Changing gamepass ultimate back to Microsoft

[mattfrench]

Hi, my 12 months free of Xbox Gamepass Ultimate has now finished and I didn't continue the paid subscription with BT.  I would now like my Xbox subscription to revert from being managed by BT to myself/Microsoft, as I had pre-paid for a number of years subscription on the account.

[Alex_H]

Hi @mattfrench,

Welcome to the BT Community

Have you already cancelled the auto-renewal of the Game Pass via your online account in the app or website? And has the expiry date it showed when cancelling now passed? 

If so it should just revert back to Microsoft now, what is it showing when you log in to view your Game pass on the Microsoft site? 

Alex

[mattfrench]

Yes, I canceled auto-renewal so it ended on 30 Dec, but logging into my Microsoft account it still says my Gamepass Ultimate subscription is 'purchased from BT/EE' and clicking 'Manage' takes me to the EE website, as before. It's no longer in my products in MyBT. Thanks

[Alex_H]

@mattfrench Thanks for confirming, in that case if you please contact our team Technical support | BT Help and let them know the issue, they will need to raise an Xbox escalation form for you which will help get it resolved and reverted back to Microsoft, usually within 7 days. 

Alex

[mattfrench]

I tried to do this via the chat function but they eventually said it's not something they could actually do and to contact Microsoft. Do I need to ring up BT then as I'm pretty sure contacting Microsoft won't do anything? At least based on the other threads I've read...

[Alex_H]

I am sorry about that @mattfrench, if it is showing Managed by BT/EE then yes I would not reach out to Microsoft, I would give us a quick call when you get the chance and let them know the issue and they should raise that Xbox escalation form I mentioned to help get the account un-linked for you. 

Alex