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.

[Elvenstranger]

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!

[Leanne_T]

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. 

[Bob222221]

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

[Lesley_W]

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