BT has apologised after it emerged that some broadband customers are being charged for Xbox Game Pass subscriptions without their knowledge.
People have been complaining about the problem, which results in an extra £10 being added to monthly bills, since at least October 2023, and the issue appears to be ongoing.
“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 told 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.”
BT didn’t explain why customers are being unknowingly charged or how widespread the problem is.
One affected customer said he found out about the charge when he received an email thanking him for activating his subscription.
A customer service agent reportedly told him via webchat that “this was an issue between BT and Microsoft, where this was being kind of randomly enabled and activated on people’s accounts”.
Titles which joined Game Pass in January include Assassin’s Creed Valhalla (Cloud, PC, and Xbox Series X|S), Resident Evil 2 (Cloud, Console, and PC), Close to the Sun (Cloud, Console, and PC), F1 23 (Console and PC, EA Play) and Palworld (Cloud, Console, PC).
Next month’s Game Pass additions will begin with Persona 3 Reload (Cloud, Console, and PC) on February 2 and Anuchard (Cloud, Console, and PC) on February 6.