Xbox Game Pass Ultimate has expired, account still says "Purchased from BT/EE"

[lok0919]

Hey, my free 6 months of XGPU expired a while ago, and I no longer have a contract with BT. My BT account is still linked, and I can't remove it. I saw on the forums that others have had the same problem. Can you send me details on how to unlink the BT account from my Xbox account? Thanks!

[lok0919]

@NeilO  @JohnC2 can you guys help me out with this? I lost control to my Xbox account after my BT broadband contract ended.

[Leanne_T]

Hi @lok0919 

I am sorry this has happened with the Xbox account, the community team no longer have access to individual accounts to get this looked into, 

What happens if you try and log into the Xbox account? 

How long ago did you end the BT contract? 

Speak soon 🙂

Leanne. 

[besmirched]

Hey, hope you don’t mind me butting in here but my free Game Pass promotion also ended a few months ago.

@lok0919 Can you please tell me if you had any trouble with your subscription coming to an end? In my case my free period ended but BT is still billing me each month. I have had to reach out after each bill comes in to get the charge taken off.

My latest bill has just come in and again there is a charge for Game Pass despite my web chat last month with a BT agent assuring me it was resolved. There are no options anywhere in MyBT account for me to take off Game Pass manually.

I thought you might have some insight with this as a fellow BT customer.

[lok0919]

Hi @Leanne_T ,

Thank you for your response. I ended my BT contract in September 2023. When I log into my Xbox account and go to Subscriptions, I see a message stating "Purchased from BT/EE," and the link to manage my subscription redirects me to the EE support page (https://ee.co.uk/help/gaming/manage-xbox-game-pass-ultimate).

And there is nothing related to Xbox Game Pass that I can manage after I logged in to my old BT account.

[Leanne_T]

Hi @besmirched 

Thanks for coming to the community and letting us know about the Game Pass charges. 

I would suggest getting back in touch with our technical support team who will get the charges looked into for you. 

Thanks 🙂

Leanne.

[lok0919]

Hi @besmirched, my situation is a bit different. I originally had my Game Pass subscription until this year (I can't check when because I can't manage the subscription via Xbox anymore), and BT gave me an extra 6 months for free. So far, I haven’t been charged for Game Pass after that free period, but I think it’s because my Game Pass membership is still active.

[Leanne_T]

Thanks for coming back to me @lok0919 

If you get in touch with our broadband technical support team they will get this looked into for you and see what is needed to get this sorted 🙂

Leanne.

[besmirched]

Appreciate the input, I suppose I’ll just chase it up with web chat team again before my bill is charged. Massive pain though to do this every month. Nice to hear you got an extra 6 months free for your troubles at least.

If you want to know the end date of an active Game Pass subscription, you can see this on the Xbox Game Pass app (not the Xbox app). Select your profiles and your subscription end date is displayed here.

[lok0919]

@besmirched thanks for the tips on how to check my subscription end date! I finally know when it ends. What a great community!