This topic

Home Essentials

Joanbur — Mon, 17 Nov 2025 14:05:49 GMT

Hello,

My dear old Gran has recently received her expensive phone bill, so I thought I would see if I could find a cheaper option for her. While looking, I noticed that she should be entitled to Home Essentials.

However, every time a family member calls to change the plan, they are told that she would need to have a Broadband Line installed and take the Home Essentials Broadband package and NOT be entitled to the Phone Only Package is this information correct?

Thanks.

Re: Home Essentials

WSH — Mon, 17 Nov 2025 14:42:21 GMT

It's a little more complicated but the bottom-line is that the old copper based phone service (the PSTN) is being discontinued from the end of next year. From then, the only phone service will be delivered across the internet, even if still on copper. The internet connection provided for phone only customers will be a very basic service just to supply the phone connection.

There are one or two options for vulnerable people with care alarms etc. to use a temporary service based on switching over to the internet at the exchange. There are other people on here more familiar with these options than I am.

Re: Home Essentials

imjolly — Mon, 17 Nov 2025 15:06:58 GMT

as @WSH posted in general all new contracts or changes to existing contracts the phone service is changed over to digital voice via broadband connection (VOIP) . I have asked the forum mods who are BT employees to see if they can put you in contact with someone who can help. Have you checked that you Gran is eligible for Home Essentials

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: Home Essentials

Joanbur — Mon, 17 Nov 2025 16:11:34 GMT

Thanks for the information all.

@imjolly Yes, she's eligible for Home Essentials.

Looking at the Tariff guide the cheapest options are:

Home Essentials Call Only (£10)
Home Essentials Unlimited (£16)

However, when a family member rang customer services they were told she would NOT be eligible for Call Only and would have to have:

Broadband installed &
Home Essentials Unlimited £16

I'm wondering why she can't have a Call Only plan?

Re: Home Essentials

Leanne_T — Mon, 17 Nov 2025 17:28:18 GMT

Hi @Joanbur

Thanks for coming to the community.

I've sent you a private message on here for some extra details, to see if we can get you some help with your Gran's account.

Speak soon.

Leanne.

Re: Home Essentials

Joanbur — Tue, 18 Nov 2025 15:11:06 GMT

Customer services have been in touch. Thanks all.

However, once again we're being told there's no such package as Home Essentials Call Only, and that they have no idea where I'm getting that tariff information from, and they'll raise the issue to get that information removed from the website as it must be old/incorrect.

Can anyone tell me if Home Essentials Call Only (£10) still exists please?

Re: Home Essentials

licquorice — Tue, 18 Nov 2025 15:49:27 GMT

Unless she makes extremely few calls, the £6 difference would very quickly get eaten up in any case.

Re: Home Essentials

imjolly — Tue, 18 Nov 2025 15:51:47 GMT

The call only package exists but as PSTN is no longer available you need to get FTTP as calls are now VOIP over internet connection

social tariff

Re: Home Essentials

licquorice — Tue, 18 Nov 2025 16:00:10 GMT

Ah, I thought the calls only plan meant calls chargeable at PAYG rates.

I don't see why someone on telephony only should be charged for unrequired broadband just to provide Digital Voice. Surely it is up to BT to provide the wherewithall to provide telephony.

I think this needs further clarification.

Re: Home Essentials

Joanbur — Tue, 18 Nov 2025 16:23:54 GMT

@imjolly Thanks for the info. So, if I understand correctly, the Home Essentials Call Only plan is now effectively a legacy plan? There’s no way for someone today to sign up for that plan, as they would need to get the Home Essentials Fibre Plan instead?

Re: Home Essentials

imjolly — Tue, 18 Nov 2025 16:24:22 GMT

It would make more sense to just change existing phone only package to the home essentials phone only package and make the move to digital voice and VOIP at a later date when necessary

Re: Home Essentials

Joanbur — Tue, 18 Nov 2025 17:52:33 GMT

It would make more sense to just change existing phone only package to the home essentials phone only package and make the move to digital voice and VOIP at a later date when necessary

Yes! That is what I would ideally want. 100%.

Unfortunately, either customer services don't know about the package or it's no longer available.

Re: Home Essentials

imjolly — Tue, 18 Nov 2025 18:46:05 GMT

I would try the consumer resolutions us in the email address in this link and hopefully they will be able to sort this out for you

https://www.bt.com/bt-plc/assets/documents/about-bt/policy-and-regulation/our-governance-and-strategy/codes-of-practice/customer-complaints-code/complaints-code.pdf