Home Essentials Eligibility Check has surname spelt wrong

[ineaxm]

Hi, I'm trying to apply for Home Essentials. After logging in to myBT and navigating to https://www.bt.com/exp/broadband/home-essentials, I notice the mandatory Last Name field is prepopulated and non-editable, problem is the spelling is wrong.

So even when I enter the National Insurance number, the website returns unable to continue error message (not the same as ineligible). The DOB is fine, it's the last name which is spelt differently to my name as registered on my profile - I have no idea where the wrong spelling is being taken from.

As mentioned, since the last name is not editable, I can't manually correct it. I did try calling BT customer services - the chap simply said he was new to this feature and even when he tried submitting an application from his side over the phone, same problem occurred. After spending more than 30 mins on hold while he spoke to team leads, I was simply told they didn't know how to resolve and I should try again "in a few days..."

The application is actually for my mother who is a pensioner and can half her bill, so keen to sort this urgently. Can the group help here please ?

Thanks

[imjolly]

Who is the BT customer you or your mother?

[DanielS]

Hi @ineaxm,

I'm sorry to see that we couldn't get it ordered online or over the phone for you.

Is the BT account in your Mum's name as @imjolly asked?

Also, can you check the BT bill to see how we have her surname saved? If that is spelt wrong, then we need to look at correcting your BT account.

Thanks

DanielS

[ineaxm]

BT account is in my mother's name

Her firstname and lastname are spelt correctly on bill and online profile

It's only when we navigate to the home essentials eligibility check where the lastname is prepopulated, spelt wrong and non-editable.

In addition on the eligibity check page, it has DOB prepopulated, this is correct.

The only parameter I'm asked to supply is NI number; however since the eligibility check is realtime after submission, I get the error message.

It's unclear where the prepopulated lastname and DOB fields are being retrieved from - that's what needs to be identified and corrected I expect.

Regards

[DanielS]

Thank you @ineaxm.

Something definitely isn't right there. If you are named on the account as an account manager, then we will have a contact saved for you. It will have your name and possibly contact number or email address. It's the same for your Mother, except she's the account holder. We will have a contact set up for her which is where we pull the information from. We'll need to check this out for you and get it sorted. I'll drop you a private message with some info that I need.

Thanks

Dan

[JohnC2 · Accepted solution]

Hi @ineaxm, thanks for your PM earlier this evening, and great news that once the account details were updated you were able to place the order for Home Essentials online 🙂

Cheers

John