Can't switch from BT Basic

Countrysider

I recently took over the phone line of a deceased relative. It was a BT basic phone line with no broadband. 

I attempted to switch this line to a 12 month John Lewis broadband and line rental offer, however JL said there were 'incompatible products' on the line and that i would need to ask BT to remove social telephony.

I spoke to BT and they said that removing social telephony / BT Basic was not possible and that the only options available to me would be to either:

1. Start a new standard BT phone line with a 12 month contract. I couldn't switch to JL or any other provider for the duration of the contract. 
2. Switch to BT Broadband with a 24 month contract (and about £17 higher per month than JL)

None of these options are particularly palatable to me. Is there another option available that BT has not disclosed?  

sheramber

BT Basic is no lOnger available. It is now BT Home Essentials.

This is the equivalent if BT Basic so is a low cost plan for those on certain  benefits ( just a BT Basic was) and you can transfer from Basic to Home essentials.

https://www.bt.com/broadband/home-essentials

Yes. If you’re a BT Basic customer you can get Home Essentials, as long as you’re eligible.

visidigi

Countrysider said:

I recently took over the phone line of a deceased relative. It was a BT basic phone line with no broadband. 

I attempted to switch this line to a 12 month John Lewis broadband and line rental offer, however JL said there were 'incompatible products' on the line and that i would need to ask BT to remove social telephony.

I spoke to BT and they said that removing social telephony / BT Basic was not possible and that the only options available to me would be to either:

1. Start a new standard BT phone line with a 12 month contract. I couldn't switch to JL or any other provider for the duration of the contract. 
2. Switch to BT Broadband with a 24 month contract (and about £17 higher per month than JL)

None of these options are particularly palatable to me. Is there another option available that BT has not disclosed?  

Wait a minute....so BT are saying that if a customer passes away (sorry for your loss) that you can only move the phone line to another BT product for a minimum term? That sounds decidedly wrong, assuming that there is no minimum term remaining on the contract for basic.

If there is you might need to pay that off before you can switch providers - as a mid-term change of package may be whats triggering the new term.

I would be asking BT for the termination cost of BT basic if that is the case - it may be lower than staying with them when factoring in the savings of JL

Keep_pedalling

As far as  BT are concerned you are a new customer so you can’t simply switch, but there should be no termination cost on the death of the original occupier. What is your relationship to the deceased? Are you their executor? 

Countrysider

Keep_pedalling said:

Are you their executor? 

Yes i am. I took over the line to clear the outstanding debt and keep the line active for relatives phoning up etc. 

sheramber said:

BT Basic is no lOnger available. It is now BT Home Essentials.

This is the equivalent if BT Basic so is a low cost plan for those on certain  benefits ( just a BT Basic was) and you can transfer from Basic to Home essentials.

https://www.bt.com/broadband/home-essentials

Yes. If you’re a BT Basic customer you can get Home Essentials, as long as you’re eligible.

This is interesting, but i'm not certain i'm eligible as i'm not on benefits (which also raises the question how i'm eligible to remain on BT Basic). 

visidigi said:

I would be asking BT for the termination cost of BT basic if that is the case - it may be lower than staying with them when factoring in the savings of JL

That is a good point. I hadn't actually asked this - but will now! 

Countrysider

sheramber said:

BT Basic is no lOnger available. It is now BT Home Essentials.

This is the equivalent if BT Basic so is a low cost plan for those on certain  benefits ( just a BT Basic was) and you can transfer from Basic to Home essentials.

https://www.bt.com/broadband/home-essentials

Yes. If you’re a BT Basic customer you can get Home Essentials, as long as you’re eligible.

Although i'm not on benefits, another member of the household is. Would BT home essentials allow me to purchase this package if another household member other than the bill payer qualifies? I guess not, but then i wonder if there's an option to cancel the line and start a fresh contract in their name?

Obviously the easiest thing would have been to move the line to their name in the first place, however i didn't anticipate switching being an issue if i was taking on the existing contract and debt. 

littleboo

did you go via BT's bereavement team to take over the service?

sheramber

The Home Essentials is still a subsidised social tariff so switching might still be a problem

However, if you want to stay with Home Essentials then contact the Bereavement Team and explain you took over as executor but would now like the account to be in the name of the other householder.

Countrysider

littleboo said:

did you go via BT's bereavement team to take over the service?

I believe so. I phoned them and explained the situation so i guess this request was handled through that team. 

sheramber said:

The Home Essentials is still a subsidised social tariff so switching might still be a problem

However, if you want to stay with Home Essentials then contact the Bereavement Team and explain you took over as executor but would now like the account to be in the name of the other householder.

All i really want is a broadband package with a 12 month contract. If it's BT or JL matters less to me. I suspect contacting the Bereavement Team and explaining the situation might actually be the best point of call, and yes if they can change the line to the other householder this would be ideal. The BT person i spoke to recently was focused on pushing the 24 month package as the only option available to me, with the possibility of switching to other providers effectively blocked. 

littleboo

The bereavement team have a dedicated number - 0800 169 1663

red_boots2

Oh the Irony... BT own Plusnet who in turn own JL