Hi all
Not sure if anyone can help and this is a long tale of woe so apologies in advance…
Essentially back in Oct 2024 I signed up for EE broadband which at the time had 1 year of Xbox Game Pass included. Unfortunately, there was an issue during set-up of my account, and it took many phone calls and attempts by EE to set-up my account but it kept failing due to technical errors on EE side. Eventually in Jan 2025 they decided to start a brand new EE account for me and it went through fine, however now the Xbox Game Pass deal was only 6 months. EE tried to honour the 12 month deal but after 2 weeks and many phone calls, EE finally said that Microsoft rejected the claim as it is only now 6 months. EE then repeated the same process and the claim was rejected again.
After more phone calls (and being passed around 4 departments, having to explain my story every time), EE said they would submit a claim for 6 months Game Pass and then give me 6 months credit (£72) to make up for the other 6 months. I got the 6 months credit and the Game Pass code which I was able to redeem with Microsoft. The EE email came with this warning:
If you see any message relating to 1 month of Game Pass, do not worry, this is only because Microsoft provide this to us on a monthly renewal basis for the 6 month period.
So I entered the code and got the 1 month. However, 1 month later EE billed me £12 for the monthly Game Pass subscription. I phoned up and got passed around 4 departments and had to explain my situation every time over the course of an hour. Eventually I was told I had already got the 6 months credit and 6 month code and to contact Microsoft so I did, who confirmed the code I got sent was only for 1 month. So who is at fault? The guides have been very friendly but don’t seem to understand the issue or even which department to speak to as I literally get passed back and forth.
I asked to raise a complaint as I have spent about 10 hours over a dozen calls trying to get this sorted and now I’m at an impasse. The last EE guide I spoke to said they would raise a complaint on my behalf but I’ve not had any correspondence and I don’t know how it works. Every time EE said they would contact me with an update on the order or claims they never have and I’ve had to call back and get stuck in the same loop.
Essentially it’s been a terrible experience (at least the broadband itself works fine) so I thought I’d lay it all out here in text form in case someone can help!
Many thanks and best wishes
POB
