topic Re: Cannot remove BT/EE from Xbox account in Gaming

Cannot remove BT/EE from Xbox account

StitchM — Sun, 24 Sep 2023 03:28:48 GMT

Hi all,

I was a customer until April when life got expensive. I had the Xbox Game Pass Ultimate Add-on which was pretty neat.

However... Once my contract ended, I found that BT/EE cannot be removed from the subscription page of my Microsoft account for Game Pass so I have NO control of my the billing for the account.

Clicking Manage Subscription on the Microsoft page takes me to the EE log-in page. Logging in with my account details just takes me to a page with an exclamation mark that says "Account Closed".

Have been bounced from pillar to post since then but broadly... This is an issue for so many people and there doesn't seem to be a fix.

BT/EE have not ironed out this issue as you'll see here:

https://community.bt.com/t5/Broadband-Extras-Apps-from-BT/How-can-I-revert-control-of-my-Xbox-account-back-to-Microsoft/td-p/2281745

Raised in July 2022:

https://www.nme.com/news/gaming-news/bt-customers-lose-control-of-xbox-accounts-after-game-pass-trial-period-3276187

Microsoft cannot remove BT/EE from my account as BT/EE need to close the subscription link which I'd assume they'd do once, you know, my account was closed.

I now have a 13 year old Microsoft/XBOX account that I do not control the billing for, which has all my games/history tied to it. It's massively frustrating, I didn't consent to BT/EE having a hold of my Microsoft account after I left (definitely not in the T&Cs!) and just want it back.

I've raised a complaint but would love to hear if anyone else has had this issue and if it was fixed. If I'd known, I would NEVER have chosen that Add-on.

Will update with what happens but honestly - until it's fixed, people need to know that there is a possibility that they'll lose control of their Xbox accounts.

Re: Cannot remove BT/EE from Xbox account

Christopher_G — Sun, 24 Sep 2023 09:13:58 GMT

Welcome to the community, @StitchM

Hopefully they complaints team can raise a ticket and get to the bottom of this for you. Please keep us updated on what happens.

Chris

Re: Cannot remove BT/EE from Xbox account

StitchM — Sun, 24 Sep 2023 10:13:13 GMT

Hi, thanks!

I am hopeful - EE's customer service has always been stellar. Harder to get through as a non-customer now - but when you do the ream are lovely. Just really frustrating that this bug hasn't been ironed out.

Re: Cannot remove BT/EE from Xbox account

Slawek06 — Tue, 03 Oct 2023 12:12:00 GMT

How to turn off recurring billing for Xbox Game Pass? Please disable billing on my account or cancel your Game Pass subscription.

Re: Cannot remove BT/EE from Xbox account

Leanne_T — Tue, 03 Oct 2023 12:19:39 GMT

Hi @Slawek06

You can remove the Game Pass add-on in your My EE account, or by calling us on 150.

Leanne.

Re: Cannot remove BT/EE from Xbox account

Nick5555 — Sat, 18 Nov 2023 23:14:38 GMT

How?

Re: Cannot remove BT/EE from Xbox account

Goosed — Sat, 02 Dec 2023 15:32:32 GMT

Hello,

How might I be able to remove this billing option from my subscription if I have never been an EE customer?

Re: Cannot remove BT/EE from Xbox account

Leanne_T — Sat, 02 Dec 2023 16:18:15 GMT

Hi @Goosed

Have you purchased the Game Pass from a third party?

Leanne 🙂

Re: Cannot remove BT/EE from Xbox account

Goosed — Sat, 02 Dec 2023 17:27:14 GMT

I have. Seeing as how my Microsoft account is now bound to an agreement I never signed, I was wondering what my best course of action is.

Re: Cannot remove BT/EE from Xbox account

Leanne_T — Sun, 03 Dec 2023 08:29:06 GMT

Hi @Goosed

It sounds like you have purchased a subscription that is being billed to someone's EE/BT account, and only the EE/BT account holder will be able to manage the subscription.

Please contact the reseller for support.

Leanne.

Re: Cannot remove BT/EE from Xbox account

Goosed — Thu, 28 Dec 2023 22:48:15 GMT

I need the correct contact information to speak with someone that can help me from BT/EE as the seller is not responding.

Re: Cannot remove BT/EE from Xbox account

Christopher_G — Fri, 29 Dec 2023 07:50:49 GMT

You can find our contact information on the contact us page, @Goosed

Chris

Re: Cannot remove BT/EE from Xbox account

Goosed — Fri, 29 Dec 2023 13:30:53 GMT

Contacting from North America would be rather expensive.

Is there not an email or chat option to discuss this matter?

Thank you.

Re: Cannot remove BT/EE from Xbox account

Christopher_G — Fri, 29 Dec 2023 14:02:27 GMT

There's an option for live chat for EE customers through the EE app, @Goosed. Unfortunately, I don't think you'd have access to that.

I know of other users contacting us on the international number through a VoIP service, such as Skype.

Chris

Re: Cannot remove BT/EE from Xbox account

Goosed — Sat, 30 Dec 2023 14:49:19 GMT

Thanks for the reply.

The issue is that I am not an EE customer and have not made any agreements with the company, but I have still lost control of my Microsoft subscription to a company that doesn't even service my continent.

I can try Skype. If you could provide an international number and the appropriate times to call, it would be greatly appreciated.

Thank you.

Re: Cannot remove BT/EE from Xbox account

Leanne_T — Sat, 30 Dec 2023 15:04:14 GMT

Hi @Goosed

I am sorry our mobile guides would not be able to access the details if you are not an EE/BT customer. Only the EE/BT account holder will be able to manage the subscription.

You would need to try and contact the reseller again for support.

Thanks

Leanne.

Re: Cannot remove BT/EE from Xbox account

Goosed — Sun, 31 Dec 2023 00:45:27 GMT

Therein lies the issue I have. I never signed any agreement in any form, or am even capable of doing so from my continent. So how have I lost the rights to my own account?

So how is it that my account is being held hostage with no course of action available to me?

If this person (as I assume they are going to) abandons or has abandoned this account, I am going to lose my Microsoft account. This Microsoft account that the BT/EE-provided Xbox Game Pass subscription has hobbled, does not belong to the individual that opened the BT/EE account. It belongs to me, in North America.

All I need is for my Microsoft account to be liberated from the control of a complete stranger.

Re: Cannot remove BT/EE from Xbox account

Leanne_T — Sun, 31 Dec 2023 08:47:28 GMT

Hi @Goosed

I would suggest getting in touch with Microsoft to see if they can help you with the Microsoft account.

Leanne.

Re: Cannot remove BT/EE from Xbox account

Goosed — Sun, 31 Dec 2023 13:58:20 GMT

I have contacted Microsoft. The issue is that BT/EE has taken control of my subscription. They don't even have the option to remove it on their end.

I don't see how it could be so difficult to remove the subscription when the Microsoft account origin is a country that isn't even serviced by BT/EE. The country of origin being such for well over a decade so it's impossible for it to be a new account using a VPN or something.

Re: Cannot remove BT/EE from Xbox account

Leanne_T — Sun, 31 Dec 2023 14:58:53 GMT

Hi @Goosed

The reseller should be able to help you with this, please try contacting them again.

Leanne.