{"id":36977,"date":"2024-01-26T13:46:55","date_gmt":"2024-01-26T13:46:55","guid":{"rendered":"https:\/\/www.ispreview.co.uk\/?p=36977"},"modified":"2024-01-26T13:46:55","modified_gmt":"2024-01-26T13:46:55","slug":"bt-broadband-uk-customers-suffer-xbox-game-pass-billing-errors","status":"publish","type":"post","link":"https:\/\/www.ispreview.co.uk\/index.php\/2024\/01\/bt-broadband-uk-customers-suffer-xbox-game-pass-billing-errors.html","title":{"rendered":"BT Broadband UK Customers Suffer Xbox Game Pass Billing Errors"},"content":{"rendered":"

Internet, phone and TV provider BT<\/a> (EE<\/a>) has long bundled Xbox Game Passes on some of their broadband packages, particularly full fibre (FTTP<\/a>) plans, which until recently often included a free 6-12 month subscription to the online gaming service. But some customers now complain the ISP has charged them for the service, without their knowledge or consent.<\/p>\n

According to the BBC News<\/a>, affected customers have been sporadically complaining about the problem on BT’s Community Forum<\/a> for several months, although the issues experienced do seem to vary. For example, some customers complain about being charged for an Xbox Game Pass<\/strong> that they never asked for, activated or wanted. Meanwhile, others claim to have activated the free game pass on their package, only to later find they were being charged for it (while still within the free period).<\/p>\n

NOTE:<\/strong> After any free periods have expired, the Xbox Game Pass Ultimate usually costs \u00a310 a month via BT<\/a> or EE<\/a>, which is a little cheaper than the market price (\u00a312). But once enabled, the pass adopts an auto-renewal, so you have to cancel it manually to stop future charges.<\/div>\n

In other cases, BT<\/a>’s customers have reported being able to use the free pass for a month or two, only to then find it gone from their Xbox accounts before they’ve even come close to finishing the free period (this is despite the pass and discount still being applied to their BT bills).<\/p>\n

Suffice to say, we’ve seen quite a few different complaints about billing and application of the Xbox Game Pass to BT’s customer accounts. The broadband provider does seem to be aware of this, at least about some of the issues.<\/p>\n

A spokesperson for BT said:<\/strong><\/p>\n

“We’re very sorry that the customers mentioned in this article have had Xbox Game Pass Ultimate added to their account without their knowledge. We recommend that all of our customers remain vigilant and if they notice changes to their account that are suspicious, to contact us as soon as possible to report this.<\/p>\n

We will support and guide them on how to take steps to ensure their account is secure.”<\/p><\/blockquote>\n

The situation is eerily reminiscent of the recent problems at Virgin Media<\/a>, where some customers found themselves having to battle phantom Netflix bills (here<\/a>). Indeed, we’ve often seen problems occur when third-party subscription services are bundled, usually alongside a discounted period of use, with broadband packages from ISPs.<\/p>\n

Resolving such issues can be tricky, as it may involve broadband providers having to navigate different layers of responsibility between different companies, with different rules and separate accounts. Meanwhile, BT’s response above appears to allude to a security concern with customer accounts and billing, although at present only one of the individual complaints we’ve seen appears to have been hacked.<\/p>\n

Finally, one of BT’s own support workers has allegedly suggested that the issue of Xbox passes being randomly enabled on accounts reflects a known problem between BT and Microsoft, which could indicate more of an administrative bug.<\/p>\n","protected":false},"excerpt":{"rendered":"

Internet, phone and TV provider BT (EE) has long bundled Xbox Game Passes on some of their broadband packages, particularly full fibre (FTTP) plans, which until recently often included a free 6-12 month subscription to the online gaming service. But some customers now complain the ISP has charged them for the service, without their knowledge […]<\/p>\n","protected":false},"author":1,"featured_media":20790,"comment_status":"open","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"ngg_post_thumbnail":0,"footnotes":""},"categories":[1],"tags":[474,405,479,105],"class_list":["post-36977","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-uk_isp_news","tag-bt","tag-ee","tag-security","tag-video-games"],"share_on_mastodon":{"url":"https:\/\/mastodon.social\/@ispreview\/111822563984115884","error":""},"yoast_head":"\nBT Broadband UK Customers Suffer Xbox Game Pass Billing Errors - ISPreview UK<\/title>\n<meta name=\"description\" content=\"Internet, phone and TV provider BT (EE) has long bundled Xbox Game Passes on some of their broadband packages, particularly full fibre (FTTP) plans, which\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.ispreview.co.uk\/index.php\/2024\/01\/bt-broadband-uk-customers-suffer-xbox-game-pass-billing-errors.html\" \/>\n<meta property=\"og:locale\" content=\"en_GB\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"BT Broadband UK Customers Suffer Xbox Game Pass Billing Errors - 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