topic Re: Xbox pass subscription cancellation in Gaming

Xbox pass subscription cancellation

nothingtosee — Fri, 10 Oct 2025 14:06:21 GMT

Hi,

I was using xbox pass via BT/EE through my contract with you. Now my contract ended and I wanted to renew subscription on my own for the first time however I'm unable to do so since the subscription is still linked to BT/EE. I contacted MS support and they said you have to disconnect it from my account.

When being on microsoft account I see this:

Manage link goes to https://ee.co.uk/help/gaming/manage-xbox-game-pass-ultimate and upon choosing `Log in to EE` I only see options to link new contracts. I tried my old account number that works but EE doesn't accept it and throws this:

Calling the number doesn't help as they say my account is closed bye, without even talking to the human.

So, the big questions is: how do I get rid of that subscription to renew it on my own?

Re: Xbox pass subscription cancellation

Leanne_T — Fri, 10 Oct 2025 17:42:58 GMT

Hi there @nothingtosee

Thanks for coming to the community.

If you give our technical support guides another call on 0800 956 6000 and select new/joining EE no number will be needed and the team can get this looked into see what is needed to help you get the account removed at our end.

Thanks 🙂

Leanne.

Re: Xbox pass subscription cancellation

Elvenstranger — Sun, 01 Feb 2026 17:49:35 GMT

I have the same issue, I cancelled last year but still seem to have EE Xbox, it should be easier to tell you about a problem with your system!

Re: Xbox pass subscription cancellation

Leanne_T — Mon, 02 Feb 2026 09:26:14 GMT

Hi @Elvenstranger

Thanks for coming to the community to make us aware.

If you can give us a call on 0800 956 6000, our tech guides can check the Xbox subscription and look into removing this from our end.

Let me know how you get on.

Leanne.

Re: Xbox pass subscription cancellation

Bob222221 — Fri, 06 Mar 2026 10:31:46 GMT

Hi am, currently on a call to EE and you insist i need to go to Microsoft. And adamant it's due to me switching to the apple subscription in an attempt to cancel the Xbox subscription

Re: Xbox pass subscription cancellation

Lesley_W — Fri, 06 Mar 2026 15:15:15 GMT

Hi @Bob222221

Welcome to our community.

I'm sorry you didn't get the help you needed when speaking with our customer service team. If at any point you don't feel happy with a resolution, you can open a complaint and ask to escalate this.

Alternatively, you can see all of the ways to make a complaint here Make a Complaint.

Lesley