topic Re: Error when trying to enable Google AI Pro in Offers & Add-ons

Error when trying to enable Google AI Pro

Dan4197 — Wed, 11 Mar 2026 10:39:39 GMT

I get an error when trying to enable Google AI Pro via ee.co.uk/googleone. I've had this issue since the 27th of February. I have tried different browsers, clearing cookies, clearing all cache, using my phone, using my home computer, using Wi-Fi, using 5G, I get the same error every time. I already have Google One from my previous plan and I upgraded specifically for Google AI Pro and it will not work. I have tried contacting EE customer support through the online chat and cannot get through to a human before getting the chat shut down.

Re: Error when trying to enable Google AI Pro

Leanne_T — Wed, 11 Mar 2026 12:34:36 GMT

Hi there @Dan4197

Thanks for posting again on the community 🙂

Just to check, do you have Google One Premium showing as an add-on in your EE app? Which plan do you now have and how long ago did this change?

Speak soon.

Leanne.

Re: Error when trying to enable Google AI Pro

Dan4197 — Wed, 11 Mar 2026 14:23:34 GMT

Hello Leanne,

It says that my Inclusive Extra is Google AI Pro, however it says on Gemini that I am still on Plus

Re: Error when trying to enable Google AI Pro

Leanne_T — Wed, 11 Mar 2026 14:42:17 GMT

Thanks for coming back to me @Dan4197

I would suggest getting in touch with our tech guides by calling 150, they can help get this looked into and see what is needed to get this sorted.

Leanne.

Re: Error when trying to enable Google AI Pro

Dan4197 — Thu, 12 Mar 2026 11:08:19 GMT

Hello,

I am unlikely to get enough free time to call during the opening hours for 150, my house and workplace both have almost no phone signal. Am I able to get this resolved through email instead?

Re: Error when trying to enable Google AI Pro

Leanne_T — Thu, 12 Mar 2026 11:19:05 GMT

Hi @Dan4197

Sorry we have no email address to contact you would need to call us when you get the chance to speak to the technical support guides. Full contact details can be found on the Contact Us page.

If you have WiFi available and a compatible device, you can look into using WiFi Calling.

Leanne.