useless support chat transcript

I would rant about how useless support is but I will just post the transcript to make it easier. Also, they tried to be sneaky and remove the 'email me the chat transcript button' so I had to copy and paste it so it looks a bit messy. I would appreciate
help from anyone that isn't unrelated, generic, useless copied and pasted troubleshooting instructions. thanks.
Hi, thanks for visiting Xbox Support! I'm Janice V.
3:30 am

Janice V
Hi there. Pleased to meet you and a good day to you.
3:30 am

Janice V
How can I be of assistance today?
3:30 am

Me
hello, my xbox isn't picking up my voice when i speak into my headset. my mic isn't broken because it still works on my pc and my jack isn't broken because i can still hear people through my headset
3:31 am

Janice V
Oh. I'm sorry about that. No worries you have me here now let's work together so we can sort things out.
3:31 am

Janice V
To begin, may I have your Gamer tag and Xbox Live email to make sure that I am working on the right account?
3:31 am

Me
redraptor987 and the associated email is **********************
3:32 am

Me
it doesnt work on xbox app either
3:33 am

Janice V
Thank you so much for that information. Let me just pull up the account. Please hold on for a moment.
3:34 am

Janice V
Thanks for waiting, *****. Just to make sure, you are using an Xbox one console. Right?
3:35 am

Me
yes. i think it works in the app actually im not sure. it is flashing red
3:35 am

Janice V
Alright. So here's our plan now let's try some troubleshooting steps on your console that might fixed the issue. Are you cool with that?
3:37 am

Me
ok
3:37 am

Janice V
Alright cool! First let's reset your console :>

1. Scroll left on the Home screen to open the guide.
2. Select Settings.
3. Select All Settings.
4. Select System.
5. Select Console info & updates.
6. Select Reset console.
   
   Then Reset and keep my games & apps.

3:39 am

Janice V
Please let me know once you're done with the steps.
3:39 am

Me
i dont want to lose all my settings
3:39 am

Me
do i have to redownload my accounts and everything
3:40 am

Janice V
Nope. Don't worry though.
3:40 am

Me
it says i will lose everything apart from my games
3:40 am

Janice V
May I have the error message that you are getting?
3:42 am

Me
great now i have to reset eveything
3:43 am

Janice V
Please choose the Reset and keep my games & apps option so your game wont delete on your console/
3:44 am

Me
i did
3:46 am

Me
now i have to reset everything
3:46 am

Janice V
No worries you don't have to download the games again, you just need to sign in the account.
3:47 am

Me
i accidentally clicked slow start up, how do i change it
3:49 am

Janice V
Please restart your console again :> Press the xbox on button for 5-10 seconds after that it will turn off then disconnect all the cables as well the power source. Wait for 2-3 minutes, then plug it back and turn on again. Thank you
3:49 am

Me
i clicked view details and customise on my language settings and it comes up with weird letters from a different language! what have you made me do!
3:52 am

Janice V
Now, please set up the language on your console, Sir.
3:53 am

Me
i did i clicked english and the letters are glitching
3:53 am

Janice V
Have you tried to restart your console again?
3:54 am

Me
i turned it off
3:56 am

Janice V
Alright. I really appreciate your patience with me.
3:56 am

Janice V
Any update for me?
4:02 am

Me
i just did everything you asked and still nothing
4:03 am

Me
and i tried on multiple accounts
4:03 am

Janice V
Alright. Do you have any other headset at home that we can try on your console?
4:05 am

Me
no
4:06 am

Janice V
How about a different controller?
4:08 am

Me
no
4:09 am

Janice V
Is there a way that we can borrow someone's headset or controller?
4:09 am

Me
NO
4:10 am

Janice V
Alright. In this case, I'm afraid that the headset itself has really the issue, ******. Since we were able to restore the console to factory defaults and the same still persist, there's a big possibility that the headset has the issue.
4:14 am

Me
I already told you that the headset works fine on the computer, it doesn't work on the xbox
4:15 am

Me
sorry, my mistake. the MIC doesn't work. the headset works fine
4:15 am

Me
which means the jack works too and there's nothing wrong with the controller either
4:16 am

Janice V
If I may just ask, does the MIC works fine on your PC?
4:16 am

Me
yes, I already told you that
4:16 am

Janice V
Does the headset that you are using comes with your console?
4:17 am

Me
no, it is a turtle beach headset
4:18 am

Janice V
Okay. If you would like, we can try to change the privacy and online safety settings of your account. Please go to settings >> all settings >> privacy and online safety settings >> adult accounts >> view details and customize >> please enable all of your
settings.
4:19 am

Me
HOW STUPID DO YOU THINK I AM. You think I'm gonna come on here on xbox support without checking that first? Jesus Christ
4:20 am

Janice V
I highly understand on where you're coming from, *****. I am just suggesting a different steps that can fix the issue. May I know what console are you using? Wired or wireless?
4:22 am

Me
wireless
4:22 am

Janice V
Thanks for clarifying it to me. Is there a way that we can try a wired connection on your console?
4:24 am

Me
no
4:25 am

Janice V
Okay. In this case, we need to try a different headset on your console for us to know if the console or the headset causes the issue.
4:26 am

Me
THE HEADSET IS NOT CAUSING IT I TOLD YOU IT WORKS ON MY PC
4:27 am

Janice V
I understand you here, ******. There are some headset that works on the PC but not on the console and there are some headset which is not compatible to use on the console.
4:30 am

Me
you're clever aren't you?. this headset is a TURTLE BEACH GAMING HEADSET
4:31 am

Me
compatible with 3.5m jacks. the headset is not the problem. even when i unplug the mic and plug the mic directly to the controller it still doesn't work
4:31 am

Janice V
I understand on where you're coming from, ******. If I may ask, does the headset works fine before on your console?
4:32 am

Me
Yes, its the same headset
4:32 am

Me
and by the way, how do I email this chat transcript to my email, there used to be a button for it but it is not there anymore
4:34 am

Janice V
Alright. Would it be okay if we check the NAT type of your connection?
4:35 am

Me
yes, my NAT is open
4:35 am

Me
and I asked how do you email the chat transcript
4:36 am

Janice V
Here you go :>

To print this chat session please click the icon above the chat window:
4:37 am

Me
but that icon isn't there...
4:37 am

Janice V
If you would like I will manually send you our chat transcript on your email.
4:37 am

Me
it says your name, and then end chat on the right
4:37 am

Janice V
Anyway, can you please try this steps :> Go to Settings > Network > Advanced Settings > Alternate MAC > Clear > Restart
4:37 am

Me
does it appear only after the chat ends?
4:37 am

Janice V
Let me now send you the copy of our chat transacript/
4:38 am

Me
ok i just did that
4:38 am

Janice V
Okay great! Please let me know once the console is up.
4:39 am

Me
it is on
4:40 am

Me
still not working...
4:40 am

Janice V
Now. Let's try to disable all of your privacy and online safety settings >> restart the console and enable the settings again. So we can refresh the settings of your account.
4:44 am

Me
ok i just did
4:45 am

Me
still not working. Are you going to suggest something useful or are you just going to look through your useless little list of troubleshooting steps to do until Christmas?
4:47 am

Janice V
Alright. In this case, our last option now is to do a port forwarding on your router, ******. If the issue still persist after doing this steps, I'm afraid that the issue is with the console or the headset. And it would be best if we try a different headset
on your controller.
4:53 am

Me
I already did port forwarding and I told you that MY HEADSET IS NOT THE PROBLEM. And I don't have 10 million headsets lying around for testing. Nor will I buy another, and nor will I be going round asking to borrow headsets from people just because some
robotic call centre worker was instructed to tell me to do so on a troubleshooting list. You should be more professional to suggest things like this,
4:55 am

Me
*than to suggest things like this
4:55 am

Janice V
Okay. I got your point, *****. If you would like we can send your console for a repair. Good thing here is that, if your console is still covered by the warranty the repair order will be free of charge.
4:57 am

Me
Sending my console for a repair because my mic won't work? Do you understand how software works? My headset works! my mic is not picking up my voice on the xbox, which means you must have a networking problem. A lot of people were complaining about xbox
being down, so either tell me something useful to do, or admit your problem and fix the issue
4:59 am

Me
the xbox app is messed up too
5:00 am

Janice V
Alright. Let me explain it to you, in cases like this we offer a troubleshooting steps on your console. If we exhausted all of the possible troubleshooting steps and the issue still persist, we highly suggest to try a different headset or controller. I
admit this is really a tough case and I find this very challenging. Yes you are right, there might be a problem with our Server but don't worry though, I already reported this issue and we are now working to fix the issue as quickly as possible. I highly apologize
for the inconvenience this may have caused you.
5:03 am

Me
a tough case? I just got an error in the party saying service may be down. this is ridiculous and is a waste of time. If this issue isn't resolved tomorrow then I am posting this chat transcript on the forums to show how incompetent and foolish staff are,
especially when you don't understand how 3.5mm jacks work. Goodbye and have a good day
5:06 am

System
Chat has ended.

:)

 

Xbox 360 Steering Wheel Retrofit

Sorry to hear it. Call phone support and quote them the original reference number from your chats so they can see the transcript from their end.

 

Lost all unlocked CaC slots, some gold camos, unlock tokens, still at 5th Prestige Level 48.

The chat transcript was from tonight, BTW.

 

Hey there,

I would start with a few question regarding your issue.

Which Kind of Controller you are using? Elite or Standard?

Do you use the Microsoft Chat Adapter or is it directly pluggeg into your Controller?

Could you please chek if your Controller is upto date? (Settings->All Settings->Kinect & Accessories-> Devices and Accessories->Select your Controller)

Are you mabye a part of the Preview Programm?

And could you please check if it works with a cable attached? You may have somewhere a standard mini USB to USB cable laying around. Just to check.

Thanks in advance.

-lg 2Bad4You

 

Hi thanks for the reply. It is a standard controller with a 3.5mm jack, not an adapter. It is up to date.And no, I don't have mini USB to USB. This is why I hate support though, they expect you to have all these things lying around like some engineer to
test things. Using logic, I doubt the controller is the issue because the headset works fine. Support doesn't use logic, they religiously follow their troubleshooting guidebooks.

 

and yes, I am part of the preview program. is this a known issue?

 

Hey again,

No Smartphone data or a loading cable that can be detached from the power source?

And please post this link also in the Preview Programm Forum as you are Preview Member:

forums.xbox.com/.../default.aspx

It may could be related to this.

-lg 2Bad4You

 

Well I don't know if it is related to the preview program. Let me go and look for one

 

No I don't have a detachable mini USB. Look, I highly doubt this is the issue. Can you improvise a little or think of logical answers for this. Sorry to say, but the troubleshooting steps that you are getting your info from are usually useless and are mostly
there to fob people off.

 

Im Sorry to hear that and understand your Frustration. But please keep in mind that i´m not associated with Microsoft / Support Team in any way and just trying out some steps that have helped others before based from my personal experience.

I would assume that you should post your issue over in the Preview Forum aswell, even if we dont know if its directly associated with this.

For everything else i would please you to just wait a bit until one of the Xbox Support Team hops into the Conversation.

-lg 2Bad4You

 

Hi redraptor987,

Sorry you're having issues with your headset. First question (sorry if I missed this above), but has this ever worked? To add to what 2Bad4You said, you did confirm that your headset mic works with your PC? If so then can you please post the model of Turtle
Beach headset you purchased? Not all headsets that work with PC work with the Xbox One, and it depends on how the pin is wired. You'll likely hear sound with both pin types of headsets, but the mic will or will not work depending on the type.

Sorry if I missed this in the thread, but if you start a party by yourself and talk into the mic does the circle around your gamer pic light up? If it doesn't then the Xbox 100% isn't receiving the voice chat from your headset.

Now, depending on if this ever worked, the model of the Turtle Beach headset, and if it does or does not light up, then with your factory reset and setting correct permissions on your profile there are not too many more settings on the Xbox to change. Which
would leave either an issue with the console, or an issue with the controller. The likely scenario would be something with the headset be it pin or something else. If you're 100% confident the headset is made for Xbox One, it's a working headset, you've checked
your privacy settings, and you've factory reset it's likely a bad controller or console. Console would be the last thing I would think would be wrong however.

 

2bad4u, I didn't mean you, I just meant that the troubleshooting steps you provided me were the same as the ones useless xbox support use. And Hydro Skillet, yes it works fine with my PC, but not on the xbox one. And of course it works with the xbox one.
any 3.5mm jack mic will work. Did you read the chat transcript? I explained this to the support worker. I'm trying not to come across as rude but you need to assume that people who have half a brain would know whethere they bought a compatible mic. Did you
think I would come here on the forum moaning without checking everything first? And anyway, I have used this same headset many times before. The model is the Turtle Beach Recon x50 and I can't understand what the problem could be. It can't be with the controller
because the headset still works and it can't be with the headset because it works when I record sound on my PC. If it is a problem with the console, I don't understand what the problem could possibly be. This must be some sort of network issue on Microsoft's
end but they never admit anything.

 

And I've just tested it on the xbox app and it works fine. It's just on the console

 

HI redraptor987. Not all 3.5 headsets work with Xbox one. Depending on the pinout you may have issues with that chat function of the headset. At any rate that is a model that works with the Xbox One, I was just double checking. If the mic works on other
devices like you said, the headset is probably 100% okay.

Now that said, it could still be the controller. The headset jack must make contact with multiple points on the pinout. If for whatever reason it's not connecting to the mic portion of the pinout, or there is a faulty wire from the 3.5mm jack to the Xbox
then it could be your controller.

If you've determined that it's not your controller and you've followed all the

steps here I would recommend getting your console repaired following
this link.

 

It can't be an issue with the controller because like I said the headset works fine. I'm not an expert on electric but in layman's terms, the info would pass from the controller into the headset, then from the headset into the mic, because the mic can be
detached from the rest of the headset. there is no problem with the connection of the mic into the headset and it all works on PC. And my one year warranty is over so I can't get it repaired for free and I am not paying money to greedy Microsoft to send it
in for repair when there most likely is not a problem with the console. there is nothing about the console that could break in a way that stops the mic working. that doesn't make sense. I don't have any other problems.