This topic

Xbox Account Still managed with BT after leaving BT last year

GHOST2042 — Wed, 01 Oct 2025 20:00:41 GMT

Hi all,

I’m having issues with my Xbox account as it still says it’s managed by BT. I did originally have 2 years of ultimate and we got a code from BT with our package at the time which added an additional year, we are coming to the end of our gamepass but I’m unable to change my subscription as it’s still managed by BT.

I have tried logging into our old BT account but there’s no way of unlinking it (me and my partner moved to which BT was cancelled as wasn’t in the new area). I’ve tried contacting BT multiple times, but haven’t had any luck getting it resolved. Every step I take seems to hit a dead end.

Has anyone else experienced this or found a workaround? Any advice would be greatly appreciated!

Thanks in advance.

Re: Xbox Account Still managed with BT after leaving BT last year

imjolly — Wed, 01 Oct 2025 21:04:11 GMT

https://www.bt.com/help/contact-bt/account-and-billing/broadband try message us and see if they can help

Re: Xbox Account Still managed with BT after leaving BT last year

GHOST2042 — Thu, 02 Oct 2025 08:48:56 GMT

Just reached out to them which they are unable to resolve and have advised me it's the loyalty team that can only do it. Still no sucess, reached out to Microsoft was told to reach out back to BT support as they have control over my account on subscriptions even though we have left last year! Microsft told me to request a manual unlinking of our
account. I specificaly ask them to remove the BT/EE management tag from our Xbox account. Still no luck.

Re: Xbox Account Still managed with BT after leaving BT last year

DE1991 — Thu, 02 Oct 2025 11:37:07 GMT

@GHOST2042 When you asked them to remove it, what did they say?

Re: Xbox Account Still managed with BT after leaving BT last year

shakey1981 — Thu, 02 Oct 2025 12:36:03 GMT

if there dont give you a code that you can enter into your xbox dont agree to take this

you likely never get this removed

Re: Xbox Account Still managed with BT after leaving BT last year

Kimberlin — Thu, 02 Oct 2025 16:04:12 GMT

@DE1991 @GHOST2042 It seems literally pointless mucking about any further with billing or any other call handlers if they aren’t helping. Just raise a complaint and escalate it through that process. Some department somewhere within BT will have to take ownership of this problem at some juncture.

Re: Xbox Account Still managed with BT after leaving BT last year

GHOST2042 — Thu, 02 Oct 2025 17:22:34 GMT

I told them what their online chat advisor said, to microsoft told me and this forum about that I’m not the only one. I can’t fault the call handler I got (Adam) he thoroughly checked the account, nothing is active as all inactive including the game pass. He spoke to someone above which he came back asking me to log in to see if anything was there but nothing was active or outstanding. He and his colleague was unable to see how it still remains active and they assume it’s a glitch but unsure why it’s still linked. What a mess.

Re: Xbox Account Still managed with BT after leaving BT last year

DE1991 — Thu, 02 Oct 2025 20:29:21 GMT

@GHOST2042 I called up someone today and he implied he was going to do an Xbox esculation form that I saw on other threads someone said needed to be filled out. He said someone will contact me in the next 7 days but I honestly don't have much hope it will be done.

My real only hope is that next month when my game pass runs out that it will revert back to Microsoft and/or I'll buy a 1 month code and try to use it and I read that can sometimes revert it back to Microsoft as well.

Re: Xbox Account Still managed with BT after leaving BT last year

GHOST2042 — Thu, 02 Oct 2025 23:05:37 GMT

Hopefully you get good news. I've already got some codes but they will not allow me to redeem due to it being managed by BT

Re: Xbox Account Still managed with BT after leaving BT last year

GHOST2042 — Mon, 02 Feb 2026 17:46:51 GMT

Don't know if you had any luck on this, still cannot even sort mine out

Re: Xbox Account Still managed with BT after leaving BT last year

Linzi_H — Tue, 03 Feb 2026 08:27:00 GMT

Hi @GHOST2042

I've sent over a Private Message to see if I can help further with this.

Linzi

Re: Xbox Account Still managed with BT after leaving BT last year

Orr-Man — Sun, 01 Mar 2026 20:13:42 GMT

Hi @Linzi_H

I'm also struggling to get BT/EE to unlink my Xbox account. They assure me my subscription has ended and is cancelled but everything via Microsoft/Xbox still shows as being via BT/EE. I'm trying to resolve this before my Broadband provider changes on 13.03.

Can you help at all?.

Thank you

Re: Xbox Account Still managed with BT after leaving BT last year

Alex_H — Mon, 02 Mar 2026 08:22:31 GMT

Hi @Orr-Man,

Welcome to the BT Community

Our technical team would need to raise an Xbox escalation form to unlink your account, when you have been in touch have they raised one of these forms for you?

If not try getting in contact and requesting that this form is raised and they should be able to unlink it within 72 hours for you.

Alex

Re: Xbox Account Still managed with BT after leaving BT last year

Orr-Man — Thu, 05 Mar 2026 08:57:06 GMT

Hi @Alex_H

Thanks for replying.

I've spoken to BT via Live Chat and on the phone. I've been told my renewal is turned off, Gamepass has been completely cancelled from my account, and that the Escalation Form has been submitted.

But it's been over 72 hours and my Xbox Game Pass subscription is still locked to being managed by BT/EE. I can't cancel this at my end, or change to a lower subscription level.

I don't know what else I can do - it took hours and multiple agents just to find anyone who could complete the Escalation Form the first time around.

Any help would be greatly appreciated.

Re: Xbox Account Still managed with BT after leaving BT last year

Kimberlin — Thu, 05 Mar 2026 09:04:16 GMT

Why is this thing with XBox and BT such a problem? Why so many complaints?

Re: Xbox Account Still managed with BT after leaving BT last year

Orr-Man — Thu, 05 Mar 2026 09:24:48 GMT

Sorry not sure if you're asking me, or asking that of BT.

The context my end is - I don't seem to be able to change anything myself or through Xbox/Microsoft (as they just send me to BT/EE). Agents and teams at BT don't seem to understand the problem, even when I say an "Xbox Escalation Form" is needed or point them to multiple posts on their own forums about it.

I've spent hours on chat or the telephone trying to sort it - and it's difficult to do that with work/young family/etc.

Even with someone having said they've completed the Escalation Form, and saying it would be resolved within 72 hours, it's still not been sorted.

So I don't know how to get it resolved at this point.

Re: Xbox Account Still managed with BT after leaving BT last year

Alex_H — Thu, 05 Mar 2026 09:54:43 GMT

@Orr-Man I am sorry you have had such a hard time getting help with resolving your Game Pass issue, I have sent you a private message to see if we can help.

Alex

Re: Xbox Account Still managed with BT after leaving BT last year

Kimberlin — Thu, 05 Mar 2026 10:13:13 GMT

@Orr-Man My question was definitely not aimed in your direction 👍

Re: Xbox Account Still managed with BT after leaving BT last year

Orr-Man — Thu, 05 Mar 2026 10:42:56 GMT

I didn't think so, but just thought maybe I hadn't explained well.

The process seems mad and if I could go back and NOT take the Game Pass offer, I definitely would knowing where I am now!