topic Re: Cannot change inclusive extra in Offers & Add-ons

Cannot change inclusive extra

Umiamz — Thu, 25 May 2023 09:25:19 GMT

I'd like to change my inclusive extra from Apple Music to Xbox GPU but all the other inclusive extra options are greyed out and cannot be selected. I've had Apple Music for nearly 60 days so should be able to change to another inclusive extra.

Below my current Apple Music inclusive extra on the desktop site it says "Your available Inclusive Extra is currently active." which almost suggests that none of the others are available to me. I have an All-rounder SIM only plan and, according to the T&Cs, Xbox GPU should be available.

Re: Cannot change inclusive extra

Umiamz — Thu, 25 May 2023 09:45:11 GMT

Right - I've checked in the My EE app and it says "You'll be able to swap this Inclusive Extra on 12 June".

That explains everything although why the 12th June? My billing date is the 26th of each month and I've had Apple Music selected since the beginning of April.

Re: Cannot change inclusive extra

Leanne_T — Thu, 25 May 2023 11:40:55 GMT

Hi @Umiamz

Thanks for coming here.

Please give our customer care team a call on 150 they can check the inclusive extra options for the plan you have and help you change this.

Thanks 🙂

Leanne.

Re: Cannot change inclusive extra

EssexBoyEE — Thu, 25 May 2023 11:52:57 GMT

If its a swappable benefit you should be able to change it very 30+ Days, if you do swap your benefit on a regular basis, word of warning, check what's All available on the List before you swap, as you will not be able to go back to it if it drops of the current List (this happened to me with Amazon Prime Video).

Re: Cannot change inclusive extra

Umiamz — Thu, 25 May 2023 11:57:25 GMT

Yes, so I'm wondering why after nearly 60 days I still can't change it.

Not going to be swapping regularly - I've just worked out it'll be cheaper in the long run to have the Game Pass covered by EE and the Apple stuff in an Apple One plan.

Re: Cannot change inclusive extra

Chris_B — Thu, 25 May 2023 12:25:04 GMT

@Umiamz Mines exactly the same and I’ve never changed my benefit so I know I should be able to swap it when ever I want, I think EEs systems has a glitch at present.

Re: Cannot change inclusive extra

Leanne_T — Thu, 25 May 2023 12:41:11 GMT

Hi @Umiamz

Please give us a call and the team will be happy to help and get this looked into.

Leanne 🙂

Re: Cannot change inclusive extra

Umiamz — Thu, 25 May 2023 15:19:59 GMT

Thanks, @Leanne_T and others who replied 😀

I called 150 and they were able to change it straight away for me. They had no idea why it wouldn't let me change it but I see that I'm not the only one affected.

Re: Cannot change inclusive extra

Christopher_G — Thu, 25 May 2023 16:27:12 GMT

That's great, @Umiamz

Thanks for coming back to let us know.

Chris

Re: Cannot change inclusive extra

Tinyplanet_360 — Sun, 06 Apr 2025 05:21:56 GMT

I’m having the issue of changing from sports to the roaming pass. Because I’m away I can’t text PICK to 150. And there is nowhere on the app or website that lets you easily swap it. When I first selected sports I had this issue and had to call EE. At the time the guys sort of said ‘I don’t know why the option isn’t showing’. I now know the reason why. It’s because the set up to do this is beyond pathetic. EE are supposed to be the leading provider and yet there is no option in the app to change your swappable …. What am I seeing 🤦🏼‍♂️🤦🏼‍♂️🤦🏼‍♂️🤦🏼‍♂️

and and there’s no online chat either to contact EE

Re: Cannot change inclusive extra

Alex_H — Sun, 06 Apr 2025 08:03:38 GMT

Hi @Tinyplanet_360,

Welcome to the EE Community

You should be able to manage your inclusive extras via the app or website. If you login to the app and select Manage then Mobile add-ons there will be a Your Inclusive Extras section, if you press view you will then see the currently selected ones with a Change Inclusive Extra button.

For the website you would login select Manage>Plans and Subscriptions> Add-ons. On the add-ons page there should be 3 boxes along the top and click the Inclusive extras one and you will get the option to change extras.

Do you not see these options on your online account?

Alex

Re: Cannot change inclusive extra

G4EE — Sun, 13 Jul 2025 11:57:12 GMT

Hi Alex,

I have the same problem as the original poster ( inclusive extras greyed out and can't be clicked )? Is there a set date that these become 'active' again and can be changed?

Re: Cannot change inclusive extra

Matt_124 — Sun, 13 Jul 2025 13:34:03 GMT

Inclusive Extras can be changed every 30 days. If you have chosen one within the last 30 days that would explain why it is greyed out.

From memory it should have a message stating that it can be changed on X date in the App, but I could be wrong on that.

Re: Cannot change inclusive extra

G4EE — Sun, 13 Jul 2025 15:26:19 GMT

Hi Matt,

Thanks for taking the time to reply. Yes, I did change my inclusive extra - about 3 weeks ( for data roaming when on holiday ).

I tried changing it back today, via the website, but all of the options were greyed out and no data. I will have to check the app and see if it’s different and easier to use than the website.

This is something EE could make more straightforward, or clearer - even trying to find where to make the change is quite difficult.

I’ll keep checking the site to see if any dates appear.

Thanks again for responding. I am most grateful.

Re: Cannot change inclusive extra

Rach_H — Mon, 14 Jul 2025 07:51:34 GMT

Hi @G4EE,

Welcome to the Community!

As @Matt_124 has said you can only change your inclusive extra every 30 days, so if you changed this 3 weeks ago you will need to wait for the 30 days to pass before you are able to change again.

Rach