BT Home Essentials - signup address checking error

[winelight]

Trying to sign an elderly friend up to Home Essentials but get the error:

"Sorry, we can't find results for your address at the moment. We're updating our systems and we hope this will be fixed soon."

I go to the OpenReach Wholesale Checker and get:

"Your address has been successfully matched; however we cannot determine ADSL availability at this address. Please try the Telephone Number or Postcode Checker."

I go to any price comparison web site and the results do include BT commercial offers.

What's going on? What can she do? It's a new build, for sure, but three years old now.

[-Richie- · Accepted solution]

Ring BT, get the service up and running, you can switch to Home Essentials anytime if you qualify, it doesn't have to be done at the point of sale, sometimes a line needs installed first, which then updates the database, sometimes both can be done at once.

Freephone number is 0800 800 150

*Edit*
When the account is created, make sure the name and date of birth are accurate, the Home Essential checker will verify against what the DWP hold, so if the qualifying benefit is under the name Michael, don't sign up to BT as Mike, does that make sense ?

[winelight]

It does make sense and there is no line there yet - yup that probably explains it. Thanks.