Xbox Game Pass Ultimate through Telstra Left My Account In Limbo

syousef on 03/03/2022 - 17:44

I obtained Game Pass Ultimate through Telstra using a $1 for 1 month promo code that I saw here on OzBargain.

I cancelled and the subscription expired. The subscription is still listed on the Microsoft Account and according to Xbox support it is expired but still active. They tell me they can't do anything and I must contact Telstra.

When I try to contact Telstra, they can't find any record of it, even though I've had email confirming obtaining and cancelling the service. They tell me I must contact Microsoft to fix it.

I can't renew the subscription through any vendor and I can't cancel it. So I'm stuck. I've had the account for a decade or so and have plenty of games on it, and now I can't subscribe to Game Pass.

Anyone else have this problem?

Gaming Microsoft Subscription Video Game Xbox One Game Xbox Series Game

Comments

  • 87percent on 03/03/2022 - 17:59
    +5

    PM me whatever details you have with Telstra, I’ll check it out for you

    • syousef on 03/03/2022 - 18:14
      +1

      Thanks. I have done. Appreciate any time you spend on it.

  • Switchblade88 on 03/03/2022 - 18:03

    I had a similar issue with Optus providing a year of Amazon Prime. They were considered the 'biller', so when I moved from Optus my Prime subscription was also cancelled and I was told to talk to Optus as the primary 'biller' for my account… never mind I was no longer an Optus customer!

    On (https://account.microsoft.com):
    Can you activate a prepaid code on Microsoft? Or enable monthly billing via MS? That might kick Telstra off the MS system. Otherwise you could try another month or so through Telstra to 'renew' the subscription then get both parties to independently disconnect from each other.

    Microsoft should be taking responsibility, but you might have to finagle the system to disconnect Telstra.

    • syousef on 03/03/2022 - 18:15

      Tried signing up back to PC Game Pass for $1 but that failed.

      • Switchblade88 on 03/03/2022 - 18:19

        $1 for a month might not work because it's a one-off deal per account. Maybe try paying the full $15 or so if you have that option?

        Otherwsie tell MS via support that you are unable to renew your subscription and they'll do whatever they can to fix the issue & take your money lol

  • br0yn on 03/03/2022 - 18:22
    +2

    I had a very similar issue. I signed up to a free month through Telstra - they offered me it when XCloud first launched. So that gave me +1 month on top of my already existing Games Pass Ultimate Subscription.

    My issue was, even after my free month from Telstra had ‘expired’…I was still getting all the benefits of games pass. So everything seemed great! Free games pass - I’m not complaining.

    But then a few weeks later obviously something clicked with Microsoft, and even though my subscription of ‘Games Pass Ultimate purchased from Telstra’ still said ‘active’ under my Microsoft account - my subscription benefits had definitely ended.

    Telstra was saying they had canceled it on their end (which I believe, everything on Telstra’s end said cancelled) but on my Microsoft account it still said active. Try as I might to get support from MS they refused; even after two escalations, they would keep coming back to me saying that I need go to Telstra.

    When I would click on ‘manage subscription’ in my Microsoft account, the link would go nowhere. Some ‘epay-worldwide’ page that never loaded, just a blank screen. There was definitely an issue in the hand-off between MS and Telstra when it came to managing that subscription purchased from Telstra.

    I ended up resolving the issue just by buying 1 months game pass ultimate from Microsoft again. I was able to do this, even though in my Microsoft account under manage subscriptions it still said ‘Active from Telstra’ because whenever I went to play a cloud game or a game that was on games pass - it said I had to renew my subscription finally.

    So that’s how I got out of it. Then I did the whole convert gold to games pass trick for 36 months once that paid month expired.

    Good luck!! It was a nightmare for me. 🤣

    • syousef on 03/03/2022 - 18:32

      I'm getting the same page not found on epay-worldwide. Tried buying Game Pass for PC for a month but it errored.

      • br0yn on 03/03/2022 - 18:59

        What error? And have you tried buying games pass ultimate?

        • syousef on 03/03/2022 - 19:01

          Gamepass Ultimate isn't an option - since it thinks I already have it.

          https://fwdms.epayworldwide.com/redirection?pfsi=LONGREDACTE…

          This fwdms.epayworldwide.com page can’t be found
          No webpage was found for the web address: https://fwdms.epayworldwide.com/redirection?pfsi=LONGREDACTE…
          HTTP ERROR 404

          • br0yn on 03/03/2022 - 19:05

            @syousef: I mean what error when you try and buy games pass pc from Microsoft?

            I wonder if redeeming a one month ultimate code will help.

            • syousef on 03/03/2022 - 19:07

              @br0yn: I don't get an error. It just doesn't give me an option in the first place. It always presents a "manage" button or link because it detects I already have a subscription.

              • br0yn on 05/03/2022 - 13:38
                +1

                @syousef: Have you gotten anywhere with this? What about trying to redeem a 3-month code?

                • syousef on 05/03/2022 - 22:39

                  @br0yn: Nope, nowhere.

                  I did try to subscribe to game pass for PC. Microsoft Xbox support was able to see a record of the attempt and that it errored. I was working today, and the weekend isn't a great time to follow up anyway. I can only hope Telstra or Microsoft will get back to me eventually because right now that account has been burnt on Xbox live.

          • steelau on 13/03/2022 - 09:49

            @syousef: I am getting the exact same issue.

    • Messiahlad on 27/04/2023 - 13:41

      Just popping in say thank you, I used my MS reward points to claim a 1 month ultimate code and used that to get my account back. I had to wait 14 days after cancellation for it to work and I now can see that I have 1 1/2 years of game pass remaining. I'm very glad to be actually manage my own damn account again. It was an affordable way to get the xbox Sx but losing access to manage my own account subscription so forcibly wasn't really mentioned in the fine print. Thank again for the information.

  • justdigi on 03/03/2022 - 18:57
    +2

    I know it’s not the same situation, but I had issues with GamePass via Telstra. For some reason it turned my Microsoft account into US dollars and I couldn’t redeem AUD Xbox gift cards on it. It took a chat agent 2 hours to fix the problem, but they were responsive. I’d recommend being persistent with Microsoft customer service, as they advised me to go to Telstra as well.

  • Topdog on 03/03/2022 - 22:22

    Go to hub.telstra.com.au sign into your Telstra account and go and manage the xbox sub in there it will allow you to cancel it. This was the one month gamepass deal from Telstra. It does not cancel your gamepass sub from the xbox deal.

    • syousef on 04/03/2022 - 02:08

      Already cancelled it there. It doesn't appear on my account at all anymore. I rang billing as per Microsoft's instructions and they can't even see it. I have a complaint in with Telstra. Will see what comes of that. I reckon I'm stuffed.

      • Topdog on 04/03/2022 - 07:07
        +1

        Ok spewing. Good luck

  • AustriaBargain on 04/03/2022 - 04:45

    I already had ultimate subscription too so I let my little brother claim it instead through the console. When I cancel it then it'll just top being paid for. I can't see where to cancel it though, it doesn't show up like a regular plan does in the app.

    • syousef on 13/03/2022 - 11:40

      If I got to the following page:

      https://hub.telstra.com.au/offers.html

      There is a section at the bottom "MANAGE OFFERS & SUBSCRIPTIONS"
      Under this is XGP. If I click manage next to XGP

      It shows my mobile number and see it as Cancelled
      And if I expand the arrow I see:
      Expired
      End date: 01 Mar 2022

      However if I go to the Microsoft account
      https://account.microsoft.com/services/xboxgamepassultimate/…

      I see Xbox Game Pass Ultimate
      Manage subscription
      Purchased from Telstra

      When I click the Manage link it takes me to a page not found at a URL
      https://fwdms.epayworldwide.com/redirection?pfsi=LONGREDACTE…

      Microsoft insist the subscription is expired but active and that for legal reasons only Telstra can cancel it, so I must contact them.

      I'm still waiting for my complaint manager to actually get back to me with a resolution. Apparently it is with their IT team. When I first contacted the Telstra billing number supplied by Microsoft, Telstra couldn't even find a record of my subscription and immediately closed my first case reference.

      Then when I put in a complaint at Telstra, my complaint manager conferenced in Microsoft support and then left the call, only for Microsoft support to repeat the same thing over and over. Microsoft support absolutely refuse to escalate and hung up on me when I insisted this was a security issue and I had been locked out of my account.

      So for now I'm stuck.

      I hope I'll eventually get account back (for paid stuff - I can still access it as you would with a lapsed subscription) but I'd warn anyone thinking of signing up to Xbox via a 3rd party not to do it as it isn't worth risking your account over a deal.

  • syousef on 28/03/2022 - 11:53

    The latest response from level 2 Xbox support at Telstra on this after 3.5 weeks of to and fro is as follows:

    "Microsoft places a ‘Grace Period’ on all partner billed subscriptions for 30 plus days based on the renewal date. The customer will be able to use a prepaid card, but in order to subscribe again, they will need to wait the time or see what Microsoft can do."

    The plus in 30 plus worries me. I have no idea how long it will actually be. This grace period wasn't disclosed in any of the documentation when I signed up. I have a complaint open with NSW Fair Trading. A total mess and no fun at all.

    So yeah, beware if you get offered a Live gold or GamePass subscription by a third party. Chances are when it expires you won't be able to re-subscribe elsewhere for 30 days afterwards.

  • syousef on 02/04/2022 - 02:20

    I have finally been able to re-subscribe to PC Game Pass directly with Microsoft as the subscription with Telstra had finally dropped off the account some time during the last few hours. In my case my subscription expired 1 March, and it was still there on the morning of 1 April but gone in the small hours of 2 April.

    I've only got my mobile phone with Telstra at this stage and I may look into moving that off. Realistically I'm not going to switch platforms so I'm stuck with Microsoft. Unless I missed something, Telstra and Microsoft both appear to have failed to disclose the "grace period" in any of the terms and conditions I was given when I signed up. Telstra took over 3 weeks to tell me about it and kept telling me to contact Microsoft and wouldn't do that on my behalf. Microsoft Xbox Support just point blank told me I had to deal with Telstra and would not escalate this issue..

    I'll be interested to see what NSW Fair Trading has to say.

    At least I have my account back now I guess.

    • mursecode on 04/05/2022 - 14:11
      +1

      dude i thought i was going mad. i have the exact issue ongoing. however my subscription was "cancelled" with a LOT more time left on the ticket, about 1.5years to be precise so if i have to wait for that and the 30 day "grace' period i'm screwed.

      interesting phrase where you say level 2 xbox support @ Telstra, i find they seem to respond an Iota faster with certain "keywords".

      i may try @Br0yn's method if my latest support ticket doesn't work. but not before i raise a few complaints and ask for a free month due to the hassle. that should pay for the GOLD month through xbox direct. incredibly frustrating.

      thanks heaps for following up and posting your final resolution.

    • mursecode on 04/05/2022 - 14:18

      also just to add salt to the wound, the ultimate was technically cancelled in February, yet on the Live account in order history i can see that each month they've added a new purchase of ultimate. on the 5th of every month (february, March April - soon to be 5th of May i assume by tomorrow). i can see it plain as day, manage button takes me to the telstra homepage and no sign of the subscription. so there's obviously some automatic process going on that just keeps purchasing an ongoing subscription that i have no access to. i show telstra the screenshots and the level one support staff just say, nope can't see it. yet it takes hours to escalate to some one in the back end that might be able to see it. they then usually "solve" it by not seeing anything and close the ticket. banging my head against a wall here.

      • syousef on 04/05/2022 - 14:29
        +1

        I would urge you to contact NSW Fair Trading or equivalent in your state. They aren't what they use to be either though. I'll have to check to see if something went to my spam folder but as far as I can tell they haven't responded to my complaint.

        I also think Microsoft is in the wrong for allowing a 3rd party to act for them in this way without disclosing that access to the account is lost for 30 days.

        • mursecode on 04/05/2022 - 14:31

          yeah im in QLD, will probs just go for ACCC. never had to get there, but i'm getting near to breaking my cherry.

          • syousef on 04/06/2022 - 10:21

            @mursecode: Good luck. NSW Fair Trading don't seem to have gotten back to me and it's been well over 30 days. The complaint was lodged 24 March.

            I am just glad to have my account back. I will obviously never use a 3rd party seller of Xbox/Gamepass services again.

  • pbaz on 04/06/2022 - 10:08

    I've gone through circles on this too, but solved in the end by redeeming points for a 3 month sub, now back to being managed by MS and me, not sure where the problem is but Telstra don't make it easy by hiding all the details of cancelled services

  • PTG Benny on 29/06/2022 - 13:02

    I just made the same mistake - I wish I read this thread before I redeemed the 1 month from Telstra.

    I have no idea how long I had remaining on my existing subscription, is there any way I can find this out?

    Also, I have cancelled the auto renewal with Telstra and they have advised my existing subscription service will resume after the 1 month but I highly doubt it.

    Is there anything else I can do in the meantime?

    • syousef on 30/06/2022 - 00:06

      You've got to wait 30 days (or a couple of days longer) for the account to become available through Microsoft again. There doesn't seem to be any transparency.

      Fair Trading eventually got back to me and Telstra the next day offered me some credit, which I accepted. That was better than nothing but I'd rather not have lost my account for a month. It wasn't worth the stress and all the time wasted with back and forth. They shouldn't block re-subscribing through other providers, and if they really must do that they should at least have to be transparent about it!

      • PTG Benny on 30/06/2022 - 09:17

        It is affecting my EA Play membership as Telstra use a different email address to my Microsoft one, so I want to just cancel the Telstra active subscription. Is there any way to do this?

        • syousef on 30/06/2022 - 10:53

          You can ask them to cancel the active subscription but unless they have changed something my understanding is you won't be able to resume your membership with anyone else for 30 days after the remainder of your currently paid for subscription expires. So if you're paid up till July 17, and you cancel today you'll lose access on July 17 and won't be able to sign up until August 18 or so. That's how it works for the Game Pass subscription anyway. I have no idea about EA.

  • syousef on 08/07/2022 - 14:19

    You'll love this. I now have a credit in my account as compensation/good will from Telstra, but it's not applying to my bills and I'm still being direct debited. As of September last year I've only had my mobile with Telstra. The funds are appearing against my old broadband bundle when I go into My Telstra. UNBELIEVABLE. They had me thinking they'd at least TRY to make good. I wonder if this can be sorted and how many more months it will take to actually get money. This has now been going on for months. I'm exhausted.

  • manara2323 on 15/10/2022 - 17:26
    -1

    For anyone who is having similar issues. You can purchase a 1-month Ultimate subscription, then call Microsoft and ask for a refund. Once refunded, the Telstra billing will be unlinked and you'll be ready to redeem any gift cards. Took me days to figure this out.

    • syousef on 15/10/2022 - 21:07

      Microsoft absolutely point blank refused to do anything to cancel the subscription or unlink it. I tried multiple times.

      Microsoft support got downright rude and told me that as I had signed up with Telstra they could not legally cancel the contract. Furthermore they told me that I would have to wait for an exclusivity period as per their arrangements with third party re-sellers.

      I talked to Telstra multiple times and they couldn't help. Their support and complaints people would escalate it and had no idea how I could get access to my account back. In the end, once it hit NSW Fair Trading, another level of complaint manager was assigned and I was offered compensation which I accepted. By that point I'd already sat out the 1 month wait after the access had expired and had finally gotten access back so that signing back up through Microsoft worked.

      Getting that compensation from Telstra also took months to process and was a whole different mess - initially they offered money off my bill, then when that didn't work because they couldn't credit the right account, I got a sum in my bank account.

      Read through what I wrote on the other thread for more detail and a better idea of the timeline.

      • Messiahlad on 27/04/2023 - 13:44
        +1

        Thanks again for all the information that you have shared, it helped me a ton! every bit of it, I now have control of my subscription again.

        • syousef on 27/04/2023 - 18:41
          +1

          Did you get Telstra to actually make a change or did you just wait out the 30 days?

          • Messiahlad on 10/05/2023 - 14:15

            @syousef: I had to wait two weeks after cancelling before I could use a One month Ultimate card that I redeemed with my MS points. Once it went through, I could see my remaining credits on my MS account, which was nearly 2 years worth. I definitely didn't need to be paying a monthly sub with that much credit.

          • Messiahlad on 10/05/2023 - 14:20

            @syousef: Added note, I just checked my bill, Telstra just prorata credited my account for the difference of the unused monthly payment. Very un-Telstra of them, but it's a nice change from the norm.

            • syousef on 11/05/2023 - 05:57

              @Messiahlad: Perhaps it's just random. Or perhaps complaints to Fair Trading (mine and I assume others?) eventually resulted in some change.

              I'm still with Telstra for mobile since their coverage is best where I need it most, and the alternative is often no coverage. Wish I could change. But at leat I got off their broadband.

  • hrcdan on 19/06/2023 - 13:08

    I went through this too, even though had nearly a year left, rejoined gpu on below link for 1 month & turned off recurring billing, went back to normal straight away and still have a year left

    https://www.xbox.com/en-au/xbox-game-pass?ef_id=k_Cj0KCQjw1rqkBhCTARIsAAHz7K0rucAqEQsGuBxtz4wWbyPBXAoyvS0XhbHY6UdeRxk8VKZA8U-Bm5MaAn3mEALw_wcB_k&OCID=AIDcmm3h6r2g05_SEM__k_Cj0KCQjw1rqkBhCTARIsAAHz7K0rucAqEQsGuBxtz4wWbyPBXAoyvS0XhbHY6UdeRxk8VKZA8U-Bm5MaAn3mEALw_wcB_k_&gad=1&gclid=Cj0KCQjw1rqkBhCTARIsAAHz7K0rucAqEQsGuBxtz4wWbyPBXAoyvS0XhbHY6UdeRxk8VKZA8U-Bm5MaAn3mEALw_wcB#join

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