Terrible Situation..

Wife bought an Xbox via Best Buy but had to setup a 2 year subscription. She did all this, May comes along, that's when the perfect storm hit, at the same time her credit card expired and her email address changed as I upgrade us from Comcast residential
to Comcast business. May hits we get flagged that Xbox has to connect to xbox live every so often .. so first off the xbox is online 24/7 unless its in the off position. My wife calls xbox explains the entire situation to them, she is told she needs to setup
a whole new account (she is pretty ticked over this as she lost everything her account now had) She purchases at that same time a 12 month subscription because she doesn't want to be out of compliance with her contract, all at the direction of a Microsoft
rep. Last week the Xbox stops working I contact them through their chat app, and I am told I need to see Best Buy, I got to Best buy who tells me its a Microsoft issue. So what's the status Im taking the Xbox back to Best Buy, because even with all the billing
updated and Microsoft has reactivated her old account.. nothing still works... and the best part she is going to be billed monthly until November, for her contract and.. is out the money she spent on the subscription from now until November. What could possible
make this better.. Microsoft Rep cannot do anything for us, in fact they suggest she try to sell her subscription.. are you kidding me. To make matters even better, they tell me according to their records no conversations took place between them and my wife,
and the conversation I had with their rep 2 days ago online never took place because their system didn't log it..

If I provided this type of customer server I would be out a job. I have been a loyal Microsoft customer now since 1995, and this is how they treat their customers. Amazing.

:)

 

Cant receive messages on xbox live

I am in the exact same situation as you. Xbox support have no solution either not even their support people can offer troubleshooting advice. Terrible really for a multi-million dollar company.

 

Awakened DLC *Spoilers*

^^ Not to sound rude but that would be terrible! A female lead is already a tricky situation but adding those other characters as co-op partners would definitely be a bad idea.

 

Not much that can be done on the forums, I would suggest calling again, do not ask for a supervisor, work with the agent that answers the phone, and at the end of the call, whatever happens, ask for your Service request number for your records. I am sorry
you go this kind of CX service, but I can assure you it's not always like this.

 

How exactly did your xbox stop working?

 

Rafael, the first thing we need to know, is if there is a problem with the xbox itself, or if this is account related. The account they are posting with shows as a gold member, so that should not be the problem. I realize you are trying to help, but there
very well could be something that can be done on this forum, with a little bit more information.

 

If its an IEB there will be nothing to do on the forum, you can try all you want but you'll be wasting both your times. But by all means, maybe I don't know what I'm talking about. And I don't mean to sound like a smart*** and I am sorry if I do, I also
want to help people.

 

The OP says "Last week the xbox stops working", they did not say LIVE stops working. It could be a simple, or not so simple, problem with the console itself. It might be as simple as restarting a router, or something that makes it so that the console is
in need of repair. All I am saying, is we need a bit more info before we can make a responsible reply.

 

You're absolutely correct, more information is required, we don't even know what error messages, if any, he is receiving.

 

I'll post more info as more is made available to me, I have spent numerous hours now at best buy with Microsoft on the phone as I was tired of the buck being passed back and forth. Needless to say at this point there are some huge flaws.

 

Candice, if you could just tell us how your xbox is not working, (not connecting, not playing games, not turning on, etc), we might be able to help you work this out. There are many helpful ambassadors on this forum who have an incredible amount of knowledge
to share. Our official support people are some of the best anywhere as well.

 

Why exactly did she start a new account? I am not clear on this. Was there a reason why she couldn't just update her billing info and change the email address to the new one?

 

Ok.. so a tad more info as I waited for the phone call that never came.

First off why am I posting here? I'm posting here so that others who encounter this same situation will have some sort of reference. So lets see if I can answer some of the questions answer above.

The first question.. - Why did she start a new account and not just update her billing?

Answer - She did what she was instructed to do. Period. She called into to Microsoft, explained the situation and most likely got a rookie tech, who walked her through the process.

The second question .. - How is your Xbox not working?

Answer - When she Bought the X box roughly 18 months she got a deal on it but on the contract she had to keep a X box live account for 2 years. Apparently this Contract style account is different from the typical subscription.

Where are we at now... Pretty simple Back in May when this issue first showed itself you can login to the Xbox with any profile, but the system pops up a screen saying you need to review the contract and you have this many minutes (xx) remaining... When
this message first appeared is when all this started, she called Xbox support they talked her through setting up the new account/subscription and the message went away everybody is playing the Xbox and the world is a happy place...

Present day... The message came back.. after a grueling day my last day off of a great holiday weekend I spent the day with Microsoft support and Best Buy support both passing the buck back and forth as to whose billing system is broken. I ended the day
sitting in Best Buy on the phone with Microsoft... each team trying to figure the situation out.. and neither team being able to successfully update anything. My Xbox is now the worlds most expensive in home advertisement box. I left Best Buy as instructed
by the Microsoft tech who is trying to help me the best the system will let him, who was going to give me 45 mins to get home and plug it back in where he was going to call me back and we were going to continue this game.... to which I wasn't called back,
because the phone number I gave him vanished off his system (per the email he sent me) and I have replied with the phone number again... so that in his words he can call me back and the next available time slot.

So what do we have... We have an account that is functioning..

We have an Xbox that fires up allows to download profiles but doesn't allow you to do anything else because its convinced there is no valid account, however Microsoft Support and Best Buy both agree that there is.... to be continued.

 

the only Thing i could find about something xboxy + a 2year contract would be

www.xbox.com/.../xbox-live-contract-terms

so as i understand it, you would have to stick with your first account under any circumstances as there seems to be a different Kind of subscription running that a) enables to use xbox live Gold and b) is used to determine the current Status of your 2year
contract.

as your wife created a new account, this wont have used your best-buy requried subscription Information i guess, which now results in the strange message on your xbox.

you would have to find the correct gamertag again, then xbox Support should be able to see how to correctly re-enable this.

 

Prideloss - this has all been corrected and agreed upon between Best Buy and Microsoft (the original account information)... they just cant get passed that timed out screen... everything has been cleared.. the xbox has been unplugged and plugged back in
per the Microsoft support folks, lol Geek Squad attempted to format the hard drive.. which the Xbox went into H.A.L. mode and denied them the ability to do that..

To be honest what seems to be the issue is because things changed the system cannot be updated, it almost seems like if you enter into one of these type agreements that..

1. Ensure you don't change anything for the next two years period.