Option for Xbox Game Pass vanished?

[besmirched]

Just wanted to update since my last post a month or so back.

I have had my latest BT bill in and I can see it has Game Pass Ultimate listed as a £12 charge. I have also looked again in MyBT Your Account page and don't see Game Pass showing anywhere, and I can not seem to find anyway of cancelling this myself.

I believe my 12 months free promotion has now come to an end, I am pretty sure I have had the full 12 month promotion now. 

@NeilO With regards to the latest bill and the £12 charge. My bill is due to be paid on 5th Oct, if you could please remove the £12 charge before payment is taken. Can you please also ensure Game Pass Ultimate is cancelled going forward. I obviously don't want to have to post here each month if it keeps getting added to my bill. 

[Leanne_T · Accepted solution]

Morning @besmirched 

Thanks for coming back to us with an update. 

To get this charge looked into and make sure the Game Pass has been removed, please get in touch with our technical support team. They will have access to the account and get this sorted for you,. 

Leanne 🙂

[besmirched]

Thanks @Leanne_T, I was a bit worried about this as in my past experience I have been able to resolve matters here on the forums with the help of mods. But it wasn't too bad, managed to a web chat with your link and after a 20 min wait I got through to someone.

Initially this person seemed reluctant to get rid of the £12 charge, but after I explained my chat on the forums here and that there's no Game Pass options on the BT website for me to manage this myself, they did then agree to take off the £12 charge. They also assured me I won't be billed for this again in the future.

I did express that I have concerns like other members here have complained about, where BT/EE still seems to have control over the Xbox account with regards to the Game Pass subscription. The person I was on web chat with seemed to think I shouldn't have any problems here.

Not sure if this takes a few days to resolve itself... I am just looking on my Xbox console now, and gone to subscriptions - it shows Game Pass Ultimate / Status: Active / Purchased from BT/EE. This will go away on its own in time?

I did read some users tried redeeming a Xbox code for something else, and that might work. Do you have any additional tips here for me?

[Leanne_T]

Hi @besmirched 

Thanks for coming back to me and letting me know you have chatted with someone regarding this charge. 

Does the Xbox account show an end date for the BT subscription?  

If you log into your My BT do you have the Xbox Game Pass add-on showing? 

Thanks 🙂

Leanne. 

[besmirched]

@Leanne_T

If I go to account.microsoft.com I can select to manage my Game Pass subscription. On here it just shows as 'Purchased from BT/EE'. If I click the manage button here it then takes me to the EE website where I need to log-in. But I don't have an EE account, I am a BT customer.

Regarding the BT website or or app, in the My BT and Your Products areas I can't see any tiles here related to Game Pass.

So I don't really know. It's easy to look on the forums here and quickly find other BT customers having issues getting BT/EE removed from people's Game Pass subscription.

I'm not too sure how this limits me tbh, other than the annoying 'Purchased from BT/EE' text that constantly shows. I'll try to remember to keep my eye out next month too to ensure I still don't get charged again. BT web chat assured me this wouldn't happen.

[Leanne_T]

Hi @besmirched 

If you do experience any problems with the Game Pass, please get back in touch with our tech team who will get this looked into for you. 

Leanne. 

[besmirched]

New BT bill is in. Bet you can guess why I am posting here!? 😞

Despite previous promises that Game Pass was removed, my latest bill is once again showing a £12 charge for Game Pass Ultimate.

Is there anyway a mod here can access my account and remove this charge? Please take off Game Pass. I shouldn’t have to come here every month to get this charge taken off.

Please someone sort it out so it doesn’t keep trying to charge me every month for something I do not want.

I also keep seeing banners asking me to renew my contract on the BT website. I am overall pleased with my 900Mb service besides this charge each month that I need to chase up. If a mod here is able to offer any renewal deals for me to consider, I would be interested. But I really need this Game Pass recurring charge to be resolved.

[Ali_A]

Hi @besmirched 

We no longer have access to account details here at the community. 

You should be able to cancel your Xbox subscription by going to MyBT online account > Your Products > Gaming 

Ali

[besmirched]

No such option exists.

I follow your steps and under Your Products all I see is

Overview
Broadband
Digital Voice
EE TV
Mobile

And that is it, there is no Gaming option at all. If I scroll further down the page I see these same options in larger tiles with TNT Sports at the very bottom.

I can not see anything related to Gaming or Game Pass Ultimate.

Shame you can’t help here on the forums, this place and the ease of friction-free customer support here on the forums was one of my favourite experiences about being a BT customer.

Waiting in queues to repeat the same issues month after month on web chat or having to try and re-explain it over the phone is a massive nuisance.

I understand though if your hands are tied and can not offer direct help anymore.

Do you have any suggestions for me? Probably extreme if no one can figure out how to resolve this issue, but would renewing my contract resolve this unwanted monthly charge?

I saw as a BT Halo customer I can renew my contract and supposedly get the same deal as new customers. New customers get Game Pass Ultimate for free, so if I were to re-new my contract would this stop you charging me for Game Pass? I’d rather it just be cancelled but it seems BT doesn’t know how to do this, and they do not give me the option as a customer to do it myself. I just want to get to a point where I don’t need to keep coming back here on a monthly basis to get unwanted charges removed.

I am still in contract until next year but I keep seeing banners with options to renew or upgrade. I figured I’d be best waiting until Black Friday deals and see if I can renew then.

[Ali_A]

@besmirched 

The option should still be showing through both the online account and the BT app. As this option is missing for you it may explain why the service still continues after it has been cancelled at your request. 

It's understandable you'll want to get this resolved once and for all , so I'd recommend giving Customer Care a call again so they can investigate, and raise a ticket if needed, for both the Xbox subscription and the missing option. 

Keep us updated with how you get on. 

Ali