Unlimited full works plan, Google AI Pro - items missing

[Timbo_UK]

Hello all, I've had the Unlimited full works SIM only plan for a few months. Set up easily into my Google account and I got all the benefits listed on Google and EE. 

Now my Fitbit premium has disappeared. Also when I try to access my Google one account it says managed by EE and I have to contact them. How do I do this as I want to go to the next tier on the Google home. 

[Matt_124 · Accepted solution]

Unfortunately there is nothing EE can do on this as they are still providing your AI Pro subscription and do not provide the underlying entitlements on Google's side. 

A help page can be found here on Google's site for Google Home and Fitbit Premium with AI Pro: https://support.google.com/googleone/answer/14674938?hl=en-GB&co=GENIE.Platform%3DAndroid 

If you wanted to change your Google One subscription to any other tier then this is not supported - your Inclusive Extra is for the AI Pro plan and there wouldn't be a way to pay the difference and upgrade this to another tier.

[Timbo_UK]

Hi Matt,

The AI Pro plan still list Fitbit Premium as a benefit though:

https://one.google.com/about/plans?hl=en-UK&g1_landing_page=0https://one.google.com/about/plans?hl=e... 

[Matt_124]

Yes I am aware, the troubleshooting and linking steps are at the link I've provided above.

Other than that you would need to request support from Google as to why your Fitbit Premium was removed and can't be reactivated.

[Timbo_UK]

Been on with Google One support chat:

"Yes, even though your travel to Spain was brief, the system likely detected your presence there. Since Spain is not eligible for that offer, the Fitbit Premium access was automatically removed from your account"

Looks like my holiday triggered the removal. Leaving here for others in case they get the same issue. 

Waiting for a resolution from Google.

[MrsWesty2015]

I am also having this issue!!!

[Timbo_UK]

I'm still waiting on a response from google 😞

[Timbo_UK]

Hi Matt, any clue as to how I disconnect EE from my google account so I am in control again?

[Kelstern]

Same question from me. I switched my inclusive extra away from google 1. I found that it should reset after a billing cycle, but that was 2 days ago and i am still tied to ee and cannot control my subscription.  I want this since fitbit premium is no longer part of the 2tb package.

[Timbo_UK]

So looking through the help that Matt had posted previously I found this:

 got to be related. Obviously either of the 2 packages EE offered classed as existing. So likely everyone lost Fitbit premium on 1st October. 

Packages need resetting (by EE) to the new versions.

Frustrating that even Google support don't know this and said I lost mine due to travelling to Spain at the end of September.

How do we get this escalated within EE?