Not received game pass info

[Hermit24]

Hello, I ordered the Xbox as part of the tech bundle and I was told I would receive a text to get the gift card & enable the game pass within a week- the week has passed and I have received the gift card but not the game pass info despite it showing on my account as free. I've tried using the link others have posted ee.co.uk/xbox but it is asking for £12.99 a month if I activate which is obviously incorrect. I have tried webchat and no one responded after nearly an hour and I have a speech disability so I can't phone. Can anyone advise?

[Hermit24]

Also wanted to add that when I used that weblink (via mobile network not wifi) & put in my mobile number and the pin that was sent, it offered the option to activate the game pass and it all worked but I had to cancel straight away as the text confirmation said I would be charged £12.99 a month when it should be included so I'm stuck..

[Peter_W]

Hey there @Hermit24, welcome to the EE Community 😊

Let's get this all checked out for you; when you first took out the Xbox, can you remember receiving any texts about redeeming your Game Pass Ultimate?
Also if you log into the EE App and select Manage > Mobile & SIMs > Add-ons & Inclusive extras, does it show a feature for free Game Pass, or just the £12.99 option?
Peter

[selina83]

I have the same issue 

[Hermit24]

You can see here that it's showing as part of the tech bundle but I'm still waiting for the text to be able to enable it (only received text with gift card code, nothing about the bundle yet and the terms state I should have received within 7 days of receiving the Xbox) as if I try using the EE.co.uk/Xbox link it just sets up a separate 12.99 game pass 🙈 

 

 

[Peter_W]

Thanks for sending that over @Hermit24 

It definitely looks like the free Game Pass is active on your account right now. 

Can you please try heading over to ee.co.uk/xbox again, but make sure you're using mobile data rather than WiFi when you use this? 

Peter

[Hermit24]

As I've already stated I did that (on mobile network NOT WiFi) and all it did was take out game pass subscription which I received a text saying I'd be paying 12.99 a month for so I had to cancel it. I don't understand why it's so difficult for EE to sort this as it seems many people have had issues.

[Peter_W]

Based on what you've shared here @Hermit24, it's only the free Xbox Game Pass option active on your account at the moment, so if you were to head to this link, this is the feature it would activate. 

I've had a check of this link from my own number, and if you have no Xbox products active on your account, it simply will give the message 'nothing to activate', and not allow you to proceed any further. 

It would not automatically add the £12.99 option through this page, as you have to add this to your account specifically before it would allow you to activate it.

For absolute peace of mind though, I'd recommend reaching out to our team so they can check the products on your account, and ensure 100% that there's nothing on here that could activate the chargeable option. 

You can send them over another message, or if you can't speak over the phone, there is also the option for our text relay service too, which will allow you to speak with any of our departments.

Peter

[Hermit24]

You are clearly either a bot or aren't reading what I am saying. I SHOULD have game pass ultimate as part of the tech bundle and I SHOULD have received a text within 7 days to activate it as per the terms and conditions (as I did with the gift card), but I haven't received anything in relation to the game pass.

When I searched this forum I saw people advising to use the ee.co.uk/Xbox link but when I did this ON MOBILE NETWORK NOT WIFI I got a text saying I'd be charged 12.99 a month so it clearly has gone wrong at EEs end and I can't seem to sort it and no one is listening on here either unfortunately.  I can't use text relay either unfortunately.

[Hermit24]

Also just to confirm that I should have the ultimate game pass included here's the screenshot of the deal I ordered which states it's included in the cost.