Xbox pass subscription cancellation

[nothingtosee]

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?

[Leanne_T · Accepted solution]

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.