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

[Michelle2473]

Can you cancel subcription please

[Ritu_D]

Hi @Michelle2473 

Welcome to the community.

You can manage your Xbox Games Pass Ultimate subscription via the app. 

If you need any further help cancelling, please Contact our customer service team and they will be happy to help. 

Thanks 

Ritu