topic Re: Xbox game pass in Gaming

Xbox game pass

_chlo_xx — Thu, 07 Mar 2024 15:45:14 GMT

I bought Xbox series X as add on to my phone contract, was supposed to come with 24 months ultimate game pass but haven’t received code or email or text and live chat not working in the app

Re: Xbox game pass

_chlo_xx — Thu, 07 Mar 2024 15:41:22 GMT

I have updated the app but live chat doesn’t seem to be working ?

Re: Xbox game pass

Katie_B — Thu, 07 Mar 2024 16:32:46 GMT

Hi @_chlo_xx.

Are you trying to access Live Chat under the 'Help' section of the EE app?

Katie

Re: Xbox game pass

_chlo_xx — Thu, 07 Mar 2024 16:34:35 GMT

Yes, it won’t load in

Re: Xbox game pass

Katie_B — Thu, 07 Mar 2024 16:38:37 GMT

Thanks for getting back to me @_chlo_xx.

Do you only have one line on your account that the text could have been sent to?

Katie

Re: Xbox game pass

_chlo_xx — Thu, 07 Mar 2024 16:41:25 GMT

What do you mean

Re: Xbox game pass

Katie_B — Thu, 07 Mar 2024 17:09:55 GMT

You should receive a text containing a link @_chlo_xx.

Do you only have the one pay monthly contract?

Katie

Re: Xbox game pass

_chlo_xx — Thu, 07 Mar 2024 17:55:04 GMT

I have checked texts from both numbers and email associated with my EE and I haven’t received anything except a link taking me straight to the app to view my billing info

Re: Xbox game pass

Katie_B — Thu, 07 Mar 2024 17:56:15 GMT

Thanks for checking @_chlo_xx.

Please give us a call on 150 so our mobile care team can look into this further for you.

Katie 🙂

Re: Xbox game pass

_chlo_xx — Thu, 07 Mar 2024 17:57:06 GMT

I am deaf so can’t use the phone

Re: Xbox game pass

Katie_B — Thu, 07 Mar 2024 17:59:14 GMT

Are you connected to WiFi whilst trying to load Live Chat @_chlo_xx?

Katie

Re: Xbox game pass

_chlo_xx — Thu, 07 Mar 2024 18:01:21 GMT

Yes I’ve tried using mobile data and that hasn’t worked either, I’ve also updated the app and no change

Re: Xbox game pass

Katie_B — Thu, 07 Mar 2024 18:04:12 GMT

Hi @_chlo_xx.

I have sent you a private message.

When you have a moment please check your community inbox.

Katie

Re: Xbox game pass

Neorat — Wed, 31 Jul 2024 16:22:04 GMT

I have had the same problem. I never received a code and ended up calling 150 about it only for it to be added to my account as a 12.99 addon. Phoned again and got that sorted so i wouldnt get charged and they said it was sorted and i would get a code in a couple of days and still waiting a week later.

Re: Xbox game pass

Katie_B — Wed, 31 Jul 2024 16:24:02 GMT

Hi @Neorat.

I am very sorry to hear you have still not received a code.

Have you been able to get back in touch?

Speak soon,

Katie

Re: Xbox game pass

Neorat — Wed, 31 Jul 2024 16:31:21 GMT

No thats why i am trying here i am the account holder but the phone is my daughters so everytime i phone you it costs me money.

Re: Xbox game pass

Katie_B — Wed, 31 Jul 2024 16:46:37 GMT

Hi @Neorat.

Thanks for getting back to me.

We have no account access here on the EE Community.

Are you currently in the UK?

Our customer care team can be contacted on 0800 956 6000.

Katie

Re: Xbox game pass

Neorat — Wed, 31 Jul 2024 17:04:48 GMT

Yes I am in the UK. And as i said the phone is my daughters and she doesnt live anywhere near me. So i have no access to call from the EE phone. I am on 02 and it costs me every time i have to call. Why it cant be as simple as going sorry we will send the code now is beyond me. I have been told by your "customer care" that it has been sorted twice now and it hasn't .

Re: Xbox game pass

Katie_B — Wed, 31 Jul 2024 17:29:06 GMT

Hi @Neorat.

I understand how frustrating this must be, I'd really love to get this resolved for you.

Without account access here on the community, the next steps would be to get back in touch with customer care.

Our 0800 number should be free for you to call on O2.

Katie