Gamepass - Your subscription is stopping

[Judge626]

Hi - i've just had an email from BT which reads as follows:

Hello ***,

We've stopped your monthly subscription to Xbox Game Pass Ultimate. This is because you no longer have broadband with us.

We hope you enjoyed it.

This is somewhat confusing as when I log into My BT right now, I can see this...

Your contract details

See your contract length

Your contract ends on 06 Mar 2026 with 676 days remaining.

I can confirm Xbox gamepass no longer shows in my products.

Two concerns here:

1) Why is my access being revoked?

2) Is my broadband suddenly going to stop working?

This is somewhat frustrating as I had to get help here initially a month ago to even get the gamepass activated and then I have this issue now.

Thanks in advance for any help.

[DTaylor78]

Finally got through on the phone. This seems to be a bug on BT’s side and they’re trying to fix it. The rep I spoke to had to go through to another department and talk to them about getting it added back on to my account.

Apparently it was caused by them upgrading the system (more like a downgrade lol). After you talk to them they’ll send you a redemption code for the month manually. They’re saying it won’t be needed next month and will go back to auto

[Judge626]

Thanks for the update - better get on the phone then, did try yesterday then got hung up on so posted here. 

[DTaylor78]

Just be prepared to wait. Was in the queue for near an hour before I got through to someone. Their gawdawful music almost made me hang up (or hang myself lol)

[Judge626]

Would it be possible for a forum mod to pick this up please, i've been quoted an hour wait for live chat, calling isn't any better on wait time and I don't have the free time to be waiting this long for either at the moment.

I can confirm my xbox pass has been removed from my user area and it is now cancelled within the xbox app itself.

Any help I can get on this will be appreciated, thankyou.

[JohnC2]

Hi @Judge626, sorry your game pass has been cancelled in error.

I've sent you a Private Message so you can get in touch with the Mod team for help with this. We are busy at the moment so it will take a few days before we can get back to you.

Cheers

John

[Judge626]

Thankyou, I don't mind waiting a few days as I know things will be progressing, I just don't have the free time to remain on hold on either live chat or a call at the moment.