BT customers unknowingly charged for Xbox Game Pass

  • By Tom Gerken
  • Technology reporter

Image supply, Getty Images

Some BT customers are being signed as much as, and charged for, Xbox Game Pass with out their data or consent.

An further £10 per thirty days was added to their web invoice, regardless of them not requesting the gaming subscription.

For these whom the BBC spoke with, BT refunded the cash, however the customers described their experiences as “worrying”.

BT has apologised and urged different customers to be on the look out for related issues.

“We’re very sorry that the customers mentioned in this article have had Xbox Game Pass Ultimate added to their account without their knowledge,” a spokesperson advised the BBC.

“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.”

“We will support and guide them on how to take steps to ensure their account is secure.”

The purpose that the fees are being added is unclear – as is the extent of the issue.

But one particular person found the additional cost as lately as Tuesday, whereas the BBC has discovered examples of individuals complaining about the issue way back to October 2023.

A BBC worker – who was affected by the problem – was advised by a customer support advisor that it was “a known issue”.

As properly as discovering out by way of checking their payments, some customers found the error after receiving an electronic mail which thanked them for activating their subscription – making it sound like that they had executed it themselves.

Image caption,

The electronic mail affected customers have been receiving

Another of these affected is Sue, from London, who contacted BT after noticing a discrepancy in her web invoice.

“I logged into my BT account online and saw that they charged me an extra 10 pounds and that money had come out of my account,” she advised the BBC.

“Xbox Game Pass had been added to my accounts with out my consent – I believed that is so odd, as a result of I do not even have an Xbox.

“I really thought I’d been hacked, so I phoned them up… they usually defined that it was a BT error.”

Sue mentioned that she was refunded the cash, however was involved about different individuals who had been much less vigilant.

Matt, from East Sussex, had related issues.

“I referred to as BT after they did not reply my put up on X [formerly Twitter],” he mentioned.

“To be truthful to them, they refunded the £10 and cancelled the subscription instantly. But it’s worrying to listen to that it’s nonetheless occurring.”

Meanwhile Craig in Aberdeen mentioned he discovered concerning the cost when he acquired an electronic mail from BT, and contacted the agency by way of its webchat service.

“He principally mentioned to me within the chat that this was a problem between BT and Microsoft, the place this was being sort of randomly enabled and activated on individuals’s accounts,” he mentioned.

“It says within the phrases and circumstances that there is no free interval with this – you might be instantly charged.

“My concern is this might not just be me, this might be lots of other people who perhaps don’t really notice you get an email through.”

Have you been unexpectedly charged for Xbox Game Pass in your BT invoice? Share your experiences by emailing

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