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You are now chatting with 'Ylaine'.
Ylaine: Hello, thank you for contacting Xbox Customer Support. My name is Ylaine. Please give me a moment to review your question.
Ylaine: Hi Gabriel!
Gabriel: hello
Gabriel: I tried downloading Fable 3
Ylaine: I hope that you're doing great today!
Gabriel: i do have a gold acccount
Ylaine: Oh, I'm sorry about that. No worries, I will definitely help you on this.
Ylaine: May I ask for the gamertag please?
Gabriel: balaesh
Ylaine: Thank you.
Ylaine: Gabe, I may need to verify the account. May I ask you to sign in using the email address associated to your gamertag on this link?
Gabriel: sure
Ylaine: Please click here
Ylaine: Kindly click on the link and sign in to the email address associated to the gamertag.
Gabriel: i clicked it
Gabriel: and it says Thank you for verifying your identity
Gabriel: and it gave me a code
Ylaine: Good! May I have the code please?
Gabriel: XXXXXXX
Ylaine: That's it.
Ylaine: Thank you.
Ylaine: Let me pull up the information here, Gabe.
Ylaine: Please hold for a bit.
Gabriel: ok
Ylaine: By the way, are you getting an error code when you tried downloading Fable 3?
Gabriel: I am not currently at home with my xbox
Gabriel: so i can't give you the exact code
Ylaine: Oh I see.
Gabriel: but i know it says that it is not available in my current region
Ylaine: Thank you for the information.,
Ylaine: I checked the account, and I see it here that the account is set to UK and you are currently in Romania.
Gabriel: indeed
Ylaine: Yes, that is why you are having a trouble in downloading the content because Fable 3 is region specific.
Gabriel: so basicly there should be another game available for the region i am currently in?
Gabriel: as Fable 3 is region locked?
Ylaine: What we need to do is to change the region of your account from UK to Romania so that you can download the content.
Gabriel: but as far as I know Romania does not have Ms support for Xbox Live
Gabriel: and I will not have access to all available features
Ylaine: Oh I see. I understand, probably changing the region is not possible since there is no Xbox Live Service in Romania.
Gabriel: my point exactly
Ylaine: The issue that we have here is a geofencing issue, Gabriel. That is why you cannot download the game since the game server is detecting a UK account while it detects the physical IP of your XBox console being in Romania.
Ylaine: Cases like this may require us to use a VPN for the router so that the IP on the router will be detected as being in UK as well
Ylaine: Do you happen to have access to a UK VPN, Gabriel?
Gabriel: no, I don't
Ylaine: Oh I see.
Gabriel: could you provide a VPN or a different solution?
Ylaine: Then what we need to to is to contact your ISP so that they can guide you on how to obtain a UK VPN.
Ylaine: Oh, I'm afraid that we have no access on that, Gabe, but for sure your ISP can definitely help you on that.
Gabriel: the ISP here does not offer such solutions
Gabriel: furthermore I don't find it a good solution
Gabriel: because as far as I am paying for my gold account features, I want to have acces to them
Ylaine: Gabriel, it's just a suggestion. It's up to you if you would consider it.
Ylaine: Because the main concern here is that your local ISP is not match with your Accounts IP with your physical location of your console.
Gabriel: ok. I understood this already and I thank you for your suggestion
Gabriel: but I kindly ask you to find another solution
Gabriel: could you, let's say, raise the fencing issue, for my account or something, so I could download the games I want to?
Ylaine: Gabe, have you already contacted your ISP about that? Because they might have that option.
Ylaine: Fable 3 is free for the region which has an Xbox Live services.
Gabriel: please consider that I could download Spartacus last night
Gabriel: also a free game
Gabriel: The ISP-s here have limited services. They just provide Internet access with no other extra services
Ylaine: Fable 3 is a high profile game and most high profile games needs the approval of the gaming board of your region. If you are in UK then you will be download the content with no issues at all because UK has Xbox LIve services.
Gabriel: ok
Gabriel: any idea when Romania will have Xbox Live services as well?
Gabriel: 'cause I will not move to UK too soon...unfortunately
Ylaine: Microsoft are trying to expand the service to all regions, we're still working on it.
Ylaine: Rest assured that if it will be available in Romania it will be posted in the website.
Ylaine: You watched Spartacus?
Gabriel: I was not reffering to the movie, but to the Game
Gabriel:
Gabriel: the movies are another service that is not available here, in Romania
Ylaine: Yes, I know.
Gabriel: but that is another story and I guess it is linked to the same Fencing issue
Gabriel: anyway
Ylaine: That is also possible, Gabriel that there are some contents which is not available on your Region.
Ylaine: I know how excited you are to download the game, but this geofencing issue is already out of our scope, and that is with your ISP already.
Gabriel: please consider that you have not solved my issue and I would like you to redirect me to a higher authority that could help me with solving this situation. I totally understand that you have limited action over people's issue and this is why I want to take my issue higher
Ylaine: I truly understand you, Gabe, I could say that the best person who can definitely help you is your ISP, they must be that option to obtain a UK VPN, but there must be an additional cost of that.
Gabriel: As I have stated earlier, the ISP here could not solve my problem and I am not willing to spend extra money to have access to something that I have already paid for
Gabriel: therefore, please point me to the right person, a higher supervisor or manager
Gabriel: please
Ylaine: Gabe, the main issue here is that the game server is the one disallowing the transaction to go through this is because of the incompatibility of the account's assigned region with that of your physical regoin.
Ylaine: Unfortunately, we do not have direct contol over the discretion of the game servers as transactions like this needs to go through them first.
Ylaine: That was why the best solution we have n this is a VPN option. As that option is not available, I'm afraid there is nothing more we can proceed with this.
Gabriel: I don't have much knowledge about server settings, but as far as I know it can be configured
Gabriel: therefore, as I said earlier, could you redirect me to a higher authority please?
Gabriel: Don't get me wrong, you did explain me all you could do, and for this I thank you very much
Gabriel: but I also understood that your actions are limited
Gabriel: that is why I want to get in touch with someone higher
Ylaine: Alright.
Ylaine: Gabe, I already asked my Manager and she'll be with you in a moment,
Ylaine: Please bear with us.
Gabriel: ok. thank you
Ylaine: You are most welcome, Gabriel.
(Manager) Andrea: Hi Gabriel, I am Ylaine's supervisor. I understand that you are unable to download Fable 3 because you are located in Romania.
Gabriel: indeed
(Manager) Andrea: XBOX Regions
(Manager) Andrea: At this time this is the only available regions supporting XBOX Live.
(Manager) Andrea: Your request will only be possible if Romania will be included on the official region supporting XBOX Live.
(Manager) Andrea: As much as possible we want you to download the game but the issue is the regions where you are currently at.
Gabriel: and there is nothing we can do to overcome the region limitation at this time? 'cause as I have told your collegue already, I will not return to UK too soon
Gabriel: but I also want to keep my Xbox Live subscription and also use all features..or at least the gaming part
(Manager) Andrea: The only way to overcome this is if XBOX Live becomes available in Romania.
(Manager) Andrea: Have you tried this game instead?
(Manager) Andrea: Spartan (spartacus the game, free on Xbox Live)
Gabriel: yes, I did. This one worked like a charm
(Manager) Andrea: So far this is the only game that is free that can be downloaded on other regions that doesn't support XBOX live.
Gabriel: Please keep in mind that while I started my account in UK, there is a great community of native romanians here, who want to access all the Xbox Live features, and can not
Gabriel: all of them are using different region accounts...
Gabriel: maybe you should do something about this
(Manager) Andrea: Launching XBOX Live to a certain region requires hiring support including center that will be supporting users on that specific region. I will be submitting a request to our head office to look into this.
Gabriel: I would highly appreciate your support, and please be aware that I will not be the only one happy about this
Gabriel: you do have a Microsoft headquarters here in Romania, so it should not be too hard to nail it
(Manager) Andrea: Thank you Gabriel. I am sorry that you'll have to go through this but I will be forwarding this request personally.
Gabriel: another proposition that you could make, until the Xbox Live services become available in Romania is to realease Free region games
Gabriel: so, me and others will not have the Region Fencing issue anymore
(Manager) Andrea: That also depends on the country Gabriel. If your country decides to prevent a specific content we won't be able to release it on that region. But I will be including that on the request that I will be forwarding.
(Manager) Andrea: You can also go to this site.
Xbox Live's Major Nelson � Blog :
(Manager) Andrea: That is an official website where updates are released for regions that will be included and changes on the XBOX Live services.
(Manager) Andrea: You can also follow Major Nelson's twitter account to give feedbacks and recieve replies from our XBOX Live Services Developers.
Gabriel: great
Gabriel: thank you very much for all your answers
(Manager) Andrea: Your welcome.
(Manager) Andrea: Is there anything else Gabriel?
Gabriel: and I will look forward towards Xbox Live services here as well
Gabriel:
Gabriel: this is all
Gabriel: thank you very much for your time!
(Manager) Andrea: Take Care!
Gabriel: you too
(Manager) Andrea: I will. Goodbye.
Gabriel: Goodbye
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