This topic

Home Essentials

Jeremyb — Mon, 04 Mar 2024 17:22:24 GMT

I have been trying to raise an order with BT to get My mother-in law moved onto the Home Essentials Package. She is a 95 year old living on her own, in receipt of Guaranteed Pension Credit, with no other income. I have now spoken to 15 agents over a ten day period. Most have been very helpful, however none has been succeeded to get on order raised.

Apparently the DWP have approved the application. I have been through the order process on numerous occasions and had to listen to the accompanying info which is part of the agents process. The BT system then throws up an error. I have been given several reasons why this may be happening, but no one has been able to resolve the issue I'm starting to believe that BT don't want her to have this Product as it cheaper than her current landline connection.

Has anyone had similar problems?

Re: Home Essentials

imjolly — Mon, 04 Mar 2024 17:46:52 GMT

Is your mother in law an existing BT customer

Re: Home Essentials

Jeremyb — Mon, 04 Mar 2024 19:58:36 GMT

Hi imjolly

Yes she is. She just has a landline at present.

jeremyb

Re: Home Essentials

imjolly — Mon, 04 Mar 2024 20:04:06 GMT

Is it just phone or phone and road and you are looking for

https://community.bt.com/t5/Bills-Packages/Bad-customer-service/m-p/2330514?lightbox-message-images-2330514=82558i6729865E166DD74B#M162647

Re: Home Essentials

Jeremyb — Mon, 04 Mar 2024 20:31:30 GMT

Hi imjolly

I've been trying to order the Home essentials package which would give her a digital telephone connection as well as broadband for less than she is currently paying for her BT landline.

Her financial situation fits the criteria as quoted on BT website.

Re: Home Essentials

imjolly — Mon, 04 Mar 2024 20:33:53 GMT

I have asked forum mods to help you set up account. They will post here

Re: Home Essentials

PaddyB — Mon, 04 Mar 2024 20:44:16 GMT

Hi @Jeremyb,

Thank you for posting. I'm sorry you haven't been able to add the Home Essentials package for your mom. If you send me the details, I'll take a look at this for you.

I have sent you a private message with instructions on how to contact the team. You can access your messages via the envelope icon at the top right of the screen, or click on this link, Private messages

Thanks,

Paddy