My xbox stopped connecting to the xbox live service and I assumed it was a window 8 “feature” that caused a temporary glitch and let it slide for a while figuring that it would “all get sorted out”.

It didn’t and I decided to use the chat support because it usually amuses me.

Basically what happened was that they suspended my account because my credit card (that they have been charging for 5 years) was declined as it was expired. Because my account was suspended I was unable to update my payment information.

Makes perfect sense.

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You are now chatting with ‘Kloe’.

Kloe: Thank you for contacting Xbox Customer Support. My name is Kloe and I will be assisting you today.

Kloe:

Matt: Hello.

Kloe: Hi there Matt.

Kloe: If I got you correctly, you are having issues on your browser.

Kloe: What are you tyring to do Matt?

Matt: I’m having trouble with my account.

Matt: My xbox 360 will not connect to xbox live. When I try to manage my account through the web browser there is an error.

Kloe: In order for me to resolve your issue you’ll need to sign in with the Windows Live ID that is associated with your gamertag. If you need help finding the right Windows Live ID let me know.

To sign in, go here .

Matt: okay I did.

Kloe: Thank you.

Matt: and… now how do we proceed?

Matt: (this chat needs timestamps, there are minutes between each reply)

Kloe: Is this the first time that you connect with this console?

Matt: No – I’ve had an account for many years now.

Kloe: I am assisting 2 customers at the same time so I am sorry for the delay.

Kloe: Okay. Let me check.

Kloe: Do you see an error code?

Matt: The most important problem at the moment is that when I click on “manage my account” I get an “Oops you’ve found a glitch”

Matt: It appears you’ve found a glitch in the system. date: 11/2/2012 11:04:41 AM code: 3C1CB129880F613 s: j3mBbYDEbEJ2K5hYNXfVcQ== id: e464d536-76d9-4645-bfb8-a4e8f6410728 req: ee9990b7-ff09-4421-9b57-a8b8aaf9c02f

Kloe: Can we try to clear cache Matt.

Matt: Of my browser? We could but I have tried three different browsers on two different operating systems.

Kloe: Have you tried it on the console?

Matt: Yes I have tried it on the console three times a day for the last 5 days

Matt: I have no reason to believe the console will give me any better results than the web site.

Kloe: Sometime it does Matt. But let me review it further hold on.

Matt: Do you have some information about some change taking place in the last hour?

Matt: Something that’s different than the last 5 days?

Matt: In regard to clearing my cache… I tried with another fresh browser, with no cache of anything, and got the same result.

Matt: date: 11/2/2012 11:08:33 AM code: 17B0649F169E41 s: KWkVUQPSBfnux2Vlh2dhTw== id: 56d22e2f-950b-403b-88d1-b3410e68e5b7 req: 48ef9def-2cc5-4103-960e-350d02e211b3

Kloe: So can we try it on the console?

Kloe: Can we try this link Matt.

Kloe: click here

Kloe: can we try to clear cache on the console as well.

Matt: Interesting, the console now has a message saying that I need to update my payment information.

Matt: Why would that not show up on the website?

Kloe: I have a check the problem already Matt.

Kloe: I am seeing that there is an issue with your account, it was suspended that is why there is an error.

Kloe: Your subscription fee was autorenewed on 9/4/12 and it has been declined several times that is the reason why it got suspended.

Kloe: You check your account on this link.

Kloe: click here (* matt: this was a link to account.live.com)

Matt: I did not get any message that my autorenewal was declined.

Kloe: I’m sorry about that Matt but normally you will be notified for that.

Matt: Well it seems that this live site does work.

Kloe: That’s great.

Matt: Interesting that the solution for bad payment information is to make the xbox live website not allow you to update your payment information.

Matt: 😉

Kloe: Well that error means that the payment method needs to be updated so that you can continue your subscription.

Matt: Okay, after entering in my credit card information I get the following:

Matt: error Our system is temporary unavailable due to technical reasons.

Matt: “Please try again later. If the problem persists, please contact customer support. ”

Kloe: If you want I can update the payment method for you.

Kloe: Which card will you be using Matt?

Kloe: We do have your Visa and Amex on file.

Matt: I tried to remove my expired Amex

Kloe: Okay.

Matt: I would like to use the remaining amex.

Kloe: The one that ends with xxxx?

Matt: That is correct

Kloe: Okay. Let me try it.

Kloe: Alright Matt. I have updated the payment method on file.

Matt: Great – it seems I am all set.

Kloe: Let me try to remove the violation. Hold on.

Kloe: Everything working perfectly now Matt. You may double check now.

Matt: Which link am I supposed to use to manage my xbox live account payment information?

Matt: account.live.com ?

Kloe: Just go to my account and go to the account billing information.

Kloe: Just sign in to xbox.com

Kloe: And go to my account.

Matt: Okay… but that won’t work if my credit card has expired

Kloe: Yes. It won’t.

Matt: Cryptic…

Kloe: Would you like me to remove the other credit card on file?

Matt: I should be able to.

Kloe: What do mean it won’t work/

Matt: I could not use the link on xbox.com to manage my account.

Matt: Obstensibly because my credit card had expired.

Kloe: We’ll it is because there was still a suspension.

Kloe: It is best that you contact us to resolve this right away.

Matt: I understand.

Kloe: It is not suppose to happen there is just an issue right now, but it will be resolved once you contact customer support.

Kloe: have you checked your connection already?

Matt: My xbox is now functioning.

Kloe: Great!

Kloe: Sorry for the inconvenience you experienced a while ago.

Matt: No damage done. Thanks for your help.

Kloe: You’re welcome.

Kloe: Would there be anything else that I can assist you with today?

Matt: Not at all. You’ve been most helpful.

Kloe: Thank you.

Kloe: Welcome back to Live!