Xbox pass expired before the end of my contract

[HKmilktea]

Hi there, was offered a Xbox game pass for 12 months in Jun 15, 2023. 

Early this year in January, 2025. The game pass ended without finishing the 12-month contract. 

I activated the game pass in June 2024, I should have it activate until May/ June 2025. Talked to someone on the phone from BT and the person told me that I because I activated it too late, their batch of the xbox pass subscription ended in 2025. So I simply lost the last couple months of passes with no compensations. 

I was then asked if I wanted to renew my contract for another two years, so I can get another set of xbox pass with the renewal. It was last Monday 27/01, until today I don't see an email about the new xbox pass activation anywhere. I am unable to play with the pass for almost half months. 

Is there a way I can get my lost months back? Also need help with the xbox pass from my renewal contract. Thanks. 

{mod edit: removed image contained personal information]

[Leanne_T · Accepted solution]

Morning @HKmilktea 

Thanks for coming to the community. 

I have removed the image you posted as this had some personal details included 

To get the Game Pass looked into, please get in touch with our customer care guides, they will get this fully investigated and help you further 🙂

Our Contact BT page has ways to get in touch. 

Let me know how you get on. 

Leanne. 

[imjolly]

When you renewed you broadband contract did you upgrade your package or just renew existing contract?   As you already had  free xbox  pass I think you only get another pass when upgrading not just renewing existing contract

[HKmilktea]

It was a renew for another two years because they were unable to recovery the missing months of game pass from my old contract. The new contract from the email i got is clearly written I have another 12 months, maybe I just want to wait until the cold off period before getting it. 

I was just upset that they couldnt do anything with the missing months of game pass.