Unable to manage Game Pass Ultimate subscription from when it was BT

[paulbrown940]

I moved to BT broadband about 3 years ago which came with a 1 year 12 month subscription to Game Pass Ultimate. At the time I had 2 years of Xbox Game Pass Ultimate I'd stacked myself but the BT game pass offer started immediately, adding one month and pushing my stacked 2 years further out. Presumably 2 years ago it started going through my own purchased game pass subscription but now when I try and manage my subscription it says it's still being managed by BT/EE. Microsoft have said it's controlled by a third party and to contact them but they appear to be clueless.

I'm assuming this will be further complicated by my BT broadband moving over to EE last Christmas when my broadband came up for renewal. 

Has anyone had this problem and had more success contacting someone at EE that knows how to fix this?

[Lesley_W]

Hi @paulbrown940 

Welcome to our community.

I'm sorry you are having trouble getting your Games Pass sorted. Do you know when your subscription is due to run out?

Lesley

[paulbrown940]

Hi @Lesley_W ,

i managed to speak with EE this morning about this. The person I spoke to found information that this as an ongoing problem and requires escalating to the dedicated Game Pass team that EE have. She also had to fill out a form providing various details including my gamertag.

It takes up to 5 days to relinquish control of Game Pass so that I can manage it through my Xbox account again.

[Lesley_W]

Thanks for the update @paulbrown940 

I'm pleased you managed to speak to someone and that they have taken steps to get this sorted for you. 

Please let us know how you get on.

Lesley