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Microsoft Xbox Game Pass unlink account from BT

Ross6 — Sat, 08 Feb 2025 00:01:41 GMT

Hello,

I am in the exact same situation as many others and have been unable to resolve this via BT chat or multiple calls to BT customer service.

I need BT to unlink my Xbox Game Pass account from BT.

I subscribed to BT for a full fibre connection in May 2023 (F-fibre 500Mbps) and one of the the "perks" was an offer of 6 months free Game Pass Ultimate included. I activated the offer and turned off auto-renewal in May 2023 and as expected all my BT bills up to November 2023 showed that BT was providing this free perk.

I am very unhappy as at no point/small print was it mentioned that I would be giving BT permission to take over my Xbox account. (I expected to be given a code for 6 months free Game Pass, not have BT take over my Xbox Game Pass account).

When trying to manage my subscription via Microsoft my Xbox Game Pass remains " purchased from BT/EE" and when clicked I simply get taken to EE's website and directed to choose BT/EE accounts in order to manage it. There is no longer a "content partner" section on BT's website.

I had searched the internet and some people had suggested that purchasing another Game Pass subscription and activating the code via Microsoft would revert the account back to me. I have done this and it was unsuccessful. I can not redeem any game pass codes as my account remains manged by BT.

I have spoken with Microsoft and they have confirmed that it is BT that must unlink my account from their side. BT have confirmed that the 6 month free subscription has been "ended at their end" and I am more than aware of that. BT, however, are unable to put me through to a suitable agent that can resolve this. I have been given lots of mis-information and advice such as suggesting I just create a new Microsoft and Game Pass account. I will not be doing that as I have multiple years of valuable games/photos/Microsoft 365 subscriptions tied to my Microsoft account.

I really hope somebody can help me or direct me to a BT agent who understands this situation.

Thank You in Advance , Ross

Re: Microsoft Xbox Game Pass unlink account from BT

Ross6 — Sat, 08 Feb 2025 02:24:14 GMT

Re: Microsoft Xbox Game Pass unlink account from BT

imjolly — Sat, 08 Feb 2025 09:54:01 GMT

have you tried using the message now facility and contacting billing to see if the can help you

https://www.bt.com/help/contact-bt/account-and-billing/broadband

Re: Microsoft Xbox Game Pass unlink account from BT

Alex_H — Sat, 08 Feb 2025 12:16:42 GMT

Hi @Ross6,

Welcome to the BT Community

I am sorry you were unable to get the necessary help when you last contacted us, we do have a process for this so I am sorry for the incorrect advice you have been given.

There is an Xbox escalation form that needs to be sent off by one of our guides and then a specific team will work to de-link the account for you within 7 days of the form being sent.

Try using the link provided above to message us and request that they send this form and it should get resolved. Let us know how you get on.

Alex

Re: Microsoft Xbox Game Pass unlink account from BT

Ross6 — Sat, 08 Feb 2025 14:48:18 GMT

Thank you so much for the advice, I will request the Xbox escalation form and keep you posted on how I get on.

Kind Regards, Ross

Re: Microsoft Xbox Game Pass unlink account from BT

Ross6 — Sat, 19 Apr 2025 13:04:00 GMT

Just a little update. This has not been resolved! I’ve had further multiple calls and online chats with BT who have all promised that they have completed this supposed “Xbox escalation form”. I feel like I’m being held hostage having my Microsoft Xbox account linked and managed by BT. I will be cancelling my BT broadband and EE phone contract for the above reason and taking BT to small claims as I have no control over my Xbox account (with £1000s of games).

A big Thank you to everyone who attempted to resolve this.

Re: Microsoft Xbox Game Pass unlink account from BT

Ali_A — Fri, 02 May 2025 13:33:49 GMT

Hi @Ross6

Just following up on this. Have you had a reply or any update about your Xbox services?
I'll send you private message. Please check your inbox and get back to me when you can.

Thanks

Ali

Re: Microsoft Xbox Game Pass unlink account from BT

jasonht — Wed, 07 May 2025 08:49:13 GMT

i have the same issue is it possible to get a pm / xbox escalation form to do the same?

Re: Microsoft Xbox Game Pass unlink account from BT

Ali_A — Wed, 07 May 2025 13:11:16 GMT

Hi @jasonht

I'll send you private message. Please check your inbox and get back to me when you can.

Thanks

Ali

Re: Microsoft Xbox Game Pass unlink account from BT

Ali_A — Mon, 12 May 2025 15:12:00 GMT

Hi @jasonht

Just following up on this- did you get sorted with the Xbox subscription?

Ali

Re: Microsoft Xbox Game Pass unlink account from BT

tightmeldrew — Fri, 23 Jan 2026 12:11:12 GMT

Hi @Alex_H @Ali_A

Please help me! I've got exactly the same issue and no one at BT seems to have any idea what this is. I've wasted so much time and am getting desperate.

I was told a form was sent off a week ago but nothing has changed.

I hope you see this message

Thanks,

Re: Microsoft Xbox Game Pass unlink account from BT

Katie_B — Fri, 23 Jan 2026 13:06:37 GMT

Hi @tightmeldrew.

Welcome to the community.

You have done the right thing by contacting our customer care team who can raise the webform for this to removed.

Did the team provide you with a timescale?

If you have passed this OR need an urgent update I would recommend giving us another call.

Katie

Re: Microsoft Xbox Game Pass unlink account from BT

tightmeldrew — Fri, 23 Jan 2026 13:15:09 GMT

Hi @Katie_B ,

They said it would be done by this Wednesday gone. I haven’t long gotten off a call which was 40 mins of reexplaining the situation for them to say they can’t help and contact Microsoft. It seem very hit and miss if anyone even knows about this form.
The form was sent last week to a team at BT no one seems to be able to contact.

I was advised to contact xbox ( which I have previously done ) despite me saying xbox can't help.

All very disheartening

Re: Microsoft Xbox Game Pass unlink account from BT

Katie_B — Fri, 23 Jan 2026 13:41:06 GMT

Thanks so much for the update @tightmeldrew.

I'm sorry to hear you have had to explain again.

I have popped you over a private message to see if we can get this looked into.

Speak soon,

Katie

Re: Microsoft Xbox Game Pass unlink account from BT

tightmeldrew — Sun, 25 Jan 2026 20:55:59 GMT

Just a quick message to say thanks to @Katie_B and the person/team that they contacted.

My account is now back under my control.

Thanks again,

Re: Microsoft Xbox Game Pass unlink account from BT

Katie_B — Mon, 26 Jan 2026 11:17:43 GMT

Thanks so much for coming back and letting us know @tightmeldrew.

It's great to hear this is now resolved.

Have a lovely day,

Katie

Re: Microsoft Xbox Game Pass unlink account from BT

daveaka — Wed, 28 Jan 2026 12:38:52 GMT

HI @Katie_B , hope you can help. I've got the same issue as @tightmeldrew . My gamepass account is also managed by BT/EE, the subscription expired today and I'm unable to renew. I contacted MS and they advised I contact BT. I'm no longer a BT customer, I can log into my account & I've got an inactive account number if that's any use.

Re: Microsoft Xbox Game Pass unlink account from BT

Katie_B — Wed, 28 Jan 2026 14:06:53 GMT

Hello @daveaka.

Thanks for coming here.

Have you tried contacting our customer care team by using the messaging option?

Katie

Re: Microsoft Xbox Game Pass unlink account from BT

daveaka — Wed, 28 Jan 2026 14:21:33 GMT

Hi, thanks for replying, I haven't contacted custom care yet. I was searching online for anyone with a similar problem & I found this thread. I'll contact them now and update

Re: Microsoft Xbox Game Pass unlink account from BT

Katie_B — Wed, 28 Jan 2026 14:30:47 GMT

Please try customer service first who have account access and should be able to raise this with the relevant team @daveaka.

Katie