Can't activate my Google AI Pro

[rigobertoxiii]

Hi, I've not been a EE customer for long. I joined a week ago and since then I am trying to activate my Google AI Pro add-on with no success.

 I am on a Unlimited Full Works Plan. 

For the past week I tried to activate my add-on through the app/website/tried different browsers/ wifi on-off. Nothing seems to work. I put my phone number in, get the code and then I get the following error: "We are experiencing technical problems right now, please try again later."

I called customer service a number of times. Every time I called, I got a different answer. First they said they said there was an outage on the website and that is causing this. (a weeks later is still there. the website works fine by the way). Second they said to wait till my first bill comes through (that came in yesterday, still not working). Then they sent me to Google apparently that is their fault (this is the EE website, I don't know how Google can help). 

Even went back into the shop and the person there was super kind trying to help with my issue, calling support for me but he got the same answers "just wait it will be fixed". 

I was also told that on their side my extra appears as activated but on my side appears as not activated.

As a new customer I am very disappointed with the customer service as I got no help. I am actually thinking to just cancel my contract if this issue will not be sorted soon. As I'm paying for the extra and I can't use it. 

[Peter_W]

Good afternoon @rigobertoxiii.

Thanks for reaching out to us about this!

When you've queried this with our team, have they checked to make sure that the extra is definitely active on your account correctly?

Also have you had a chance to try the redemption link in Chrome yet?

Peter

[rigobertoxiii]

Hi Peter, 

Thank you for the quick reply. All the support people I spoke too say that the extra is active. So I am guessing is is activated correctly. When I called earlier today I even asked if they somehow can reset it. They said they can't do it and all I have to do is wait for the error to fix by itself. 

I did try on Chrome as well, still the same error. 

It has been a week surely if there was an outage for real that would be fixed by now.

[rigobertoxiii · Accepted solution]

Hi, 

Somehow this morning it worked. Not sure if something was done on EE side or what. 

This is the steps I followed: 

- On the Google Chrome app I went on the link that EE sent me to activate Google One (ee.co.uk/googleone)

-As soon as the website loaded I still got the error but this time it had a "Done" button there. 

- Tapped on Done and then it prompted me to log in into my EE account

- Logged in

- At the bottom of the main page there is a tab called "Picked for you" where I had Google One Extras

- Tapped on Activate Now 

Somehow it just worked and it took me to the Google website to activate my Google One AI plan.

Hope this helps other people that have this issue.

[Leanne_T]

Thanks for coming back and sharing how you got set up @rigobertoxiii 

I am sure this will be useful for other users too 🙂

Leanne.