This topic

Unable to add broadband to my landline only account

acnsy5 — Fri, 23 Jan 2026 16:15:49 GMT

I am trying to add broadband with 'phone to my existing landline-only account. It gives me the option to do so but when I click on "continue" or "configure" I just get the error "Application error: a client-side exception has occurred (see the browser console for more information)."

I have tried three different browsers so it doesn't seem to be a browser issue.

I am wondering if it is because I am currently online and paper bill / pay manually rather than direct debit?

Thanks for any advice

Andrew

Re: Unable to add broadband to my landline only account

WSH — Fri, 23 Jan 2026 16:23:24 GMT

It suggests a problem with the browser, right enough. Trouble is "exception" is a catch-all used by developers when an error they didn't anticipate occurs, so it's difficult to identify what it is from here.

Knowing BT's website, it might be a temporary problem, so worth a try later.

Re: Unable to add broadband to my landline only account

iniltous — Fri, 23 Jan 2026 16:27:23 GMT

If you have a phone only service , so the line has never had broadband, it’s possible that it’s in the process of being converted to a PDPL , a pre digital phone line , a half way house to deliver telephone services after the PSTN network is retired in January 2027 ….if that order ( not raised by you , a system generated to get you off PSTN ) is still working through systems, then you won’t be able to order anything until it’s completed, nothing to do with paper bills or direct debits .

You could always call if ordering on line is difficult, after all you are a rare class of customer, very few phone only customers only now deciding to get broadband , so it’s possible any order you make with fail automated systems designed around migration and new work , and need to be micro managed by humans .

Re: Unable to add broadband to my landline only account

acnsy5 — Fri, 23 Jan 2026 16:30:39 GMT

I thought I'd try to do the order outside of my account. It got further, but now says "We can't show you your offers online because you've let us know you want to leave BT. We still have some great offers for you - call us at 0800 121 8083." I haven't let them know that I want to leave BT, nothing of the sort.

Does this mean that BT no longer want my business and I have to switch to another provider? Seems a strange way to do business.

Re: Unable to add broadband to my landline only account

iniltous — Fri, 23 Jan 2026 16:40:24 GMT

What does order outside my account mean ? , any reason why you don’t want to actually call ?
If (for example) there is an order raised by Openreach to get you off PSTN , if you interact with BT , they don’t see the type of order , just that there is one , and presumably interpret that as you must have asked a new provider to start the migration process (they have but it’s Openreach , not an ISP )
If you don’t want to call , that’s up-to you , but repeating the same thing expecting a different outcome is wasting your own time

I’d suggest that when being asked to call BT but refusing to do so for no apparent reason is also an odd way to do business

Re: Unable to add broadband to my landline only account

acnsy5 — Fri, 23 Jan 2026 16:44:48 GMT

I suffer from telephonophobia. Thanks for your concern for my mental health. I did not expect to be flared on this forum.

Re: Unable to add broadband to my landline only account

iniltous — Fri, 23 Jan 2026 17:14:55 GMT

Strange to have a phone only service, which presumably is never used considering that particular phobia , but perhaps consider asking someone to ask to contact BT on your behalf if online isn’t working , the potential reasons for that already stated .