Home essentials tarrif

[harrison1958]

Are there any bt agents on here ad I called yesterday and got no where and was just passed arround on the phone with no help.

As i have disability and metal issues I rely on my Internet. I took out the home essesntail in October 2024 wasnt really given a choice of what one .

anyways yesterday july 2025 i got a letter saying when I was sold it there was an error and every March my price will go up £3 yet I was under the impression this package is excluded from price rises .

Also on the website today july 2025 it states

Important information

A The monthly price of the Home Essentials package will not increase from March every year by a monetary amount. However, if you have TV the monthly price for your TV service will increase every March by £2. The price of all out of bundle charges will increase from March every year by 5%. See bt.com/prices-explained for details.

So i was mis sold somthing i call them and gey no helpnor support, they claim they didnt send they letters after making me read it out to 2 different agents and then they say oh its next year that happens and do nothing and end the call.

I'm not happy , very upset especially when you claim  to support people with health issues.

So can an agent get in touch please as next step is the ombudsman .

[gg30340 · Accepted solution]

This is a BT residential customer to customer forum. Your post does not go to BT. The only BT staff are the forum moderators who do not necessarily read all the posts.

As regards going to the Ombudsman you will first have to make a complaint to BT then if it is not resolved and you have received a Deadlock letter or the complaint has been ongoing for over 8 weeks you can then complain to the Ombudsman.

See link

https://www.commsombudsman.org/how-we-can-help/broadband-providers

As regards the price rise see the following link and sub link "What happens after 12 months which states

When you reach month 11 of your Home Essentials plan, we’ll contact you to let you know that you’re nearing the end of your 12 month price guarantee and inform you we’ll run another eligibility check on your plan’s 12 month anniversary. If you are still eligible then we’ll notify you and inform you that we’ll renew your plan for another 12 months unless you contact us to tell us you’d like your service to end. Following each renewal, you’ll be moved to the equivalent latest Home Essentials package we offer at that time and the monthly price of your package will change to the price of that equivalent latest Home Essentials package as well. See the BT Consumer Price Guide at www.bt.com/termcharges for current pricing of our Homes Essentials Plans. You can cancel at any time without early exit fees. See full BT Home Essentials T&Cs for details.

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

[imjolly]

BT did say they were going to increase the social tariff but then subsequently realised there error and corrected the statement that no increases to the social tariff home essentials

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