Home Essentials

[Jeremyb]

I have been trying to raise an order with BT to get My mother-in law  moved onto the Home Essentials Package. She is a 95 year old living on her own, in receipt of Guaranteed Pension Credit, with no other income. I have now spoken to   15 agents over a ten day period. Most have been very helpful, however none has been succeeded to get on order raised. 

Apparently  the DWP have approved the application. I have been through the order process on numerous occasions and had to listen to the accompanying  info which is part of the agents process.  The BT system then throws up an error. I have been given several reasons why this may be happening, but no one has been able to resolve the issue I'm starting to believe that BT don't want her to have this Product as it cheaper than her current landline  connection.

Has anyone had similar problems?

[imjolly]

Is your mother in law an existing BT customer

[Jeremyb]

Hi  imjolly 

Yes she is. She just has a landline at present.

jeremyb

[imjolly]

Is it just phone or phone and road and you are looking for

https://community.bt.com/t5/Bills-Packages/Bad-customer-service/m-p/2330514?lightbox-message-images-...

[Jeremyb]

Hi imjolly

I've been trying to order the Home essentials  package which would give her a digital telephone connection as well as broadband for less than she is currently paying for her BT landline.

Her financial situation fits the criteria as quoted on BT website.

[imjolly]

I have asked forum mods to help you set up account. They will post here

[PaddyB]

Hi @Jeremyb,

Thank you for posting. I'm sorry you haven't been able to add the Home Essentials package for your mom. If you send me the details, I'll take a look at this for you.

I have sent you a private message with instructions on how to contact the team.  You can access your messages via the envelope icon at the top right of the screen, or click on this link, Private messages

Thanks,

Paddy