This topic

Option for Xbox Game Pass vanished?

besmirched — Sun, 30 Jun 2024 22:21:29 GMT

I’ve noticed this is missing for a few months now.

Previously I could see a Game Pass option in my account area where I could toggle on/off auto renew.

I think my free BT Game Pass promotion is ending soon and I wanted to double check that the auto renew is turned off… but I can’t seem to find the option anywhere?

Re: Option for Xbox Game Pass vanished?

NeilO — Mon, 01 Jul 2024 09:00:09 GMT

Hi, @besmirched Log in to MyBT on a web browser, click 'Your Products' and scroll down to the content partners section where you should see the Game Pass subscription details.

Thanks

Neil

Re: Option for Xbox Game Pass vanished?

Friely — Mon, 01 Jul 2024 10:26:29 GMT

My 12 months finished yesterday and vanished today 1st July, nothing in my products either but Xbox.com still states my account is managed by Bt/ee

when will I get control of my account back please?.

Re: Option for Xbox Game Pass vanished?

NeilO — Mon, 01 Jul 2024 13:21:07 GMT

@Friely if you message us on this link a guide will be happy to raise a case to our Xbox team to get that sorted.

Neil

Re: Option for Xbox Game Pass vanished?

besmirched — Mon, 01 Jul 2024 13:35:33 GMT

@NeilO @Thanks yea that is where I thought it should be, but it’s not showing anything there. No Game Pass box visible here. I do recall seeing it here several months ago.

I was looking on my mobile browser but just checked on my laptop too, still nothing. All I see as I scroll down Your Products page is just the ‘Included in your product: BT Wifi’

I’m not overly worried just now, I think I had it Game Pass renewal set to off, I just wanted to double check it. I think I have another month or two left, I trust if I get charged unexpectedly for Game Pass that I can get back in touch to resolve.

@Friely I have seen elsewhere some users claim that redeeming any Xbox game/dlc code or short subscription code after your BT promo has ended, that this can reportedly get rid of the BT / EE message that lingers around after the promotion is over.

Re: Option for Xbox Game Pass vanished?

NeilO — Mon, 01 Jul 2024 14:47:15 GMT

@besmirched no worries, if you've previously opted out then I think there's no need to worry and of course, you can get in touch if there are any issues after the end date.

Neil

Re: Option for Xbox Game Pass vanished?

Friely — Mon, 01 Jul 2024 15:06:32 GMT

@NeilO Thanks for the link I did a live chat and the agent stopped the game pass being controlled by BT it should come back to me in 24hrs

@besmirched I will give that a try if I don’t got control back in 24hrs

Re: Option for Xbox Game Pass vanished?

Friely — Tue, 02 Jul 2024 20:08:31 GMT

@NeilO well the live didn’t work it’s been over 24hrs and BT still have control of my games pass account please can you sort it out for me

thanks

Re: Option for Xbox Game Pass vanished?

JohnC2 — Wed, 03 Jul 2024 07:49:46 GMT

Hi @Friely, the request to release your account should've been sent to the Xbox team and it normally takes about a week for them to complete the task. I've sent you a Private Message so you can get in touch with the Mod team and we'll be happy to check that it has been sent to the correct team for you.

Cheers

John

Re: Option for Xbox Game Pass vanished?

Friely — Wed, 03 Jul 2024 12:30:58 GMT

@JohnC2 thanks to the reply,I have now sent the private message

Re: Option for Xbox Game Pass vanished?

besmirched — Sat, 21 Sep 2024 22:47:32 GMT

Just wanted to update since my last post a month or so back.

I have had my latest BT bill in and I can see it has Game Pass Ultimate listed as a £12 charge. I have also looked again in MyBT Your Account page and don't see Game Pass showing anywhere, and I can not seem to find anyway of cancelling this myself.

I believe my 12 months free promotion has now come to an end, I am pretty sure I have had the full 12 month promotion now.

@NeilO With regards to the latest bill and the £12 charge. My bill is due to be paid on 5th Oct, if you could please remove the £12 charge before payment is taken. Can you please also ensure Game Pass Ultimate is cancelled going forward. I obviously don't want to have to post here each month if it keeps getting added to my bill.

Re: Option for Xbox Game Pass vanished?

Leanne_T — Sun, 22 Sep 2024 07:26:12 GMT

Morning @besmirched

Thanks for coming back to us with an update.

To get this charge looked into and make sure the Game Pass has been removed, please get in touch with our technical support team. They will have access to the account and get this sorted for you,.

Leanne 🙂

Re: Option for Xbox Game Pass vanished?

besmirched — Sun, 22 Sep 2024 17:00:30 GMT

Thanks @Leanne_T, I was a bit worried about this as in my past experience I have been able to resolve matters here on the forums with the help of mods. But it wasn't too bad, managed to a web chat with your link and after a 20 min wait I got through to someone.

Initially this person seemed reluctant to get rid of the £12 charge, but after I explained my chat on the forums here and that there's no Game Pass options on the BT website for me to manage this myself, they did then agree to take off the £12 charge. They also assured me I won't be billed for this again in the future.

I did express that I have concerns like other members here have complained about, where BT/EE still seems to have control over the Xbox account with regards to the Game Pass subscription. The person I was on web chat with seemed to think I shouldn't have any problems here.

Not sure if this takes a few days to resolve itself... I am just looking on my Xbox console now, and gone to subscriptions - it shows Game Pass Ultimate / Status: Active / Purchased from BT/EE. This will go away on its own in time?

I did read some users tried redeeming a Xbox code for something else, and that might work. Do you have any additional tips here for me?

Re: Option for Xbox Game Pass vanished?

Leanne_T — Mon, 23 Sep 2024 07:33:47 GMT

Hi @besmirched

Thanks for coming back to me and letting me know you have chatted with someone regarding this charge.

Does the Xbox account show an end date for the BT subscription?

If you log into your My BT do you have the Xbox Game Pass add-on showing?

Thanks 🙂

Leanne.

Re: Option for Xbox Game Pass vanished?

besmirched — Mon, 23 Sep 2024 19:07:26 GMT

@Leanne_T

If I go to account.microsoft.com I can select to manage my Game Pass subscription. On here it just shows as 'Purchased from BT/EE'. If I click the manage button here it then takes me to the EE website where I need to log-in. But I don't have an EE account, I am a BT customer.

Regarding the BT website or or app, in the My BT and Your Products areas I can't see any tiles here related to Game Pass.

So I don't really know. It's easy to look on the forums here and quickly find other BT customers having issues getting BT/EE removed from people's Game Pass subscription.

I'm not too sure how this limits me tbh, other than the annoying 'Purchased from BT/EE' text that constantly shows. I'll try to remember to keep my eye out next month too to ensure I still don't get charged again. BT web chat assured me this wouldn't happen.

Re: Option for Xbox Game Pass vanished?

Leanne_T — Tue, 24 Sep 2024 11:45:45 GMT

Hi @besmirched

If you do experience any problems with the Game Pass, please get back in touch with our tech team who will get this looked into for you.

Leanne.

Re: Option for Xbox Game Pass vanished?

besmirched — Mon, 21 Oct 2024 18:30:45 GMT

New BT bill is in. Bet you can guess why I am posting here!? 😞

Despite previous promises that Game Pass was removed, my latest bill is once again showing a £12 charge for Game Pass Ultimate.

Is there anyway a mod here can access my account and remove this charge? Please take off Game Pass. I shouldn’t have to come here every month to get this charge taken off.

Please someone sort it out so it doesn’t keep trying to charge me every month for something I do not want.

I also keep seeing banners asking me to renew my contract on the BT website. I am overall pleased with my 900Mb service besides this charge each month that I need to chase up. If a mod here is able to offer any renewal deals for me to consider, I would be interested. But I really need this Game Pass recurring charge to be resolved.

Re: Option for Xbox Game Pass vanished?

Ali_A — Tue, 22 Oct 2024 09:24:02 GMT

Hi @besmirched

We no longer have access to account details here at the community.

You should be able to cancel your Xbox subscription by going to MyBT online account > Your Products > Gaming

Ali

Re: Option for Xbox Game Pass vanished?

besmirched — Tue, 22 Oct 2024 10:13:27 GMT

No such option exists.

I follow your steps and under Your Products all I see is

Overview
Broadband
Digital Voice
EE TV
Mobile

And that is it, there is no Gaming option at all. If I scroll further down the page I see these same options in larger tiles with TNT Sports at the very bottom.

I can not see anything related to Gaming or Game Pass Ultimate.

Shame you can’t help here on the forums, this place and the ease of friction-free customer support here on the forums was one of my favourite experiences about being a BT customer.

Waiting in queues to repeat the same issues month after month on web chat or having to try and re-explain it over the phone is a massive nuisance.

I understand though if your hands are tied and can not offer direct help anymore.

Do you have any suggestions for me? Probably extreme if no one can figure out how to resolve this issue, but would renewing my contract resolve this unwanted monthly charge?

I saw as a BT Halo customer I can renew my contract and supposedly get the same deal as new customers. New customers get Game Pass Ultimate for free, so if I were to re-new my contract would this stop you charging me for Game Pass? I’d rather it just be cancelled but it seems BT doesn’t know how to do this, and they do not give me the option as a customer to do it myself. I just want to get to a point where I don’t need to keep coming back here on a monthly basis to get unwanted charges removed.

I am still in contract until next year but I keep seeing banners with options to renew or upgrade. I figured I’d be best waiting until Black Friday deals and see if I can renew then.

Re: Option for Xbox Game Pass vanished?

Ali_A — Tue, 22 Oct 2024 14:20:51 GMT

@besmirched

The option should still be showing through both the online account and the BT app. As this option is missing for you it may explain why the service still continues after it has been cancelled at your request.

It's understandable you'll want to get this resolved once and for all , so I'd recommend giving Customer Care a call again so they can investigate, and raise a ticket if needed, for both the Xbox subscription and the missing option.

Keep us updated with how you get on.

Ali