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Was paying for Game Pass Ultimate as an add-on through EE. Left this network and now can't cancel/renew

Hi there,

As on the tin. I was buying Game Pass Ultimate as part of my EE phone contract until last month when my contract ended and I left the provider.

Now, whenever I go to manage my subscriptions, clicking on "Manage" just takes me to the EE login page. Naturally, they've closed my account so I can't log-in as I'm not a customer and there's no other options for removing this.

Can anyone offer any advice? I just want to switch the option back to my old billing method.

This is particularly worrying given this article about BT...



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Hi there!

I am sorry to hear about what happened. Since you're subscription was linked or provided by a 3rd party company, only them should have control over your subscription. If you no longer have access to their portal, please contact EE customer service or support to help you assist in canceling the subscription from their end.
Rostom L.

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Hey Rostom,

Thanks for the reply :)

This isn't possible. I did get a phone call with someone at Microsoft who said it should be possible to cancel but I would need an email from EE to say that EE can't do it their end. EE sent me an email but I now have nowhere to forward it to. I got through to another advisor who can't cancel it and says EE need to do it their end. EE literally cannot do this as my account is gone and because it's a phone provider the second advisor doesn't have the options to cancel it.

Is there a customer services email address that I could forward this to?

It's baffling that it's this difficult to change the billing method - I know previously I could switch debit cards as they expired, or switch over to PayPal, but not being able to change the billing method from a phone provider I'm no longer with, meaning that my 13 year old account is now unusable is heartbreaking.

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Thank you for the complete details. If that's the case, please try to directly contact the Xbox Support team here https://support.xbox.com/contact-us. In this page, click on Contact us > choose Subscription & billing > choose I don't recognize a charge > describe the issue > Next > See contact options > Chat online.
Rostom L.

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Were you able to solve your problem? I currently have the same problem.

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Were you able to solve your problem? I currently have the same problem.

Frustratingly no. I have an email from EE confirming there's nothing they can do their end and phoned Microsoft twice. Told someone would get back and they haven't. Really just want to be able to manage my subscription properly.

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Hi I know this is old now but did you get this sorted? I'm in the boat I've had Xbox game pass for a year for free basically

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Last updated March 5, 2025 Views 1,037 Applies to: