Help! Support staff deleted offline profile, swore everything would be ok. It's not. :(

Sorry, I have never posted before, so I apologize if this is too long. I also changed profile names, gamertag names and emails to protect my son's account..... I contacted support with what I thought was a simple problem. My son has (had) an offline profile,
originally called "Kevin". I tried to connect him to XBox Live because I purchased him an XBox Live Gold membership. To set him up, the instructions on the forum said to create a Microsoft Account. I did, but could not associate it to the profile. Below
is the chat....

[table][tr][td]General Info[/td][/tr][tr][td]Chat start time[/td][td] Dec 26, 2014 12:25:06 AM EST[/td][/tr][tr][td]Chat end time[/td][td] Dec 26, 2014 2:55:02 AM EST[/td][/tr][tr][td]Duration (actual chatting time)[/td][td] 02:29:55[/td][/tr][tr][td]Operator[/td][td] Ted[/td][/tr][/table]

[table][tr][td]Chat Transcript[/td][/tr][tr][td]info: Please wait for an agent to respond. The current average wait time is 24 minutes. Thank you for your patienceinfo: All agents are currently assisting others. The current average wait time is 24 minutes. Thank you for your patience.info: All agents are currently assisting others. The current average wait time is 24 minutes. Thank you for your patience.info: All agents are currently assisting others. The current average wait time is 22 minutes. Thank you for your patience.info: All agents are currently assisting others. The current average wait time is 20 minutes. Thank you for your patience.info: All agents are currently assisting others. The current average wait time is 20 minutes. Thank you for your patience.info: All agents are currently assisting others. The current average wait time is 18 minutes. Thank you for your patience.info: All agents are currently assisting others. The current average wait time is 16 minutes. 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Thank you for your patience.info: All agents are currently assisting others. The current average wait time is 11 minutes. Thank you for your patience.info: All agents are currently assisting others. The current average wait time is 8 minutes. Thank you for your patience.info: All agents are currently assisting others. The current average wait time is 5 minutes. Thank you for your patience.info: All agents are currently assisting others. The current average wait time is 2 minutes. Thank you for your patience.info: All agents are currently assisting others. The current average wait time is 2 minutes. Thank you for your patience.info: Privacy Statement You are now chatting with 'Ted'Ted: Hello, thank you for contacting Xbox Customer Support. My name is Ted. Please give me a moment to review your question.Ted: Before anything else, I just want to tell you that in case we get disconnected from the chat, you will be reverted to the queue automatically but for some cases you may have to start a new chat, just do so if that will be the case. Also, if the connection is really bad, let me give you our phone support number as that may be the best option for the support. Our number is1800 4 MYXBOX (699269)you: Good evening. First, if we get disconnected, call me at ###-###-####, my name is Darrell. I created a new account today (BM44) for my son using email account *** Die E-Mail-Adresse wurde aus Datenschutzgründen entfernt. ***. He is considered underage, so I gave my consent and paid the .50 cents After I created the Microsoft Account, I logged into his profile on the XBox which is also called BM44 (originally called Kevin, but changed trying to get this to work) and tried to set it up for XBox live. Typed in his first name, email that I just set up, password......Epic fail. It says the account is already associated with another profile. I purchased XBox Live Gold and I'm trying to get it set up for him.Ted: Oh, I am sorry to hear that. Definitely not the experience we want you to have. No worries though, I am here to assist you further.you: cool. Not sure where I messed upTed: From what I understand, you want to set up and account for your Son, is that correct?you: yes. I've already created a Microsoft account for him (I think)Ted: Can I have the email address please?you: for my son or me?Ted: For your son.you: my son is *** Die E-Mail-Adresse wurde aus Datenschutzgründen entfernt. ***. Ted: Let me check if you have successfully set it up to our system. Ted: In order for me to have full access to your account, I will be needing a security code from you. This is to ensure that the account is secured and protected. I sent the code to the email address that is associated with the account. Can you please check your email and provide me the code? you: yup, 1 secyou: 75175778Ted: Let me just locate your account here first and I will get back to you.you: k, thxTed: Based on the records here on our system, it was successfully created. Ted: And you have the correct gamertag that's BM44you: cool. Now I just need to get is associated with his offline profile on my xboxTed: You mean Sign in?you: yesyou: when I do, it says it is associated with another profileTed: Are you using Xbox One or 360?you: 360Ted: Please go to account.xbox.com and sign in using your son's username and password. Our system detects that this is a child account if you put his age to 18 below. It will then ask you to sign in your account to associate your son's child account. you: yup. did that already.you: I paid the .50 and completed that part of the setupyou: I can sign in again as him. Is that what I need to do?Ted: Oh, okay. that's .50 for our charity to support children if you are wondering why we ask for it. you: I was trying to follow these steps on your support site.....you: Turn your offline profile into a gamertag Xbox 360: Sign in to the profile that you want to convert from an offline profile to a gamertag. Go to Settings, and then select Profile. Select Join Xbox Live. Enter your first name. Enter your Microsoft account email address. Enter your Microsoft account password. Verify the information on the screen. Verify the current privacy settings. Review the Terms of Use.you: after I type in the email and password is where it stopsyou: and says that it is associated with another profileTed: Apparently, you have already registered your son's profile under your account.Ted: Do you have access on your console as we speak?you: yesTed: Alright, can we try to download your son's account?you: will that remove the achievments he already has (he's been playing offline as BM44 for a year or more)Ted: Hold on. you: I was afraid to download the profile and it remove all the achievements he hasTed: As far as I know, if we will delete and re-download any offline profiles and just play again offline, there are no issues for all those achievements. Not unless you will go from offline and you will try to go online. you: not sure if I understand, sorryyou: he has had an offline account for a while. He has quite a few achievments, etc..... (saved games and such).you: this was originally under a profile (offline) called Kevin.you: when I tried to associate the offline profile of Kevin to the Microsoft account I just created, it said it was already associated with another account Ted: I think I already figure this out, hold on. The gamertag of your son was just changed right?you: yesyou: from kevin to BM44.you: trying to get it to synch with this new Microsoft accountyou: not sure if I messed something upyou: but I don't want to delete or remove any of his existing achievementsyou: and I just created the Microsoft account for *** Die E-Mail-Adresse wurde aus Datenschutzgründen entfernt. *** today, so that is newTed: I understand, no need to worry, all of those offline achievements will be working as fine as it was before.Ted: I will teach you how to do it. you: excellentTed: Let me verify things out, from gamertag Kevin it was now changed to BM44, right?you: my son thinks I am the best dad ever for getting this xbox live gold (which is still not set up). If I lose that stuff, he will think I am the worst dad you: yesyou: on my xboxTed: I understand, now since you mentioned that you recently made changes on gamertag of your son, does it mean he still used the same email address, am I correct?you: through the xbox console, I changed his Kevin profile to BM44 (trying to synch with the MS stuff). His email is what I set up the MS account with.you: he never had the "Kevin" profile associated with an email (I don't think)Ted: So you mean you also want to change the email address he originally have, right?you: as far as I know, it was always "offline"Ted: I understand, there are no issues about offline profile. Achievements will always be there. Ted: I just want to clarify things out before we do troubleshooting steps though. you: I'm just trying to switch his offline profile to an online profileyou: however I need to do thatTed: If you mentioned the Kevin gamertag does not have any email address, that's somehow impossible. you: so I can redeem this xbox live codeyou: okyou: sorry, perhaps he did, not sureyou: can we validate that?you: I have his profile connected on the xbox nowTed: Before we proceed with troubleshooting steps, I want to make sure everything is okay. you: kTed: You mentioned that his profile is now connected to Xbox, right?you: well, it has BM44 in the upper right corner of the screenTed: So basically it's now connected, right?you: well, that is where i am not sure. I am using his profile, but I didn't think he was connected to xbox live. you: I'm trying to set him up for xbox live goldyou: got him a 12/month subscription for Chirstmasyou: perhaps he is connected. Is there a way to validate?Ted: Wait.Ted: Let me provide you details.Ted: If you will go online for his gamertag, it's an assurance that his offline profile achievements will not be carried over to online. Would that be fine?you: kTed: Alright, now let's proceed with redeeming the code. Ted: You mentioned that you have a code for 12 months right?you: yesTed: Can you please provide me the 25 digits code so that I can validate here on my end if it's active.you: XXXXX-XXXXX-XXXXX-XXXXX-XXXXXyou: I have not typed in those digits anywhere except in this chat window. It shoould not be activated anywhere yetTed: I understand, hold on.Ted: Allow me 2 - 3 minutes for this to validate the code if it's active and redeemable. Ted: Okay?you: yup, thxTed: I should be the one thanking you for taking the time from your busy day just to work with me today.you: not a problem, just trying to get my son so he can play with his friends online.you: I tried out the xbox live gold for 1 month with my account to see how things worked. When I got this new code, he wanted it on HIS profile and not mineTed: Alright. I also loved to help you with this so that I can provide at least a Christmas Gift of your son. heheyou: Ted: I understand, base on the records, I am seeing here that this codes are active and redeemable. Ted: Now let's proceed with redeeming the code. Ted: Let me know if you are ready. you: coolyou: yupTed: Which would you prefer, doing it online/website or on the console?you: console if I couldTed: Make sure you log in using his account okay?you: kTed: If yes, please go to SETTINGS > ACCOUNT > REDEEM CODE. you: account is grayed outTed: If that's the case, you are not signed in to your son's profile yet.Ted: No worries, I will provide you steps on what to do.Ted: Let me know once done. you: how do I do that? Ted: 1.Press the Guide button on the controller (the large “X” button in the center). Ted: 2.Select Download Profile. Ted: 3.At the bottom of the Download Profile screen, select Download Profile. Ted: 4.Enter the email address of the Microsoft account that’s associated with your Xbox Live profile. Ted: 5.Enter your Microsoft account password.Ted: Please let me know once done. you: when I press the large X, it does not have the option to download a profile. I have an option to go to xbox home, join xbox live or play a gameyou: I can press X to sign outyou: and this is what started all of this to be honestTed: I understand. Ted: Let's make sure that the old gamertag was deleted on your console.Ted: Can we delete the profile first?you: you are scaring meyou: lolTed: And re-download it immediately. Ted: lol. No need to worry. Ted: heheTed: Let me know if you are ready.you: I'm ready, but this profile is the one he has been playing (offline) for a whileyou: is there a way to back it up first?Ted: Yes, you are correct. Please follow these steps to delete the profile. you: kTed: We have profile based here, no need to worry about those achievements.you: okTed: As what I mentioned earlier, offline achievements are still and forever will be there if your son will just play offline. But if in case you will play online, that's the time the achievements will not be cared over.Ted: Would that be fine? Shall we proceed?you: okTed: 1.Go to settings and select System.Ted: 2.Select Storage.Ted: 3.If you don’t connect any external storage devices to your console, select Hard Drive. If you do use external storage, instead select All Devices.Ted: 4.Select Profiles.Ted: 5.Select the profile that you want to delete.Ted: 6.Select Delete.Ted: 7.Select one of the following: ?Delete Profile Only - This deletes the profile but leaves saved games and achievements. Ted: Please delete the "KEVIN" gamertag there.you: just so we are on the same page, KEVIN does not exist anymore, I changed KEVIN to BM44.you: so, I do this for BM44?Ted: Yes.you: kTed: I just want to make sure that the Kevin gamertag will also be deleted on your console you: kTed: Let me know once done. you: I am selecting, delete profile only.you: correct?Ted: Yes please.you: ok, both kevin and BM44 do not existyou: (quite nervous tbh)Ted: Lol. No worries, now let's clear the cache for your console. Ted: Note Repeat these steps three times.Ted: 1.Press the Guide button on your controller, go to Settings, and select System Settings. Ted: 2.Select Storage or Memory. Ted: 3.Highlight any storage device, and then press Y on your controller. (It doesn't matter which storage device you select; the cache will be cleared for all storage devices.)Ted: 4.Select Clear System Cache.Ted: 5.When prompted to confirm storage device maintenance, select Yes.Ted: Let me know once you are done for (3x). okay?you: ok, I completed that 3 timesTed: Thank you, now let's download the profile. Ted: 1.Press the Guide button on the controller (the large “X” button in the center). Ted: 2.Select Download Profile. Ted: Note Not seeing Download Profile? This means that you’re signed in under another profile. Press X to sign out, confirm, and then select Download Profile. Ted: 3.At the bottom of the Download Profile screen, select Download Profile. Ted: 4.Enter the email address of the Microsoft account that’s associated with your Xbox Live profile. Ted: 5.Enter your Microsoft account password.Ted: Please let me know once you are done downloading. you: it was downloading, but a message said that xbox live profiles can't be downloaded right now. try again later. 80151103Ted: Oh I am so sorry to hear that, I have a troubleshooting steps for the error message you are getting, however, let me provide you details for this. There is an on going issue for Xbox Live a while ago, but they confirmed it was already fixed. Ted: No need to worry about this. Ted: To resolve the problem, try the following solutions.you: should I try again?Ted: Solution 1: Verify your Microsoft account security information Ted: Please go to account.live.comTed: 2.Click Edit security info.Ted: 3.Verify your security information. For example, verify the Phone number, Alternate email address, and Security question information.Ted: 4.Sign out of your Microsoft account, and then sign in again.Ted: 5.Try to sign in to Xbox Live again.you: ok, I signed in with my son's accountTed: Alright.Ted: Just follow the steps. you: I don't really see anything that says edit security infoyou: I am on the security and privacy page, , . all looks okTed: Sorry please go to change password and moreTed: Under Security and Privacy. you: There is not a phone number. There is an option to add a new phone numberyou: should I do that and add my phone number?Ted: Yes please.Ted: Just update anything there that needs to be updated, okay?you: ok, that is completeyou: all looks goodTed: Awesome! I really appreciate your patience and understanding for this. you: ditto!Ted: Can we download your son's profile again?you: yTed: Do you want me to provide steps or would you take it from here?you: ok, it is downloaded. Ted: Awesome!Ted: That's great!Ted: Now shall we redeem the code?Ted: Please go to settings > account > redeem code.you: it is signed in, but it is asking me to set an avatar. Is there a way to link it to the other that we deleted or do I set it up againTed: You will modify that on xbox.comTed: No need to worry about that okay?Ted: Let's just go first on redeeming the code so that your son will have a subscription. okay?you: kTed: Alright.you: ok, type in the 25 characters?Ted: yes please.you: ok, it said more information is needed. I had to type in his email and password again. His first/last nameyou: and now it is asking for billing infoyou: I really didn't want anything associated with my son on the billing partyou: do I still need to put in my address?Ted: I understand, it's an assurance that there are no charges for that.you: kTed: It's just a record that we can send to you as you are the parent account. Ted: Just provide all those necessary information needed there. you: ok, it said success on that!Ted: Awesome!Ted: Can we test your Live connection?Ted: 1.Press the Guide button on your controller, then select Settings, select System Settings, and select Network Settings.Ted: 2.Select the name of your Wireless Network, or select Wired Network for a wired connection.Ted: 3.Select Test Xbox Live Connection.Ted: Please let me know if there are "X" marks in between if there are. you: all check boxes. no "X"you: says connectedTed: Awesome! Your son is now connected and ready to go for online Ted: You are such a great troubleshooting partner!Ted: I salute you for you really spend time for your son. Ted: Ted: I hope I was able to answer all of your questions to the best of my ability. As of the moment, will there be any other questions I can answer for you aside from this?you: so, if he wants to play a previously saved game? will they still be there under this profile?Ted: Yes.you: but his achievements to date, will not be online, correct?Ted: You are absolutely correct, but if he will be playing offline, he will still be having those achievements.Ted: Alright, I guess we are all done for your issue today. Was I able to address and resolved all your questions for today?you: ok, I just started one of his games that he was playing, diablo and it is asking him to set up a new player.Ted: Because you are now connected online. Ted: That's what I am talking about, if you are connected online. Our system will asks to set up a new account/player. you: how to I have him now "play offline?"Ted: Just disconnect your network.you: and the profile we deleted will then connect?Ted: No need.Ted: You will just disconnect the network and then play the game.Ted: Just trust me with this, I have gone through this. Ted: We got your back here. you: ok, let me disconnect the network to the console, 1 secTed: Sure.Ted: I hope I didn’t lose you yet. Are we still connected?you: yesTed: Thanks. you: I disconnected the wired connectionTed: I am afraid I lost you, sorry if I ask.you: selected the game, it propted me for a profileTed: His profile?you: I selected BM44 Ted: Alright.you: it could not connect (understandable)you: but it is starting all overTed: It cannot connect?you: it is asking to build a characterTed: what do you mean?you: trying to play "offline"you: I disconnected the "wired" connectionyou: network cableTed: Alright, just to provide you heads-up, it may take a while for the system to sync from offline to online then back to offline.Ted: But an assurance the profile will still be there. you: and his saved games, and achievements are still there?Ted: Yes. Ted: It may take a while to sync, but that's an assurance I gave you from the start you: I hope so, he had some really high level charactersTed: Just trust me. Ted: I just want to congratulate you for doing a great job there. Ted: Before we click on the close the chat button, are there any other questions I can answer for you today? you: just trying to validate the saved gamesTed: Just trust me, it should be there. Ted: Please keep this case reference [Mod Removed]. Ted: All of our conversation and my personal documentation will be there.Ted: If in case you have issues with this and need to contact, you may provide that case reference to the next available representative.you: okTed: Alright, shall I tagged this case resolved on my queue then?you: guessing so. thanksTed: Your most welcome. Ted: If you don't mind me asking, do you see the close chat button on the upper right corner of the chat window? you: yup, thxTed: It would really be awesome if we could properly close this chat by clicking on the close chat button on the upper right corner of the chat window. That way I can close it properly on my end. May you and your family have a Merry Christmas and a Happy New Year in Advance! Thank you for contacting Xbox Customer Support and I hope you have a legendary day ahead!you: thx[/td][/tr][/table]

Now, I do have a profile, that is connected to XBox Live, but I have no games. My son has been playing for 3 years. He has a ton of games (or did) with saved games and high level characters, etc....

"Ted" mentioned that it was impossible to have a profile without an email. However, if you click the large "X" and select, create profile, you can create one without anything. I consider that an "offline" profile.

When I look at my storage and select any game, there are several "Unknown" profiles. I am not sure how to get any of this data back.

Any help or suggestions on either how to get this data back or how to get Ted fired would be greatly appreciated. Slightly exaggerating on the firing part, but I am kind of upset.

:)

 

Xbox Start Up Issue

Update. Tried offline - was instant.

Checked network. Everything ok.

Deleted profile. Ran an update and downloaded profile again.

Xbox now starts up and shows profile in around 20-30 seconds so is much faster than it was before as was taking up to 4 minutes.

Thanks for the advice.

Happy Gaming

 

I cant play Skyrim offline, why?

Ok I transferred (however you spell that) everything over to the cloud and deleted everything off my Xbox, and no im not playing on a 720, then reinstalled the game and the transferred my saved game back and I still cant play it offline, nor can I play it
from a "guest" profile, I cant get into Minecraft either.