Friend can't play online or private chat on xbox live free prayers for whoever helps!?

hi, a friend of mine recently got xbox live,however he is unable to play online or private chat,he gets an error message when he tries to join a game telling him to contact xbox support ,but he can send text and voice messages and yes he does have a gold account,he is with a company called amocom broadband,if you help me i will pray for you every night till next year,thanks in advance