Purchased from BT/EE still on my Xbox account despite cancelling on my BT bill

[fibrediet]

As above and an echo of many others here.

I had the xbox Gamepass offer on my BT bill for some time, I cancelled several months ago and even though now my Gamepass subscription has stopped working it remains listed as "Purchased from BT/EE" leaving me with no way to control or re-subscribe.  In fact the link from my Microsoft account subscription page directs to the EE website which is of no use at all.

I would expect a process for BT deals for their partners to be formally and seamlessly cancelled but that doesn't appear to be the case.  I've read here that there is a webform BT internally fill out for the xbox team which then removes the "Purchased from BT/EE" control from my MS account.

What's the latest and how can someone from support help progress this quickly to a resolution.

Happy to speak to someone from the mod team to clear this up and publish a method for others to follow.

The issue is I cannot get control of my own Gamepass account which was mine before I took on the Gamepass offer with my BT bill.

[fibrediet]

Did you get anywhere with this?  I cancelled GamePass on my BT contract some time ago and it's finally expired.   I had some months built up already so while I have not been paying for it for months on my BT bill it is still down as Purchased from BT/EE on my MS subscription page, similar to a LOT of other people on here.  You would expect it would be reverted back to me or BT contacting the xbox team to remove that status so the owner of the Microsoft account can take control back.

I too need this magical webform filling out, the support rep in Plymouth with the answers or something to give me back control over my own Xbox account.

Mods - What's the latest?

[Leanne_T]

Hi there @fibrediet 

Thanks for coming to back to the community. 

If you get in touch with our technical support guides, they can raise an Xbox escalation form to unlink your account. Once the form has been raised and they should be able to unlink your account within 72 hours for you.

Please let me know how you get on after getting in touch. 

Speak to you soon. 

Leanne.

[fibrediet]

Hi @Leanne_T thank you very much.  I will do that later this weekend and update this thread to help others as well.

You're a star thank you!

[fibrediet]

Hi @Leanne_T.. No joy.

This is the reply I had from the BT billing service agent:

"Thank you for helping with all the information and I really appreciate your effort. I have checked all the details for you and can see that previously it was managed by our technical support team if the services have shown active at our end, But as the services are not showing as active at our end, so our system is not allowing to delink the account from Microsoft. However, the escalation form is no more working because all the xbox is managed by Microsoft. In this scenario, to help you, I would request you to please contact Microsoft once and request them to delink the account and they will go ahead and delink the account for you so that you can resubscribe it. Will that be helpful for you ?"

What do you suggest?

[Debbie_G · Accepted solution]

Thanks for coming back to us and keeping us updated, @fibrediet.

If your Xbox Game Pass is still showing as managed by BT/EE even after cancelling, and you’re unable to manage or resubscribe, it’s best to get back in touch with our Customer Support team. Let them know what you’ve already tried so they can take a closer look at what’s happened.

You can also ask them to raise this as a complaint so it’s fully reviewed and tracked. If you’d rather put it in writing, you’ll find the complaint email details in our code of practice.

Debbie

[fibrediet]

Hello @Debbie_G and @Leanne_T 

I can confirm I received an email saying the form was received and actioned by Microsoft and I've just added a month of GamePass to return control to me.  My sub is now not linked to BT/EE and I have control back.

This is the fix so thank you for helping, I hope this helps others who want to raise a middle finger to Microsoft for how they've treated their employees and development studios.

This will be the last Gamepass month for me.
(CD Keys has good deals for others who want to follow this same route to get the account back under your control).