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WWE and XBox Help Please

Hi
(Sorry if this is not the right place) My son has had Smackdown Vs Raw 2011 off santa and he has tried to go into online axess by using the redemtopn code on the instruction manual. We have entered the code but when we went to play now it would not go any further and and only gave us the option to save to hard drive or download again, althoughj it said we have downloaded online axess. We tried download again and it flashed up downloading then went back to the same screen. He has gone to see if the new characters are unlocked eg Chris Masters Kelly Kelly however they havent.
Could any game fans please advise.
Than:beer:ks
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