Microsoft 365 Inclusive Extra not renewing

[teribus13]

Hi,

I selected the Microsoft 365 Inclusive Extra when I renewed my contract with EE in May 2023, but it appears to no longer be valid in my Microsoft account. I wonder if switching Inclusive Extras in August 2023 has caused an issue?

Previously, when I logged in to Microsoft, it showed that my 365 subscription was from EE/BT. However, today I am getting a notification saying I don't have a 365 subscription, and when I log in it has me as being on a free 365 account, rather than 365 personal.

Looking at the order history in Microsoft, it shows a code redeemed in May, June, July and September, but none since.

In August, I swapped my Inclusive Extra from Microsoft 365 Personal to the Roam Abroad pass as I was going abroad on holiday and reasoned that paying the £5.99 for my 365 Personal account for the month of August was cheaper than paying £2.29 per day for the 12 days we were abroad so that I could use my phone abroad.

In September, after the 30 days had elapsed, I switched back to the Microsoft 365 Personal Inclusive Extra, followed the activation link sent by text, and a code was redeemed in September in my Microsoft account. No codes have been redeemed since. Microsoft have now deactivated my Microsoft 365 Personal benefits such as the 1TB OneDrive storage, instead reverting to the free storage limit of 55GB.

The Microsoft 365 Inclusive Extra still shows as active in My EE, but Microsoft show me as having no 365 Personal subscription.

[James_B]

Hi @teribus13,

Welcome to the EE Community. 🙂

I'm sorry to hear you've had issues using your inclusive extra.

As it is still showing as active in the EE app, I'd recommend contacting Technical Support so a member of the team can take a look at this for you.

Thanks

James

[Mw61]

Hi James, 

Just got off the phone with EE customer services to discuss my upgrade. Was informed during that call that my Microsoft 365 add-on would be discontinued as EE are no longer offering it.

My immediate reaction was disbelief, as my subscription hasn't even been open for a year and I wasn't  informed at any point that EE could end it at any time without any prior notice (but I'm guessing it's probably all in the small print!)?

I'm also guessing that this is just another on-boarding strategy for Microsoft 365 to funnel paying subscribers. Fair enough, but it's a bit cynical, as I would never have started creating documents on the platform if I knew EE would suddenly leave its add-on customers high and dry!

Just wanted to clarify the situation for other community members. Microsoft 365 has been discontinued as an EE add-on.

[Matt_124]

Yes unfortunately EE reserve the right to discontinue or amend their Inclusive Extra offerings.

I believe Microsoft 365 ceased being offered as an Inclusive Extra option as of Tariff Refresh on the 29th August 2024, but those that had it selected on their current plan were able to keep it until they switched it out for another option or changed plan.

This may have changed, but it could be worth contacting CS or visiting ee.co.uk/microsoft to see if you can reactivate it if it is still selected on your account.

Below is taken from the Inclusive Extras T&Cs:

"We may at any time change the range of Inclusive Extras available, the content of Inclusive Extras or
the minimum length of time each must be active for. We will try to notify active users of the affected Inclusive Extra if we do
this but are not obliged to. Each Inclusive Extra may take up to 24 hours to activate. Third party subscriptions may be required."