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not sure if anyone else here has had this problem, but thought i'd ask just in case.

bought a new xbox 360 about a week ago for my lass as an early christmas present, only we've been having issues getting it online with xbox live.

contacted xbox support, and they don't seem to have any idea of what to do; and said they'd pass me on to another dept. only they've not contacted me back in a few days (and xbox support said to expect a call within 24hrs).

the problem I'm having is that it passes everything in order to get online with live, but for some reason it can't download the update required to access live.

everything access' as you'd expect... my screen shows

Network Adapter : Wired
IP Address : Connected
DNS : Connected
MTU : Connected (after setting MAC Address manually)
ICMP: Connected
Xbox Live: Connected (requests system update)
NAT: Not Run

the test stops on the Xbox Live as when it connects it says that an update is required, so I accept the download only it moved to the download blade (background goes black) and it sits there doing nothing for about 5seconds. It comes up with a blade on the opposite side saying "Update Failed", then restarts Dashboard.

been asking for help on xds.xbox.com newsgroups and some of the guys think it probably is an issue with my router, but I honestly know very little about the main router as it's in the office downstairs and serves the entire apt. block.

I'm using Vaioni ISP, so anyone who knows what could possibly be an issue or how to solve it would really help. Cause I don't even know what could potencially be the issue.

usually its a port issue. find out what port the xbox requires, the packet type as well and then send it to the administrator. that said it can also be your isp port blocking.

Are you on Adsl or cable ?
Xbox live wont run on adsl here in australia from memory, only due to red tape, not technology.

this site appears to have some quick reference information regarding it.
http://www.adsl-business.co.uk/xbox-live.htm

udp 88
udp 3074
tcp 3074

If you already tried downloading the update it might be corrupt now, you could try to clear the cache if all else fails.

http://www.joystiq.com/2006/06/09/xbox-360-hdd-cache-clear-code-discovered/

good work ZC

xbox support got back to me today and said that physically there's nothing wrong with the console, or connection. It's a case that the ISP itself just isn't possible to connect due to NAT issues.

they said they'd contact my ISP and try to get them compatible.
for now their suggestion is to take it round a mates to update and it should work.

got the issue sorted out with the ISP.
the problem was so simple honestly can't believe I totally overlooked it..

issue was with the NAT, only I'd forgotten the golden rule of routers; being they basically attach themselves to a single Network Address (MAC Address) upon reset, this remains constant until the memory/cache is wiped.

So basically while I could route through my local router by changing the MAC Address on the console, this wasn't the one assigned to the room etherport. It was assigned to the laptop (as it was the original machine assigned), so while I kept trying the room router believing that was the correct one; it wasn't.

Now that the MAC Address is set to the xbox 360, I've altered the physical address of both my xbox(original) and ethernet card(notebook) to match meaning I once again have full access.

Going to e-mail microsoft letting them know that was my problem so they can post it up in the FAQ. Something I wouldn't mind knowing is how to do a request for the MAC Address, from an end-computer because there was no way to find out what my ISP/Router had assigned to my connection without contacting them.