How do I reset the Xbox 360 console's total

sorry to hear it. if you've forgotten the passcode for the console you'll need to call phone support. they can walk you through the reset process. please click the link below to get the number for your region

http://support.xbox.com/contact-us?isChatCallAvailable=false

How do I reach out to them?

So you think it’s NOT a console issue?

The game has been totally erased and restarted after a factory reset of console.

You would need to contact where you purchased it for a refund or exchange. The console would have been purchased under the "Entertainment for All" plan which was a way to get the console cheaper, but you had to sign a 2-year contract. So the console itself is registered under the original owner. They would have to complete the payments in order to unlock the console. Unfortunately, several people broke their contract by just trying to resell the console which doesn't work.

Watch this video to see how to do it.

[View:http://www.youtube.com/watch?v=-4oYEzvwWv4]

Hey there MARCELOBUENO4,

Thanks for reaching out to the Forums for advice on how to help with this situation. I can totally see how disheartening this kind of problem could be. I suggest resetting your
network settings to factory defaults or rolling back your console's most

recent update.

When you get the chance, give those steps a shot and let us know if that helped.

Thanks for reading!