Xbox birthday present - so upset

[UltimateelyAnod]

Hello,

I bought an Xbox with ultimate game pass from ee for £33. This was for my son’s birthday. He is 6. 

We thought that getting the game pass would be good as at 7 we weren’t sure the games he would get on with. and this could be expensive if we get it wrong. 

The Xbox turned up and my son was over the moon today getting his game console. 

I tried to setup today but we hadn’t sent the ultimate activation pass so tried to call them.

safe to say that we have got no further forward and they say they don’t do it/can’t do it/microsoft have to do it. I’ve checked with Microsoft and no problem their end. 

I have been on the phone to ee all day and to no avail apart from be moved about from dept to dept. 

I have received the activation link ee.co.uk/xbox but its doesn’t work. 

please help

[UltimateelyAnod]

I spent ages on phone to the them literally 8 hours. 

no help whatsoever. 

all I need is a 25 digit code. 

mental. 

ee have failed big time. 

[Michael_D · Accepted solution]

I can understand your frustration @UltimateelyAnod. 

While the team don't have the codes themselves to give to you, they have a process to follow to help to get it activated, but it certainly shouldn't take that amount of time.

If you are not getting anywhere with the team over the phone, you can raise a complaint, which can be done by calling again and requesting to speak to a manager, or you can make a complaint online and a member of the team will get back to you.

Michael

[UltimateelyAnod]

Not resolved. 

ee only just ringing me today blaming Xbox Microsoft. 

Xbox sitting on the side 

[UltimateelyAnod]

Apparently now have to wait until 21st until it can be resolved. 

a date needs to be booked apparently. 

didn’t realise this was a thing for a digital service. 

sons birthday on the 10th of this months and the earliest they can resolve is the 21st. 

all I need is a 25 digit code. 

it’s bonkers. 

product was ordered on the 2nd.

do not use ee for anything. 

we shall be removing all services from ee at the end of each contract. We have 8 devices on contract with them. And I cannot believe how they have handled this situation. 

can’t talk to anyone in charge as I’m a business customer. So have to talk to call centre only. Nobody in call centre seems to understand the problem.