This topic

Not received my 12 months Xbox Ultimate code.

Biscitt — Mon, 10 Jul 2023 15:42:26 GMT

Upgraded my broadband after contract ended with the promise of 12 months of Xbox Ultimate included in the package.

I have not received any code or instructions how to activate this. I have hunted on the BT help system and found nothing, very disappointing. I tried pressing the "button" to Add the service from my account management pages but it sends me to the Microsoft site with a 1 month code. Can anyone from BT sort this out for me please?

Re: Not received my 12 months Xbox Ultimate code.

JohnC2 — Mon, 10 Jul 2023 16:39:00 GMT

Hi @Biscitt, welcome to the forum. When you activate the Game Pass offer it will be for one month and this will automatically renew for each month of the 12 months offer you have.

Solved: Xbox Gamepass Ultimate - 6 month code - BT Community similar scenario but for the 6 months.
Cheers

John

Re: Not received my 12 months Xbox Ultimate code.

Biscitt — Mon, 10 Jul 2023 17:58:01 GMT

OK thank you for the info I will try that.

Just a suggestion to BT but It would be helpful if that was mentioned on a person's account somewhere, it might stop the same query being posted often or did I just miss it?

Re: Not received my 12 months Xbox Ultimate code.

Biscitt — Thu, 20 Jul 2023 12:46:50 GMT

Update:

I went through the procedure of adding it to my account as suggested and . . they charged me I didn't even get the free month trial!

I have been told there is no record of the 12 month Game Pass on my account. The bill arrived one day after the 14 day cool down period so I will be charged if I cancel and take it out out again and I cannot change it to add the free Game Pass from within my account.

I am not a happy camper!

Re: Not received my 12 months Xbox Ultimate code.

Biscitt — Thu, 20 Jul 2023 12:55:05 GMT

NOT SOLVED!

Re: Not received my 12 months Xbox Ultimate code.

NeilO — Thu, 20 Jul 2023 13:52:14 GMT

Hi, @Biscitt I'm sorry you're not happy I've unmarked the solution. Was your order placed online or with a sales advisor and when you upgraded your service did you order the fiber 900 for the first time or was this a regrade back onto the 900 services?

The 12-month free game pass is only offered to customers who order the Fiber 900 for the first time.

Thanks

Neil

Re: Not received my 12 months Xbox Ultimate code.

Biscitt — Thu, 20 Jul 2023 14:35:46 GMT

My previous contract had ended. I ordered a new contract via the live chat, based on the deals offered via my account, as I had some queries. I'm sure I specifically queried the Gamepass to ensure it was included.

Although I thought I had requested a copy be emailed at the time I didn't receive it so have just put in a request for a copy to be sent to me so I may check. The customer support team have also told me they will investigate.

At no time was I told it was a maybe and I have not had the Gamepass via BT previously.

Re: Not received my 12 months Xbox Ultimate code.

imjolly — Thu, 20 Jul 2023 14:49:21 GMT

@Biscitt

did you upgrade to Fibre 900 or some other package?

Re: Not received my 12 months Xbox Ultimate code.

NeilO — Thu, 20 Jul 2023 14:53:23 GMT

Hi, @Biscitt I'm really sorry if you have been misinformed, if you already had fibre 900 and renewed the contract a Game pass is not offered. I hope you get a resolution from the customer support team you raised this with but should you need any further help let me know.

Thanks

Neil

Re: Not received my 12 months Xbox Ultimate code.

Biscitt — Thu, 20 Jul 2023 16:31:27 GMT

I had Full Fibre 900 but upgraded to the Fibre 900 Halo+ or something, the one with the Hybrid, after my previous contract had expired so it was a new contract.

Re: Not received my 12 months Xbox Ultimate code.

imjolly — Thu, 20 Jul 2023 16:42:50 GMT

It was just a renewal of fibre 900 with a halo add on so not a new fibre 900 customer hence no Xbox ultimate

Re: Not received my 12 months Xbox Ultimate code.

Biscitt — Mon, 30 Oct 2023 11:09:43 GMT

Actually BT have admitted that I should have received the free XBox Ultimate Gamepass as part of my contract. Each month they charge me and each month I phone customer service to complain. They are still charging and so I will be ringing again this month.