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2 Xbox Account Banned after Moving using New Apartment Wifi

Frank M 0 Reputation points
2025-07-10T01:01:35.69+00:00

After moving to a new apartment my Xbox accounts have been suspended after a few days of use on Edge for Xbox Cloud Gaming. I purchased a game pass ultimate from Target and used my MacBook to play online for a few days. After leaving my laptop idle at the Xcloud library menu for 20 mins or so I switch back to the tab to see that I have been signed out. When I sign back in, I got a message saying my Xbox account has been banned. On the enforcements page I have 0/8 strikes. I tried to appeal but I was denied. So, I purchased another card and made another account to play and the same issue has occurred. I don’t cheat, use any type of chat, or anything like that. I’ve been playing Oblivion and Black Ops 6 exclusively. Is there anything related to my internet service that could be causing this? I just moved and started using Xfinity. It’s surprisingly difficult to find a way to reach a live person to talk to about the issue and I really would appreciate any help or advice.

https://www.reddit.com/r/XboxSupport/comments/1lvuq5d/xbox_accounts_suspended_with_new_internet_router/

Microsoft Edge | Website issues | MacOS
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  1. Kai-H 6,175 Reputation points Microsoft External Staff Moderator
    2025-07-17T08:04:48.1433333+00:00

    Hi, Frank M

     

    Welcome to the Microsoft Q&A

     

    Sorry to hear you're experiencing this issue. Account-related problems can usually only be resolved through the appeal process or by contacting online support staff. The suggestions we can offer are quite limited.

    If you suspect it was caused by network-related issues, you may want to investigate whether the bans were triggered by the same cause. (From my personal experience playing with an Xbox account, even while using a VPN, I didn’t encounter this issue as long as I didn’t frequently change IP addresses—so it may not be the network.)

    It could be due to a violation of community guidelines or other reasons. (Additionally, please consider whether the issue may stem from the use of black market cards—there's a chance the account was permanently banned due to a stolen or fraudulently used credit card.)

    To further determine the cause, we still recommend that you contact online support staff for assistance with investigating this issue (you can proactively ask the virtual agent to escalate to live support), or wait for Xbox phone support to help resolve it.

     

    Best Regards,    

    Kai Ho | Microsoft Q&A Support Specialist

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