Hello, I am having the same problem. I am trying to switch my mother's BT Basics account to an BT Essentials one. I have lasting power of attorney so there is no problem discussing this with BT. However, when BT enter her NI number and DOB, there seems to be a problem. All information is correct. I have read on this forum that slight differences, such as initials can be a problem, but the various BT Guides have said that this is not the case as only the surname, DOB and NI numbers are used. I am at a sticking point here, where all the information is correct but the computers do not accept the details. Please help.
