Xbox Account Still managed with BT after leaving BT last year

[Linzi_H · Accepted solution]

Hi @GHOST2042 

I've sent over a Private Message to see if I can help further with this.

Linzi 

[Orr-Man]

Hi @Linzi_H

I'm also struggling to get BT/EE to unlink my Xbox account. They assure me my subscription has ended and is cancelled but everything via Microsoft/Xbox still shows as being via BT/EE. I'm trying to resolve this before my Broadband provider changes on 13.03.

Can you help at all?.

Thank you 

[Alex_H]

Hi @Orr-Man,

Welcome to the BT Community

Our technical team would need to raise an Xbox escalation form to unlink your account, when you have been in touch have they raised one of these forms for you?

If not try getting in contact and requesting that this form is raised and they should be able to unlink it within 72 hours for you.

Alex

[Orr-Man]

Hi @Alex_H 

Thanks for replying.

I've spoken to BT via Live Chat and on the phone. I've been told my renewal is turned off, Gamepass has been completely cancelled from my account, and that the Escalation Form has been submitted.

But it's been over 72 hours and my Xbox Game Pass subscription is still locked to being managed by BT/EE. I can't cancel this at my end, or change to a lower subscription level.

I don't know what else I can do - it took hours and multiple agents just to find anyone who could complete the Escalation Form the first time around. 

Any help would be greatly appreciated.

[Kimberlin]

Why is this thing with XBox and BT such a problem? Why so many complaints?

[Orr-Man]

Sorry not sure if you're asking me, or asking that of BT.

The context my end is - I don't seem to be able to change anything myself or through Xbox/Microsoft (as they just send me to BT/EE). Agents and teams at BT don't seem to understand the problem, even when I say an "Xbox Escalation Form" is needed or point them to multiple posts on their own forums about it.

I've spent hours on chat or the telephone trying to sort it - and it's difficult to do that with work/young family/etc.

Even with someone having said they've completed the Escalation Form, and saying it would be resolved within 72 hours, it's still not been sorted.

So I don't know how to get it resolved at this point.

[Alex_H]

@Orr-Man I am sorry you have had such a hard time getting help with resolving your Game Pass issue, I have sent you a private message to see if we can help.

Alex

[Kimberlin]

@Orr-Man  My question was definitely not aimed in your direction 👍

[Orr-Man]

I didn't think so, but just thought maybe I hadn't explained well.

The process seems mad and if I could go back and NOT take the Game Pass offer, I definitely would knowing where I am now!