Microsoft Xbox Game Pass unlink account from BT

[Ross6]

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

[Ross6]

[imjolly]

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

[Alex_H · Accepted solution]

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

[Ross6]

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

[Ross6]

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.

[Ali_A]

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

[jasonht]

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

[Ali_A]

Hi @jasonht 
 

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

Thanks

Ali

[Ali_A]

Hi @jasonht 

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

Ali