This topic

Hi

Jenny12 — Mon, 13 Oct 2025 07:31:41 GMT

I’m confused about new price changes 18pound feel bit expensive cannot afford payment because am still deaf should get take my benefits

Re: Hi

Alex_H — Mon, 13 Oct 2025 07:44:39 GMT

Hi @Jenny12,

Welcome to the BT Community

Have you been contacted by us to let you know about an upcoming price change, or is this just that your latest bill is higher than expected?

Our annual prices rises would usually take place in April each year, but if you were on a certain deal and your contract has recently ended that could cause a potential price rise. Just with you mentioning benefits, are you on one of our Home Essentials packages?

If it is just your latest bill that is higher and you have not been contacted about a price change, have you checked the breakdown of your bill online to see if the extra may be related to extra charges?

Alex

Re: Hi

Jenny12 — Mon, 13 Oct 2025 08:09:01 GMT

Hi yea they say been changed price 18 pound and yea that’s right benefit still home essentials

Re: Hi

Alex_H — Mon, 13 Oct 2025 08:49:40 GMT

@Jenny12 Has your 12 month contract for the Home Essentials package recently ended, or is coming to an end soon?

As after the 12 month contract we will check you are still eligible and you'll then be moved to the equivalent latest Home Essentials package we currently offer which may lead to a change in the price of your package.

We don't have a Home Essentials packages currently priced at £18 a month though, you can see the current Home Essentials options on page 44 here.

How is it you have been notified of the price change and what did the message say, does it say which package you have?

Alex

Re: Hi

imjolly — Mon, 13 Oct 2025 08:50:08 GMT

which home essential package are you on https://community.bt.com/t5/Bills-Packages/Bad-customer-service/m-p/2330514?lightbox-message-images-2330514=82558i6729865E166DD74B#M162647

Re: Hi

Jenny12 — Mon, 13 Oct 2025 08:59:19 GMT

Oh okay But am confused email say my bills say 18 pound that say now 20 I found out today what email and my BT that why I paid 20 pound today earlier

Re: Hi

Jenny12 — Mon, 13 Oct 2025 09:25:27 GMT

Re: Hi

Jenny12 — Mon, 13 Oct 2025 09:29:26 GMT

Has your 12 month contract for the Home Essentials package recently ended, or is coming to an end soon? That they didn’t tell me anything that never say nothing to me yet from emails BT that all

Re: Hi

imjolly — Mon, 13 Oct 2025 09:37:46 GMT

do you get more information about the £20.70 if you select the small down arrow next to your bill has changed?

Re: Hi

Jenny12 — Mon, 13 Oct 2025 09:41:20 GMT

here due next November 18 pound

Re: Hi

Alex_H — Mon, 13 Oct 2025 10:40:47 GMT

@Jenny12 At the top of your screenshot, if you click the little down arrow along from where it has Broadband Package, next to £20.70 in purple that should have more details on what your package is and what may have changed since your last bill.

Alex

Re: Hi

Jenny12 — Mon, 13 Oct 2025 10:43:53 GMT

Was last September 2025 and still can take my benefits because am deaf not sure if still here just ask that all

Re: Hi

imjolly — Mon, 13 Oct 2025 12:00:46 GMT

as I posted previously and as well as @Alex_H can you select the small arrow next to £20.70 and that should show how the cost is calculated and what the addition of £2.70 is for

Re: Hi

Jenny12 — Mon, 13 Oct 2025 13:03:35 GMT

If can’t afford can take my benefit

Re: Hi

imjolly — Mon, 13 Oct 2025 13:15:31 GMT

@Alex_H

I think the home essential charges on page 44 of your link were wrong and were reverted back to what they were see link BT Corrects Embarrassing Error on UK Social Broadband Tariffs Page UPDATE3 - ISPreview UK

Re: Hi

Jenny12 — Mon, 13 Oct 2025 13:27:57 GMT

Oh okay thank let me know

Re: Hi

Alex_H — Mon, 13 Oct 2025 15:12:23 GMT

@imjolly Thanks for flagging, I will have it double checked in case the website does need updating as from what I have checked so far the new prices quoted on the link are the correct current ones.

Alex

Re: Hi

Alex_H — Mon, 13 Oct 2025 15:13:06 GMT

@Jenny12 Based on your screenshot something about your plan has changed this last month, hitting that arrow mentioned should bring up a drop down with more details which will help to explain what has changed and how much you may be charged moving forward.

If you are unsure though it may be worth reaching out to one of our guides if you are unsure as they will be able to check and confirm your current plan details and how much it will cost moving forward.

Our contact us page has the Message Us now link to live chat with us, or we also have the details on using the text relay service if you prefer to use that to call.

Alex

Re: Hi

Alex_H — Tue, 14 Oct 2025 13:59:47 GMT

@imjolly Just an update to confirm for any future queries that the prices on the link in my post and on website are the correct ones, they did change to the new prices from 2nd May 2025.

Alex

Re: Hi

imjolly — Tue, 14 Oct 2025 14:37:23 GMT

@Alex_H

Thanks for your reply but that is not what it shows in the ISP REVIEW link where BT confirmed there would be no changes to cost of HOME ESSENTIALS during 2025 and previous prices would continue

More clarification needed