Xbox Bundle including 24 month Gamepass

[DaiPenclawdd]

Morning all,

Not having much luck with the EE support route so hope someone may be able to help here.

I purchased an Xbox Series X which came with 24 months gamepass. Unfortunately I cannot find the 25 character key needed to activate it on the Xbox. I've checked my EE account add ons and inclusive extras but there is nothing there, just the included extra with my mobile contract (Netflix). The only email and texts I received from EE were order confirmation, courier tracking and EE game card (which was also part of the bundle).

Anyone have any idea or pointers please, I'd be very greatful!

Many thanks, David.

[Linzi_H · Accepted solution]

Hi @DaiPenclawdd 

Welcome to the community.

I know you'll be eager to get this all sorted out. 

When you've chatted with our customer service team, what have they advised?

Have you purchased this as an add to plan to your mobile contract?

Linzi 

[DaiPenclawdd]

Hi Linzi,

I think we are there. After speaking with two people, I finally had a call from a really good tech in Portsmouth. This sounds like a common issue that they have some form of a fix for. There are variations of the issue but it's definitely there and known about.

In my case, the system needed a kick. There was no gamepass logged that I as the customer could see or activate from my EE web login or app. Having been sent to ee.co.uk/xbox, put in my number, put in the pin, the next screen just stated that I have nothing to activate. That was the glaring error. Now, a monthly add on has solved the immediate issue and provided the gamepass, but next month will test whether that continues for the 24 month period without charges.

I think the call to 150 and talking to a tech is the crucial step. Some of us were finding that difficult on Boxing Day, but they got there and hays off to them.

Thank you for jumping in and checking.

All the best, David.

[DaiPenclawdd]

Hello again, 

Also, to answer your question about mobile contract - yes, already had the mobile with one free inclusive (Netflix); but this was a bundle offer in November over a 24 month period, including Xbox, EE game card (works fine) and 24 month Xbox gamepass (where the problem was). Being old fashioned I expected it in the box with a scratch off panel to reveal the 25 digit code. That wasn't the case.

Since they could see my order, they walked through the problem and could see where the error was. They're also going to have to look at the backend and automation as something is a miss if it's not adding the gamepass to customers account in order to activate.

Best, David.

[Linzi_H]

I'm so pleased to hear you've managed to get some help with this. 

Thanks so much for popping back to let me know, and hopefully, things will run smoothly from here @DaiPenclawdd 🤞

Linzi