topic Re: Xbox birthday present - so upset in Gaming

Xbox birthday present - so upset

UltimateelyAnod — Mon, 10 Nov 2025 17:31:10 GMT

Hello,

I bought an Xbox with ultimate game pass from ee for £33. This was for my son’s birthday. He is 6.

We thought that getting the game pass would be good as at 7 we weren’t sure the games he would get on with. and this could be expensive if we get it wrong.

The Xbox turned up and my son was over the moon today getting his game console.

I tried to setup today but we hadn’t sent the ultimate activation pass so tried to call them.

safe to say that we have got no further forward and they say they don’t do it/can’t do it/microsoft have to do it. I’ve checked with Microsoft and no problem their end.

I have been on the phone to ee all day and to no avail apart from be moved about from dept to dept.

I have received the activation link ee.co.uk/xbox but its doesn’t work.

please help

Re: Xbox birthday present - so upset

Northerner — Mon, 10 Nov 2025 19:13:51 GMT

Hi @UltimateelyAnod

This is the link you need : https://ee.co.uk/app/validate-otp

Thanks

Re: Xbox birthday present - so upset

UltimateelyAnod — Mon, 10 Nov 2025 19:31:14 GMT

Just tried that. Nope doesn’t work. 404

Re: Xbox birthday present - so upset

Michael_D — Tue, 11 Nov 2025 08:48:49 GMT

Hi @UltimateelyAnod

The link that @Northerner has mentioned is the correct one for activating the Game Pass.

Can you try it again, making sure that the device you are using is on mobile data rather than WiFi. If you see the same thing again, please try another browser or device.

If that still doesn't work, it would be a case of calling our tech guides so they can help to get it activated on your account.

They definitely shouldn't be referring you to Microsoft, as it needs the product to be working on your account to activate.

Michael

Re: Xbox birthday present - so upset

UltimateelyAnod — Tue, 11 Nov 2025 10:11:26 GMT

On normal network. No WiFi. same as what I got at home.

It’s doing my head in.

Re: Xbox birthday present - so upset

Michael_D — Tue, 11 Nov 2025 10:22:33 GMT

Thanks for trying @UltimateelyAnod.

Can you try to go ee.co.uk/xbox instead. It should go to the same place but I want to see if you get any further.

Michael

Re: Xbox birthday present - so upset

UltimateelyAnod — Tue, 11 Nov 2025 10:24:39 GMT

Still same technical error.

Re: Xbox birthday present - so upset

Michael_D — Tue, 11 Nov 2025 10:35:41 GMT

If it is doing that over Safari, please try another browser or device to see if it works for you there.

If it is still the same, it will need a call to our tech guides so they can look at this further for you.

Michael

Re: Xbox birthday present - so upset

UltimateelyAnod — Tue, 11 Nov 2025 17:25:54 GMT

Tried chrome tried laptop.

nothing works.

Re: Xbox birthday present - so upset

Michael_D — Wed, 12 Nov 2025 09:22:56 GMT

If it is still not working @UltimateelyAnod, please give our tech guides a call and they can look into this further for you.

Michael

Re: Xbox birthday present - so upset

UltimateelyAnod — Thu, 13 Nov 2025 07:20:06 GMT

I spent ages on phone to the them literally 8 hours.

no help whatsoever.

all I need is a 25 digit code.

mental.

ee have failed big time.

Re: Xbox birthday present - so upset

Michael_D — Thu, 13 Nov 2025 10:46:04 GMT

I can understand your frustration @UltimateelyAnod.

While the team don't have the codes themselves to give to you, they have a process to follow to help to get it activated, but it certainly shouldn't take that amount of time.

If you are not getting anywhere with the team over the phone, you can raise a complaint, which can be done by calling again and requesting to speak to a manager, or you can make a complaint online and a member of the team will get back to you.

Michael

Re: Xbox birthday present - so upset

UltimateelyAnod — Sun, 16 Nov 2025 10:25:53 GMT

Not resolved.

ee only just ringing me today blaming Xbox Microsoft.

Xbox sitting on the side

Re: Xbox birthday present - so upset

UltimateelyAnod — Sun, 16 Nov 2025 11:54:14 GMT

Apparently now have to wait until 21st until it can be resolved.

a date needs to be booked apparently.

didn’t realise this was a thing for a digital service.

sons birthday on the 10th of this months and the earliest they can resolve is the 21st.

all I need is a 25 digit code.

it’s bonkers.

product was ordered on the 2nd.

do not use ee for anything.

we shall be removing all services from ee at the end of each contract. We have 8 devices on contract with them. And I cannot believe how they have handled this situation.

can’t talk to anyone in charge as I’m a business customer. So have to talk to call centre only. Nobody in call centre seems to understand the problem.