This site is not very helpful
One of a few possabilities.
The profile you are signed into might not be a Gold profile? You need to have a piad live account (or trial account) to be able to play online.
The profile you are using might be setup to be a child account and has used parental control to block access to live.
Or you might have had you account blocked for one reason or another from Microsoft. Contact them dirctly if you feel this might be the case.
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