Not had X-Box game pass sent

[Pixamy]

Hi everyone,

I wanted to share my experience with switching to EE, which has been quite challenging. We made the switch primarily for the Wi-Fi 7 card in my PC, expecting to receive the Wi-Fi 7 Hub. Unfortunately, we were misled and ended up with the standard black router instead.

Initially, I intended to sign up for the 1.6 package, but the representative advised me that it didn't come with any current offers. They suggested the 1GB package instead, assuring me I would receive the new router and an Xbox Game Pass. However, while my terms and conditions indicate a 12-month Xbox subscription, I haven't received a code or any confirmation yet.

To make matters more complicated, I was told our internet setup was scheduled for the 10th, but I've since discovered it’s actually set for the 23rd. I’m unsure if I need to wait until then for everything to be resolved.

I’d appreciate any advice. I've already raised several issues as part of my complaint, but I'm unsure if I should call back to specifically address the Xbox Game Pass situation as well.

Thank you!

[Alex_H]

Hi @Pixamy,

Welcome to the EE Community

I am sorry that you have had a poor experiencing with joining us. If I understand your post you have an open complaint at the moment for the issues you have had, that you are waiting to hear back from? 

Regarding the Xbox side of things, that does only begin once the Broadband does go live. Once the broadband goes live you should receive an e-mail within 14 days letting you know its ready to activate. It has the instructions in the e-mail, but once you receive that you login and go to Plans and subscriptions> Manage gaming to activate.

Alex

[JimM11]

@Pixamy The public forum has no account access, and know idea about who/what/were/when that happened when you ordered, how complicated the changeover is or what is involved, setup is this 10th Oct now to be 23rd Oct, normally it's 14 day's from agreeing, will be on the order confirmation e-mail, etc, you can have the new router is a £10/month addon, wither it is currently available is something else, but check your e-mails, and or your account order. 

Manage Your Microsoft Products | Gaming Help | EE

[Pixamy]

They advertised I would get the new router, I am absolutely not paying for their false advertisement to co-head me into a sale. 

 

[Pixamy]

I am awaiting to hear back yes, I was told it would be this week but it appears when I rang them back up to let them know the wrong router was sent they said someone won’t get back to me till the 24th- so unfortunately even more deception. 

I’ve also saw online I could pick what TV box I wanted, but was never given this choice. Is it true I could have picked an Apple TV or have I misunderstood?

[Michael_D]

Thanks for explaining @Pixamy.

I am sorry that you keep getting different information regarding the complaint. If you did want to discuss it further before someone comes back to you, you can give our broadband team a call again, or if you aren't satisfied with the service over the phone, you can escalate the complaint to our dedicated complaints team.

With regards to the TV box, you should get the choice of taking the EE TV Box Pro, EE TV Box Mini or Apple TV 4K. If that wasn't offered, and you would prefer Apple TV 4K, I would recommend giving our team a call to see if that can now be changed.

Michael