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Request to remove third-party Xbox Game Pass link from BT account (BT Account is due to be closed)

ThomasJMartin — Mon, 01 Jun 2026 15:02:40 GMT

Hi,

I have just recently moved my broadband and closed my BT account is in the process of closing down however, my Xbox account is still showing linked to EE/BT even though I cancelled the auto renew last month so I believe the system has failed to disconnect my account.

I've called numerous times today but no one has been helpful but I believe I am after the Xbox Escalation Form? Can any of the mods help me with this please? I would like to regain control over my Xbox account again

Re: Request to remove third-party Xbox Game Pass link from BT account (BT Account is due to be close

Kimberlin — Mon, 01 Jun 2026 15:24:31 GMT

When you say that you cancelled your Xbox auto renew last month, when exactly last month? You might have to wait up to 30 days looking back at a post from 2024 before it's sorted.

If you're lucky, a Moderator might be able to assist if they read your post.

Re: Request to remove third-party Xbox Game Pass link from BT account (BT Account is due to be close

gg30340 — Mon, 01 Jun 2026 15:49:06 GMT

@ThomasJMartin

There is an "Xbox Escalation Form" that needs to be sent off by the BT Customer Service rep and then a specific team who deals with this will work to de-link the account for you. This should happen within 7 days of the form being sent by the Customer Service Rep.

You will need to contact BT Billing 0330.1234.150 again and request that they raise the form.