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?

[Peter_W]

@Hermit24 I'm just going off the details that you've shared so far, but as we don't have direct account access via the Community, it's not possible for us to confirm 100% how this is set up.

The last thing we'd want is for you to be charged though.

If you're not able to call or use the text relay service, then the other option I could recommend would be to raise this directly with our dedicated complaints team via our web form.

If you explain that you're unable to speak with us over the phone, they will do their best to correspond with you on this via email.

Peter

[Hermit24]

I still haven't received any text message regarding the game pass which in the terms and conditions it states I should have received within 7 days of receipt of the Xbox. I have completed the form but haven't heard anything from EE yet either and the confirmation also didn't state when I would hear from them which is abysmal service when I've already paid for these what with the £20 deposit and the monthly payment. Disgusting service from EE especially if you have disabilities.

[Christopher_G]

Thanks for filling in the form, @Hermit24 

A member of our complaints team will be in touch with you within seven days of it being submitted. They will handle your complaint and try to get the service activated for you as soon as possible.

Thanks for your patience so far. Please keep us updated with what happens.

Chris

[Hermit24]

I just thought I'd update to say that the complaints team is the way to go if you haven't received the text to enable the gift card or game pass as they issued a QR code with text link which then did work and I had a text confirming free renewal of the game pass rather than being incorrectly charged £12.99 on  top of the tech bundle cost. It also pays to check your terms and conditions as an EE staff member incorrectly advised it would take at least 14 days for the text when it should be within 7 days according to the tech bundle terms and conditions. 

I've also suggested more training for EE staff due to much of the information provided by them being incorrect or inaccurate. 

[selina83]

I am having exactly the same issue, bought an Xbox tech bundle with pass, was told I would have to wait 7 days for the kink for the pass. Didn't even get a link so contacted EE who told me to text xbox to 150 and now I'm being charged for it.  I either want the link or the equivalent value of it on my bill

[Alex_H]

Hi @selina83,

I am sorry you have been having an issue with activating the Xbox Ultimate Game Pass from your Xbox bundle. The link to activate the pass is just ee.co.uk/xbox and you enter the number the bundle is on and confirm a PIN then complete setup.

As you mention now being charged for the Xbox Game Pass I would recommend giving our team a call on 150 from an EE mobile or 07953 966 150 from any phone. They can check and remove the chargeable version of the add-on if it is active, and make sure the free bundle version is active instead. Once that is confirmed active on your number you would just need to go to the link I mentioned to activate it with your Xbox account.

Alex