renewal of social tariff plan

[Roseli_benedicto]

Hi Team, I am having trouble renewing my essential home plan social tariff. I contacted by phone 4 times and no one wants to help me. They say that my details is not giving match. I called Hmrc confirmed my insurance number is all okay. I contacted the Universal credit is all okay too, do not understand why do not want to renew my plan are asking me to call the next day and no one helps me. I am disabled and everything is generating me a lot of stress. Just need to renew my plan, continue with the same. Someone can help me! 

[imjolly]

try contacting billing using message now and see if they can help or alternatively phone CS 03301234150.  if your details are not matching HMRC then you need to ask why not matching

https://www.bt.com/help/contact-bt/account-and-billing/broadband

[Peter_W · Accepted solution]

Good afternoon @Roseli_benedicto.

I'm keen to make sure we get this checked out, so I've just sent you over a private message so we can take a few more details.

Peter

[Roseli_benedicto]

This is email I received today the lady executive complain team.
Thank you again for your time today.



As discussed I've attempted the order again to get you back on our Home Essentials package and I'm afraid the results show that you no longer qualify for this package.



I cant provide any further details as our checks are done via DWP and your National Insurance number, I would suggest that you contact them directly.

She don’t give me answer , I contacted HMRC and with the UC is everything okay both active without any problem I sent evidence by email for her. Now I want to know why they do not want to renew if I am in my right. Then how to resolve this issue.

[Kimberlin]

@Roseli_benedicto 

The checks have seemingly been done through the Department for Work and Pensions. If they say you no longer qualify then it’s nothing to do with HMRC.

Something must have changed in your personal circumstances for you to no longer qualify.

[Roseli_benedicto]

She informed me that my details were not match including my insurance number, for this reason I contacted them also. Even with the DWP who informed that they have no reason to deny the renewal since everything is ok with my details.

[Kimberlin]

@Roseli_benedicto 

It literally could be a misspelling of your name, wrong date of birth, a mismatched address even. You won’t know. If BT have conducted their checks and the answer has come back as no, then I’m not sure how you are going to resolve it. Perhaps try Citizens Advice to see if they can help?

[Roseli_benedicto]

My all details with Hmrc/ Uc/DWP everything is correct so don’t have reason for not longer or no match.

[iniltous]

The contradiction seems to be that DWP are apparently saying to BT (regarding your benefits)  that you don’t receive a qualifying benefit, but DWP are telling you that your benefits do mean you qualify (bearing in mind it’s not DWP job to say you qualify or not , just to confirm what benefits you are in receipt of , BT just need them to confirm you are in receipt of a qualifying benefit ) …that suggests to me that the your details are incorrect with DWP or  BT ….there is no reason why BT would  chose to ignore the DWP information if they say the benefits you receive mean you do qualify , so it follows although you say DWP are confirming to you that you get a qualifying benefit the evidence would suggest they are not confirming that to BT .

My guess is one or the other (BT or DWP ) is using incorrect information, like the wrong NI number for example….I’d suggest you ask both to confirm the details they hold are correct.

[Roseli_benedicto]

Hi, I have already done this and even emailed my evidence to bt. What I need to prove more to bt that my details are all correct. Insurance number confirmed is active and correct , everything is active and correct so I do not understand why they are denying my renewal.