Xbox Add to Plan Bundle Data Passes

[kevdyas85]

I took delivery of an Xbox Series X Bundle two weeks ago and gave customer service a call today because the Game Pass Ultimate and the Video & Gamers passes haven't been added to the account.

CS have added 'Xbox Gaming Bundle' to my account which has allowed me to use the Xbox Game Pass Ultimate however video and gaming data is still coming out of my allowance (for the services it should be zero rated for). The CS advisor was very helpful but I am not 100% sure she understood what these were of how the bundle works.

To save myself another lengthy phone call - how can I get these included passes added to the account?

Thanks

[Linzi_H]

Hi @kevdyas85 

I know you'll be eager to get this sorted out and get the right add-ons in place.

I would have thought by adding this as a bundle to your account that would cover everything. However, if data (that should be zero rated) is still being taken from your standard allowances then I suspect the Video Data Pass and Gamer's Data Pass need to be added alongside this. 

I would suggest calling again as these may need to be added manually. If you explain the data is still being taken I am really confident that our team can get this sorted out.

Feel free to choose option 1 (after calling 150) for a callback, and this should allow you to leave a brief description of the query, so the team knows what's happening. 

Linzi 

[kevdyas85]

Would the passes normally show up as "Add ons"?

[Matt_124]

Correct, they would appear in your Add-ons section at the top as Active Add-ons.

If you are using a VPN or iCloud Private Relay if on an iPhone, these can obfuscate the details and stop EE from being able to see what the traffic is and zero rating it, resulting in it coming out of your allowance instead.

[kevdyas85]

They're not showing as Add-ons, I made sure that iCloud Private Relay isn't on 

[Matt_124]

Yeah it sounds like they possibly weren't automatically added alongside the gaming bundle. Are there any other numbers on your account that it could have applied to by mistake?

Other than that, CS should be able to add these on for you manually. I believe there is sometimes a text code you can send when you purchase a gaming bundle that activates the various addons, I am not entirely sure of what it is but I remember in-store after purchasing they would have you scan a QR code and/or send a text.

[kevdyas85]

They've not been added to any of the other numbers, I did query it with CS but the thought the bundle itself would take care of them but it definitely hasn't. They really didn't know what they were and kept going to their Team Leader.

[Matt_124]

I would try them again and see what they say, the bundle normally does add it automatically these days, but typically the automatic processes decide they don't want to play ball sometimes but that's what the Contact Centres are there for.

[kevdyas85]

Any tips or key words I need to use to ensure understanding?

[Matt_124]

I would go through to the plan details team if you're using the visual service. Otherwise just go through as normal. 

I would just say that you've purchased a Gaming Bundle that is supposed to include said addons but they have not been added to your account properly. Specify the number that the bundle should have been added to.

They should have guides on their internal systems for "Gaming" with instructions for what to do in each scenario and for each individual gaming bundle. It may be that there's a text code you have to send, or something that they can add on their end.

Hopefully you can get it sorted.