topic Bought XBOX X with 24 month of Game Pass, come to Xmas day and pass not there !? in Gaming

Bought XBOX X with 24 month of Game Pass, come to Xmas day and pass not there !?

Kamster — Wed, 25 Dec 2024 18:02:32 GMT

Bought the XBOX X with 24 months of game pass. Xmas day set up XBOX X, Pass supposed to be with console and easy to use. NOTHING ! followed XBOX Tech support on Forums STILL NOT WORKING.

Like seriously great start at a new customer EE. My young son was left disappointed by his new paper weight as its useless without the pass. Maybe someone could at the very least explain why its not working.

Terrible and I am sure many parents have the same issue. Not impressed.

Mick

Re: Bought XBOX X with 24 month of Game Pass, come to Xmas day and pass not there !?

Northerner — Wed, 25 Dec 2024 20:31:41 GMT

Hi @Kamster

Did you follow the instructions:

https://ee.co.uk/help/gaming/how-do-i-get-xbox-game-pass-ultimate-on-ee

Thanks

Re: Bought XBOX X with 24 month of Game Pass, come to Xmas day and pass not there !?

Kamster — Thu, 26 Dec 2024 08:40:44 GMT

Thank you for the reply.

Non of which works, Got the XBOX with the 24 months of game pass. Nothing in my extras, to be honest nothing anywhere and nothing works. I read somewhere should have received a text with information on how to get the 24 months and again received nothing. Just tried calling 150 looks like there not open at mo.

Deeply frustrating and annoying, feel let down by EE.

Re: Bought XBOX X with 24 month of Game Pass, come to Xmas day and pass not there !?

Sally7474 — Thu, 26 Dec 2024 10:11:34 GMT

I am having a similar issue with the Meta quest I bought my son for Christmas. It was supposed to come with a couple of months free game pass, a voucher to spend and the Black Knight Rising game but I haven't had any details either by email or in the box, just a text with a code to use at the checkout but no instructions on how much I can spend or where to access the game. Tried ringing 150 but it's closed for Christmas! So the time when we need the support and there is not any available. I shoukd have made a note of what to do but I stupidly trusted EE to send me clear instructions and full details of the package I will be paying for for the next couple of years!

Re: Bought XBOX X with 24 month of Game Pass, come to Xmas day and pass not there !?

Kamster — Thu, 26 Dec 2024 10:59:27 GMT

I feel your pain.

Lack of support and clear instructions is very bad. Let alone the lack of SMS and information on how to go about getting the extras. I contacted Microsoft support at least they responded and explained that EE needed to activate the 24 month subscription and have not done so. This over a month down the line of purchasing the Xbox X. I was thinking of moving my Fibre connection to them, the lack of support and assistance on this matter has changed my mind, which is a shame as I rate them highly regarding my mobile contract. Such a shame there gaming section falls far behind the help and support with mobile contracts.

Now i have got to wait until they are open regarding calling them. Another thing I cannot find anywhere the opening hours over xmas period !? Everywhere just says its open and its not ? Another example of poor communication and support ?

From a brand i trusted as well ^^

Re: Bought XBOX X with 24 month of Game Pass, come to Xmas day and pass not there !?

Kamster — Thu, 26 Dec 2024 11:30:10 GMT

Hello,

I got through to EE after using the app on my phone and spoke to support. As its the XBOX X he was unable to assist me as its another department that deals with these issues. He was polite and understood he had no choice but to fill in a form and someone will get back to me. He was unable to give me any kind of time line for it to be sorted. SO the clock is ticking ... . ..

I received the XBOX X on Nov 28th 2024 so lets see how much longer it takes (i will post back when and or if it gets resolved).

Thanks Mick

Re: Bought XBOX X with 24 month of Game Pass, come to Xmas day and pass not there !?

Matt_124 — Thu, 26 Dec 2024 13:18:53 GMT

The game (Batman: Arkham Shadow) should be available to download from the Meta Store on the headset as this offer is from Meta for all new headset sales and nothing to do with EE.

The others would be between you and EE. The text to use at checkout sounds like it could be your EE GameCard voucher that you can use to purchase vouchers of whatever kind you would like from the EE Game Store.

It is worth getting in touch with them to clarify what bits and pieces you have, but it doesn't sound like a massive issue compared to some others who have got nothing through.

Re: Bought XBOX X with 24 month of Game Pass, come to Xmas day and pass not there !?

Kamster — Fri, 27 Dec 2024 12:45:14 GMT

Hello, just an update.

Still no contact from EE, still remains unresolved.

😞

Re: Bought XBOX X with 24 month of Game Pass, come to Xmas day and pass not there !?

ΔĐΔΜ — Fri, 27 Dec 2024 15:57:01 GMT

Having the same issue, purchased the XBOX X with 24 Month Game Pass Ultimate and £70 EE Game Card bundle, XBOX arrived today and an SMS telling me how to redeem £70 Game Card but nothing regarding accessing GPU? Finally go to talk to someone from EE who informed me that it takes up to 14 days for the GPU link to be sent out? Hmmmmm… so why send £70 Game Card Voucher but not the actual thing I need to play the games?
the other kicker is that you only get free returns within the first 14 days?

Re: Bought XBOX X with 24 month of Game Pass, come to Xmas day and pass not there !?

Alex_H — Fri, 27 Dec 2024 16:17:05 GMT

Hi @Kamster,

Welcome to the EE Community

If this is a bundle you have added to one of your mobile numbers, the activation process for the Game Pass is to visit ee.co.uk/xbox and enter the number the Xbox bundle has been added to. If you have multiple numbers make sure it is the one the Xbox is being billed with. Once you confirm a PIN sent via text the Game Pass would show there with an Activate button.

Give that a try and see if the pass shows there to activate.

Alex

Re: Bought XBOX X with 24 month of Game Pass, come to Xmas day and pass not there !?

Alex_H — Fri, 27 Dec 2024 16:21:59 GMT

Hi @ΔĐΔΜ,

Welcome to the EE Community

If you have also added the Xbox bundle to your mobile number, please try following the link ee.co.uk/xbox and instructions in my last reply to see if you are able to activate the Game Pass.

Alex

Re: Bought XBOX X with 24 month of Game Pass, come to Xmas day and pass not there !?

ΔĐΔΜ — Fri, 27 Dec 2024 17:15:46 GMT

Many thanks for the quick response! I can confirm that the bundle is linked to my phone number, I followed the instructions you sent, unfortunately all I received back was

We are experiencing technical problems right now, please try again later.

So I will try again later today, super frustrating though! Thanks again for the quick response

Re: Bought XBOX X with 24 month of Game Pass, come to Xmas day and pass not there !?

Alex_H — Fri, 27 Dec 2024 18:13:07 GMT

@ΔĐΔΜ That error is often due it not liking something about your connection or browser. If you are using Safari in particular I would recommend trying on an alternative browser such as Google Chrome or Firefox. As well try on both WiFi and your data connection.

Also make sure you do not have any VPN enabled or iPhone private relay if you are doing it on an iPhone. And you are still having issues, try an alternative device like another phone or laptop/PC if you have one available.

Alex

Re: Bought XBOX X with 24 month of Game Pass, come to Xmas day and pass not there !?

Kamster — Fri, 27 Dec 2024 21:03:48 GMT

Hello,

At last it got sorted 5pm this afternoon after i made another call to EE, and the assistance of the higher tech support people.

So please don't lose faith if your having issues contact EE on 150 (i used mobile tech support). 23 mins on the phone got the text sent to the correct number (don't ask). Followed instructions and done. When you enter the link they sent ee.co.uk/Xbox, it asks for your number, it then sends your phone the number you gave a security pin. Put that in, click activate when it comes up, it then sends you to Microsoft re your Microsoft/Xbox Account login, log in, hit proceed and ok and within a few mins Xbox gets the 24 months of Game pass (rolling month by month)

Important Tips: Log out of WIFI on your mobile before doing the above and download google chrome before hand. Then you wont have any other issues as advised by EE senior tech support.

Hope this helps people.

Thank you Mick

Re: Bought XBOX X with 24 month of Game Pass, come to Xmas day and pass not there !?

ΔĐΔΜ — Sat, 28 Dec 2024 08:53:01 GMT

Hi, so I have an update on the situation.
I logged into ee.co.uk/xbox via chrome, received the one time pin for my mobile number that’s linked to the purchase bundle, I was able access the account for activation, however this is where I get stuck!

It’s saying that I have no tech addons linked to my account? What I am confused about is why I have been sent the £70 EE voucher code but not the GPU code? This is so disappointing as it states at time of purchase I would be able to access everything as soon as it’s set up!! Debating whether to just return the console and go with a different provider because at this point who knows when I will be able to use it.

Re: Bought XBOX X with 24 month of Game Pass, come to Xmas day and pass not there !?

Lesley_W — Sat, 28 Dec 2024 10:27:18 GMT

Thanks for the update @ΔĐΔΜ

If there isn't an add-on to activate, it sounds like the product from your account is missing. Is this what the team said would be added within 14 days?

Lesley