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Re: Switching from Full Fibre to Home Essentials

Linners — Tue, 01 Apr 2025 08:33:38 GMT

Hello, I am having the same problem. I am trying to switch my mother's BT Basics account to an BT Essentials one. I have lasting power of attorney so there is no problem discussing this with BT. However, when BT enter her NI number and DOB, there seems to be a problem. All information is correct. I have read on this forum that slight differences, such as initials can be a problem, but the various BT Guides have said that this is not the case as only the surname, DOB and NI numbers are used. I am at a sticking point here, where all the information is correct but the computers do not accept the details. Please help.

Re: Switching from Full Fibre to Home Essentials

imjolly — Tue, 01 Apr 2025 09:43:07 GMT

I moved your post to start your own thread as previously one was marked as solved. this will help get replies

unlike previously the forum mods no longer have account access so you need to contact CS 03301234150 or you can try message now in billing https://www.bt.com/help/contact-bt/account-and-billing/broadband

here are the home essentials T&C

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

Re: Switching from Full Fibre to Home Essentials

Linners — Tue, 01 Apr 2025 13:31:47 GMT

Thank you, problem now identified.