topic Re: Xbox Game Purchases in Broadband & Landline

Xbox Game Purchases

SL888 — Sat, 17 May 2025 18:45:35 GMT

We recently moved from Virgin to EE as I couldn't resist their clever advertising....

The problem I'm having is I can't purchase any games or addons from my Xbox, when it prompts me to validate\purchase via the QR code which i do on my phone nothings seems to happen. My phone approves everything with my account but it doesn't seem to talk back to the Xbox and when I try use the option use Controller....nothing happens either. Everything used to work on Virgin. What has changed is my internet and phone are now with EE.

Any advice would be great.

Re: Xbox Game Purchases

Mustrum — Sat, 17 May 2025 20:44:39 GMT

@SL888 which router and broadband service do you have?

Do you have parental controls activated?

Re: Xbox Game Purchases

SL888 — Sun, 18 May 2025 13:13:28 GMT

I've doubled checked and switched off any parental controls on my broadband and Phone through the phone app.

We have a smart hub plus. Full Fibre 300

Re: Xbox Game Purchases

SL888 — Sun, 18 May 2025 16:53:27 GMT

Another thing to add is that I have bought an addon to a game via my laptop, no issues. It says "I own it" in my account but on my Xbox if I go and find it says to purchase...which then brings up this QR code.....and won't let me download as I mentioned previously.

Re: Xbox Game Purchases

SL888 — Sun, 18 May 2025 19:14:34 GMT

Do i need to configure anything on my router

Re: Xbox Game Purchases

Alex_H — Mon, 19 May 2025 15:05:00 GMT

Hi @SL888,

There shouldn't be anything you need to do on your router just to make a purchase on your Xbox. Sometimes for online gaming you may need to port forward or enable UPnP etc but I have not heard of it effecting just making purchases.

Presumably when you purchased on your laptop that was whilst on the EE WiFi? Have you tried another connection on the Xbox such as your mobile hotspot to see if the same issue occurs?

Have you tried signing out of your Xbox and back in to see if it syncs the purchase you made? Do you get any of the specific error codes/messages that are on this help page ? Xbox payment error messages and codes | Xbox Support

Alex

Re: Xbox Game Purchases

SL888 — Fri, 23 May 2025 21:09:08 GMT

Sorry for the delayed response. Yes, purchases were made on my laptop via the Xbox\Microsoft store. I made contact with Microsoft but there weren't too helpful. Even now when I login to my Microsoft Account and go my purchases. The Addon is there, and I own it. If I click the Install to option and select Console\My Xbox the addon gets queued for installation but never happens. Something must be blocking it...? On my phone I went to the Advanced Web Protect which is enabled and it shows blocked connections to my Xbox on Port 80 which matches up with the times I was testing but when I disabled that it made no difference which is strange as I'm sure thats the cause.....I'll going to give it while and test later again

Re: Xbox Game Purchases

Leanne_T — Sat, 24 May 2025 07:01:19 GMT

Hi @SL888

Thanks for coming back to us.

If the same happens when you test this again later, please give us a call on 150 from the EE device and the team will get the purchases looked into for you.

Thanks very much 🙂

Leanne.

Re: Xbox Game Purchases

SL888 — Sat, 24 May 2025 19:03:26 GMT

Thank Leanne. I'll keep you posted...

Re: Xbox Game Purchases

SL888 — Sun, 26 Apr 2026 18:07:41 GMT

Does anyone have issues doing purchases on the Xbox through Microsoft. In game purchases. It used to work on my previous internet but not EE?

I scan the QR code on my phone and do the normal stuff but it doesn't seem to chat back to the Xbox so the purchase just sits there. If I login on any other device, laptop or phone and purchase the addon directly through the website it works and the game picks it up...................

Let me know your thoughts. I tried pretty much everything.

PNP and DMZ

Re: Xbox Game Purchases

SL888 — Sun, 26 Apr 2026 20:28:39 GMT

Still not working

Re: Xbox Game Purchases

bobpullen — Mon, 27 Apr 2026 07:09:27 GMT

@SL888 - What Xbox do you have and how is it connected (wired or WIFi)?

What exactly are you doing and on which devices? Perhaps you could provide a step by step explanation?

I have an XBox so might be able to try replicating the problem but I don't recognise some of what you're saying e.g. I've never been prompted to scan a QR code when making purchases 🤔