Unable to see Xbox live so can't cancel auto renew

[Cherryfizz]

I used to free ultimate Xbox Live pass which I got when I renewed my broadband last year. The pass has ended and now I've been automatically charged for another month. I never agreed to auto renew but I can't see the Xbox subscription anywhere on my bt to cancel how do I get my Xbox live account back from bt??

[Michael_D]

Hi @Cherryfizz 

Thanks for coming to the community.

If you can't see the option to cancel the Xbox Game Pass in your My BT account, the best option would be to get in touch with our Account & Billing guides, and they can access your account to get it removed.

Once it is cancelled, you should then be able to purchase a Game Pass subscription from elsewhere and use it against your existing login.

Michael

[Cherryfizz]

I have reached out to BT already and it's on an escalation ticket as they are telling me they can't see Xbox live on my account any more (so they can't cancel it). I'm just urgently trying to find a way to get my Xbox account delinked from bt as It seems that link should no longer exist.

[Michael_D]

Is it still charging on your bill? @Cherryfizz

Michael

[Cherryfizz]

It's not coming up on my bt bill but I had vouchers on the xbox account previously that it should have reverted back to for payment when bt contract/vouchee ended. However as it's still showing ee/bt on Xbox live it has now taken payment from PayPal instead of doing that. I can't change anything on Xbox it sends me off to bt to do it which I can't as it's not showing on my bt account. So I'm stuck.

[Michael_D]

Thanks for explaining @Cherryfizz 

If our guides have raised a ticket for it already, we will need to the relevant team look into it. 

When there is an update, they'll come back to you.

Michael