Game Pass Code not working

[JohnStep]

I just got the broadband that came with the 12 months of gamepass which seems to have been activated yesterday. Haven't recieved an email about game pass yet but there was a link on the MyBT page to Add Now that gave me a 25 digit code and automatically opened a microsoft page but now I'm getting an error.

"Check the instructions that came with your code. You might need to redeem it on a different web page or device, or you may be ineligible to redeem this code."

What is wrong? How do I get this to work?

[JohnStep]

I want to mention that I have checked the below page already

https://community.bt.com/t5/Archive-Staging/Xbox-Game-Pass-Ultimate-on-BT-Broadband/td-p/2156562

"Can I sign up for Xbox Game Pass Ultimate if I have an existing subscription? "

Yes, sign up via My BT and your billing will be transferred across to BT from the point you complete your activation.

If you have a few passes left on your Microsoft account, don’t worry you won’t lose these. Your existing passes will stay stacked on your account ready for you to continue using at any time.

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This is exactly what I did and they did not accept the code.

[JohnStep · Accepted solution]

Okay I contacted the Values Team. If you find yourself in a similar position this is an unsolvable problem. They ended up just crediting me the value of 12 months worth of game pass.

[NeilO]

Hi, @JohnStep I'm really sorry to see you had problems with your Gamepass code. There must have been an issue with your code as it is possible for existing Gamepass subscribers to add it to their accounts.

I'm glad the Value team reached a resolution with you, normally we would raise a case to a specialist team who work with Microsoft to fix issues as you experienced. 

Thanks

Neil

[JohnStep]

I had also contacted microsoft as well and I was told. "I would like to inform you that the code is promo for new game pass users and cannot be used on your account." which is consistant with the error code language.