System Error: Cannot add EE TV to Home Essentials

[Abdul12]

I am currently a BT Home Essentials customer on a 12-month rolling contract. I’ve been trying to add the EE TV Entertainment package to my account, but I’ve hit a persistent system error that web chat was unable to resolve.

The advisor (Jay) tried to set this up for me, but the system blocked the order. According to the agent and his manager, the issue is that:

1. My current Home Essentials broadband is a 12-month term.

2. The EE TV add-on is a 24-month term.

3. The software won't allow these two different contract lengths to coexist, and the agent didn't have the permissions to override or "cease and provide" a new bundle.

The agent suggested regrading me to a standard EE package for £29.99 just for the broadband, but I want to stay on the Home Essentials social tariff as I am eligible.

Has anyone successfully added TV to an existing Home Essentials plan? Is there a specific team I should speak to who has the "permissions" to manually build this bundle?

I’ve already provided my DWP consent and gone through the eligibility checks, so it’s purely a technical billing system error holding this up.

Any advice or help from the mods would be greatly appreciated!

[imjolly]

The home essentials packages are for people on social benefits and low income and the package benefits are fixed.  The packages although set up on 12month contract can be terminated at any time with no termination penalties.  TV packages require a fixed 24month contract with penalties for early termination so not compatible with customers on social tariff

[zulu17]

According to previous info supplied on this community

Home Essentials customers can take any other service, the extra services would be at the standard price.

https://community.bt.com/t5/Bills-Packages/BT-Essentials-with-TV/td-p/2309287

I suspect the order systems may not be up to handling every scenario and it will need to be done by an offline team.

BT customer services should know where to escalete your request.

I would imagine that EETV would still have a minimum term (24 months for most  plans)  so potentially you would be liable for those EETV cancellation charges were you to terminate your broadband contract earlier.

[Abdul12]

Thanks for the advice, zulu17.

I’ve actually already tried calling the number provided on the error screen (0800 672 476). Unfortunately, the agents there told me their system isn't working for this either and just told me to call them back next week.

I'm worried that simply calling back in a few days won't actually resolve the underlying system block.

[zulu17]

if @Abdul12  you really want the EETV Service and the CS response is simply to say call back next week then I suggest raising a complaint as it would appear that no one in the company is owning the issue.  If what you are looking to order is not within the remit of the training or on the the systems that the CS are using waiting  a few days  won’t make any difference unless you happen to get a different CS guide that knows how to progress.
That said unless you want a recordable box box then most of the content is available by using/subscribing to various apps direct which if you already have a smart TV or streaming device may be a more flexible solution.  Which content are you most interested in ?