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hellraiser_23
Level 2: Rookie

Re: Gamepass Ultimate not being auto-renewed.

Reset your console now everyone it has just worked for me!

Stephen MacDonald
Hazwald
Level 3: Gumshoe

Re: Gamepass Ultimate not being auto-renewed.

Did they email you and tell you to do that? I tried it the other day and it did nothing

hellraiser_23
Level 2: Rookie

Re: Gamepass Ultimate not being auto-renewed.

I just received an email telling me that the issue is fixed and to reset

Stephen MacDonald
Hazwald
Level 3: Gumshoe

Re: Gamepass Ultimate not being auto-renewed.

Ok - well I havent received an email so I’m guessing mine isn’t fixed yet


 

hellraiser_23
Level 2: Rookie

Re: Gamepass Ultimate not being auto-renewed.

Just try it anyway what you got to lose?

Stephen MacDonald
Oldmatezac
Level 3: Gumshoe

Re: Gamepass Ultimate not being auto-renewed.

Tried it again, didn’t work 

Moraeulf
Level 3: Gumshoe

Re: Gamepass Ultimate not being auto-renewed.

I just turned on mine for the first time to find out that I got hit by this issue as well, how frustrating! First time I've had to game in a while and can't play due to Telstra..

 

Logged a support request but if it's anything like the last one I logged I will be waiting weeks and besting my head against the wall.

Oldmatezac
Level 3: Gumshoe

Re: Gamepass Ultimate not being auto-renewed.

I’d love to offer you a solution but since last month nothing has changed, telstra have never contacted me back after 3 inquiries with them and multiple chats to customer support. this is beyond unacceptable. I’ve contacted the ombudsman and they have another week to solve my issue before the ombudsman can really go in on them.

 

if nothing happens I will be canceling the contract for sure, I don’t want to pay a company that’s so blatantly ignoring their customers.

Hazwald
Level 3: Gumshoe

Re: Gamepass Ultimate not being auto-renewed.

Yep mine is still going on. They keep telling me it is a know. Issue but no ETA to fix. I have lodged a case with the Ombudsman too. If it isn’t fixed by the next billing cycle I may even send the CEO an email as I have heard that works to give your case some focus.....

Moraeulf
Level 3: Gumshoe

Re: Gamepass Ultimate not being auto-renewed.

I am not surprised if I'm honest, I've had very little luck with Telstra support without escalating to a complaints channel. Took me 2 weeks to get then to understand an esim issue once.

 

I contacted support last night and they offer to help, pass you around and then they sent me the how to activate instructions as a solution. Eventually after I less than patiently explained to them that they didn't listen to the problem in the first place they acknowledged the problem and promised to get back in 48 hours - which of course they probably won't at which point I will follow both of your examples and escalate.

Hazwald
Level 3: Gumshoe

Re: Gamepass Ultimate not being auto-renewed.

Yep I think we have all been on the merry go round that is Telstra customer support. I experienced exactly the same thing trying to get them to understand the issue as well. I’ve latched onto them thru Facebook messenger for this one. Someone logged a fault for me this way and they are the ones telling me about the issue (although they are not very effective at fixing it), giving me fault updates and escalating. It also gives me a great way of having a written record of just how bad the experience really is too should I ever need it. I wish you all the best fixing it - I’m 3 weeks in now and don’t really feel any closer to it being resolved........

JustMe15
Level 4: Private Eye

Re: Gamepass Ultimate not being auto-renewed.

Good luck it took me 5 months, I suggest lodging a complaint with the TIO, it's quick and easy and will prompt a quick response from Telstra.

Moraeulf
Level 3: Gumshoe

Re: Gamepass Ultimate not being auto-renewed.

So they got back to me today with instructions to do the reset, which of course did not work. I'm just building enough of a complaints trail so I can justify the TIO step.

 

Seems to me they didn't fix it for everyone.

Oldmatezac
Level 3: Gumshoe

Re: Gamepass Ultimate not being auto-renewed.

I’ve done this reset 3 times and it’s never worked. Telstra has till 19/3 to fix mine before i contact the TIO for a 2nd time however after this whole stuff around if I’m not reimbursed appropriately I’ll be canceling the contact.

Moraeulf
Level 3: Gumshoe

Re: Gamepass Ultimate not being auto-renewed.

I lost it with them last night, whoever it was on the other end was more clueless than usual, he suggested I take it to a telstra store to fix?!?  Absolutely ridiculous so I snapped and lodged a TIO like you.

Angela_H
Support Team
Support Team

Re: Gamepass Ultimate not being auto-renewed.

Hi Folks, 

It's certainly concerning that so many people on this thread have had issues with their Game Pass. 

For anyone that's still effected please send me a private message to I can escalate each of your cases.

Angela 

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Hazwald
Level 3: Gumshoe

Re: Gamepass Ultimate not being auto-renewed.

Hello Angela, thanks for that - I will send you a PM to see if there is anything you can do. I got told Monday my ‘case manager’ (didn’t know I had one) would contact me this week with an update and so far, nothing, which isn’t surprising really.

Moraeulf
Level 3: Gumshoe

Re: Gamepass Ultimate not being auto-renewed.

Hey all, my case manager has updated me saying that it is now a known issue but they have no resolution available yet. Its still under investigation.

 

This is a little improvement from the start of the week where I was told there was no issues effectively.

RyanH
Support Team
Support Team

Re: Gamepass Ultimate not being auto-renewed.

OK I understand, I trust they will have this one wrapped up with you soon. We are still here if you need us.

- Ryan

Need help? Check out our Community Wiki or Support Portal || Looking for a new mobile? Order online today || Get help with any Tech at Home with Telstra Platinum || Don't forget to tag answers as Accepted Solutions and give a Like to the member(s) who helped you out.

All moderation actions are supported by the CrowdSupport Community Guidelines

Oldmatezac
Level 3: Gumshoe

Re: Gamepass Ultimate not being auto-renewed.

I have contacted you guys 4 times and been told my case would be elevated to the Xbox division and I would be contacted back within 24-48 hours. I have never been contacted back. Can you help me?

RyanH
Support Team
Support Team

Re: Gamepass Ultimate not being auto-renewed.

Hey Oldmatezac, I have sent you a PM. - Ryan

Need help? Check out our Community Wiki or Support Portal || Looking for a new mobile? Order online today || Get help with any Tech at Home with Telstra Platinum || Don't forget to tag answers as Accepted Solutions and give a Like to the member(s) who helped you out.

All moderation actions are supported by the CrowdSupport Community Guidelines

Hazwald
Level 3: Gumshoe

Re: Gamepass Ultimate not being auto-renewed.

Another week and still no updates or fix for the problem. This is just absolute garbage now!

Oldmatezac
Level 3: Gumshoe

Re: Gamepass Ultimate not being auto-renewed.

Well I haven’t heard anything and nothing is fixed for me still. Tomorrow I will be contacting the TIO as they said if Telstra hadn’t resolved my issue by then to call them, hopefully they can sort something out.

 

in the meantime I’m very tempted to buy game pass for myself as I haven’t been able to play games for 3 weeks now however I’m worried that will be too much for Telstra to handle and will break them even more.

JustMe15
Level 4: Private Eye

Re: Gamepass Ultimate not being auto-renewed.

Everyone just use the online form with the TIO and lodge your complaint, then things will actually happen with TELSTRA. Trust me my game pass issue is now fixed after the TIO complaint and I got $400 credit. Just do it!!!! Until I lodged the complaint telstra had been **bleep** me about for FOUR MONTHS, don't let the same thing happen to you guys just lodge it!!!!

Oldmatezac
Level 3: Gumshoe

Re: Gamepass Ultimate not being auto-renewed.

I lodged a TIO complaint 3 weeks ago and I haven’t heard anything, what did you say in yours?

JustMe15
Level 4: Private Eye

Re: Gamepass Ultimate not being auto-renewed.

I actually posted the whole thing on a thread on here for everyone, they emailed me a ref number once it was lodged and then rang me the next day. The TIO took immediate action and gave TELSTRA deadlines etc which they sent me in an email. 

Oldmatezac
Level 3: Gumshoe

Re: Gamepass Ultimate not being auto-renewed.

Damn well the TIO’s deadline for Telstra is tomorrow for me however they didn’t contact me. I’ll contact them again tomorrow which I assume will speed up the process massively as Telstra didn’t meet the deadline.

Hazwald
Level 3: Gumshoe

Re: Gamepass Ultimate not being auto-renewed.

Yep my case is with the TIO too, but it has one more week to run on it. I have taken out my own subscription to Xbox live now as that is the whole value of this bundle, something Telstra fails to realize. In all my years of being on live since it’s inception, I have never experienced anything like this. It also confirms I’ll never do it again either. As I’ve said before, the concept of this bundle was great but the execution has been appealing! 

Oldmatezac
Level 3: Gumshoe

Re: Gamepass Ultimate not being auto-renewed.

Well spoke to the TIO today as Telstras time frame to fix it was up, they told me up to 8 weeks to get assigned a case manager which is just great. For now I’m going to have to purchase game pass again myself. Telstra better be reimbursing me for the game pass I buy and my god they better give me a decent amount of credit otherwise I’ll be furious.

Moraeulf
Level 3: Gumshoe

Re: Gamepass Ultimate not being auto-renewed.

That's terrible news, I gave up on support and have also gone TIO but have to get through the wait period as well.

 

It's a joke that something as simple as renewing a subscription takes them months and apparently not a single person in there has any idea.

 

If we buy out own temporarily are you worried it might confuse these Muppets for fixing it?

Oldmatezac
Level 3: Gumshoe

Re: Gamepass Ultimate not being auto-renewed.

Yeah mate I’m really worried.... however I’ve spent the past month without many gaming sessions with my mates and I’m over it, I just renewed it myself and if this causes more issues I will straight up terminate the contract with Telstra.

Moraeulf
Level 3: Gumshoe

Re: Gamepass Ultimate not being auto-renewed.

Yeah, makes sense to me to do it that way as well.

 

It has been a joke, mine has been expired since Feb. I've had my run ins with T support before but they really have moves to a new level of useless. Noone seems to have any idea at all, and most of the time don't look like they even know they offer the product.

 

Out of curiosity have you perhaps had your MS account with a different email address in the past? I noticed I received some gamepass emails but they were to an older email that is no longer the primary address and wondered if that is what has happened?

Hazwald
Level 3: Gumshoe

Re: Gamepass Ultimate not being auto-renewed.

I’ve always used the same email address for my account so don’t think that will be the issue. Mine has only been off for a month but I paid for the game pass myself after a week and it shouldn’t make it any harder for them to fix as I’m sure people came in with existing subscriptions so it should roll over ok.

I’m also going to start short paying my bill by $31.90 - the $15.95 for the game pass and the $15.95 I also have to pay Microsoft whilst they fix 5he stuff up. I might even deduct the previous months off the bill too and they can sort it out at the end.

I do agree though - the customer experience with this is appalling and has reached new lows, even for Telstra.

Oldmatezac
Level 3: Gumshoe

Re: Gamepass Ultimate not being auto-renewed.

I’ve just paid my Telstra bill minus $16 for game pass, I bet you they call me the second it’s overdue to chase it up. But I’m with you on this one man, I feel the only way we are gonna force a fix at this point is by doing something like this.

Moraeulf
Level 3: Gumshoe

Re: Gamepass Ultimate not being auto-renewed.

I agree with you both and will do the same, nothing gets their attention like not paying a bill.

Moraeulf
Level 3: Gumshoe

Re: Gamepass Ultimate not being auto-renewed.

I noticed after that quick flurry from the support reps they have all now vanished after making useless promises. How hard can it be for them to fix a billing issue?

 

After mine got escalated to the TIO the case manager also stopped communicating, not that anything helpful was coming from that anyway.

 

I assume everyone else is also getting silence?

Hazwald
Level 3: Gumshoe

Re: Gamepass Ultimate not being auto-renewed.

Yep, correct. I sent Angela a PM as requested almost 2 weeks ago now and haven’t heard anything from her. I hear nothing from case managers or anyone else.

 

I still dont understand how hard it can be to fix. I might go thru a few other groups and see how prolific it is. I also think it’s time to send an email to the CEO highlighting our absolute displeasure, not just with the issue, but now at the appalling and disgraceful way they are treating us as customers. 

if you are interested in this PM me and we will discuss in private, but I know when complaints hit his office, they do get action and hopefully this will get some scrutiny!!

ShannonD
Support Team
Support Team

Re: Gamepass Ultimate not being auto-renewed.

Hi Everyone,

My understanding is that that the game pass issue has been resolved. It's best to go into Settings > System > Console Info > Reset Console > Reset & Keep My Games & Apps.
Once the console restarts and you log in, you may either see a new subscription to claim or be able to go into Game Pass .

If you're still having trouble though, please chat with us through the My Telstra app & we'll be able to escalate this further to our gaming support team. To do that, open the Telstra app then tap the 'get help' tab at the bottom of the screen & you will see the blue speech bubble to 'Message Us'. While you will first speak with our virtual assistant Codi, follow the prompts & they will put you through to a team member that can assist further if you type 'more help' or ask for a 'consultant'. Make sure notifications are on within the Telstra app too, this way you can go about your day & reply further there when you get a response.

I'd recommend having your billing account number, console serial number & gamertag on hand. It will needed & help in the remediation process. We appreciate your understanding & apologise for any inconvenience caused. 

____________________

Need help? Check out our Community Wiki or Support Portal || Looking for a new mobile? Order online today
Don't forget to tag answers as Accepted Solutions and give a Kudo to the member(s) who helped you out

All moderation actions are supported by the CrowdSupport Community Guidelines

Moraeulf
Level 3: Gumshoe

Re: Gamepass Ultimate not being auto-renewed.

Hi,

 

No it still doesn't work, this will be the 6th reset. Your support is useless, I can guarantee that if I was to go down that route again I'll get someone who has no clue. I'd rather have my teeth extracted than talk to another support person on the app.

 

We all have open cases with you, how about you do your jobs and contact us to resolve.

Hazwald
Level 3: Gumshoe

Re: Gamepass Ultimate not being auto-renewed.

I have done this multiple times too and it doesn’t work. I am fed up of calling and messaging you - why don’t you call me instead. I have open tickets, have given my billing details, etc multiple times and Telstra know I have a problem so why should I have to always do the chasing?

 

I am fed up of wasting my time to fix this and will be following thru over the next few days to email the CEO to express my feelings on the ‘customer service’ experience to resolve.

 

Your messaging app is just another source of frustration as the people on the end of that have no idea - I have all the screenshots to highlight just how pointless that is!

Hazwald
Level 3: Gumshoe

Re: Gamepass Ultimate not being auto-renewed.

And just to be clear Shannon, not ONE person from Telstra has EVER contacted me proactively on this issue and it has now been going for over a month.

 

I have 2 basic questions that still remain unanswered:

 

1. What is the problem ( I assume I know what it is, but no one from Telstra has ever told me)?

2. When will it be fixed?

 

Pretty basic questions really........

Moraeulf
Level 3: Gumshoe

Re: Gamepass Ultimate not being auto-renewed.

Holy crap, so I gave it another effort to contact support via the app and they dissapointed as usual. After taking 20 minutes to "Consult with someone" they once again tried to direct me to go to a store... Yeah, like that would help.

 

So I pushed to contact a gaming specialist, I get told that they cannot be reached on chat and to call 132200.  So stupidly I did this, the lady on the phone proceeded to tell me that she couldn't help and get this...... That I should try the app....  I told her that I had done that and they said to call, so she then said she could give me a number to call.... This is the INCREDIBLE part, the number she gave was .... 1322000  What the? Is everyone in T support completely incompetent? Could they be more circular if they tried?

 

I hope the TIO rips them a new one, at this point I just want out. Give me a credit and I will cancel the contract deal with the payout and pay this myself so it work

Oldmatezac
Level 3: Gumshoe

Re: Gamepass Ultimate not being auto-renewed.

Hey Guys, yesterday I got an email from Telstra saying they believe my issue has been solved and the case was closed. Today I turned on my Xbox and navigated to the ‘included with this Xbox’ section of the settings and found I could redeem the Xbox all access again, just like I did when I first got my Xbox. This gave me game pass ultimate again, I’m not sure if it’ll auto redeem next month like it’s meant to but at least it’s something positive.

 

good luck with your issues, I’ll be in touch in a month if they manage to screw it hp again.

Moraeulf
Level 3: Gumshoe

Re: Gamepass Ultimate not being auto-renewed.

Thats good news, I'm glad someone has been able to get some success with this issue. Thats all we are all wanting is for the problem to be fixed!

Nic15
Level 1: Cadet

Re: Gamepass Ultimate not being auto-renewed.

Are you kidding me! Have you read any of the complaints in this thread. My Telstra App support messaging is a complete have. Everyone in support must have the same copy and paste answers to make you believe you are being helped and that someone will contact you in the next 24-48 hours. I'm pretty sure 2 months is more than 48hours!!! I refuse to pay my Telstra bill until this is fixed. Who is running this show, in particular who is in charge of Gaming. Are Telstra and Microsoft not speaking to each other or prehaps its fun for Telstra to see how many people they can stress out. At the very least release a known issue statement (including within your own company) so that everyone can get on with it or is that too many people to refund for the service you continue to charge for! Mental Health in this current environment is huge and Gaming can be a massive stress release for some people. To be lured into a false contract and given the run around has done the complete opposite of what it should do. The Telecommunications Industry Ombudsman sounds like the next best path to take before consulting a lawyer to sue for the outrageous way this is being handled.  

krysss
Level 1: Cadet

Re: Gamepass Ultimate not being auto-renewed.

I got the same problem I have an Xbox S it’s now been nearly 3 months no access to my Xbox been into Telstra every two weeks

krysss
Level 1: Cadet

Re: Gamepass Ultimate not being auto-renewed.

I did this too and it worked 😁😁😁😁😁😁😁😁 Soooo happy 

MaddicksC
Level 1: Cadet

Re: Gamepass Ultimate not being auto-renewed.

Mate I’m having the same issues and have done the reset and spoken to everyone on the my telstra app and nothing has happened I lodged a complaint 8 weeks ago and have heard nothing. I’m paying for a service that I’m not recieving can you help me?


@ShannonD wrote:

Hi Everyone,

My understanding is that that the game pass issue has been resolved. It's best to go into Settings > System > Console Info > Reset Console > Reset & Keep My Games & Apps.
Once the console restarts and you log in, you may either see a new subscription to claim or be able to go into Game Pass .

If you're still having trouble though, please chat with us through the My Telstra app & we'll be able to escalate this further to our gaming support team. To do that, open the Telstra app then tap the 'get help' tab at the bottom of the screen & you will see the blue speech bubble to 'Message Us'. While you will first speak with our virtual assistant Codi, follow the prompts & they will put you through to a team member that can assist further if you type 'more help' or ask for a 'consultant'. Make sure notifications are on within the Telstra app too, this way you can go about your day & reply further there when you get a response.

I'd recommend having your billing account number, console serial number & gamertag on hand. It will needed & help in the remediation process. We appreciate your understanding & apologise for any inconvenience caused. 


LauraBee
Support Team
Support Team

Re: Gamepass Ultimate not being auto-renewed.

Hey there! Do you have your complaint number regarding the Xbox All Access issue? Happy to follow this one up for you! 

 

 

- Laura

MaddicksC
Level 1: Cadet

Re: Gamepass Ultimate not being auto-renewed.

No mate I don’t, I lodged another one that was escalated this morning on the my telstra app and they didn’t give me one either

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