Gamepass not sharing multiplayer

[harrybeeee]

I have gamepass through EE 

It's linked to my account

This account is setup on my "home Xbox"

The home Xbox allows any account to access the gamepass games and online multiplayer on that console

It stopped sharing multiplayer and has an issue now, the games still play but multiplayer asks us to subscribe to gamepass

I've had Microsoft support look at this since the 9th and they still haven't fixed it

Everyone online says the easy fix is to turn off recurring billing on the Xbox gamepass subscription, back on a few times and it sorts itself out

Due to getting gamepass as a perk from my EE contract, I cannot do that

Can EE fix this? 

Can they cancel and then renew the subscription to see if it helps? 

See below

https://www.reddit.com/r/XboxSupport/comments/1lrywrw/psa_is_your_game_pass_broken_or_online/?sort=n...

It's a bug. The Game Pass subscriber needs to toggle their reoccurring payment off and on a couple times, then reboot your console.

[Matt_124]

If it is an Inclusive Extra on a mobile plan then EE CS would be able to remove and re-add it for you. Whether this would take effect immediately or take a billing cycle to be removed from their side is something they would be able to advise on.

If your Xbox Game Pass is included as part of a broadband package for a fixed period of time (24 months for example) then there may be more of an issue with re-adding the subscription as it would have been a one-time activation for that fixed period and this could not be broken up and restarted.

In either case EE would only really have the ability to remove the subscription on their side, they would have no access to the Microsoft account or their systems to be able to ensure the BT/EE billing status and relevant subscription is removed from there. It may take some time for Microsoft to realise the subscription has been removed - some people have even been able to keep their Game Pass subscription going long after leaving EE as it hasn't been removed.

Essentially it isn't quite a toggle in the same way as the recurring billing would be for you if you were paying Microsoft directly. If EE make the change on their side, it may not sync with Microsoft in the same way in a timely manner.

[harrybeeee]

Thanks Matt,

It's an Inclusive Extra - on my EE app it says I can't cancel it until the 12th Jan. So is it likely CS would say the same? 

If so, I will just have to wait and hope a cancel and re-subscribe works 

[Matt_124 · Accepted solution]

They should be able to remove it manually on their side as an Inclusive Extra, it'll just be how long it takes the Xbox/Microsoft partner billing to catch up with the change and once you see this has happened you should be able to re-add it. Re-adding it may need a call into CS if you can't do it self-serve, but a relatively simple job for them.

[harrybeeee]

Unfortunately support didn't grasp what I was asking them to do and also said I didn't have gamepass on my account 

Even after sending a screenshot it wasn't taken on 

I have Netflix, roaming and gamepass active but they kept telling me I only had netflix 

Unfortunately a frustrating experience and no further forward 

Microsoft have no explicitly told me I need to cancel the subscription and then resubscribe to try to fix my issue 

[harrybeeee]

See attached 

 

[Rach_H]

Hi @harrybeeee,

Welcome to the Community!

I'm so sorry for the confusion when you've spoken with our team, and I understand that this isn't ideal.

You can either choose to do this yourself, and have the game pass cancel on Monday, or reach back out to the team and ask to cancel this as your inclusive extra, and see if they are able to do this sooner.

Rach