Xbox GamePass Ultimate 6 Months Free Not provided

[Phoenix786]

Hi there!

On 23rd July 2024, I moved my broadband from BT to EE. This is the 500mbps package. As part of this, I am supposed to be given Xbox GamePass Ultimate free for six months. Unfortunately, I have not received it yet.

I called EE last week on 14th August to seek help in resolving this issue. I was eventually connected to a gentlemen in the billing department, who took the details of the email address and gamertag used for the Xbox Live account. He said that the Xbox team from Microsoft will get in contact within the next seven days. Unfortunately, I have heard nothing from them.

I will greatly appreciate any support with my issue!

Many thanks,

[Peter_W]

Hey there @Phoenix786 

Welcome to the EE Community 😊

Just so we can be sure on where you're at with this one, when you look at your account online or through the app, can you see the Game Pass subscription active on here? 

If you did, what steps did you take to activate this?

Peter

[Phoenix786]

Hi Peter!

Thank you for your message!

When I go into the subscription section on the EE app. It is showing no active subscriptions. The only option shown is to "shop subscriptions".

Any advice on next steps will be very much appreciated!

Many thanks,

[Peter_W]

Thanks for checking that @Phoenix786.

If this isn't showing on your app, then I'd definitely recommend giving our customer care team another call so we can double check what's showing on your account at our end. 

They should be able to check on the details that were passed over to Microsoft to see if there are any updates with this too.

Peter

[Phoenix786]

Thank you Peter!

Please could you kindly share the best number to contact the customer care team? When I call 150 it doesn't give me an option for the customer care team. I found a number in my email when I switched to EE broadband,0330 123 1105. Please let me know the best number! Thank you!

[Peter_W]

That would be no problem at all @Phoenix786.

I've had a check and I believe the best way to get through would be option 2 to bypass the visual IVR > option 2 for broadband and home phone > option 1 for being an existing customer > option 1 to discuss broadband > option 1 for billing.

Our billing team are the go to for any general customer care queries for accounts, bills and products, so will be best equipped to check this out.

Peter

[Phoenix786]

Hi Peter!

Thank you so much for sharing the steps to reach the billing team. I hope this issue can be resolved as soon as possible! I have not had GamePass for almost a month 😭

Incase of any challenges, is it kay to continue to message you here for guidance?

Many thanks,

[Peter_W]

Thanks @Phoenix786, I'll keep everything crossed you manage to get things sorted!

You're more than welcome to give us a shout with any queries too.

Whilst we aren't able to access customer accounts via this public forum, our team and users will always aim to provide advice when possible, or can help point you in the right direction.

Peter

[Phoenix786 · Accepted solution]

Hi Peter!

Thank you so much for all your help!

Happy to share that I have received the redeemable code for Xbox GamePass Ultimate. I just redeemed it on my Microsoft account!

Thank you again Peter!