First and foremost be sure to test your network connection on your console to try and diagnose the problem.
Please restart your router and try again.
In order to rule out any NAT type issues; please double check if you can connect to the other player within an Xbox Party Chat.
If you are still experiencing issues, please create a support ticket. When creating your support ticket be sure to provide the following information so the support agent can assist you as efficiently as possible.
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- Who is your current internet service provider?
- Are you connected via wireless or ethernet?
- Does your connection currently run off multiple routers?
- Are you currently using any wireless internet boosters/extenders?
- Is your internet communal use? For example: University accommodation.