topic Re: Unlimited full works plan, Google AI Pro - items missing in Offers & Add-ons

Unlimited full works plan, Google AI Pro - items missing

Timbo_UK — Sat, 18 Oct 2025 15:22:30 GMT

Hello all, I've had the Unlimited full works SIM only plan for a few months. Set up easily into my Google account and I got all the benefits listed on Google and EE.

Now my Fitbit premium has disappeared. Also when I try to access my Google one account it says managed by EE and I have to contact them. How do I do this as I want to go to the next tier on the Google home.

Re: Unlimited full works plan, Google AI Pro - items missing

Matt_124 — Sat, 18 Oct 2025 18:59:57 GMT

Unfortunately there is nothing EE can do on this as they are still providing your AI Pro subscription and do not provide the underlying entitlements on Google's side.

A help page can be found here on Google's site for Google Home and Fitbit Premium with AI Pro: https://support.google.com/googleone/answer/14674938?hl=en-GB&co=GENIE.Platform%3DAndroid

If you wanted to change your Google One subscription to any other tier then this is not supported - your Inclusive Extra is for the AI Pro plan and there wouldn't be a way to pay the difference and upgrade this to another tier.

Re: Unlimited full works plan, Google AI Pro - items missing

Timbo_UK — Sun, 19 Oct 2025 04:46:22 GMT

Hi Matt,

The AI Pro plan still list Fitbit Premium as a benefit though:

https://one.google.com/about/plans?hl=en-UK&g1_landing_page=0https://one.google.com/about/plans?hl=en-UK&g1_landing_page=0

Re: Unlimited full works plan, Google AI Pro - items missing

Matt_124 — Sun, 19 Oct 2025 09:08:34 GMT

Yes I am aware, the troubleshooting and linking steps are at the link I've provided above.

Other than that you would need to request support from Google as to why your Fitbit Premium was removed and can't be reactivated.

Re: Unlimited full works plan, Google AI Pro - items missing

Timbo_UK — Mon, 20 Oct 2025 14:20:27 GMT

Been on with Google One support chat:

"Yes, even though your travel to Spain was brief, the system likely detected your presence there. Since Spain is not eligible for that offer, the Fitbit Premium access was automatically removed from your account"

Looks like my holiday triggered the removal. Leaving here for others in case they get the same issue.

Waiting for a resolution from Google.

Re: Unlimited full works plan, Google AI Pro - items missing

MrsWesty2015 — Tue, 28 Oct 2025 06:33:51 GMT

I am also having this issue!!!

Re: Unlimited full works plan, Google AI Pro - items missing

Timbo_UK — Sat, 01 Nov 2025 13:03:50 GMT

I'm still waiting on a response from google 😞

Re: Unlimited full works plan, Google AI Pro - items missing

Timbo_UK — Sat, 01 Nov 2025 13:04:31 GMT

Hi Matt, any clue as to how I disconnect EE from my google account so I am in control again?

Re: Unlimited full works plan, Google AI Pro - items missing

Kelstern — Tue, 04 Nov 2025 06:53:32 GMT

Same question from me. I switched my inclusive extra away from google 1. I found that it should reset after a billing cycle, but that was 2 days ago and i am still tied to ee and cannot control my subscription. I want this since fitbit premium is no longer part of the 2tb package.

Re: Unlimited full works plan, Google AI Pro - items missing

Timbo_UK — Tue, 04 Nov 2025 07:08:29 GMT

So looking through the help that Matt had posted previously I found this:

got to be related. Obviously either of the 2 packages EE offered classed as existing. So likely everyone lost Fitbit premium on 1st October.

Packages need resetting (by EE) to the new versions.

Frustrating that even Google support don't know this and said I lost mine due to travelling to Spain at the end of September.

How do we get this escalated within EE?

Re: Unlimited full works plan, Google AI Pro - items missing

Matt_124 — Tue, 04 Nov 2025 10:41:32 GMT

That part states 2026, access shouldn't have been lost yet.

Google One 2TB and AI Pro are also separate tiers.

AI Pro maintains the benefits.

Re: Unlimited full works plan, Google AI Pro - items missing

Timbo_UK — Tue, 04 Nov 2025 17:35:21 GMT

Ooops 2026! My mistake. Either way my AI Pro account still has Fitbit premium removed, Google still not resolved. I'm not the only one, surely EE should be putting pressure on Google to resolve for their customers anyway.

Also if it's know that the Fitbit benefits will be removed in October next year that should be made clear in documentation for people signing up for a fresh 2 year contract.

How do we get a response from an EE employee?

Re: Unlimited full works plan, Google AI Pro - items missing

Mark2048 — Thu, 06 Nov 2025 16:54:29 GMT

I have exactly the same problem. I have the Google AI Pro benefit with a full works plan. The Fitbit Premium part of the benefit was working fine until October, when it stopped working and I haven't been able to restore it.

After a long time being bounced between different people in the Google support team, they've said they can't fix this and it needs to be resolved by EE.

Re: Unlimited full works plan, Google AI Pro - items missing

Kelstern — Sat, 15 Nov 2025 09:11:34 GMT

My fitbit premium has magically reappeared without me doing anything, so Google must have also realised it should be Oct 26 and mistakenly turned off this year. 🙄

Re: Unlimited full works plan, Google AI Pro - items missing

Timbo_UK — Sat, 15 Nov 2025 14:08:23 GMT

Thanks for the heads-up, mine is back too. Still waiting on my Google support to fully help 🙂

Re: Unlimited full works plan, Google AI Pro - items missing

Mark2048 — Mon, 17 Nov 2025 15:00:32 GMT

Mine has also started working again, with no word from Google or EE support.

Re: Unlimited full works plan, Google AI Pro - items missing

Timbo_UK — Mon, 17 Nov 2025 15:11:43 GMT

Clearly EE technical support where working really hard in the background to fix this they completely forgot to get back in touch with people ! 🤔