1. mihnat's Avatar
    Hello! I just upgraded my personal phone last week to a Nokia Lumia Icon and my work phone (that requires Android) to a Galaxy Note. I changed over the Xbox music on both phones but had battery problems with my Icon (see Icon forum) and had to have it replaced. When I went to add the replaced Icon to Xbox music, it won't allow me as it says that only 2 devices may be changed per month, and I added the first (buggy) Icon and the Galaxy. I went on to Xbox music support, chatted with a rep and they said they couldn't do anything but to call the Xbox music phone number. I called and she too said that she couldnt do anything to add the replaced phone, nor could any of her superiors. I totally understand their policy but in this unique case I just want to replace the buggy phone I sent back with the new Icon on Xbox music devices. I would like to write Xbox a note in this regard to see if they could see it in their circuits to take pity and replace the phone so that I can listen and download songs, but I dont know who to contact. Could anyone help in this regard? Thanks so much! Mike*
    04-19-2014 08:09 PM
  2. snowmutt's Avatar
    I have had a dozen go-arounds with XBOX Music reps. It ain't an easy path to travel.

    Personally, I think the "2 device" switch a month thing is harsh, simply because you are not alone in your type of situation. This is nothing unique, and multiple phone exchanges are a fact of life in this day and age.

    I can not find an actual address for XBOX Music concerns. Seems that MS makes it known chats are it. Followed by calls, more calls, and so forth. How soon can you add your new Icon? Is it a matter of weeks, or a 30-day cooling off thing?
    mihnat likes this.
    04-20-2014 12:15 AM
  3. mihnat's Avatar
    I have had a dozen go-arounds with XBOX Music reps. It ain't an easy path to travel.

    Personally, I think the "2 device" switch a month thing is harsh, simply because you are not alone in your type of situation. This is nothing unique, and multiple phone exchanges are a fact of life in this day and age.

    I can not find an actual address for XBOX Music concerns. Seems that MS makes it known chats are it. Followed by calls, more calls, and so forth. How soon can you add your new Icon? Is it a matter of weeks, or a 30-day cooling off thing?
    Both phones were added to Xbox music 4-17-14 so I am assuming I am hosed until 5-17-14 - I wonder if VZW will let me have the battery hog back to play my tunes until I get ungrounded from my tunes!
    04-20-2014 10:00 PM
  4. Erik Walther's Avatar
    That's bull cause I've had this happen countless times before and they always remove devices for me or even refresh them back to zero. I would just do that chat again and tell them that they are wrong and you have done this before and you would like them to reset your Xbox Music devices.
    04-25-2014 07:39 AM
  5. Erik Walther's Avatar
    I'm curious. When you went through chat support, did you go through the Xbox site or the Windows Phone site? Cause I had the same problem when I went through Xbox. They claimed they couldn't remove any devices but I knew this was bull cause I had done it before and remembered I went through Windows Phone support.

    So I would go to this link and choose the category of Xbox Music & Video. Then click contact us.

    Support | Windows Phone How-to (United States)

    For whatever reason though, once you click contact us, it comes up with an error message (both on my computer and tablet). So maybe their chat support is down at this time? That's who you need to talk to though.
    04-25-2014 08:01 AM
  6. RTGent's Avatar
    For XBMusic support, I prefer going through support.xbox.com and use the request-a-call-from-support option.
    As for replacing phones -and I'm on my fourth using my Zune/Xbox Music account-, I have signed into my account, removed my old phone, and then just set up/installed the new phone. I've done each removal and new-install on the day I've gotten each new phone. Good luck and enjoy the music.
    04-26-2014 02:03 PM

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