topic Re: Not received game pass info in Gaming

Not received game pass info

Hermit24 — Tue, 27 Aug 2024 10:01:54 GMT

Hello, I ordered the Xbox as part of the tech bundle and I was told I would receive a text to get the gift card & enable the game pass within a week- the week has passed and I have received the gift card but not the game pass info despite it showing on my account as free. I've tried using the link others have posted ee.co.uk/xbox but it is asking for £12.99 a month if I activate which is obviously incorrect. I have tried webchat and no one responded after nearly an hour and I have a speech disability so I can't phone. Can anyone advise?

Re: Not received game pass info

Hermit24 — Tue, 27 Aug 2024 10:17:31 GMT

Also wanted to add that when I used that weblink (via mobile network not wifi) & put in my mobile number and the pin that was sent, it offered the option to activate the game pass and it all worked but I had to cancel straight away as the text confirmation said I would be charged £12.99 a month when it should be included so I'm stuck..

Re: Not received game pass info

Peter_W — Tue, 27 Aug 2024 14:04:44 GMT

Hey there @Hermit24, welcome to the EE Community 😊

Let's get this all checked out for you; when you first took out the Xbox, can you remember receiving any texts about redeeming your Game Pass Ultimate?
Also if you log into the EE App and select Manage > Mobile & SIMs > Add-ons & Inclusive extras, does it show a feature for free Game Pass, or just the £12.99 option?
Peter

Re: Not received game pass info

selina83 — Tue, 27 Aug 2024 14:27:38 GMT

I have the same issue

Re: Not received game pass info

Hermit24 — Tue, 27 Aug 2024 14:32:18 GMT

You can see here that it's showing as part of the tech bundle but I'm still waiting for the text to be able to enable it (only received text with gift card code, nothing about the bundle yet and the terms state I should have received within 7 days of receiving the Xbox) as if I try using the EE.co.uk/Xbox link it just sets up a separate 12.99 game pass 🙈

Re: Not received game pass info

Peter_W — Tue, 27 Aug 2024 14:49:51 GMT

Thanks for sending that over @Hermit24

It definitely looks like the free Game Pass is active on your account right now.

Can you please try heading over to ee.co.uk/xbox again, but make sure you're using mobile data rather than WiFi when you use this?

Peter

Re: Not received game pass info

Hermit24 — Tue, 27 Aug 2024 14:58:39 GMT

As I've already stated I did that (on mobile network NOT WiFi) and all it did was take out game pass subscription which I received a text saying I'd be paying 12.99 a month for so I had to cancel it. I don't understand why it's so difficult for EE to sort this as it seems many people have had issues.

Re: Not received game pass info

Peter_W — Tue, 27 Aug 2024 15:59:03 GMT

Based on what you've shared here @Hermit24, it's only the free Xbox Game Pass option active on your account at the moment, so if you were to head to this link, this is the feature it would activate.

I've had a check of this link from my own number, and if you have no Xbox products active on your account, it simply will give the message 'nothing to activate', and not allow you to proceed any further.

It would not automatically add the £12.99 option through this page, as you have to add this to your account specifically before it would allow you to activate it.

For absolute peace of mind though, I'd recommend reaching out to our team so they can check the products on your account, and ensure 100% that there's nothing on here that could activate the chargeable option.

You can send them over another message, or if you can't speak over the phone, there is also the option for our text relay service too, which will allow you to speak with any of our departments.

Peter

Re: Not received game pass info

Hermit24 — Tue, 27 Aug 2024 16:03:38 GMT

You are clearly either a bot or aren't reading what I am saying. I SHOULD have game pass ultimate as part of the tech bundle and I SHOULD have received a text within 7 days to activate it as per the terms and conditions (as I did with the gift card), but I haven't received anything in relation to the game pass.

When I searched this forum I saw people advising to use the ee.co.uk/Xbox link but when I did this ON MOBILE NETWORK NOT WIFI I got a text saying I'd be charged 12.99 a month so it clearly has gone wrong at EEs end and I can't seem to sort it and no one is listening on here either unfortunately. I can't use text relay either unfortunately.

Re: Not received game pass info

Hermit24 — Tue, 27 Aug 2024 16:05:51 GMT

Also just to confirm that I should have the ultimate game pass included here's the screenshot of the deal I ordered which states it's included in the cost.

Re: Not received game pass info

Peter_W — Tue, 27 Aug 2024 18:47:20 GMT

@Hermit24 I'm just going off the details that you've shared so far, but as we don't have direct account access via the Community, it's not possible for us to confirm 100% how this is set up.

The last thing we'd want is for you to be charged though.

If you're not able to call or use the text relay service, then the other option I could recommend would be to raise this directly with our dedicated complaints team via our web form.

If you explain that you're unable to speak with us over the phone, they will do their best to correspond with you on this via email.

Peter

Re: Not received game pass info

Hermit24 — Thu, 29 Aug 2024 06:07:35 GMT

I still haven't received any text message regarding the game pass which in the terms and conditions it states I should have received within 7 days of receipt of the Xbox. I have completed the form but haven't heard anything from EE yet either and the confirmation also didn't state when I would hear from them which is abysmal service when I've already paid for these what with the £20 deposit and the monthly payment. Disgusting service from EE especially if you have disabilities.

Re: Not received game pass info

Christopher_G — Thu, 29 Aug 2024 08:09:27 GMT

Thanks for filling in the form, @Hermit24

A member of our complaints team will be in touch with you within seven days of it being submitted. They will handle your complaint and try to get the service activated for you as soon as possible.

Thanks for your patience so far. Please keep us updated with what happens.

Chris

Re: Not received game pass info

Hermit24 — Wed, 04 Sep 2024 07:24:20 GMT

I just thought I'd update to say that the complaints team is the way to go if you haven't received the text to enable the gift card or game pass as they issued a QR code with text link which then did work and I had a text confirming free renewal of the game pass rather than being incorrectly charged £12.99 on top of the tech bundle cost. It also pays to check your terms and conditions as an EE staff member incorrectly advised it would take at least 14 days for the text when it should be within 7 days according to the tech bundle terms and conditions.

I've also suggested more training for EE staff due to much of the information provided by them being incorrect or inaccurate.

Re: Not received game pass info

selina83 — Sat, 21 Sep 2024 11:26:56 GMT

I am having exactly the same issue, bought an Xbox tech bundle with pass, was told I would have to wait 7 days for the kink for the pass. Didn't even get a link so contacted EE who told me to text xbox to 150 and now I'm being charged for it. I either want the link or the equivalent value of it on my bill

Re: Not received game pass info

Alex_H — Sat, 21 Sep 2024 14:40:55 GMT

Hi @selina83,

I am sorry you have been having an issue with activating the Xbox Ultimate Game Pass from your Xbox bundle. The link to activate the pass is just ee.co.uk/xbox and you enter the number the bundle is on and confirm a PIN then complete setup.

As you mention now being charged for the Xbox Game Pass I would recommend giving our team a call on 150 from an EE mobile or 07953 966 150 from any phone. They can check and remove the chargeable version of the add-on if it is active, and make sure the free bundle version is active instead. Once that is confirmed active on your number you would just need to go to the link I mentioned to activate it with your Xbox account.

Alex