[Updated: 03/29/20] Experiencing slow Microsoft Store game downloads and updates

Update 03/29/20: It has been about 2 weeks and after changing my Xbox One X and my gaming PC’s DNS settings I can safely say that my game download and update speeds have been consistently faster. With the whole COVID-19 pandemic happening at the moment some services are slowing down their customer’s downloads speeds or reducing their bitrates, see here. Your mileage during this time may vary if you were having download/update issues from either the Xbox Store or the Microsoft Store.

Update 03/15/20: I have been playing around with the DNS settings on my Xbox One X after doing some reading, and found this page and this page. After making some changes to my DNS I can confirm that I am getting significantly better download speeds.

Instead of the several Mbps I was getting, I am now getting speeds in the high 80s. Whatever CDN I am connecting to is allowing me to download the games and patches much faster 😀

On Saturday (03/14/20) I tried to contact TPG support to see what is going on but after waiting for over 30 minutes just to talk to someone I gave up. As of right now I am not recommending anyone to use TPG as their Australian ISP and look at another provider (perhaps Aussie Broadband – seem to fairly good reviews, Australian customer support, and do not suffer from this issue). I will be checking back again in a week or so to see if this change solves my problem, and if it does then bye bye TPG.

Original: I pay for a 100Mbps download and 40Mbps upload internet connection through TPG. Generally when I do a speed test I achieve download speeds in the area of the high 80s and low 90s which is fantastic (even during peak times). But when I am trying to download an Xbox One game or update an Xbox One game I get speeds in the very low 10Mbs but mostly fall under 2Mbps. It is even worse if I try to download a Windows game through the Xbox app on my PC, where I get speeds less than 1Mbs on average. Just this morning I wanted to download Halo Combat Evolved Anniversary on PC, but was getting speeds under 1Mbps and just cancelled the download in disappointment.

What is really odd is that this has only been happening recently, I would say in the last two months. My home network configuration has not changed at all, the same devices are connected and there have been no intrusions in my network (so I know there are no unknown devices taking up my bandwidth). I am a little perplexed.

Some of my troubleshooting steps I have taken are:

  1. Restart my modem and my router (multiple times)
  2. Restart my Xbox One X console (both hard shutdown and restarting)
  3. Restart my PC (full shutdown and restart)
  4. Restart the Xbox app
  5. Cancel my game download or game update
  6. Restart my game download or game update
  7. Change from a wired connection to a wireless connection for my Xbox One X (and then back to a wired connection to a wireless connection)
  8. Change the DNS that I am connecting to for my Xbox One X (from my ISP provided DNS to Google, and then back)

None of the above troubleshooting steps have seemed to have solved or identifiy the problem 😦 What is really odd, when I check my network connection status and results on my Xbox One X I see download speeds of 90Mbps, upload speeds of 20Mbps, Open NAT, and ping of 100ms. If I try and stream video content in 4K I have no issue. Watching YouTube videos in HD I have no problem. Even downloading games and game updates on other platforms like Steam and EA Origin seem to be downloading at speeds I would expect for what I am paying for. I verified that on Steam I achieved speeds of 79Mbps when downloading Vermintide 2 the same morning as I tried downloading Halo CEA.

Navigating to the Xbox Support site is in my opinion pointless. To actually get in contact with an actual person that works at Microsoft is near impossible, which is a shame. I do not want to talk to another Xbox gamer, I do not want to post in the forums and hope for a response (looking at the support forums, much of the posts are unresolved and unanswered). The customer support AI that they have looked promising. The steps asked by the AI to help narrow down the problem are what I have performed, but in the end it could not fix the problem and asked if I wanted to talk to a real person; but that person would not be a Microsoft employee but an Xbox gamer.

I’ll be keeping this post updated with any new information that I find or experience. Hopefully this is not going to be a long term issue, because I download all my games as I have gone in all digital and there are a number of games coming out that I will be picking up soon like Resident Evil 3 and Doom Eternal. If you have experienced this problem, are having this issue, or have recently resolved the problem then please do leave a comment below.

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