topic Re: Inclusive extras: Sorry, we were unable to complete your request right now in Offers & Add-ons

Inclusive extras: Sorry, we were unable to complete your request right now

orangediesel — Fri, 14 Mar 2025 07:08:32 GMT

I cannot access or edit my Inclusive Extras. I've been getting this error every time for the last few days:

What happened? Sorry, we were unable to complete your request right now. Please try again later.

The app is similarly useless in terms of options to achieve what I'm looking to do (cancel M365 to link to another account).

How can I get human support to help me out here?

Re: Inclusive extras: Sorry, we were unable to complete your request right now

Northerner — Fri, 14 Mar 2025 07:54:33 GMT

Hi @orangediesel

Which extra and what account (mobile, broadband).

When did you last select or change the extra.

Thanks

Re: Inclusive extras: Sorry, we were unable to complete your request right now

orangediesel — Fri, 14 Mar 2025 08:28:25 GMT

Hi @Northerner,

Thanks for the response.

I've got a "Full Works" SIM only plan. I've got my Inclusive Extras set to: Microsoft 365 Personal, Roam Abroad Pass, and Netflix. I would have last set it many months ago, if not over 1-2 years.

Using the latest iOS app, I can see my Extras, swap them to another offering, and read T&Cs. However, on the website, the Extras page fails to complete loading, yielding a red banner with the aforementioned error message.

In this instance I had just wanted to unclaim/de-link the M365 Personal extra, so that I can link it to my other Hotmail account where it's actually needed. I do not want to swap it away to something else and be locked out from re-enabling M365 Personal for many weeks. This was my motivation in looking to the website, for more details and more advanced options than the app.

On the M365 side, it recognises the subscription is borne from BT/EE, but points me to the broken EE website to view the subscription. I've confirmed that it's a problem with the EE portal and not M365 as the error can be reproduced by independently navigating to the add-ons webpage in my portal.

Please find attached a screenshot. I've redacted my number from it.