MS Support Chat that Showed Backward Compatibility is Real, but Wrong

Earlier today, an image surfaced on Reddit’s r/gaming subreddit purporting to be of a chat log between a customer and Xbox Support Chat.

The customer made a number of inquiries to the support technician regarding the Xbox One about backwards compatibility on the device and used games. The customer also inquired as to whether Microsoft would allow its customers to play their games offline even if the console remained offline for weeks.

Previously, Microsoft announced that players would be required to connect to Xbox Live once every 24 hours as a sort of ‘heartbeat’ to the server that allows them to play games. Without connecting to the service, players would be unable to access their games—even those meant for offline, single-player play.

The information provided by the support technician was contrary to everything we’ve been told by Microsoft’s higher-ups and PR staff, which lead us to wonder whether the picture on reddit was either a) doctored, or b) contained false information.

Not content with simply speculating, we reached out directly to Microsoft for comment about the image. They’ve since gotten back to us. This is what they had to say:

“This is a real customer support chat session, and unfortunately the representative provided inaccurate information. For more information about Xbox One connectivity and licensing, please visit Xbox blog.”

The relevant excerpt (cleaned up for clarity) from the image is as follows:

[Customer]: I am in the process of canceling [sic] my life account. When I began this process the agent said something I believe to be inaccurate and I just wanted to clarify

Lyca: Yes [Customer] Let me know what the agent have told you?

[Customer]: When I said I wanted to cancel due to the [sic] DRM being implemented they said that 360 games would be playable on Xbox One without authentication. I was under the impression that the Xbox One was NOT backwards compatible. So is it?

Lyca: [Customer] Do you mean that they told you that the DRM is not applicable for Xbox One? That if you buy the new Console and transfer the games from your old Console it will not require licenses to be transferred? 

[Customer]: No. I mean would my 360 games be playable on Xbox One?

[Customer]: The ones I have now.

[Customer]: Can I just play them like I would on a 360?

Lyca: Yes, indeed [Customer]. 

Lyca: Yes [Customer] Same thing will apply however you need to Transfer the licenses for the games from the Xbox 360 to the Xbox One for you to play it. 

[Customer]: OK, so you mean my downloads will work.

[Customer]: Will my disc based games?

Lyca: Yes it will too [Customer].

Lyca: Yes, it will work. 

[Customer] OK. You guys should really advertise that more. B ackwards compatibility is a big deal for a lot of people. If the One is compatible with 360-based media then it has been under-reported in the extreme.

[Customer] I had one more question if that’s OK.

[Customer] The online check. Is it waved if the disc is in the drive?

[Customer] I know that you have to authenticate games that are installed every 24 hours, but if you have the disc in the drive do you still have to authenticate installed games?

Lyca: Not anymore, [Customer]. Just make sure that it is the original one as Microsoft supports original games only. Playing pirate games can cause your Console being banned. 

[Customer] OK, so are you saying that if the disc is in the drive it doesn’t need to be online every 24 hours?

[Customer] I could theoretically keep my Xbox One offline for weeks and as long as I had the disc in the drive I could keep playing my games?

Lyca: Sir let me check this.

Lyca: Hold on please. 

[Customer] OK thank you.

Lyca: [Customer], Yes you can do that. As long as you have the disc you can still play the games. 

[Customer] Are you positive? IF that’s true then you should know that people don’t know it.

Lyca: There are a lot of rumors coming out right now for Xbox One, [Customer]. 

The picture in question can be seen below:


So there you have it. The picture is real, but the information within is false. Equally crucial is the fact that you will need to connect to Microsoft’s servers every 24 hours regardless of whether or not you possess the disc in order to play games. Other services may  be available to you, but games will require you to authenticate online for it is how the system’s DRM functions. Here’s the relevant bit of information, which we pulled directly from the Microsoft blog concerning the matter:

With Xbox One you can game offline for up to 24 hours on your primary console, or one hour if you are logged on to a separate console accessing your library. Offline gaming is not possible after these prescribed times until you re-establish a connection, but you can still watch live TV and enjoy Blu-ray and DVD movies.

While a persistent connection is not required, Xbox One is designed to verify if system, application or game updates are needed and to see if you have acquired new games, or resold, traded in, or given your game to a friend. Games that are designed to take advantage of the cloud may require a connection.

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5 Comments on MS Support Chat that Showed Backward Compatibility is Real, but Wrong


On June 13, 2013 at 3:55 pm

How is it that at this point people who work for MS in some capacity still aren’t on the same boat in regards to what the Xbone can and can’t do? Amazing.


On June 14, 2013 at 3:05 am

All of this is irrelevant. Xbox One is clearly the better choice, hence why it’s more expensive. You get what you pay for. If you want a mansion you earn money, if you just want to live with your alcoholic dad for the rest of your life then you don’t need to spent as much money. Same with this – if you want to pay less and get a stupider console then get the PS4, but don’t them moan because it’s not as good as Xbox because they clue was in the price tag! LOL

Anyone who considers themselfes a real gamer will get Xbox One, the cheapskates and fans can stick with PS3 1.5.


On June 14, 2013 at 9:20 am



On June 24, 2013 at 9:06 am


Saying that the XB One is better simply because of price is honestly about the weakest argument you could make. If you want to argue stats and fps capability that’s one thing, but saying that it’s better simply because of price is just silly, and that’s coming from a fan of Xbox 360.

Also, this article has nothing to do with Xbox vs Playstation, so why even bring it up here?


On June 24, 2013 at 8:35 pm

i think i just lost a few brain cells reading lol’s statement…

1) its more expensive because its NEW, but that does not mean it will be good right away…. and lets say you wind up in the hospital for whatever reason or you are out of town for business or vacation.. how stupid would that sound to say “hey, can you go turn my xbox on for me everyday while im gone? i just need it to remember and know im alive…” seriously? just think about how idiotic that sounds… and its not like youre gonna take it with you, god forbid anything damage it or if you lose it while you travel around…

2) it doesnt matter if you are rich or poor, people will buy it simply cause the bigger industries wont keep making games for the “older” consoles which in turn will make you buy the new ones later on, regardless if you have internet constantly available or not… but the fact remains that if they come out with another (omg i cant believe im saying this) CoD “insert new title”: enter sequel number here… then how can you play it without having the new console? its how it works and its going through its 7 year cycle (new console basically every 6-8 years)

3. as far as Xbox goes with games and other such contributions, its obviously best played when online with others… thats its design, but the actual gameplay and graphics to SOME games took a hit in order to get the better speeds and make them more playable for online purposes whereas others that DONT have online capabilities actually fell a bit to the wayside to the PS3 since they did NOT skimp on gameplay or graphics, BUT since they had to create their own internet and online capabilities, the online play with them is dramatically different on most levels… but thats why its FREE with PSN and not required to pay yearly where MS does… so saying PS4 is a “stupider” console (god i felt a few more cells die just typing that) is pretty ignorant

4) NEITHER of them have a real backwards compatibility (surprise surprise) but the word has gotten out and that may change… Sony already has a plan and bought a way for backwards compatibility to (kinda) work (and yeah its a ripoff if you ask me), whereas you read here what is going on at MS… now dont get me wrong, im not trying to outwardly bash MS, in fact i actually own BOTH consoles (because thats what TRUE gamers do) as well owned (at one point) every other console all the way down to an Atari 5200 (that means New Intellivision, 3DO, Lynx, Jaguar, etc etc), so using what i know, they have their strengths and weaknesses each… Xbox is best designed for online play (since they have the internet basically) and FPS (obviously) whereas PS3 is better for the single player aspects like RPGs and Platform and Strategy genres… but they knew EXACTLY what we wanted and gave us the middle finger saying “take it or leave it… either way well still be rich”

5. SO i hope this helps out a bit from the time this is posted to anyone that reads later… it doesnt matter who you go for or which console you like or even if you are strictly Team PS or Team MS lol… we got messed over by both of them after the hundreds if not thousands of dollars we poured into them after they knew how much backwards compatibility was an issue in the past and how mad it made a lot of us, yet its funny, cause im sure if they actually DID do that, people would still have a reason to by both the new AND “old” games… but thats just me lol