This topic

How to get BT to stop managing my Game Pass account

SixStringDubber — Mon, 16 Feb 2026 09:50:49 GMT

I cancelled (and had a confirmation email) my game pass ultimate add-on in January, and have subsequently left BT and switched to a different broadband supplier, but when I try to manage my game pass account on the microsoft page it says my account is still managed by BT/EE and sends me to the EE website. Microsoft tell me they can't help, BT have also said they can't help, in fact they can't even see it on my bill. I've seen several other people on these forums with the same issue, some of which appear to have been solved - can anyone help me please?

Re: Xbox Gamepass still "manage by BT" after cancelling

SixStringDubber — Mon, 16 Feb 2026 09:53:40 GMT

Can anyone help me with this same issue please?

Re: How to get BT to stop managing my Game Pass account

Alex_H — Mon, 16 Feb 2026 12:06:26 GMT

Hi @SixStringDubber,

Welcome to the BT Community

I am sorry to hear you are having an issue getting your Xbox/Microsoft account unlinked from being managed by BT. It should be something our technical team can help with, I am sorry you did not get the right help when first contacting us.

I would recommend to get in touch with our technical team and tell them you need an Xbox escalation form sent to get your account unlinked and they should take your details and pass them on to get it sorted, once sent it will generally take up to 72 hours to be unlinked.

Alex

Re: How to get BT to stop managing my Game Pass account

SixStringDubber — Mon, 16 Feb 2026 12:46:18 GMT

Alex, thanks but the technical team don’t seem to want to help me because my account is closed. Can you help me further? @Alex_H

Re: How to get BT to stop managing my Game Pass account

Alex_H — Mon, 16 Feb 2026 16:47:00 GMT

@SixStringDubber I am sorry to hear they have not helped. I have sent you a private message to get some details to see if I can help.

Alex

Re: How to get BT to stop managing my Game Pass account

saviocm — Tue, 28 Apr 2026 13:08:45 GMT

Hi, I have the same issue, except that my game pass is still active for some months. I spoke to BT and they advised me that Microsoft need to unlink it. I spoke to Microsoft and they advised it is a BT / EE issue. Specifically I had the 12 months game pass perk from upgrading to full fibre last year. This switched my game pass account over to BT, and I already had a year of Microsoft subscription on there. Now that the 'free' BT 12 months has expired I wish to go back to Microsoft in order to redeem game pass codes that I've since received.

The link to 'Manage' my subscription forwards to EE, but I have no EE account so I'm stuck right now. Are you able to help or advise what I should be doing please?Thanks,

Re: How to get BT to stop managing my Game Pass account

SixStringDubber — Tue, 28 Apr 2026 14:38:56 GMT

Hi, it's a common issue, but BT/EE don't seem to know how to fix it. My issue was solved when I left BT for a different (far better and cheaper) broadband provider - eventually the game pass subscription ran out as I was no longer a BT customer and I was able to resubscribe etc. It took a couple of months though, and nothing BT/EE suggested for a fix worked.