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On Universal Credit but can't sign up for Home Essentials as BT can't find my account!

mikewales1 — Fri, 12 Sep 2025 07:57:57 GMT

As above. Am on universal credit but BT say they cant verify me with the DWP. I have checked with the DWP and the details they have on record for me and my claim are exactly what BT have been given but they keep saying I am not quialified?

Can anyone help please

Re: On Universal Credit but can't sign up for Home Essentials as BT can't find my account!

gg30340 — Fri, 12 Sep 2025 08:28:55 GMT

You need to call BT Billing 0330.1234.150 and they should be able to help.

Re: On Universal Credit but can't sign up for Home Essentials as BT can't find my account!

mikewales1 — Fri, 12 Sep 2025 09:10:02 GMT

Thanks have spoken to them twice already and they say they I am not eligible despite being on UC and my details all matching as listed with the DWP

Re: On Universal Credit but can't sign up for Home Essentials as BT can't find my account!

imjolly — Fri, 12 Sep 2025 09:34:02 GMT

If BT cannot match your DWP records there is obviously a discrepancy between the 2 maybe something minor. try billing message now and see if that can sort it https://www.bt.com/help/contact-bt/account-and-billing/broadband

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: On Universal Credit but can't sign up for Home Essentials as BT can't find my account!

mikewales1 — Sun, 14 Sep 2025 16:06:07 GMT

Not suire why this has been marked as solved?

Spoke to BT again, they just tell me the same things despite checking all the details are correct, which they are. They tell me to contact DWP, DWP tell me it is all correct at their end so the problem is with BT

Re: On Universal Credit but can't sign up for Home Essentials as BT can't find my account!

garybs29 — Sun, 14 Sep 2025 17:34:31 GMT

I seem to remember from previous BT only check the info on SWP matches exactly & can't do anything else, do they match 100% including any spellings of names & DOB etc?

Re: On Universal Credit but can't sign up for Home Essentials as BT can't find my account!

imjolly — Sun, 14 Sep 2025 18:31:10 GMT

As you are not making any progress try contacting consumer resolutions in BT code of practice