Hi

[Jenny12]

I’m confused about new price changes 18pound feel bit expensive cannot afford payment because am still deaf should get take my benefits 

[Alex_H]

Hi @Jenny12,

Welcome to the BT Community

Have you been contacted by us to let you know about an upcoming price change, or is this just that your latest bill is higher than expected?

 Our annual prices rises would usually take place in April each year, but if you were on a certain deal and your contract has recently ended that could cause a potential price rise. Just with you mentioning benefits, are you on one of our Home Essentials packages? 

 If it is just your latest bill that is higher and you have not been contacted about a price change, have you checked the breakdown of your bill online to see if the extra may be related to extra charges? 

Alex

[Jenny12]

Hi yea they say been changed price 18 pound and yea that’s right benefit still home essentials 

[Alex_H]

@Jenny12 Has your 12 month contract for the Home Essentials package recently ended, or is coming to an end soon? 

As after the 12 month contract we will check you are still eligible and you'll then be moved to the equivalent latest Home Essentials package we currently offer which may lead to a change in the price of your package. 

We don't have a Home Essentials packages currently priced at £18 a month though, you can see the current Home Essentials options on page 44 here.

How is it you have been notified of the price change and what did the message say, does it say which package you have? 
 

Alex

[imjolly]

which home essential package are you on  https://community.bt.com/t5/Bills-Packages/Bad-customer-service/m-p/2330514?lightbox-message-images-...

[Jenny12]

Oh okay But am confused email say my bills say 18 pound that say now 20 I found out today  what email and my BT that why I paid 20 pound today earlier 

[Jenny12]

 

[Jenny12]

Has your 12 month contract for the Home Essentials package recently ended, or is coming to an end soon?  That they didn’t tell me anything that never say nothing to me yet from emails BT that all 

[imjolly]

do you get more information about the £20.70 if you select the small down arrow next to your bill has changed?

[Jenny12]

 here due next November 18 pound