Universal Credit and Home Essentials

[bobdanbh]

I help a lady on UC and PIP. As she can't manage complicated things I look after and pay for Home Essentials to give her a landline and broadband. I just received an email saying that the current broadband contract will be coming to an end 17 Aug 2026. Following the suggested link I eventually get " Fresh deals loading.
                That offer has wrapped up. We’re getting new deals ready. Check again soon."

Is the only way to sort this out to phone 0800800150 and face the interminable delays?

BTW: I've been paying £22 pcm since it went up in July 2025. This appears to be more than the tariff.

Any help much appreciated. 

[imjolly · Accepted solution]

social tariff

this is the current home essential costs.  only 2 packages have  calls included and other 2 it is extra

if you are paying wrong cost then account holder needs to phone CS 03301234150 and sort it out

[bobdanbh]

Thanks. I chatted and told I have to phone Value/Retentions on 0800800150, which I will do.

[Bubbleroc]

Thank you for that post very informative. I am in receipt of income support and when they updated everything they switched me automatically somehow. To the fibre essentials plus which they are charging me £21.10 and I’ve changed my calls to 20p a minute it’s absolutely crazy so I’m hoping I’ll get some help from this number so this post has been really truly helpful, thank you.

[Bubbleroc]

Hi I just like to say I’ve used this information. Just been on the phone with BT Lovely lady named Liz. I spoke with at least I think that was her name ahead. That was her name because I kept saying it anyway I have been put onto the right package now so this really really helped thanks