This topic

Can't add Xbox Game Pass Ultimate - error message

CaptainLibrary — Thu, 04 Jul 2024 14:30:29 GMT

Hi
I upgraded this week to Full Fibre 900 but cannot redeem the 12 months Xbox Game Pass. When I go through MyBT to my products > Content Partners, and agree to terms and conditions to add Xbox Game Pass Ultimate, I receive the following error message:

"We're sorry the system is down for maintenance, you can submit your activation request by calling us on 0330 1234 150 choose option 1 and then option 2."

This helpline only assisted with checking my broadband service (which is working fine, having just upgraded from 500Mb) but can't help redeem the Game Pass subscription against my Microsoft Account. I've tried this on two separate devices and cleared cookies etc. to no avail.

It's been like this for over 24 hours now 😞

Any help much appreciated!

Thanks

Re: Can't add Xbox Game Pass Ultimate - error message

NeilO — Thu, 04 Jul 2024 15:50:18 GMT

Hi @CaptainLibrary I'll send you a private message so you can get in touch with your details and we'll be happy to help.

Neil

Re: Can't add Xbox Game Pass Ultimate - error message

IndigoMiura — Sun, 07 Jul 2024 11:35:40 GMT

Hi Neil,

I've also been facing this same since Fri 5th July when attempting to activate my game pass add-on and am consistently recovering the 'system is down for maintenance' error message.

Please could you send me a direct message to help me get this issue resolved?

Many thanks,

Chris

Re: Can't add Xbox Game Pass Ultimate - error message

StuartH — Sun, 07 Jul 2024 11:57:28 GMT

Hi @IndigoMiura

Dropped you a pm send us a reply and we'll help.

Thanks

Stuart

Re: Can't add Xbox Game Pass Ultimate - error message

moromiller79 — Sun, 11 Aug 2024 21:06:31 GMT

Hi, I have the same problem. Please help. Thank you

Re: Can't add Xbox Game Pass Ultimate - error message

rafcix — Tue, 08 Oct 2024 12:24:46 GMT

I got the same problem

We're sorry the system is down for maintenance, you can submit your activation request by calling us on 0330 1234 150 choose option 1 and then option 2.

help pls

Re: Can't add Xbox Game Pass Ultimate - error message

Michael_D — Tue, 08 Oct 2024 12:40:42 GMT

Hi @rafcix

Welcome to the community.

If you get in touch with our customer care team, they can raise a webform to get the Xbox Game Pass arranged for you, which can take up to 7 working days.

Michael

Re: Can't add Xbox Game Pass Ultimate - error message

Jamoo89 — Tue, 08 Oct 2024 12:40:53 GMT

can I have help with this please as I’m having the same issue and when calling they were not able to assist!?

many thanks,

Amar

Re: Can't add Xbox Game Pass Ultimate - error message

Michael_D — Tue, 08 Oct 2024 12:43:42 GMT

Hi @Jamoo89

It would need to be something our customer care team arrange for you in the first instance. Once they have submitted the webform you'd get the Xbox Game Pass within 7 working days.

We can chase it if you've not heard anything after the 7 working days, but it does need to have the webform completed and give the team a chance to action it first of all.

Michael

Re: Can't add Xbox Game Pass Ultimate - error message

Jamoo89 — Tue, 08 Oct 2024 13:04:17 GMT

Hi Michael,

thank you for the guidance. Where am I going on the customer care team to report this as I try clicking the “message now” button and nothing by seems to happen unfortunately

many thanks

amar

Re: Can't add Xbox Game Pass Ultimate - error message

Leanne_T — Tue, 08 Oct 2024 13:45:04 GMT

Thanks for coming back to us @Jamoo89

The team will get back to you when available, if you would like this sorted sooner please call us when you get the chance 🙂

Leanne.

Re: Can't add Xbox Game Pass Ultimate - error message

bernardball — Fri, 15 Nov 2024 20:28:17 GMT

Hi Neil0,

I’m having the same problem, with the same error message etc, can you also PM me the instructions to sort this out?

Thanks,
Adam

Re: Can't add Xbox Game Pass Ultimate - error message

Keith_Beddoe — Fri, 15 Nov 2024 20:31:13 GMT

@bernardball

Neil is no longer a moderator.

Re: Can't add Xbox Game Pass Ultimate - error message

bernardball — Sat, 16 Nov 2024 10:13:59 GMT

I’m also getting this same issue, does anybody how how to resolve it?

Re: Can't add Xbox Game Pass Ultimate - error message

Alex_H — Sat, 16 Nov 2024 12:13:43 GMT

Hi @bernardball,

Have you had a chance to call our team on the number in the message? As we will just need to raise a form for you to get your Xbox Game pass sent out to you within 7 working days.

Alex

Re: Can't add Xbox Game Pass Ultimate - error message

Woody971 — Thu, 21 Nov 2024 06:07:33 GMT

Im having the same issue ,ive had a webform raised but still heard nothing. Ive had my service connected over 14 days please can anyone help

Re: Can't add Xbox Game Pass Ultimate - error message

Michael_D — Thu, 21 Nov 2024 08:25:09 GMT

Hi @Woody971

Thanks for coming to the community.

When did you speak to the team to have the webform raised? It can take up to 7 working days for the Game Pass code to be sent to you from when it is sent.

Michael

Re: Can't add Xbox Game Pass Ultimate - error message

Woody971 — Thu, 21 Nov 2024 18:06:34 GMT

Thank you but all sorted by an amazing customer service agent

Re: Can't add Xbox Game Pass Ultimate - error message

Katie_B — Thu, 21 Nov 2024 18:10:47 GMT

That's great to hear @Woody971.

Thanks so much for letting us know.

Katie

Re: Can't add Xbox Game Pass Ultimate - error message

AndyGee — Tue, 24 Dec 2024 12:27:01 GMT

December 2024 and the 'maintenance' is still to be ongoing! Is there a way I can be sent the webform without waiting in the 150 queue? If not, what information do I need before I contact them? Andy

Edit. I've managed at last to speak to CS and they can't/don't send out a webform. They have to fill it in over the phone. For anyone else suffering this process, as well as the email address of the Xbox account user, you need the 'gamer tag' before you call to claim. Andy