Do you have your Xbox connected directly to you gateway or does it go through a router? You might be experiencing firewall issues. More information on your setup/connection would help. Do you get any error messages ?
Try this link:
If this doesn't help, I suggest calling XBox support directly.
Toll free: (800) 4MY-XBOX
Direct dial: (425) 635-7180
* 9:00 A.M. to 1:00 A.M. Eastern Time /6:00 A.M. to 10:00 P.M. Pacific Time
Hope it helps !
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does your physical location match your account location if not that could be why