Xbox Game Pass Ultimate on BT Broadband

[dazza76]

I've just spent an hour on the phone with BT. Spoke to a nice bloke in the value team who spent the hour phoning round various departments to try and find someone who could help. None of them could until he found a non customer facing back office team. They advised there's a glitch that's causing the subscription to only show for a month and that £10 will be charged after month 1. They said this was the glitch and people would very unlikely be charged but if they were, BT will refund the charge. 

Hopefully this will get ironed out but it's obvious that BT have launched this promotion without training any of their customer service people on it. They really didn't think this one through.

I'll keep my fingers crossed and see what happens on the next bill but they have confirmed that any charge will be refunded if made during the 12 month promo period.

[enginsur]

My bill has just been generated and is showing a £10 charge for game pass when I should have had 12 months free. talktowendys surveyzop

[jparnell82]

The promotion is an absolute joke. I phoned BT earlier to discuss why I have been charged £10 for Game Pass and my account has no record of having 12 months Game Pass.

I was passed between three different agents, none of who understood how it should work or able to explain. I have been credited £10 for this month.

The last person I spoke to says they resolved the issue on my account and i should be able to go into MyBT and there would be a new link to activate the 12months...but that's not showing anywhere.

I notice the moderators have also gone very quiet on this thread too, presumably as they know just as little as everyone else at BT.

The only way it feels like i'm going to be able to resolve this is to log a complaint which is just a pain for everyone.

[dazza76]

Do it online through your account. Takes less than 5 minutes. Though don't expect much. I made an unrelated complaint 3 days ago. They scheduled a call for that day that never happened. Then 2 days later the notes said I'd called them. Which I hadn't.

[dazza76]

UPDATE. Got my bill today. There was a charge of £10 for the Game Pass but then a credit of £10 below it. I'll look forward to next months bill to check it's the same.

[jparnell82]

I'm still trying to sort mine out. I raised a complaint and they keep saying a backend team is resolving it but nothing has changed yet. Do the dates now look correct in your BT account @dazza76?

[dazza76]

 @jparnell82 Not really. Still just saying "Your monthly subscription will renew on05/02/22 and every month after that."

In the Game Pass app it's saying my subscription renews on 17/03/22. I get the impression it's going to stay like this as MS seem to have no idea about this BT offer. I'll just keep and eye on my bills and if I see a £10 charge on there without a £10 credit during the supposed offer period I'll just cancel the BT Game Pass subscription and just go back to paying Microsoft for it directly. At least I'd know exactly where I stand then. 

[jparnell82]

Thanks. Pretty poor isn't it. It feels like literally no one in BT understands the offer or knows how to fix it.

[dazza76]

That's about the size of it. Terribly implemented offer. Should have been a sign up and not think about until the offer period is up kind of thing. It's turned out as something we'll all be having to check our bills for every month for 6 or 12 months depending on the package you signed up for. 

[brnchy]

i have just upgraded to 500mb broadband and i have an email inviting me to start my free xbox ultimate. I click the link and it sends me to mybt/products and the only things available to add are bt sport, bttv and bt mobile.

any help please

Brian