Xbox Game Purchases

[SL888]

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.

[Mustrum]

@SL888   which router and broadband service do you have?

Do you have parental controls activated?

[SL888]

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

[SL888]

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.

[SL888]

Do i need to configure anything on my router

[Alex_H]

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 

[SL888]

Hi

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

[Leanne_T]

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.

[SL888]

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