keep trying to buy when they get stock. I would rather do that than have a potentially broken product.

    good luck, hope you get it sorted one way or other..
  10. Avatar
    Try rebooting your router. Win10 has similar issues with WiFi at times, often cured by a router reboot
  11. Avatar
    Try going offline then online again in the settings I have a problem on my Xbox S where it won't automatically reconnect maybe this'll help
  12. Avatar
    Author
    Uridium24/12/2021 20:04

    Try rebooting your router. Win10 has similar issues with WiFi at times, …Try rebooting your router. Win10 has similar issues with WiFi at times, often cured by a router reboot


    Ill give it a try, thank you the only time our router gets a reboot is when we get a power cut so its definitely not done as recommended regularly lol
  13. Avatar
    Sometimes I had that problem with xbox one I had to use ethernet cable but was able to disconnect the cable again and everything would be fine. Not saying that will fix your problem but it's worth a try
  14. Avatar
    Author
    Chiptivo24/12/2021 19:36

    No worries, good luck. I could go down the route of disabling 2.4 and just …No worries, good luck. I could go down the route of disabling 2.4 and just use 5, and vice versa, but I'm not sure what could prove as it should make no difference. I've never seen the wifi triggering a hardware fault message on an xbox. Maybe work out from the pictures in my link where abouts the wifi board is and push on the area so the board reseats, makes a better contact to the board? Long shot, but you never know. EDIT: Looking at the 3 pictures on step 43 that looks impossible tbh, screwed in place, so can't imagine how it can come unseated.


    So ive been doing some testing and the wifi board is definitely faulty, wired connection i can play fine, tried resetting my router and trying again same thing happened, tried connecting to my phones hotspot and same happened again.
    I basically play approx 10 minutes and the screen goes black then pops up ive been disconnected and clicking restart wireless does nothing, but ive realised the console cannot search for wifi after this happens, if i go back to setup a new network the console cannot search for a network it just says it cannot find any when there are like 10 available.
    Its happened exactly the same every time like the wifi card is losing power after a while, maybe getting hot or something i dont know, ill just have to return it and hope they have stock soon.
    Thanks for helping
    EDIT
    Now having a new issue, it wont turn off, screen display goes off, xbox stays on and logo on front staying lit up white, tried multiple times to shut down, guess it needs to go in a skip, must of been put together by a chimp
    Edited by: "Mark_Hickman" 4 h, 34 m ago
  15. Avatar
    Mark_Hickman26/12/2021 09:54

    So ive been doing some testing and the wifi board is definitely faulty, …So ive been doing some testing and the wifi board is definitely faulty, wired connection i can play fine, tried resetting my router and trying again same thing happened, tried connecting to my phones hotspot and same happened again.I basically play approx 10 minutes and the screen goes black then pops up ive been disconnected and clicking restart wireless does nothing, but ive realised the console cannot search for wifi after this happens, if i go back to setup a new network the console cannot search for a network it just says it cannot find any when there are like 10 available.Its happened exactly the same every time like the wifi card is losing power after a while, maybe getting hot or something i dont know, ill just have to return it and hope they have stock soon.Thanks for helpingEDITNow having a new issue, it wont turn off, screen display goes off, xbox stays on and logo on front staying lit up white, tried multiple times to shut down, guess it needs to go in a skip, must of been put together by a chimp


    I would return it while you can it doesn't sound good. I sold one to someone last year that had the same problem I refunded the money and returned it back to Currys.
  16. Avatar
    Author
    Galvatron26/12/2021 14:31

    I would return it while you can it doesn't sound good. I sold one to …I would return it while you can it doesn't sound good. I sold one to someone last year that had the same problem I refunded the money and returned it back to Currys.


    Dont worry its going back as soon as the post office opens the door
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