xBox Gamepass Ultimate Cancelled

[MattW-182]

I am paying £31 a month for an xBox series X with a 2 years subscription to Gamepass and suddenly it is showing as cancelled due to non-payment. When I go on the EE app it is now telling me to reactivate for £12 a month. So far I have not been impressed at all with the service from EE as when the xBox was delivered I did not receive a code so had to make quite a few calls just to get the code. Now my 2 year subscription has been cancelled but I am still paying. Can this be fixed please?

[James_B]

Hi @MattW-182,

Welcome to the EE Community.

Have you missed a payment? Do you usually pay by direct debit?

James

[MattW-182]

No I have NOT missed any payments 

[Christopher_G]

OK, thanks @MattW-182 

I recommend speaking to our Mobile Care team so they can check your account and look into this for you.

Chris

[MattW-182]

Excellent. Wasting more time on something I'm paying for but not receiving. 

[EmmTeeToo]

As this is only 2 days old i will jump on your thread to state that I, too, have had Xbox live Ultimate cancelled by BT/EE.
NO i have not missed a payment , I have no interest in sitting in a telepohone queue to speak to someone offshore who has no idea what i am talking about.  I am busy.
Xbox live ultimate was working yesterday 26/01 and today it's NOT.
This isn't a user issue it's EE's issue.  FIX IT,

[Leanne_T]

Hi @EmmTeeToo 

I am very sorry to hear the Game Pass has been removed. This would need to be looked into by our mobile guides on 150 who will have access to your individual account and help you get this sorted. 

Leanne.

[EmmTeeToo]

Matt W,
I get the Xbox live ultimate as as extra as part of my phone contract so i pay via that.
I have paid and continue to pay my bill monthly and uniteruppted so i should have no break ins ervice of my Xbox sub.
That said, like you, i have no Xbox live ultimate.  Either these jokers or some fool at M$ has switched it off.
My money is on an offshore team 😉

We have to help ourselves so this is what you need to do.

Goto ee.co.uk/xbox
Enter your mobile number

Then enter the code they send you
You will then be presented with an "activate xbox live untimate?" button.
Click that and you will see the 25 digit code and a new button asking you to press and visit their partners page, that's xbox.com
Once there you activate the code and Xbox live untimate will MAGICALLY reappear on your xbox live account.
It is as if you had never activated it at all months before when you took out the contract.
Magic.

EE customer unhelpful service - You are welcome.

[itszamora]

Unfortunately the above hasn’t worked for me, so I look forward to wasting time I don’t have tomorrow talking to the customer service team who I suspect will not understand my problem.