My mum has the same issue. Since July 2020, she has been applying for BT Basic; completed numerous forms, we called BT every time and they have confirmed that they have received the form and it will be processed accordingly. Then she gets a letter, saying she is not eligible because BT did not get the form in time or she does not receive the correct benefit. She is on pension Credit Guaranteed and we have even enclosed a copy of the recent letter but still the same response. I really would like to seek a legal advice on that because it is a joke. Such appalling service from BT is an insult to a pensioner.
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I have asked the forum mods to see if they can help your mother get BT BASIC. They will post here
I am sorry to hear that she hasn't been able to get her BT Basic set up with us.
You must be getting one of the following means-tested benefits:
I've highlighted the one that you mentioned. I would like to offer you my teams help.
I'm going to send you a private message with some details that I need.
Subscribers, not heard that word for a few years