topic Re: Xbox Game Pass Ultimate Error in Gaming

Xbox Game Pass Ultimate Error

Strider_66 — Sat, 24 Feb 2024 16:41:40 GMT

I have had access to the above Gamepass today. But trying to activate it I get the error , attached. Tried from EE App, EE webpage and PC webpage. Is this a known issue? A bug or "feature"? TIA.

Re: Xbox Game Pass Ultimate Error

Katie_B — Sun, 25 Feb 2024 07:35:55 GMT

Hi @Strider_66.

Thanks for coming here.

Are you still seeing this error?

Katie

Re: Xbox Game Pass Ultimate Error

Strider_66 — Sun, 25 Feb 2024 09:25:06 GMT

Hi Katie, just tried this morning g and I get the same error.

TIA

Re: Xbox Game Pass Ultimate Error

Katie_B — Sun, 25 Feb 2024 09:49:30 GMT

Thanks for trying again @Strider_66.

Is this error following the link provided via text?

Katie

Re: Xbox Game Pass Ultimate Error

Strider_66 — Sun, 25 Feb 2024 10:15:59 GMT

Hi Katie, I have used the text link, the link in the EE app and the link when logging into my account in Edge. All produce the same error. Many thanks.

Re: Xbox Game Pass Ultimate Error

Katie_B — Sun, 25 Feb 2024 10:23:04 GMT

Thanks for confirming @Strider_66.

Please give us a call on 150 when you have a moment so our customer care team can check your account.

Katie

Re: Xbox Game Pass Ultimate Error

Strider_66 — Sun, 25 Feb 2024 15:51:14 GMT

HI Katie, just spoken to the team.

They have blocked access on all accounts to the Ultimate Game Pass activation, not entirely sre why..?, It would have been nice to know this with a message on the App or in fact anywhere on the EE site. The only way to access it is to ring Billing, they send a request manually and you receive it in 2 to 3 days to your email address that you want to use to register the Ultimate Game Pass.

It would have been more logical and intuitive to have an error message that actually meant something and directed us to ring Customer Support rather than the error message that appears at the moment.

Re: Xbox Game Pass Ultimate Error

Katie_B — Mon, 26 Feb 2024 08:16:10 GMT

Hi @Strider_66.

Thanks for keeping us updated here on the community.

I will be sure to pass some feedback on regarding the error message that appears.

Katie

Re: Xbox Game Pass Ultimate Error

cmitchell_22 — Tue, 27 Feb 2024 14:35:45 GMT

Hello,

I am also getting the same error message so will call 150 to try and get this sorted as mentioned above.

Thank you

Re: Xbox Game Pass Ultimate Error

Saviour008 — Wed, 28 Feb 2024 10:39:00 GMT

Morning.

I resolved this issue by calling EE.

They have taken some details including the Game tag being associated with the pass.

1 week later, I received an email with the activation code.

Re: Xbox Game Pass Ultimate Error

Leanne_T — Wed, 28 Feb 2024 11:12:56 GMT

Thanks for coming back and letting us know @Saviour008

Leanne 🙂

Re: Xbox Game Pass Ultimate Error

Ashley104 — Sat, 23 Mar 2024 22:25:58 GMT

I’ve had this same issue since I started my broadband account it’s been a couple of months have past… still seeing this error message when trying to redeem. Despite various phone calls … one guide promised its would be sorted by the 15th of feb … which it was not, no report was actually made on speaking with another guide a week ago . The most recent call with a guide resulted in saying someone would contact me in 5 days to get it sorted it’s been 7 days still no call & still waiting.. one would expect promotional offers would be checked that they actually worked before enticing customers in to the broadband deals of which the offers can’t be redeemed , like I said just shy of two months and still no 12 month game pass ultimate acces.

Re: Xbox Game Pass Ultimate Error

Robbie-Mac — Sun, 24 Mar 2024 10:33:13 GMT

Good morning, @Ashley104

Thank you for posting. I am sorry for the problems redeeming your Xbox game pass.

Give one of our guides a call in the helpdesk who can help you out with this. You can reach them on 0330 1234 150.

Thanks,

Robbie

Re: Xbox Game Pass Ultimate Error

p2k13 — Wed, 03 Apr 2024 21:51:53 GMT

Same problem.. how's this not fixed?

Re: Xbox Game Pass Ultimate Error

madhatter79 — Tue, 09 Apr 2024 12:45:26 GMT

same issue i see all the advice people get is call them ...why should i take time out of my day to do that when it should be as simple as clicking on a button. well done EE im a new customer your really making yourselves look good

Re: Xbox Game Pass Ultimate Error

John-C — Tue, 09 Apr 2024 15:28:35 GMT

Hi @madhatter79, sorry you cant claim the Game Pass. Have the 14 days passed since your service was activated?

Cheers

John

Re: Xbox Game Pass Ultimate Error

Nelli72 — Thu, 11 Apr 2024 12:30:28 GMT

Hey I joined EE earlier this week, (connected Tuesday 9th April ), just broadband and having the same issue.
The latest advice from the customer services team via chat is to raise a broadband fault??? 😤
The incompetence is baffling, how will that help?

I'm fed up discussing this at length, repeating the same info and being given 6 different phone numbers that are basically just directing me to the main EE number.

I received a text saying i can claim it, but if I do so WITHIN (NOT "wait until AFTER") 14 days I may be charged. It's clearly showing as £0 so no danger there.

When you press the button to claim after checking the box for T&C's aside from the red error message I can clearly see in the browser console a 500 response from the API endpoint. So it's definitely an issue with the call to the api and not account related.

This is the endpoint being called:
https://api.ee.co.uk/tmf/ServiceActivationAndConfiguration/v4/service

and the response:

{"code":"25", "message":"Missing header: APIGW-Tracking-Header"}

So...

Do I actually have to wait 14 days? I suspect that error will still show since it's an error on your end.

Can I ring the main number to clear this up, (not 150, I'm not with EE for mobile), and if so what exactly am I pressing?
I need to know the menu numbers to press if I am calling.

I agree with others, this is a very poor user experience for a new customer. I already have a game pass subscription that is ending soon and I was hoping to renew with this one to save me the cost of another renewal.

Appreciate clear direction on this please.

*** UPDATE ***
For anyone else, I went through 1 / 1 / 1 in the phone menu.

Spoke to a really nice guide that has filled in a form to resolve this and I'm expecting my code within 5 working days.