Home Essentials Broadband Eligibility Sign Up - Drop Down DOB Input doesn't work

[Onebag]

There doesn't seem to be a suitable 'board' for this problem. I've tried phoning BT for support, but as ever, "We're very busy at the moment..."

I'm trying to sign up for the Home Essentials broadband package. But can't move past the Eligibility Check webpage. It allows me to enter my surname and NI number, but the drop down selector for date of birth doesn't work and is greyed out. See attached.

I've tried 3 different web browsers and diabled all script/ad-blocking addons. I have never experienced this problem on any other website.

Any ideas BT?

[imjolly]

are you using the Home Essential page as starter

https://www.bt.com/exp/broadband/home-essentials

[Onebag]

Yes. I am. And I'm correctly logged into my account.

[imjolly]

BT have been on strike for last couple of days hence problem getting through to CS so maybe try them again CS 150 or 0800800150 from mobile

[Onebag]

I've since tried to register with 2 other devices and 1 other browser. Making it 3 devices and 4 browsers, all with the same result. I can only think it's a deliberate disablement by BT.

I tried for upwards of 20 minutes to get through on that 0800 number with no success. And, despite the BT website saying otherwise, there was no option to be able to message online in real time.

It takes an enormous amount of effort for me to go though all this. It's quite franky a disgrace that BT, a communications company, can't be better communicators with its disabled customers.

[DanielS · Accepted solution]

Hi @Onebag,

Thanks for reaching out to us. I am sorry that the date of birth field is causing problems ordering Home Essentials.

As you already have service with us, the date of birth that you see will be greyed out. That will be the date of birth that we have on your account. Can you log into your online billing: MyBT? When logged in, click on 'Your details' which will appear in the top left/middle depending on your set up. Next, please, click on 'Edit personal details'. You will be able to change your date of birth in there. After that's done, try and apply for Home Essentials again. It should show your correct date of birth greyed out.

Let me know if this helps you or if you need me to correct the date of birth on your account at my end.

Thanks
DanielS

[Onebag]

Hi Daniel. Thanks for that. I was able to input my DOB via My Details, as you suggeted, and the DOB entry had updated to show the same. I've since been able to register.

BT didn't have my DOB on file, and as far as I'm aware, I've never been asked to provide it. Clearly a poor design on BT's part that it wasn't made clear what was going wrong.

Thanks again Daniel.