BT has control over my Xbox account and I can't get it reverted back to MS

[DE1991]

I took out BT fibre in September 2023, I got 6 months of game pass which I added to my current sub which resulted in my sub running out in November 2025 (so next month). 

The issue is that its set to auto renewel and my account is being controlled by BT. There seems to be no way at all to revert control back over to Microsoft. I cannot remove payment methods or redeem game pass from anyone but BT.

I've tried to speak to people from BT chat support and they clearly do not understand what the issue is.

How do I get someone who understands to help fix this? 

[DE1991]

Same issue here and no one at BT even understands the issue

[DE1991]

Same issue here. Who hell do you get to help with this

[imjolly]

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

[DE1991]

Tried earlier. He had no idea what I was even really talking about unfortunely.

[GHOST2042]

I am in the same situation as you at the moment. Originally I had 2 years of Xbox Ultimate and when I upgraded my BT package at the time they gave me 1 year subscription of ultimate game pass. Which I redeemed giving me a total of 3 years. My Game Pass runs out on Feb 2026 I moved address which BT didn't cover that area and was just adding a  new subscripton code but it will not allow me due to it being Managed by BT.  Basically 20 years of my games library is currently in the unknown which is very concerning. 

[Kimberlin]

@DE1991  If you were to do a search of this issue on this forum, you’ll find several threads detailing the exact same problem. The stock answer is to call ‘billing’ but it seems from reading that there appears to be little to no success by those trying to resolve the issue.

It would be helpful if a Moderator could get involved and investigate why this is such an issue for those affected.

[DE1991]

I am aware a lot of people seem to have the problem but its still not clear how to get them to fix this. All the threads I see are mostly just filled with people desperate for answers without any and MS can't do anything, only BT.

[Kimberlin]

@DE1991  I completely sympathise with you. You’ve tried calling the correct department as linked to and they’ve been as much use as a chocolate teapot.

Marking a thread as ‘solved’ is no help at all if the call handlers at BT can’t help you because of their lack of knowledge or they just fob you off.

[DE1991]

I didn't even realise they'd marked it as "solved"...How ridiculous.