topic Re: Issue with PlayStation plus premium add-on in Offers & Add-ons

Issue with PlayStation plus premium add-on

Flicko10 — Sun, 23 Apr 2023 15:03:42 GMT

Hello.

I’ve purchased a PS5 on an EE add-on plan, which comes with 24 months free PlayStation plus premium. I’ve already got a PlayStation plus subscription so have attempted to follow the instructions set out here-However, I can’t get past step 2. I’ve created a Sony account and when I click on the profile icon, there isn’t an option to redeem a code. As well as this, I didn’t receive any codes with my PS5.

Has anybody else had trouble with this? I’ve contacted EE via live chat, and they didn’t really have a clue. Cheers.

Re: Issue with PlayStation plus premium add-on

James_B — Mon, 24 Apr 2023 07:13:58 GMT

Hi @Flicko10,

Welcome to the EE Community. 🙂

I'm sorry to hear you didn't receive your Playstation Plus codes.

Please get in touch with Customer Care on 150 so a member of the team can help.

James

Re: Issue with PlayStation plus premium add-on

Flicko10 — Mon, 24 Apr 2023 17:01:40 GMT

Hi James.

I’ve tried this; I rang 150 and spoke to somebody on the live chat feature. They didn’t really understand what my issue was and kept mentioning an Xbox pass.

I’ve since tried ringing them again. Neither of the 2 options are helpful. The first one is the virtual assistant that sends you a text and puts you through to live chat again, with none of the options regarding gaming. The second option is related to mobile phones, broadband etc and again not about gaming.

Is there any option or number to actually speak to somebody over the phone instead of getting a virtual assistant?

Cheers.

Re: Issue with PlayStation plus premium add-on

Christopher_G — Mon, 24 Apr 2023 17:25:33 GMT

Hi @Flicko10

Follow the options for mobile technical support and you should get through to speak to someone about this.

Chris

Re: Issue with PlayStation plus premium add-on

Flicko10 — Tue, 23 May 2023 22:04:19 GMT

Hello.

So an update on the situation. I spoke to technical support at EE and they told me that, since they receive the codes from Sony, that I would have to take my issue to them in order to receive new vouchers.

I did just that, and Sony responded with this-

So then I went back to EE, to be told that they cannot obtain new vouchers without me purchasing another ps5 bundle, which I’m obviously not going to do. The representative reiterated that I would have to get this resolved with Sony. I asked him if he could provide an email to give me something to go back to Sony with, which he happily did. Here is what he sent to me-

I then went back to Sony with this, and explained that EE couldn’t do anything to help. They pretty much sent me a carbon copy response to their first reply-

I feel like I’ve done as much as I can here and have pretty much accepted defeat. Before I do though, I wondered if anybody had any advice to take this further in order to get a successful resolution? I’m paying a lot of money for this bundle, and to lose out on 24 months worth of PlayStation plus through no fault of my own leaves me feeling quite dejected.

Cheers.

[Mod edit: One image rejected as it contained personal information]

Re: Issue with PlayStation plus premium add-on

James_B — Wed, 24 May 2023 06:45:22 GMT

Hi @Flicko10,

I'm sorry to hear this hasn't been resolved yet.

I've sent you a private message to take some further details.

James

Re: Issue with PlayStation plus premium add-on

CruiseNation — Sat, 03 Jun 2023 05:08:17 GMT

Hi @James_B

I am having the exact same issue, just got my PS5 bundle yesterday after getting an affirmative response from EE that the PS5 premium subscription, Gamers and Video Pass will be inclusive only for the console to arrive yesterday with none of that.

I don't even have the time to stress the back and forth with EE and Sony and will just have to return the PS5 package back to EE

Re: Issue with PlayStation plus premium add-on

Katie_B — Sat, 03 Jun 2023 05:57:47 GMT

Hello @CruiseNation.

Welcome to the community.

I would really love to see if we can get this resolved for you.

When you have a moment please check your community inbox.

Katie

Re: Issue with PlayStation plus premium add-on

CruiseNation — Sat, 03 Jun 2023 05:59:50 GMT

Hi @Katie_B

I'm here now

Re: Issue with PlayStation plus premium add-on

Katie_B — Sat, 03 Jun 2023 06:01:44 GMT

Hi @CruiseNation.

Please check your community inbox.

Katie

Re: Issue with PlayStation plus premium add-on

Drizzy02 — Sun, 23 Jul 2023 01:02:47 GMT

@Flicko10 @James_B I have the same issue I got my ps today and the code doesn't work . EE said speak to Sony I couldn't even find a phone number for playstation. I sent them an email . Was you able to get yours sorted or do we just get shafted by EE and Playstation?

Re: Issue with PlayStation plus premium add-on

James_B — Sun, 23 Jul 2023 07:28:28 GMT

Hi @Drizzy02,

Welcome to the EE Community. 🙂

Which error message do you see after entering the code?

James

Re: Issue with PlayStation plus premium add-on

Drizzy02 — Sun, 23 Jul 2023 15:57:25 GMT

When I enter the code it says " the prepaid code could not be redeemed. Please try again later." It's been saying that from the first time I entered the code.

Re: Issue with PlayStation plus premium add-on

Leanne_T — Mon, 24 Jul 2023 06:27:53 GMT

Hi @Drizzy02

Thanks for coming back to us.

Please let us know how you get on after hearing back from Sony.

Leanne.