This topic

BT Home Essentials

phone1 — Wed, 04 Jan 2023 10:01:13 GMT

Hi folks

Looking for some help. Trying to set up BT Hime Essentials for my Aunt. She only requires the calls package a£10 per month.

Unfortunately order won't go through online and I'm given a 0800 number to call.

When I call the given number, I'm told they can't do the call only package over the phone and it can only be completed online.

Any help.or tips would be greatly appreciated.

Re: BT Home Essentials

JohnC2 — Wed, 04 Jan 2023 10:32:41 GMT

Hi @phone1, welcome to the forum and thanks for posting.

Is it after you input the details NI number etc that the online order fails? If so it's best to check with the DWP to ensure they hold the correct details for your Aunt.

Cheers

John

Re: BT Home Essentials

phone1 — Wed, 04 Jan 2023 10:34:13 GMT

Hi John, @JohnC2

It's actually before that stage - just after I put in the postcode.

There's no current line in the house

Any help wpuld be great.

Re: BT Home Essentials

JohnC2 — Wed, 04 Jan 2023 10:39:23 GMT

Hi @phone1, thanks for that info. Are you getting this error?

cheers

John

Re: BT Home Essentials

phone1 — Wed, 04 Jan 2023 10:40:10 GMT

That's it @JohnC2 !

Re: BT Home Essentials

JohnC2 — Wed, 04 Jan 2023 10:46:07 GMT

Hi @phone1, thanks, it looks like there's a technical issue with the website at the mo.

Did you try to place the order previously like yesterday? If so we'll need to look into this further.
If not, then try again later today and hopefully it should be up and running then and let us know how you get on.

cheers

John

Re: BT Home Essentials

phone1 — Wed, 04 Jan 2023 10:54:58 GMT

Hi @JohnC2,

Yes tried yesterday and again this morning - I'll try again later and jump on here if any issues.

Re: BT Home Essentials

JohnC2 — Wed, 04 Jan 2023 11:20:08 GMT

Hi @phone1, yes please come back and if you're still unable to place the order we'll be happy to help you.

Cheers

John

Re: BT Home Essentials

phone1 — Thu, 05 Jan 2023 14:41:14 GMT

Hi @JohnC2

Hope you're well today.

Unfortunately I'm still having the same problem with trying to process the order:

Could I ask for your help again, please?

Many thanks.

Re: BT Home Essentials

jac_95 — Thu, 05 Jan 2023 14:54:31 GMT

@phone1

Out of curiosity is the address on a FTTP Full Fibre only exchange?

Follow https://landlinesgo.digital/checkmyline and post the table of results here (minus address)

I've tested a few scenarios and for me it looks like if you are on a FTTP Full Fibre only exchange you see that error message but please do the above to help see why you get that error.

Re: BT Home Essentials

NeilO — Thu, 05 Jan 2023 15:42:25 GMT

@phone1 Thanks for trying again, I'm sorry the website is still not allowing you to place the order. I'll send you a private message in a moment so you can get in touch with the moderation team and we'll be happy to help.

Thanks

Neil

Re: BT Home Essentials

JohnC2 — Tue, 14 Feb 2023 14:13:36 GMT

Hi @phone1, thanks for your patience in getting this resolved.

Just to update the community the area was now a full fibre only area and the Home Call Plan only was not available to order. Eventually after a work around we got your aunt a digital voice service.

Cheers

John