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Bt Home Essentials sign up issue

Brian14 — Sun, 09 Jul 2023 11:49:22 GMT

Hi Just tried to sign up to the Bt Home Essentials but have been turned down, i am on Employment and Support Allowance Income based and on Disability Living Allowance

I wondered if anyone could give me some help with why this might be Please?

Thanks Brian

Re: Bt Home Essentials sign up issue

imjolly — Sun, 09 Jul 2023 13:00:53 GMT

your BT account details need to match exactly your DWP benefit details

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

https://www.bt.com/terms/home-essentials

Re: Bt Home Essentials sign up issue

Brian14 — Sun, 09 Jul 2023 14:08:26 GMT

Many thanks for your help, i will have to check my BT account

Re: Bt Home Essentials sign up issue

JohnC2 — Sun, 09 Jul 2023 14:31:26 GMT

Hi @Brian14. if those details on your BT account then call the DWP and get them to check they've got your national insurance number and address correct. Any slight difference will result in the eligibility checker saying you're not eligible.

Cheers

John

Re: Bt Home Essentials sign up issue

Brian14 — Sun, 09 Jul 2023 18:29:17 GMT

Many thanks for your help John, i will try and phone the DWP Tomorrow

Re: Bt Home Essentials sign up issue

RobbieMac — Mon, 10 Jul 2023 07:26:46 GMT

Good morning @Brian14

Keep us posted how you get on with this 🙂

Robbie

Re: Bt Home Essentials sign up issue

Brian14 — Tue, 11 Jul 2023 09:34:01 GMT

Hi Yes i will do, still trying to get the DWP to answer

Re: Bt Home Essentials sign up issue

Brian14 — Fri, 14 Jul 2023 12:31:14 GMT

Just an update on the Sign up situation, spoke to BT who said i failed the Eligibility test because you need to be receiving income-related Employment and Support Allowance to qualify for Home Essentials. People on contribution-based only ESA are not eligible. If you receive both income and contribution-based ESA, your income-based JSA must be higher

i am on universal credit which states you will meet the eligibility criteria so there is no help there.

Spoke to DWP who said this is not something Universal Credit would be involved with, please speak to BT again or contact Citizens advice

Citizens advice have said make a complaint to BT, so i will do that now

Re: Bt Home Essentials sign up issue

garybs29 — Fri, 14 Jul 2023 14:04:42 GMT

That is some serious mis advice from citizens advice. If you're on a qualifying benefit the complaint would need to be with the DWP to make sure eveything is correct & matches. All BT do is run a check with the DWP system & cannot change anything so complaining to them would actually be completely useless

Re: Bt Home Essentials sign up issue

Brian14 — Tue, 18 Jul 2023 13:25:06 GMT

Just had a update from the DWP on the situation which has left me more confused than ever

We have no such agreement with BT on UC however we do have an agreement with TalkTalk to provide up to 6 months free but as you already have an internet service provider we can not offer this to you

Re: Bt Home Essentials sign up issue

Brian14 — Sat, 22 Jul 2023 13:30:37 GMT

Just an update on the situation with the BT Home Essentials Sign up problem

It has now been resolved and as was stated by people in the group was down to the DWP not updating their systems

I have reapplied and this time was successful

Thank you to everyone in the group for your help

Regards Brian

Re: Bt Home Essentials sign up issue

JohnC2 — Sat, 22 Jul 2023 13:48:30 GMT

Hi @Brian14, thanks for the update and glad all went smoothly once the DWP records were updated.

Cheers

John