Xbox games pass not received

[TK1708]

I added the Xbox series X as a tech upgrade to my account as part of the Black Friday offers where 24 months of game pass ultimate was to be included. I haven’t received the text message with my code and has been over a week now. I received the EE GameCard code but not the Xbox Gamespass ultimate code.  

[Peter_W]

Good morning @TK1708, welcome to the EE Community!

We recommend it can take up to 14 days to receive your Game Pass redemption code, so fingers crossed this should be with you in the next few days. 

If you don't see anything come through once you get to 14 days from delivery though, please give our team a shout and we can take a closer look into things.

Peter

[Alana85]

I’m almost 3 weeks since I received my Xbox and still no sign of the game pass. Customer services are hopeless, they just give you an email address to contact at a company called WaivPay,  and they don’t reply to emails. 

[Lesley_W]

Hi @Alana85 

Thanks for coming to our community.

This doesn't sound right, Have you got the Games Pass add showing on your EE account online?

Lesley

[murray7895]

I am having the same issue, not sure what to do. 

[Katie_B]

Hello @murray7895. 

Thanks for coming here. 

If you have still not received this, I'd recommend giving us a call. 

Our customer care team have account access and can chase this for you. 

Katie

[Alana85]

So after contacting EE several times about this they eventually told me that I needed to text XBOX to 150 and then activate my game pass,  it took multiple calls/online chats for them to tell me this,  feels like nobody knows what they are doing 

[murray7895]

So I’ve done this to be fair but it says that it is going to charge me £12 a month😂 

but it should be 24 months free right? 

just not sure what else to do to get it sorted

[Alana85]

I was assured that it would still be free, I did whilst talking to them over the phone,  like I said it took them 3 weeks to tell me to do this 

[Alana85]

I also got written confirmation via chat that it would also be free by doing it this way