Haven't received my Xbox GamePass activation details

[Peebs19]

I added an Xbox Bundle to my account. I recieved the console and my £70 game card but no gamepass activation details yet. The ee.co.uk/Xbox is showing nothing to activate. Any suggestions?

[Alex_H]

Hi @Peebs19,

Welcome to the EE Community
 

If you have more than one number on your account, make sure to double check which number the Xbox is being billed on, as that is the one that needs entering at ee.co.uk/xbox 

If it is showing nothing to activate though when using the number the Xbox is being billed on, please give us a call on 150 from your EE mobile as one of our guides will need to manually add the Game pass part of the bundle for you to then activate on the link.

Alex

[Peebs19]

Thanks Alex, I spoke to them.  I only have one number. Appears that the 14 days grace period needs to end and then I should receive the activation details.

Probably something that should be communicated better in the communications. I'm also not confident that I'll receive them straight away looking at other people's experiences in other posts on here. So imagine I will have to call again and force it through but let's see.

[Ali_A]

Thanks for getting back to us @Peebs19 

Please keep us updated with how you get on after the 14 days. 

Ali 

[Peebs19]

So after 90 minutes across various calls today we still have no resolution and I feel like I've been thrown around the billing and technical teams and no one knows what to do (like I suspected above). I was originally fobbed off for some nonsense reason and now EE can't even fix it. A complaint case has been raised however I have no idea when this will be resolved and I'm currently paying for a service that is advertised on your website and not getting it. I've received no offer of compensation either so once this is fixed I'll be making a separate complaint. I have no confidence that this will get fixed anytime soon. Do you guys want to feed this information to the right people or just allow your false advertising to continue?

[Ali_A]

Thanks for the update @Peebs19 

Our Games pass has been working successfully for our customers. It sounds like there has been a technical issue with the activation on your account though. I understand this will be frustrating experience. 

It's great you have been in touch with the technical team, and I'm confident they will get it working for you after completing their investigation. 

Ali

[Peebs19]

Don't worry Ali, there's no need to apologise - oh wait you didn't!

For information, the technical team didn't want anything to do with and wouldn't help me!!! They immediately passed me back to the billing team who sounded like they were on the first day of the job and kept asking me for help. 

So no, it's not great that I've been in touch with the technical team, who actually couldn't be less interested in my issue and were extremely rude. It sounds like you agree this was a technical issue

And I don't believe that this has been working for other customers at all, I think you just bank on customers forgetting that GamePass is eligible for them with this deal and then never have to then serve on your false advertising. The whole experience has been pathetic and incompetent. 

[Ali_A]

@Peebs19 
I'm sorry to hear you have felt your issue has not been dealt with as you'd expect, and that you've had this experience with activating your games pass.
When you called Customer Service, did they raise a ticket for you? We wouldn't want you to miss out or be disappointed with any aspect of our services, including any promotions we have, however if you are unhappy with how your query has been dealt with, you can raise a complaint with the Customer Service team who will escalate this for you. 

If you go into your EE app / online account. > View add-ons > It will show your active add-ons. 
Can you tell me if the Games pass show in there? 

Ali 

[Peebs19]

GamePass is not showing there. There's nothing to activate at ee.co.uk/xbox.

See photos.

[Ali_A]

Thanks for the screenshots @Peebs19 

You have the gaming bundle showing for the Xbox, but you appear to be missing the Xbox gaming subscription from the account, which is why following the link does not add anything. 

Please give our Customer Service team a call and let them know you're missing the Xbox games pass product and a guide will be able to raise a ticket to have that added for you straight away. 

Ali