Very rude ambassador! Halo 5 disappeared from games list!

Hi,

First of all, my problem is that Halo 5 has completely disappeared from my games list.

At first it gave my the error message about not being connected to Xbox Live, and to make sure my subscribtion was up to date, which it is. Then I uninstalled it based on a suggestion on these forums I believe, but it never re-appeared in my ready to install
list.

After that I went to talk the ambassador live chat and, got an extremely rude and unhelpful response;



No explanation how to make it re-appear or anything, just that one line of text and then he/she closed the chat room. Appalling behaviour. I never even got a chance to ask how to do it, or anything.

I have had Halo 5 since I have owned the console, because it had been pre-installed, but hadn't really played it for a long time, so I'm not entirely sure how long this error message has been about.

Any help would be appreciated, seeing as the ambassador did no such thing.

:)

 

Halo 5 Bonus Armor

I received a code for Halo 5 Teishen Raikou armor and the message disappeared from my messages list. Is there a way to get the code back?

 

I AM FED UP

Unfortunately there's very little screening to become an ambassador. If you see one being rude just report the post and they could be removed from the program for it.

 

Update on my situation.

Spoke to a very helpful person, Harvey, on the proper support chat, and he has escalated my problem forward. Absolutely fantastic customer service from his part.

 

Glad to hear the issue got escalated for you and I apologise for the message you got. I will forward your post to the ambassador team so they can investigate the chat you had. I take it the chat was today? If not be sure to post the date and time you
had the chat with the individual.

In the meantime, try heading over to the store on the console (or even on xbox.com) and searching for the game. See if you can install it from there.

 

Thanks for your response and for the apology, even though it isn't your fault by any means.

The chat was today (sunday), around the times shown in my screen capture.

I have done as you suggested and the only thing I can find is the purchase option, although in the game hub it has the launch option, that also just takes me to the store page. Harvey from the other chat I had went through both mine and my wife's accounts
and couldn't find a trace of the game. He could see I had accessed it earlier on sunday, but it has literally vanished, after uninstalling it (its not in my games list, not in the ready to install list, nowhere), even though it was on the console from the
start, bought in a bundle with Forza 6 included as well. I hadn't ever even uninstalled before sunday. So I have no idea what has happened.

 

Thanks for the update. I have sent off a link to this thread so all the info you have given is great. I'm glad they have escalated the issue for you on support's side. Hopefully they can get that fixed for you.

Can you try one more thing for me? Do a factory reset on the console to see if the game shows on your list again. Don't worry about losing your content. Game saves are stored on the cloud and there is an option to keep games and apps installed on the
console so you don't have to redownload them.

Hopefully that will help it show for you.

 

Hi again,

I haven't heard anything new, but thanks for the suggestion. I shall try it tomorrow at some point. Let's see, if that works out. Good to know I don't have to go and re-download everything, sounds like a right pain

I will let you know at some point tomorrow (hopefully), if doing that will solve the issue or not.

 

I have performed a reset now, but that didn't resolve the issue. Game is still not showing up anywhere.

 

Alright. For the time being you'll need to wait to hear back from support about the issue. Sorry we couldn't help further here.

 

That's ok. I appreciate you trying to help nonetheless. It's just a bit weird that a game that came with the console has completely disappeared. Nothing on the console itself, except the progress I had in the game, but other than that, nothing. Also Xbox
app isn't showing it, nor is Xbox website under my profile. It's really bizarre.

I will keep you posted for further developments, so that if anyone else happens to run into this problem, they might find it useful.

 

Thanks. I appreciate that.

 

After a long while, I thought I'd update the situation.

Still no Halo 5, well, technically I managed to install and download it, but when I try to launch the game it I get the "Do you own this game or app?" error message. I believe the error code is/was 0x803f8001.

Pressing the go to store, or whatever it says, button takes me to the store page, but it also has "Play" button there, which, when pressed just takes me back to the previously mentioned error.

Long story short.

At first I waited for quite some time, but heard nothing back. Then basically forgot all about it, to be honest. I had other games to play etc. and it just slipped my mind. Reason why I re-remembered is the ongoing Halo sale, and like said I managed to download
the game just fine through the store page. Oddly enough, even though it's been installed (all 97ish gigs of it) it's still not even showing up on my games list.