captainfez
Level 2: Rookie

Gamepass Ultimate not being auto-renewed.

Hi. I received my Xbox Series X a couple of months ago and redeemed the code on the machine (as it doesn't come with a physical one like the One S) at setup. This rolled my previous membership into a Game Pass Unlimited/Ultimate membership, and everything worked fine. Until yesterday.

 

Now, I have no access to any games on the Game Pass or Gold system, including the ones I attached when I was paying the membership.

 

I've missed out on some online stuff due to it being cratered like this. Having everything in one payment was the point of getting it through Telstra. If I go into the Subscription part of the Xbox, it says that my Ultimate was cancelled on 4/1/2020 and the last billing date (when I assume I was paying) was in November. The only option I have on the screen is to renew my membership myself, which I don't want to do as it's meant to be included with the system.

 

Last night I spoke to a Microsoft agent on Xbox support who said I was the seventh person they'd spoken to with this problem, and that it's on Telstra to renew the membership. They said Microsoft can see there's a membership on the account but can't do anything to it as it's run through Telstra billing. They also said that in their experience, Telstra would likely have to send out new codes EACH MONTH to renew the membership.

 

Can you please advise how I get my membership activated again? Chat help keeps pushing me towards pages telling me how to redeem codes, which isn't applicable here.

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107 REPLIES 107
captainfez
Level 2: Rookie

Re: Gamepass Ultimate not being auto-renewed.

Chat help still saying "Call Microsoft". They've given me a service ID which I think is going to be Telstra-specific only so... I have no idea. But still have no access to the included membership any more. 

captainfez
Level 2: Rookie

Re: Gamepass Ultimate not being auto-renewed.

Spoke AGAIN to MS who tell me that as the contract is with Telstra, only they have the ability to turn on/off Game Pass Ultimate memberships on my account. (Or at least the one that's attached to the account.) 

 

If I look at my MS billing history there's a $0 item for Game Pass Ultimate that was declined yesterday, which is when my Game Pass Ultimate cut out, so I assume Telstra hasn't let MS know "hey, this guy should have this membership!" for this month. 

 

Can I please get this sorted? 

Trec74
Level 2: Rookie

Re: Gamepass Ultimate not being auto-renewed.

I’ve got the same problem.

Im still waiting for over an hour for a response from the Telstra chat.

I just chatted with Microsoft, they initially told me I had to add a payment method to the subscription.

I was having trouble getting across to them that it should be payed by Telstra.

The penny dropped when I asked them to look for the payment method for the order no for the initial month.

This then got them on board that the first Telstra Token was only for one month, they say it should be a 24 month subscription.

captainfez
Level 2: Rookie

Re: Gamepass Ultimate not being auto-renewed.

MS told you that they couldn’t change the account status as well?

This thing has been remarkably badly handled. I wonder how many people have this issue. 

Trec74
Level 2: Rookie

Re: Gamepass Ultimate not being auto-renewed.

Ok so I messaged their Facebook team and got the following response.

“Hey Troy,

Definitely no good to hear of your Ultimate Game Pass and it not auto-renewing.

I recommend having a chat with us via https://tel.st/q3uaw so we can find out what's going on.

Renee”

 

I clicked the link on my iPad and it opened a chat session in iMessages.

Response time is still very slow but they seem to have a bit more of a clue.

They have asked for the serial no of my Xbox and told me this has been escalated and to look for an email within the next 24 to 48 hours.

Trec74
Level 2: Rookie

Re: Gamepass Ultimate not being auto-renewed.

So the messaging team has gotten me nowhere.

No emails and still no Gamepass.

I’m going to try the Facebook Team as they seemed to want to help.

If that doesn’t get me anywhere then it’s an email to the TIO I guess.

I have also found a link to a form to the CEO’s office which may also get some action https://say.telstra.com.au/customer/general/forms/contact-ceo-form

 

 

 

ECSL
Telstra Products & Services Team
Telstra Products & Services Team

Re: Gamepass Ultimate not being auto-renewed.

Hi Trec74, 

I've private message you for details. 

Thanks. 

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chrisjw1980
Level 2: Rookie

Re: Gamepass Ultimate not being auto-renewed.

Same Issue on My account hasnt rebewed and says declined

chrisjw1980
Level 2: Rookie

Re: Gamepass Ultimate not being auto-renewed.

same issue with renewal how do i fix this i have called and used online assistant but no one seems to be able to help

chrisjw1980
Level 2: Rookie

Re: Gamepass Ultimate not being auto-renewed.

asd1193
Level 1: Cadet

Re: Gamepass Ultimate not being auto-renewed.

same problem. .  . should i ring telstra ?

asd1193
Level 1: Cadet

Re: Gamepass Ultimate not being auto-renewed.

keep us updated

Trec74
Level 2: Rookie

Re: Gamepass Ultimate not being auto-renewed.

I hope everybody in this thread has been messaged by one of the support team like ECSL.

I was told there is a glitch and they are now working on it and I could expect to be contacted by the end of the week.

If you haven’t been messaged maybe try personal messaging ECSL.

Otherwise I guess try the link I gave above to make a complaint to the office of the CEO or just go straight to the TIO.

Aaron_78
Level 1: Cadet

Re: Gamepass Ultimate not being auto-renewed.

Same issue here. 

I originally had the issue on 31 Jan.

Im still waiting 13 days later for some sort of communication back from telstra.

I have (today) messaged ECSL with my case number... Let see.

What is eveyones thoughts on some sort of compensation?

I havent been able to use gamepass by telstra for 13 days.

 

Take care everyone!

ErwinW
Level 2: Rookie

Re: Gamepass Ultimate not being auto-renewed.

I am having the same problem as everyone else here.

I activated my XBOX series X on 20 Nov.

When I press the 'Claim It' button I only get 1 month free.

It auto renewed on 20 Dec to Telstra sub but stops working on 20th Jan. 

It attempted to renew on 20th but said declined.

I am still paying Telstra for the subscription but I have no game pass subscription since 20th Jan 

The only way to subscribe was to pay through Microsoft.

I am now having to pay Microsoft as well as Telstra to be able to use my XBOX.

If you know the answer to this question and knows how to fix it, it would be in the best interest of everyone if you tell us here instead of private messaging. 

In order not to waste my time please do not copy and paste generic responses from your website, I have read them all. I have also spent days on live chat and Microsoft tech support.

I have no resolution so far.

asd1193
Level 1: Cadet

Re: Gamepass Ultimate not being auto-renewed.

hey guys its been three weeks now after escalating it multiple times, through the gold member chat, they said check out the all access troubleshooting FAQ lol. Literally no help in three weeks. I have lost total faith anyone in telstra knows or cares what is going on, but the bills still keeping though. . . .

chrisjw1980
Level 2: Rookie

Re: Gamepass Ultimate not being auto-renewed.

All the Same as you have described, I have cases raised with telstra and xbox. The only help via private message was that they are raising the Case with XAA team and gave me a 1 month pass key, albeit I have already paid via Microsoft subscription for the month so all a bit late really. So far I have had the Xbox since November 2020 and only received 1 month free so have had to pay for additional subscriptions since. 

chrisjw1980
Level 2: Rookie

Re: Gamepass Ultimate not being auto-renewed.

Please make sure you post to Telstra Facebook, hoping to create some noise because no-one seems to be resolving or even acknowledging the issues https://www.facebook.com/Telstra/

 

JustMe15
Level 4: Private Eye

Re: Gamepass Ultimate not being auto-renewed.

Has anyone actually had a SOLUTION from Telstra about this issue? I've now been SIX WEEKS, 12 reference numbers, FIVE COMPLAINTS, and STILL NOT RESOLVED. Telstras latest 'solution' was to replace my Xbox, they obviously don't even understand that it isn't the Xbox, its the Microsoft Account linked to the subscription. If they can't solve the problem give us a code to redeem so we can at least access WHAT THEY ARE CHARGING US FOR!!! Anyone!?? This is beyond a pathetic joke!

hellraiser_23
Level 2: Rookie

Re: Gamepass Ultimate not being auto-renewed.

Telstra are the biggest joke for customer service.

 

They offer a service and yet no one knows what you are talking about, I had xbox and telstra on the phone at the same time talking to each other and still not resolved. Was given 1800 338 186 to call by xbox support which they were instructed to do and all that takes you to is billing where no one knows what you are talking about.

 

I have been put on hold countless times today only to have the call be cancelled with no call back my subscription expired 9th of Jan and i have had no solution as yet!!

I have cancelled all payments and will be talking to the ACCC regarding this matter. 

Stephen MacDonald
Trec74
Level 2: Rookie

Re: Gamepass Ultimate not being auto-renewed.

I had a phone call today from support.  They were corresponding with the platinum support team in the background.

This is the first time I have been given a reference no.

I received an email during this phone call apologising and offering a free month of game pass with an included voucher code.

This email is also telling me there will be a fix by the 26th of March.

I hope other people are getting help like this, I have now received 2 free voucher codes and at most have not had game pass for maybe 3 or 4 days.

 

 

hellraiser_23
Level 2: Rookie

Re: Gamepass Ultimate not being auto-renewed.

Funny I wonder if it's because I got hold of someone in Australia and explained it all to the complaints team that the customer service told me didn't exist. As 20mins after talking to her I was refunded every month I missed an given a free month.

Stephen MacDonald
Trec74
Level 2: Rookie

Re: Gamepass Ultimate not being auto-renewed.

I have been direct messaging ECSL, she seems to chase these things up.

Phone call yesterday definitely felt like someone who was aware there was a problem and not trying to fob me off that there is no problem.

 

JustMe15
Level 4: Private Eye

Re: Gamepass Ultimate not being auto-renewed.

So after nearly SEVEN WEEKS now I finally received a message from ECSL with a one month token and was told the problem 'should' be fixed by March 12th, and will get details on the fix via email. If anyone gets this email fix lets post it on here if we can. I also complained and got $200 credit on my account, suggest everyone do the same. 

Hazwald
Level 3: Gumshoe

Re: Gamepass Ultimate not being auto-renewed.

Hello,

 

can you point me in the direction of who helped you with this - it is happening to me now and I’d like to try and find the path of least resistance to sort it out.

 

Cheers,

leigh

hellraiser_23
Level 2: Rookie

Re: Gamepass Ultimate not being auto-renewed.

Contact the complaints department it's the easiest way to move forward.

All other departments haven't got a clue.

Stephen MacDonald
Hazwald
Level 3: Gumshoe

Re: Gamepass Ultimate not being auto-renewed.

Cool - I will use their online complaints form. Talking to customer service is like talking to a brick wall. 

hellraiser_23
Level 2: Rookie

Re: Gamepass Ultimate not being auto-renewed.

No don't do that i will find you the number for their direct line that i called.

 

I spoke with an awesome lady who was the manager and stuff got sorted.

Bonus thing was she was based in Melbourne.

 

Let me find the number for you.

Stephen MacDonald
Hazwald
Level 3: Gumshoe

Re: Gamepass Ultimate not being auto-renewed.

That would be great as I won’t use the main number any more and the complaint form on their web site gets to someone, eventually. 

hellraiser_23
Level 2: Rookie

Re: Gamepass Ultimate not being auto-renewed.

132200 is the number i think.

Stephen MacDonald
hellraiser_23
Level 2: Rookie

Re: Gamepass Ultimate not being auto-renewed.

Sorry that's not the number.

Stephen MacDonald
hellraiser_23
Level 2: Rookie

Re: Gamepass Ultimate not being auto-renewed.

1800 338 186 Ask for the complaints team

Stephen MacDonald
hellraiser_23
Level 2: Rookie

Re: Gamepass Ultimate not being auto-renewed.

We are working towards this issue being fully resolved as of 26 March. After this date, you’ll need to reset your console. You can do this with the "Reset and keep my games & apps", found in SETTINGS->SYSTEM->CONSOLE INFO->ResetConsole-> Reset & keep my games & apps

Once your console restarts and you log in, you should then see the new subscription and can claim it. More information on console resets can be found at 

Kind regards,

The Telstra Team

 

 

This was the email i got from them so maybe after today do as they instruct above.

Stephen MacDonald
Hazwald
Level 3: Gumshoe

Re: Gamepass Ultimate not being auto-renewed.

Just tried that and unfortunately not - it shows subscription expired on 24/02/21. I’ll give the 1800 number a call and see how I go

Hazwald
Level 3: Gumshoe

Re: Gamepass Ultimate not being auto-renewed.

Just a update - I called the 1800 number you gave me and I eventually got someone. She filled in a web form and told me it will take 24-48 hours to fix. She was aware of the issue and it looks like Telstra have developed some form of process for it (apart from the fact it shouldn’t happen in the first place). Now I will play the waiting game and hope they sort it out.......miss out on a weekend of gaming but hopefully less inconvenience than others appear to have suffered. Thanks again hell raiser for the info!!

hellraiser_23
Level 2: Rookie

Re: Gamepass Ultimate not being auto-renewed.

No worries. I was given a month free voucher ask for the same if you can be bothered.

Stephen MacDonald
Hazwald
Level 3: Gumshoe

Re: Gamepass Ultimate not being auto-renewed.

I just want it to work.......that being said if they don’t fix it quickly I’ll go after them for compo. It’s still not up yet but she did say 24 - 48 hours so that ticks over this arvo. I’m not holding my breath I that it will be fixed this weekend though.

JustMe15
Level 4: Private Eye

Re: Gamepass Ultimate not being auto-renewed.

I wish you luck dude I've been trying since JANUARY......got an email saying to reset the console after the 26th of March last week and it would be fixed......GUESS WHAT TELSTRA? STILL DIDN'T WORK!!!!! I got a $200 credit a couple of months ago suggest you complain and request the same......this is beyond total and utter bullsh**t!!!!!

JustMe15
Level 4: Private Eye

Re: Gamepass Ultimate not being auto-renewed.

Did the so called 'fix' work for anyone when they reset their console?

Hazwald
Level 3: Gumshoe

Re: Gamepass Ultimate not being auto-renewed.

Wow - so you’ve had no access to game pass, etc since Jan. I’d be onto the Ombudsman if I was you as that is just ridiculous!

JustMe15
Level 4: Private Eye

Re: Gamepass Ultimate not being auto-renewed.

Yeah man already have lodged a complaint with the Ombudsman.....

JustMe15
Level 4: Private Eye

Re: Gamepass Ultimate not being auto-renewed.

Hi everyone, as you know I have been contacting Telstra since January to have this issue resolved, without success. I have lodged an online complaint with the TIO, it is an easy process, feel free to copy and paste my complaint and amend where necessary to ensure it reflects your individual situation, the website is Complaints | The Telecommunications Industry Ombudsman and my text is below:

Please tell us about your complaint *

I have been paying Telstra for Xbox Series X All Acces since November 2020, it is supposed to include access to Xbox Games Pass Ultimate as part of the subscription. When I claimed this online it did not auto-renew the following (and consecutive for 24) month. I have been chatting, calling and writting to Telstra about this issue since JANUARY. I have made 4 formal complaints only to be told each time that they were closed. One complaint even got closed as the case manager said he spoke with me and I was happy to close the case, which was completely false. I have been told numerous times that the issue will be resolved, that someone would get back to me, that it will be fixed soon. I am paying for a service that is not being provided and have wasted probably over 48 hours all up of my time. I literally have been given over 12 different ref numbers and complaint refs since this began in January and I cannot fit them all in the field above. I have received a $200 credit on my account but the I STILL have no access with no solution, but still getting charged each month. The latest 'fix' also did not work. I am not alone with this issue and Telstra needs to be held accountable.

What did your provider say when you made the complaint? *

First three times to contact microsoft, which I did to be told it is a Telstra issue. Then about 6 seperate times that it would be fixed 'within 24-48 hrs' (over the course of two months), about three times that it had been escalated and someone would contact me (which no one ever did), another several times that my complaint had been closed (and I then had to reopen it), lastly that there was a definite fix on the 26th of March - this did not work.

What do you want the provider to do to resolve your complaint? *

I wish firstly for the service I am paying for to be fixed and working as it was advertised and for what I am getting charged for, secondly reimbursed for my time and stress (48 hours at $26 p/hour = $1,248) and a formal published apology to ALL the customers that have had this issue. If this cannot be done I want my contract cancelled with no fees or charges or hardware payout costs.

Hazwald
Level 3: Gumshoe

Re: Gamepass Ultimate not being auto-renewed.

I will keep your letter in mind and don’t think I’ll be too far behind lodging one myself. It’s now Tuesday am and they have had more than their 48 hours and I’m still not back online. Looks like more phone calls and wasted time again today!!!

KAME1984
Level 2: Rookie

Re: Gamepass Ultimate not being auto-renewed.

I have the same problem. Apparently we need the Telstra Xbox or Microsoft support team to contact us which nobody can contact directly of has the number for!

Hazwald
Level 3: Gumshoe

Re: Gamepass Ultimate not being auto-renewed.

Well if mines not fixed by Thursday I’m going to take out my own subscription and tell them what they can do with theirs - I want this up before my Easter break. It’s borderline theft taking our money and then not paying the subscription it’s meant for!

Oldmatezac
Level 3: Gumshoe

Re: Gamepass Ultimate not being auto-renewed.

Honestly I don’t even know what to do at this point, I came home and discovered this issue on Sunday after 2 months of game pass working fine. 

I spoke to telstra and they elevated it to the specialist Xbox team and said to wait 24-48 hours for a response but after reading above I’m starting to think that’s not gonna be able to help me.

 

I’m just really angry because obviously this is a 24 month contract and 2 months in and it’s stuffed up, if they don’t fix this soon I’ll be refusing to pay my bill. How hard is it to renew your customers subscriptions. Pure incompetence.

Hazwald
Level 3: Gumshoe

Re: Gamepass Ultimate not being auto-renewed.

Yep, almost identical to me. Xbox delivered and logged in 25 Jan, pass stops working 25 March. I’ve logged 2 cases and been told 24-48 hours and still no change. 

Oldmatezac
Level 3: Gumshoe

Re: Gamepass Ultimate not being auto-renewed.

I have made a formal complaint to an ombudsman, hoping this moves the issue on a bit

Hazwald
Level 3: Gumshoe

Re: Gamepass Ultimate not being auto-renewed.

I will do the same over the weekend. I’ve just taken out a monthly sub myself direct with Microsoft so I can at least get back online and have access to the games and told them I expect crediting for it. Kinda defeats the whole purpose of doing this with Telstra and I might even look to break the whole contract and go back to paying for it all myself as that has always just worked!

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