This topic

Unable to Sign-Up for BT Home Essentials

BRusk — Mon, 07 Nov 2022 21:32:21 GMT

Hi,

When attempting to purchase a BT Home Essentials package, I received a 'not eligible' notification. However, I am a Universal Credit claimant. During the process I agreed to a DWP validation check and entered my surname, NI number and date of birth.

I contacted DWP and they confirmed that the information I entered is correct and matches their records exactly.

Can anyone help?

Thanks

Re: Unable to Sign-Up for BT Home Essentials

imjolly — Mon, 07 Nov 2022 23:00:23 GMT

Does your DWP details agree with that BT Account holder details exactly ?

Re: Unable to Sign-Up for BT Home Essentials

BRusk — Tue, 08 Nov 2022 09:25:48 GMT

Yes, BT system checks only three items (NI number, surname and DOB) and those values match exactly.

Re: Unable to Sign-Up for BT Home Essentials

imjolly — Tue, 08 Nov 2022 09:56:26 GMT

you need to phone CS 150 or 0800800150 from mobile and they should be able to help you but it sounds like something does not match in the check - recent case was BT account in partner/wife name but DWP in partner/husband name.

https://www.bt.com/exp/broadband/home-essentials?s_cid=con_bt_dg-home_awin_aff_vidAJM_110483-Editorial+Content&vendorid=AJM&utm_source=Affwin&utm_medium=https%3A%2F%2Fwww.bt.com%2Fexp%2Fbroadband%2Fhome-essentials&utm_campaign=110483&awc=3041_1645094835_8db5e34aa3189a1e2d1144312948112e

Re: Unable to Sign-Up for BT Home Essentials

BRusk — Tue, 08 Nov 2022 21:33:38 GMT

Tried phoning them and just stuck in queues for ages. That's why I'm posting here.

As I say, the information entered on the BT verification page matches exactly with the DWP data. So that thread about partner/spouse names doesn't apply.

I'll try calling BT support again tomorrow.

Thanks anyway.

Re: Unable to Sign-Up for BT Home Essentials

garybs29 — Tue, 08 Nov 2022 22:40:15 GMT

If the info matches exactly don't waste your time with BT, they only run a check with the DWP data, any issues where everything is correct is for them to sort out not BT

Re: Unable to Sign-Up for BT Home Essentials

BRusk — Wed, 09 Nov 2022 16:54:56 GMT

Having now spoken with BT, it turns out that the rejection message was spurious. My application was actually rejected because I'm not an exiting BT broadband customer (just telephone). So once they've switched my service over from EE to BT, my Home Essentials application should go through.

Re: Unable to Sign-Up for BT Home Essentials

BRusk — Fri, 09 Dec 2022 16:08:29 GMT

Unfortunately, after following BT's advice and switching broadband from EE to BT, the eligibility check with DWP still fails!

BT has also refused to accept manual confirmation from DWP, which means I am now stuck with super-fast broadband which I neither need nor can afford. My only option is to cancel the contract and revert back to copper.

A complete waste of time all round.

Re: Unable to Sign-Up for BT Home Essentials

gg30340 — Fri, 09 Dec 2022 17:10:44 GMT

I have notified the moderators of the forum about your problem. Once they have read this they may be able to help. They are very busy at present so it can take up to 48 hours for them to contact you. They will do this by posting on this thread.

Re: Unable to Sign-Up for BT Home Essentials

BRusk — Fri, 09 Dec 2022 17:44:37 GMT

That's good of you. Thanks.

Re: Unable to Sign-Up for BT Home Essentials

RobbieMac — Fri, 09 Dec 2022 19:16:51 GMT

Hi @BRusk

Thanks for your posts and welcome back!

I am sorry for the problems you're having signing up for Home Essentials. I have sent you a private message with instructions on how you can send us over your details and we'll look into this for you. See: Private messages

Thanks,

Robbie

Re: Unable to Sign-Up for BT Home Essentials

BRusk — Fri, 09 Dec 2022 21:49:18 GMT

Hi Robbie,
Thanks very much!
Ian (BRusk)

Re: Unable to Sign-Up for BT Home Essentials

JohnC2 — Fri, 23 Dec 2022 15:50:13 GMT

Hi @BRusk, thanks for your PM last night to confirm that you've now managed to get moved over to Home Essentials.

You contacted the DWP and they had to correct your details and once this was done your order was able to be placed.

Cheers

John