topic Re: Cannot access the XBOX game Pass in Gaming

Cannot access the XBOX game Pass

JessB1990 — Fri, 16 May 2025 12:17:10 GMT

I know this has been mentioned many times but every fix I've found doesn't work. I've also called EE and that solution hasn't worked either.

I've just had EE broadband installed. I've been with EE mobile for years and just switched to include broadband. I got the gamer bundle which included the Xbox game pass ultimate. I got the link text (ee.co.uk/go/gaming) eventually it showed up to activate the pass, clicked accept t+c and continue but it wouldn't let me past this point and just kept me at the continue button.

Called EE who said use ee.co.uk/xbox. So tried this, logged in and it says that there is nothing to activate and maybe I've been sent a text and to try that instead. Well I've obviously tried that but the link was wrong. On the phone call, I was also just told that, if the /xbox link didn't work then oh well guess it's not working then, and that was it. No other solution.

What am I supposed to do now because I've tried both links, called, tried the only thing that shows as an activate button and that doesn't load?

Any help would be greatly appreciated.

Thankyou

Re: Cannot access the XBOX game Pass

Debbie_G — Fri, 16 May 2025 14:31:47 GMT

Hi @JessB1990.

Welcome to the community.

I'm sorry you've not been able to get your Game Pass activated.

Could you try another browser to see if this helps?

Does the Xbox Game Pass add-on show on your EE account?

Debbie

Re: Cannot access the XBOX game Pass

JessB1990 — Fri, 16 May 2025 15:17:37 GMT

Hi,

I hhave tried Google Chrome and Samsung Internet browsers. Ice also rried on my Samsung phone and on an iPhone.

Re: Cannot access the XBOX game Pass

JessB1990 — Fri, 16 May 2025 15:20:56 GMT

And yes, sorry, I can see the Game pass on the account. I am able to go onto plans and subscriptions, Broadband, Gaming, then f4om there it says Game pass, you have this included.

Then on that it says activate. When I click this it gives the brief description, the t&c check box and a continue button.

I check the t&c and click continue and it says loading but then stops and doesn't move onto the next but, which i believe is supposed to go onto Microsoft to login.

Re: Cannot access the XBOX game Pass

Debbie_G — Fri, 16 May 2025 16:04:56 GMT

Thanks for getting back to me @JessB1990.

I'd recommend getting back in touch so this can be escalated. Please give us a call on 150 from an EE Mobile or 0330 123 1105 from any other phone. One of our guides will be able to send a form to the relevant team to get the offer activated.

Debbie

Re: Cannot access the XBOX game Pass

JessB1990 — Fri, 16 May 2025 16:27:41 GMT

I have done this. The gentleman has said that I have to wait 14 days before I can use it.

The message I received and the email I got both state that I should activate it within 14 days and as I can see it and it has an activate button I would assume I can activate it any time?

He has said that it's a miscommunication and that it is after 14 days not within. And that if I do i5 sooner I'll probably be charged.

I've checked my add-ons and it also shows there and it shows as free.

I don't want to wait past 14 days in case this makes the link void. But if this is an error in typing then should I wait?

As I've already called today and now used the online live chat and now hoping here will solve this 😭

Re: Cannot access the XBOX game Pass

Debbie_G — Fri, 16 May 2025 17:27:20 GMT

Thanks for letting me know @JessB1990.

How long ago did your broadband go live?

Debbie

Re: Cannot access the XBOX game Pass

JessB1990 — Fri, 16 May 2025 18:44:40 GMT

It went live today about 9am.

I had all the confirmation emails sent over as well. They confirmed they did the checks and everything was running and active too.

Re: Cannot access the XBOX game Pass

Lesley_W — Sat, 17 May 2025 07:50:34 GMT

Thanks for the extra info @JessB1990

If the product is showing on your account it should be there to activate. Are you using a PC or a mobile device to try and activate it?

Lesley

Re: Cannot access the XBOX game Pass

JessB1990 — Sat, 31 May 2025 21:11:30 GMT

Sorry for the late reply

I called ee and they said I had to wait 14 days cool off period so I have. But I still have the same issue.

I've used my mobile and PC, I've also used Chrome and Edge as well as Chrome on my mobile and Samsung Internet. None let me activate this.

I can see this to activate it in my plans and subscriptions still but unable to but it doesn't show on the app still in my add on section.

I called them up again today and they still didn't know what was going on or why and said they will fill in a form and escalate it.

This is part of the Gamer broadband bundle so I shouldn't be paying for the game pass as its part of the deal.

I can add it myself manually by clicking add game pass on add ons but then I get a text message saying I will be charged £12 for it.

Re: Cannot access the XBOX game Pass

Lesley_W — Sun, 01 Jun 2025 08:04:02 GMT

Appreciate you popping back with an update @JessB1990

I'm pleased the team have escalated this, it sounds like it's in the right hands to get the inclusive one added.

Lesley

Re: Cannot access the XBOX game Pass

christophersand — Fri, 27 Jun 2025 17:50:11 GMT

i have this exact same problem too my internet went live Thursday 26th. game pass didn't show up until today 27th i click activate. check the i accept box it says loading then goes back to continue. i cant use ee.com/Xbox as i dont have an ee mobile number i use Vodafone. ive tried different browsers edge,chrome and firefox even tried the ee app which takes to built in browser and i have tried edge on mobile and chrome too.

Re: Cannot access the XBOX game Pass

Alex_H — Sat, 28 Jun 2025 08:26:52 GMT

Hi @christophersand,

Welcome to the EE Community

If you are unable to activate your Xbox Game Pass bundled with your Broadband via your online account, please give us a call.

If you let them know you have the Manage Gaming tile in your account but are unable to complete setup, they will be able to run some checks and help with activation.

Alex

Re: Cannot access the XBOX game Pass

JessB1990 — Sat, 28 Jun 2025 14:00:51 GMT

After I g9t this escalated, I did get it sorted.

This went to the Gaming team I believe and they sorted it, gave me a call and put the code onto my account and activated it for me.

There is a 14 day cooling off period from activation of the Internet and the game pass. So it would be 14 days after 26th before it would theoretically work, so I would wait for day 15 and then try it and if it still doesn't work, call the team up and explain the whole thing and ask for it to be escalated.

I don't know if its the way these are added to the account or not that is causing the issue. But I did get it fixed in the end.