Purchase error 2 minutes ago

Fixed? I can't connect to XBL since 3 1/2 days now (tried it 10 minutes ago), same error...

Your purchase can not be completed in these moments. Try again later.

And I have try 6 times now, in a period of 2 hours. The last one was 10 minutes ago.

did that a minute ago, got the same error message

I have the same issue, Gen 1 Xbox 360, with component cables (no HDMI option).

Tried support, and they valiantly tried to blame everyone from my ISP (despite the fact it works on every other device and even on a second xbox with HDMI), and Microsoft (cables must be defective, despite 720p works on every other app).

At the end, they kind of claim they are working on this issue and hope to solve it soon (I have my doubts though).

Full conversation below, I lost my patience at a few points:

Netflix Evelyn

Thanks for contacting Netflix My name is Evelyn. Who do I have the pleasure of chatting with today?

2 hours ago You

hi Evelyn, my name is Bob

2 hours ago Netflix Evelyn

It is a pleasure to be acquainted with you Bob, How may I help you?

2 hours ago You

I get HD on all my Netflix devices, except my Xbox 360

2 hours ago You

streams always stop at 480 SD

2 hours ago You

this wasn't an issue before the recent netflix client update

2 hours ago Netflix Evelyn

Alright that is not good but hey I have some steps we can try here.

2 hours ago You

it's not a problem with internet connectivity, since it works on every other device (mac, windows, ipad)

2 hours ago You

so let's skip all the "internet is too slow steps" thanks

2 hours ago Netflix Evelyn

Not a problem let me go ahead and see what is going on here

2 hours ago You

thanks

2 hours ago Netflix Evelyn

It is good that it works on those other devices thank you for that info.

2 hours ago You

if you visit the xbox forums, the problem occurs on all Xbox 360s with coposite connections

2 hours ago You

since the client update

2 hours ago Netflix Evelyn

Hmm okay I am going to see if we have had a lot of people chatting in about this as well.

2 hours ago Netflix Evelyn

When was your update?

2 hours ago You

that, Evelyn

2 hours ago You

the update happened in November

2 hours ago You

they rolled out the new netflix client then

2 hours ago Netflix Evelyn

Alright thank you for that I have some steps for you to try.

2 hours ago Netflix Evelyn

Now can you get to where the movies are displayed on the xbox?

2 hours ago You

yes

2 hours ago Netflix Evelyn

Try these steps here Click Here

2 hours ago You

ok i did that

2 hours ago You

should i sign back in?

2 hours ago You

i'm at the welcome screen now

2 hours ago Netflix Evelyn

Awesome now once you do this we are going to power down the xbox and unplug it from the wall for 30 seconds

2 hours ago Netflix Evelyn

and plug it back in and power it on.

2 hours ago Netflix Evelyn

Let me know when you get it back on.

2 hours ago You

ok

2 hours ago Netflix Evelyn

Thank you

2 hours ago Netflix Evelyn

Just checking in with you to see how those steps are coming along.

2 hours ago You

ok i did that

2 hours ago Netflix Evelyn

Awesome now when you go back into netflix and play the title does it play in hd?

2 hours ago You

well i'm not signed in any more, should I sign in again?

2 hours ago Netflix Evelyn

Yes indeed.

2 hours ago You

because your earlier step was to sign me out

2 hours ago You

thanks

2 hours ago Netflix Evelyn

And I see what we need to do once you sign back in

2 hours ago Netflix Evelyn

Let me know when you get there.

2 hours ago You

ok i am playing osmething now, let's see

2 hours ago Netflix Evelyn

alright

2 hours ago You

still seems locked in 480 SD

2 hours ago Netflix Evelyn

I see here that we do not have your playback settings set to Hd in your account so this is why it is not streaming in HD quality all the time, Click Here

2 hours ago You

i do

2 hours ago You

obviously

2 hours ago You

since it works on EVERY OTHER DEVICE

2 hours ago You

and it WORKED ON THE XBOX until a month ago

2 hours ago Netflix Evelyn

I understand that it does work on every other device for HD but eventhough those devices are getting that same connection your Playback settings in your account do have to be marked under HD,

2 hours ago You

i didn't understand what you said there

2 hours ago Netflix Evelyn

Alright not a problem I can help walk you through it here, if you can for me on your computer go into your account.

2 hours ago You

what?

2 hours ago You

do you want me to adjust some settings in my account?

2 hours ago You

playback settings?

2 hours ago Netflix Evelyn

Yes that is correct

2 hours ago Netflix Evelyn

It needs to be set to HD.

2 hours ago You

they are on "Auto"

2 hours ago You

ok i will set them to HD

2 hours ago Netflix Evelyn

Even though it is on Auto that does not set it to HD that means if you meet the required speed to connect to HD then it will connect on those devices hints it works on those other ones and not the Xbox.

2 hours ago You

really?

2 hours ago You

where did you hear that?

2 hours ago You

becuase it always worked on xbox before and it works fine on "auto" for Xbox connected with HDMI

2 hours ago You

and also on PS3

2 hours ago You

but anyway, I will play your game

2 hours ago You

ok i changed it to HD, and restarted my xbox

2 hours ago Netflix Evelyn

Yes indeed, here is a link to our internet speed Click Here

2 hours ago You

yes, I got that

2 hours ago You

that link is a bit out of date, many shows have 6 or more bit-rates

2 hours ago You

but it's a reasonable approximation, anyway

2 hours ago Netflix Evelyn

Awesome yes we do have to update some with our requirements as well, since 3d is coming out and all.

2 hours ago Netflix Evelyn

Let me know if when you resume the title does it play in HD.

2 hours ago You

ok let me try

2 hours ago Netflix Evelyn

Alrifght

2 hours ago Netflix Evelyn

Alright*

2 hours ago Netflix Evelyn

Also here is some more information on the HD Click Here

2 hours ago You

i don't need links you pull out of the knowledge base, thanks

2 hours ago You

i'm not sure if you understood earlier when I said that the xbox works fine in HD, with the same connection and hookups until last month

2 hours ago Netflix Evelyn

Not a problem.

2 hours ago You

furthermore, it STILL works same everything, if hooked up over HDMI

2 hours ago You

it is a problem specific to Xbox over component cables

2 hours ago You

since the November update

2 hours ago Netflix Evelyn

Yes I do understand what you are saying here since that last update and the change of the interface on Xbox it stopped playing in HD we just want to make sure we try all the steps we have to get this issue resolved I am also submitting this report as well.

2 hours ago Netflix Evelyn

I am not showing a lot of customers chatting in about this just yet But we take every issue to the Extreme and we want you to watch your Netflix in HD on all devices.

2 hours ago You

thanks

2 hours ago Netflix Evelyn

You are so welcome, when you tried the movie again did the HD click in?

2 hours ago You

ok it still seems be locked into 480SD

2 hours ago Netflix Evelyn

alright one moment here let it continue to play and let me know if it works I am going to do some more digging here on my end.

2 hours ago You

ok

2 hours ago Netflix Evelyn

THank you for your patience.

60 minutes ago You

still 480 HD

58 minutes ago Netflix Evelyn

SO is it still playing in 480 sd or HD?

58 minutes ago Netflix Evelyn

ANd on your Xbox are you using the HDMi cord or component?

55 minutes ago Netflix Evelyn

Just checking in with you to see if you are still there with me

54 minutes ago You

yup

54 minutes ago You

i am connecting with component

54 minutes ago You

this xbox only has component since it is gen 1

54 minutes ago You

i had another one, gen 2 with HDMI and it has the same issue over component

54 minutes ago You

but works fine over HDMI

54 minutes ago Netflix Evelyn

Ah okay and even before the update on that Xbox using components it allowed you to stream in HD?

54 minutes ago You

not at this house thogh

53 minutes ago You

yes, it worked before the November update

52 minutes ago Netflix Evelyn

Alright I see yes on the Xbox the cord needed to stream that device in HD is the HDMI cord the component cords actually will not work to allow the HD to be shown.

52 minutes ago You

that is not true

51 minutes ago You

component does HD fine, all games in HD over component

51 minutes ago You

other video streaming over component on the same xbox, no problem

51 minutes ago Netflix Evelyn

Now is it the red white and yellow cords?

51 minutes ago You

PS3 over component, no problem

51 minutes ago You

no

51 minutes ago You

component is red, green, blue (+ audio)

51 minutes ago You

red/white/yellow is composite

50 minutes ago You

xbox doesn't come with a composite connection (it is not capable of HD)

50 minutes ago Netflix Evelyn

Alright now on your Xbox, is the quality fuzzy?

50 minutes ago You

what do you mean by that?

50 minutes ago You

in general?

50 minutes ago You

in general it's fine

50 minutes ago You

on Netflix, it is DVD quality

49 minutes ago Netflix Evelyn

Okay I see so the quality is not in HD?

49 minutes ago You

Netflix itself reports the rate/quality it is streaming at

49 minutes ago Netflix Evelyn

Alright so have you reset your modem since the update on the xbox a month ago?

49 minutes ago You

yes i reset my modem

49 minutes ago You

it has nothing to do with the internet

49 minutes ago You

remeber, i tried this on 5 other devices on the exact same connection: NO PROBLEM

48 minutes ago You

remember also the exact same xbox streams at 720p over HDMI and only 480 SD over component, and only since NOvember

48 minutes ago Netflix Evelyn

I'm sure your Internet is great! We just need to reset your connection so that it properly hits your Xbox the way we need it to. It is kind of like changing your car oil - resetting your connection every so often is great for your home network

48 minutes ago You

on the xbox forums, many users report the exact same issue

48 minutes ago You

don't patronize me

47 minutes ago You

with car analogies

47 minutes ago You

i reset my model already 10 times yesterday

47 minutes ago You

and once today

47 minutes ago You

** modem

46 minutes ago Netflix Evelyn

I am not trying to patronize you just offer you the correct information. I appreciate you trying these steps here I am doing everything in my power to assist you and reaching out to my team.

46 minutes ago You

really?

46 minutes ago You

that seems hard to believe

46 minutes ago Netflix Evelyn

to do some more research here, so I appreciate your patience.

46 minutes ago You

i already told you that this issue is widely reported on xbox forums, since the update

45 minutes ago You

everyone has the same symptoms - no HD if you use component cables

45 minutes ago You

I only found those threads doing my own research because support is so useless

45 minutes ago You

telling you to reset your model

45 minutes ago You

turn off your TV

44 minutes ago Netflix Evelyn

Now since it is the first generation xbox do you have the modem connected via wifi or directly into the modem? Now I understand it is posted on these forums but we have not gotten any notification of this issue so that is why we are trying all the steps
possible to get this issue resolved I even submitted this issue to my engineer team to look into.

44 minutes ago You

see if you refrigerator is open, check your cable, turn off your wifi, check on your pets, reboot your xbox, unplug it from the wall, adjust some settings, and chant some voodoo etc

44 minutes ago You

yes it is connected directly to the modem

44 minutes ago Netflix Evelyn

Now I appreciate you taking out the time to try that research on your own here.

43 minutes ago You

well sure

43 minutes ago You

at some point there needs to be an escalation path where you say "well, I can't solve this, but there seems to be an issue, I'll need to file this with engineering who will take a look"

42 minutes ago You

here's one random thread, i just dug up:

42 minutes ago You

forums.xbox.com/.../4187212.aspx

42 minutes ago Netflix Evelyn

I am not too familiar with the XBox so I want to make sure that I do all the research here to make sure I give you all the correct information. My goal is to get you up in running in watching HD on that Xbox I do not want to give you any false answers.

41 minutes ago You

great

41 minutes ago You

i don't have a lot of hope that you'll fine a magic solution though, so my main hope is that you file this such that once 100 or 10,000 or whatever users report the same thing it will get fixed

39 minutes ago Netflix Evelyn

Alright now on your Xbox did you have a external program that you downloaded that will allow you to stream in HD before this update?

38 minutes ago Netflix Evelyn

I am asking this just because on the first generation xbox there are some programs that allows your playback quality on certain streaming applications to be improved by such apps.

38 minutes ago You

i had Netflix on my xbox

38 minutes ago You

only

37 minutes ago Netflix Evelyn

Yes I understand this, Now have you ever downloading any xternal applications on the Xbox or were there any applications that allowed your streaming playback to be improved on that xbox at all?

37 minutes ago You

no

37 minutes ago Netflix Evelyn

Okay one moment here.

35 minutes ago You

ok

34 minutes ago Netflix Evelyn

Alright SO I got some good news for you thank you for waiting I reached out to one of my supervisors who is like an expert on Xboxes. SO he did indeed confirm for me that those component cables are allowed to stream in HD.

33 minutes ago You

yes, I know

33 minutes ago Netflix Evelyn

Now I am reaching back out to my engineer team to see why after you reset your modem why it is not streaming in HD,

33 minutes ago You

great

32 minutes ago You

did you add the key facts of it happening since the NOvember update?

32 minutes ago You

and also that on the same Xbox it works over HDMI, but not component? those are key facts, I think

32 minutes ago Netflix Evelyn

Thank you so much we will get to the bottom of this together. Yes indeed since the new interface update.

32 minutes ago Netflix Evelyn

thank you for that.

32 minutes ago Netflix Evelyn



32 minutes ago You

thanks Evelyn

32 minutes ago Netflix Evelyn

You're welcome.

28 minutes ago Netflix Evelyn

Alright so my Engineer team is saying that on their end We are having some issues with the Bandwith on this update on the Xboxs and that we are wanting everyone who is having this issue to please reach out to their internet providers just to have them reset
the bandwitd connection ( the connection being distributed to all your devices) Just to see if this issue gets resolved I have my engineer teams looking at your account as one of these issues, So if you can on that forum as well share this news,

28 minutes ago You

why it would over HDMI?

27 minutes ago You

that doesn't make sense - it works over HDMI, swap the cables, then boom, locked at 480 SD

27 minutes ago Netflix Evelyn

Over HDMI that cord is made to automatically stream in HD. Now since it is happening with the components that use to stream before that update this is why it is on select few devices SO you were indeed correct about this issue I was able to get some clarification
on this so I do appreciate that from you.

26 minutes ago You

what

26 minutes ago Netflix Evelyn

Now when I reached out to my engineer team they did indeed say this was only happening on xboxs being connected via component cables not hdmi.

25 minutes ago You

HDMI can't "automatically stream HD", that is nosense

25 minutes ago You

HDMI behaves the same way, streaming at lower rates before buffering and playing HD

25 minutes ago You

the difference is gets up to HD

24 minutes ago You

so are you acknowledging that there is a problem with the new update wrt component cables - is there an ETA for getting it fixed?

23 minutes ago Netflix Evelyn

With an HDMI cord when you connect those cables to the device that supports HD it allows that connection of HD to be streamed. that is the difference between component cables and HDMI cables.

23 minutes ago Netflix Evelyn

We are aware that the quality is dropping on some devices. The Xbox is one of these. Netflix is working with ISPs to get the quality back to HD

23 minutes ago You

what do you mean working with the ISP

22 minutes ago You

how can it possibly be an ISP issue

22 minutes ago You

the difference only occurs when you SWITCH CABLES

22 minutes ago You

the bytes coming in from the ISP are identical in both cases

22 minutes ago You

there is no ISP issue, that is nonsense

22 minutes ago You

people are having this issue with 30 Mbps connections

21 minutes ago Netflix Evelyn

Our Engineer team is working with customers who are experiencing this same issue on Xboxs we are working with their INternet providers to get this issue resolved so we need our customers to reach out to their providers

21 minutes ago Netflix Evelyn

and ask them to do a reset on their home network. If the issue still continues to chat back with us to let us know this did not work or if it resolved the issue.

21 minutes ago You

are you reading what I wrote? I would like to hear from your engineer how it can be an ISP issue, when it is resolved by switching cables

21 minutes ago You

i did a reset

21 minutes ago You

it iddn't work

20 minutes ago You

it didn't work for ANYONE experiencing the issue, according to my internet search

20 minutes ago You

it has nothing to do with the ISP, that is a fact

18 minutes ago Netflix Evelyn

Now I understand you unplugged your modem plenty of times and that did not work

17 minutes ago You

i reset it also

17 minutes ago Netflix Evelyn

Now even though we set them this way contacting your Internet provider they are able to take additional steps to reset that connection then we are. Now if this is only happening through those component cables you may need to reach out to Microsoft to see
if it is an issue with the cables as well.

17 minutes ago Netflix Evelyn

Just to rule out all possiblities.

16 minutes ago You

ok so you claim that this issue, affecting multiple users is probably MIcrosoft's fault, or my ISP's fault, and not an issue with the Netflix application?

16 minutes ago You

just so we are clear

16 minutes ago Netflix Evelyn

Yes that is correct these are the 2 options we are having our customers to do who are experiencing this issue.

16 minutes ago You

and you further claim that something went wrong with my cables and/or modem the moment the Netflix application got a major update?

15 minutes ago You

and this amazing coincidence also happened with all the other customers experiencing the same issue?

15 minutes ago You

what should I tell microsoft when I contact them?

13 minutes ago Netflix Evelyn

I assure you the information I am giving you here is correct My goal is to steer you in the correct direction to getting this issue resolved if I had a button that will allow me to get this fixed I would, I know how frustrating this is to not be able to
stream in HD on this Xbox in over a month since this update, eventhough on this forum you got this information from we here at Netflix need to get these reports and have our customers try all the steps.

13 minutes ago You

That is not helpful

12 minutes ago You

just listen to my specific problem, and your solutions

12 minutes ago You

you want me to contact microsoft, right?

12 minutes ago You

What should I tell them, exactly?

10 minutes ago Netflix Evelyn

I need you to work with me to get this issue fixed all the steps I recommended you to try you are refusing the steps I am on your side here, before you even contact Microsoft. We need you to contact your Internet provider to have them reset your home network.
Now if you continue to have this issue and it only happens on these component cables

10 minutes ago You

sorry, I didn't refuse any steps

10 minutes ago You

i did all the steps

10 minutes ago Netflix Evelyn

that is when we need you to reach out to Microsoft to see if the cables being replace will help.

9 minutes ago You

i reset my modem

9 minutes ago You

i turned my xbox off for 30 seconds

9 minutes ago You

i logged out of my acocunt

9 minutes ago Netflix Evelyn

One of the steps I recommended was to have you contact your internet provider to have them reset your home network you refused to do this step and this is a vital step to complete in resolving this issue.

9 minutes ago You

i had them do that

9 minutes ago You

yesterdya

8 minutes ago You

i didn't refuse, I just said "already done"

8 minutes ago You

so what is the next step

7 minutes ago Netflix Evelyn

Alright so just so we are on the same page you did reach out to your ISP and have them perform a rest besides the times you did as well.

7 minutes ago You

yes

7 minutes ago You

they reset it from their end

7 minutes ago You

yesterday

7 minutes ago You

no difference

7 minutes ago You

of course it wouldn't make any difference either, because it works fine on every device and even on the same device with HDMI cables

5 minutes ago You

so now I should contact Microsoft, right?

5 minutes ago You

i have them on live chat now too

5 minutes ago You

what should I say?

5 minutes ago You

I've told them about the netflix problem with composite cables

5 minutes ago Netflix Evelyn

Yes indeed thank you for that clarification so the next step is to see if a replacement of those cables will work.

4 minutes ago You

they are confused why the cables could be at fault if every other connection works

4 minutes ago Netflix Evelyn

just to rule out Microsoft issue I will note that the reset through your ISP did not resolve this issue

4 minutes ago You

and othe rapplications

4 minutes ago You

wait a moment...

4 minutes ago Netflix Evelyn

ok

3 minutes ago You

actually he has pointed out at the cables aren't at fault since the bitrate is reported by the netflix app, i.e., the same thing woudl occur even with no cables

3 minutes ago You

they said they have several reports of the problem, but that Netflix is working on a fix

3 minutes ago You

do you have an update on the timing for the fix?

3 minutes ago Netflix Evelyn

Alright thank you for that information one moment here. so we got some new updates here.

2 minutes ago You

great!

2 minutes ago Netflix Evelyn

SO we do not have an estimated time on when it will be resolved but with this new information from Microsoft this can help with this research so I do greatly appreciate you taking the time out to reach out to these people.

2 minutes ago Netflix Evelyn



2 minutes ago You

thanks for your help Evelyn

2 minutes ago Netflix Evelyn

You're very welcome, Is there anything else I can assist you with today?

60 seconds ago You

but you were able to cofirm with engineering that they are working on a fix?

36 seconds ago Netflix Evelyn

Yes indeed that is correct we are working as fast as we can to get this resolved

11 seconds ago You

great, I hope that's true, not just trying to get rid of me, but I'll take the charitable interpretation for now

10 seconds ago You

goodnight

mine was,it just came back on like 2 minutes ago.