Halo 3 inappropriate services

[ColinCooper6]

I am dealing with a pensioner (86 years) who lives by herself.  She has just completed a Halo 3 contract with BT and is seeking to reduce the cost of the service.  She uses a browser occasionally and email  every so often, but does not need high speed broadband.  She does need a landline as this is her access to friends and family.  She finds technology difficult and cannot use a mobile phone well, for instance.  The service sold to her seems to me to be totally inappropriate for her needs and she has been grappling with the cost of about £70 per month for years.

BT offer lower cost packages for broadband and landline but it seems she cannot downgrade to these.  Every call we make to sales results in no change to the package and the staff appear to have no access to other packages.

How can I obtain a lower cost package for her with BT?  I think we are being driven to go elsewhere for the service.

[imjolly]

if just completed a new contract the use the 14 day cooling of period to cancel.  remember if you decide you no longer want the use of a home phone you cannot make or receive calls and the reduction in cost is only about £3/5

does she qualify here  https://www.bt.com/terms/home-essentials

[ColinCooper6]

No she will not qualify for this.

However, this description does say that people taken off this package will need to pay £5.00 per month extra.  Hence is the Home Essentials Unlimited Fibre Essential plan available for £20.00 per month to other customers?  This is what she needs.

[imjolly]

if the person does now qualify then you can only order the standard broadband/broadband with phone packages.  there are no reductions in package cost based on age

[ColinCooper6]

My issue is that the only package on offer when you have previously has Halo 3, is Halo 3.  I was wanting to reduce the cost of package and the speed, but the sales people are not given the option to reduce the package.

Do we know how I can achieve a lower cost, lower service point option?  Thanks