topic Can't activate my Google AI Pro in Offers & Add-ons

Can't activate my Google AI Pro

rigobertoxiii — Mon, 02 Jun 2025 14:18:30 GMT

Hi, I've not been a EE customer for long. I joined a week ago and since then I am trying to activate my Google AI Pro add-on with no success.

I am on a Unlimited Full Works Plan.

For the past week I tried to activate my add-on through the app/website/tried different browsers/ wifi on-off. Nothing seems to work. I put my phone number in, get the code and then I get the following error: "We are experiencing technical problems right now, please try again later."

I called customer service a number of times. Every time I called, I got a different answer. First they said they said there was an outage on the website and that is causing this. (a weeks later is still there. the website works fine by the way). Second they said to wait till my first bill comes through (that came in yesterday, still not working). Then they sent me to Google apparently that is their fault (this is the EE website, I don't know how Google can help).

Even went back into the shop and the person there was super kind trying to help with my issue, calling support for me but he got the same answers "just wait it will be fixed".

I was also told that on their side my extra appears as activated but on my side appears as not activated.

As a new customer I am very disappointed with the customer service as I got no help. I am actually thinking to just cancel my contract if this issue will not be sorted soon. As I'm paying for the extra and I can't use it.

Re: Can't activate my Google AI Pro

Peter_W — Mon, 02 Jun 2025 16:24:03 GMT

Good afternoon @rigobertoxiii.

Thanks for reaching out to us about this!

When you've queried this with our team, have they checked to make sure that the extra is definitely active on your account correctly?

Also have you had a chance to try the redemption link in Chrome yet?

Peter

Re: Can't activate my Google AI Pro

rigobertoxiii — Mon, 02 Jun 2025 19:15:29 GMT

Hi Peter,

Thank you for the quick reply. All the support people I spoke too say that the extra is active. So I am guessing is is activated correctly. When I called earlier today I even asked if they somehow can reset it. They said they can't do it and all I have to do is wait for the error to fix by itself.

I did try on Chrome as well, still the same error.

It has been a week surely if there was an outage for real that would be fixed by now.

Re: Can't activate my Google AI Pro

rigobertoxiii — Tue, 03 Jun 2025 08:30:48 GMT

Hi,

Somehow this morning it worked. Not sure if something was done on EE side or what.

This is the steps I followed:

- On the Google Chrome app I went on the link that EE sent me to activate Google One (ee.co.uk/googleone)

-As soon as the website loaded I still got the error but this time it had a "Done" button there.

- Tapped on Done and then it prompted me to log in into my EE account

- Logged in

- At the bottom of the main page there is a tab called "Picked for you" where I had Google One Extras

- Tapped on Activate Now

Somehow it just worked and it took me to the Google website to activate my Google One AI plan.

Hope this helps other people that have this issue.

Re: Can't activate my Google AI Pro

Leanne_T — Tue, 03 Jun 2025 10:15:01 GMT

Thanks for coming back and sharing how you got set up @rigobertoxiii

I am sure this will be useful for other users too 🙂

Leanne.

Re: Can't activate my Google AI Pro

Bangz1 — Wed, 22 Oct 2025 11:36:20 GMT

im having the same issue, every time i go to activate it mentions that 'please try activating again sorry, something went wrong. please close this and try again'

Re: Can't activate my Google AI Pro

Alex_H — Wed, 22 Oct 2025 14:21:55 GMT

Hi @Bangz1,

Welcome to the EE Community

Have you been able to try completing the activation from ee.co.uk/googleone on both your Wi-Fi and 4G, as well as testing different browsers to see if any of that may be the issue?

If the issue continues I would recommend reaching out to our technical team for some further help in getting it sorted.

Alex

Re: Can't activate my Google AI Pro

mikey7777 — Mon, 09 Feb 2026 18:51:23 GMT

exactly the same with me. EVEN TOLKD it was NOT COMOPATIBLE WITH IPHONE!!! LOL what lies. even their own website states its fine its a cloud service for goodness sake. Same error phoned in then told why not choose a different add on like netflix?? I dont want netflix!!!! Its a joke

Re: Can't activate my Google AI Pro

mikey7777 — Mon, 09 Feb 2026 22:32:03 GMT

Tech team are useless didn’t help me at all just lied and said not compatible but google and ee say it is on iPhone it’s cloud based. Was the en told to try contacting google who say contact ee. Hell loop

Re: Can't activate my Google AI Pro

Christopher_G — Wed, 11 Feb 2026 12:33:48 GMT

Hi @mikey7777

Welcome to the community.

I'm sorry to hear of your experience. It doesn't sound like it was up to the standard we'd expect.

I recommend filling in our online complaint form, so that a dedicated team can look into this and contact you directly to discuss it.

Keep us updated on what happens please.

Thanks

Chris

Re: Can't activate my Google AI Pro

ChungaLunga — Sat, 07 Mar 2026 23:46:01 GMT

I'm having this same issue

Re: Can't activate my Google AI Pro

Rach_H — Sun, 08 Mar 2026 10:16:25 GMT

Hi @ChungaLunga,

Welcome to the Community!

I'm sorry to hear you're having trouble. Have you tried the steps suggested by @rigobertoxiii to see if this works for you?

Rach