Unable to Sign-Up for BT Home Essentials

[BRusk]

Hi,

When attempting to purchase a BT Home Essentials package, I received a 'not eligible' notification. However, I am a Universal Credit claimant. During the process I agreed to a DWP validation check and entered my surname, NI number and date of birth. 

I contacted DWP and they confirmed that the information I entered is correct and matches their records exactly.

Can anyone help?

Thanks

[imjolly]

Does your DWP details agree with that BT Account holder details exactly ?

[BRusk]

Yes, BT system checks only three items (NI number, surname and DOB) and those values match exactly.

[imjolly]

you need to phone CS 150 or 0800800150 from mobile and they should be able to help you but it sounds like something does not match in the check - recent case was BT account in partner/wife name but DWP in partner/husband name.

https://www.bt.com/exp/broadband/home-essentials?s_cid=con_bt_dg-home_awin_aff_vidAJM_110483-Editori...

[BRusk]

Tried phoning them and just stuck in queues for ages. That's why I'm posting here.

As I say, the information entered on the BT verification page matches exactly with the DWP data. So that thread about partner/spouse names doesn't apply.

I'll try calling BT support again tomorrow. 

Thanks anyway.

[garybs29]

If the info matches exactly don't waste your time with BT, they only run a check with the DWP data, any issues where everything is correct is for them to sort out not BT

[BRusk]

Having now spoken with BT, it turns out that the rejection message was spurious. My application was actually rejected because I'm not an exiting BT broadband customer (just telephone). So once they've switched my service over from EE to BT, my Home Essentials application should go through.

[BRusk]

Unfortunately, after following BT's advice and switching broadband from EE to BT, the eligibility check with DWP still fails! 

BT has also refused to accept manual confirmation from DWP, which means I am now stuck with super-fast broadband which I neither need nor can afford.  My only option is to cancel the contract and revert back to copper.

A complete waste of time all round.

[gg30340]

I have notified the moderators of the forum about your problem. Once they have read this they may be able to help. They are very busy at present so it can take up to 48 hours for them to contact you. They will do this by posting on this thread.

[BRusk]

That's good of you. Thanks.