Game pass activate issue

[eggling]

My boardband package has Xbox game pass ultimate 12 months plan but I haven’t receive any text and email to activate.

How do I activate this?

Thanks.

[Chris_S]

Hi @eggling It's great news that you've taken a broadband package with us, thanks for choosing us as your broadband provider 🙂

You'll receive an SMS within 14 days to complete activation of the service, you can find more info about the offer here

[eggling]

Hi Chris, the boardband already used one month and without any SMS for claim.

Could you please help to resend the SMS.

Cheer

[Peter_W]

Thanks for confirming that @eggling 😊

We don't have access to customer accounts via the Community to get this resent, but if you get in touch with our customer care team, they can help you get this all checked out.

Peter

[eggling]

I contact customer care team on last Saturday and they say will help me to claim it but still no any response until today.

Any solution ?

[Peter_W]

@eggling Are you saying that you finally got a response today, or have you still not heard anything?

If it's been nearly a week and you've still not heard anything, I'd definitely recommend giving them another try so we can check what's showing at our end.

Peter

[eggling]

Hi Peter,

I still not heard anything.

What can I do now?

[Daniel-S]

Hi @eggling,

When you take a full fibre package, you will have received an Xbox Game Pass Ultimate email shortly after the order confirmation email. This email will tell you that you are eligible for the offer and that we'll contact you via email/text message once your broadband is active with instructions for redeeming the offer.

Can you check the Inbox and spam folders of the email address that you used to sign up? There should be a link that takes you through to our website to get the offer.

Thank you

DanielS

[eggling]

Hi @Daniel-S 

I haven’t received confirmation email before and only received a text about my package included game pass and will ready in 14 days.

Also, haven’t any EE mail in my inbox and spam folder.

[Daniel-S]

Thanks @eggling.

As long as you are entitled to the Game pass, you should have received an email. When you contacted last Saturday, a web form to our Xbox team would have been raised. This can take over 5 working days from the first working day that it was reported. This should mean that we contact you by Tuesday at the latest. If you still haven't heard anything back, let me know as I may be able to reach out to the team on your behalf.

Thanks,

DanielS