BT Corrects Embarrassing Error on UK Social Broadband Tariffs Page UPDATE3
This morning we reported on how ISP BT (EE) had updated their website to change their low-cost home broadband social tariffs for those on state benefits (Home Essentials). The changes saw the removal of their £15 per month 36Mbps “fibre” plan for those with “no income” on 1st May 2025 and some price rises. But BT has now reversed this, saying they were “changed in error“.
The Home Essentials plans reflect “fibre” (FTTC/P) and call bundles that are usually only available to those receiving Universal Credit (and certain legacy benefits). The plans included unlimited data, the ability to cancel anytime without penalty and speeds of 36Mbps (dropping back to 16Mbps in ADSL-only areas) or 67Mbps for just £15-£20 or £23 per month respectively. A Call Only (no broadband) plan also existed for £10 per month.
Crucially, the 36Mbps package was normally priced at £20 per month, but a special “Home Essentials No Income” option also existed (see old T&Cs) that reduced the price to just £15 per month and added unlimited anytime UK calls. This was available to those who receive Universal Credit, Jobseeker’s Allowance (JSA) or Employment and Support Allowance (ESA) and “not receive any income from any paid employment and not have anyone else in their household receiving any income from any paid employment.”
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However, BT initially released new T&Cs for their Home Essentials plans (credits to Thinkbroadband for spotting), which they said would apply to “customers joining from 2nd May 2025, and to Home Essentials customers that joined before 2nd May 2025 (except customers that are in-contract for their previous Home Essentials plan).”
The changes, which we now know were made in error, reflected a small +£1 price increase for two of their plans and the removal of their “No Income” option. The only £15 option left was the one intended for those in ADSL-only areas (i.e. people with no FTTC/P “fibre” services). We’ve retained our summary of the changes below, for posterity.
Erroneously Revised BT Home Essentials Plans
Home Essentials Unlimited Broadband*
Average downloads of 16Mbps
Unlimited anytime calls to UK mobiles and 01,02, 03, 0845 and 0870 numbers excluding Channel Islands
£15 per month* This plan will “only be available where fibre broadband is unavailable“.
Home Essentials Fibre Essential plan
Average downloads of 36Mbps
£21 per monthHome Essentials Fibre 2 plan
Average downloads of 67Mbps
£24 per monthHome Essentials Call Only plan
Unlimited anytime calls to UK mobiles and 01,02, 03, 0845 and 0870 numbers excluding Channel Islands
£10 per monthNOTE: Customers who take BT’s broadband-only Home Essentials plans can optionally still add Pay As You Go (PAYG) calling from an extra £2 per month or £10 if you want unlimited anytime UK calls.
In practice, this would have meant that those on the No Income plan in a “fibre” area would eventually have to shift to BT’s £21 package, which is quite a steep price increase (or hunt out another ISP). This all seemed very odd as BT had previously made a bit of a song and dance about how their social tariffs would not be increasing in price when they confirmed their latest round of annual hikes in January 2025 (here).
Finally, a quick reminder. We know social tariffs can be a divisive topic for some, but that is not an excuse to abuse the comment system in order to post offensive remarks toward those who take state benefits. Such posts are against our rules and will be removed.
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UPDATE 8:55am
BT has just informed us that the prices stated on their Home Essentials page are “not correct and have been updated in error” and they’re in the process of updating their website. We have asked for clarification on what, if anything, is now actually due to change in May 2025 and will amend the article once this is known.
“We are not raising the prices of our Home Essentials packages in this way and will not be removing the zero-income tier as suggested on this page,” said BT’s Spokesperson.
UPDATE 9:08am
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BT has responded to say that “we have not announced any changes to our Home Essentials pricing and the Home Essentials terms and conditions page was changed in error. We are updating our website as soon as possible to remove the incorrect pricing.”
We are now asking for a clarification to confirm that the changes showing on their website will not be introduced at some other point in 2025.
UPDATE 9:25am
BT has confirmed that none of these changes will be introduced in 2025, and they’ve now reverted to the old pricing.
Mark is a professional technology writer, IT consultant and computer engineer from Dorset (England), he also founded ISPreview in 1999 and enjoys analysing the latest telecoms and broadband developments. Find me on X (Twitter), Mastodon, Facebook, BlueSky, Threads.net and Linkedin.
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I’m struggling to understand the logic behind such a move.
The £10 Home Essentials Call Only Plan is a right pain.
They have to custom built this because the service requires internet so what happens is they do this and it’s no longer £10 and has price increase as well every year (I have spoke to BT about this)
What is up with the other plans changing as well BT top one used to be £20 which included upto 70mbps and calls with £15 one being upto 36mpbs.
Those prices are almost inline with what prices used to be from some providers for normal internet straight up greedy.
The govt was the one who came up with this idea they should be putting in place pricing that all the major providers have to stick to.
Leaving aside BT’s update that it was in error:
“Those prices are almost inline with what prices used to be from some providers for normal internet straight up greedy.”
Aside from years of inflation and the banned practice of separating the line rental price to make the broadband appear cheaper, there’s the fact that these new fibre networks cost more to built than ADSL ever did and they need to deliver a return on investment. So whenever they can, they charge more.
“The govt was the one who came up with this idea they should be putting in place pricing that all the major providers have to stick to.”
The government doesn’t want to put any real effort or money into this, that’s why the ISPs that choose to offer a social tariff are doing so voluntarily and at their own expense. If the government wants to set price controls, then it would also need to offer subsidies.
I miss when it was £20 all in 67 meg and unlimited calls it should of just stayed like that.
Should “have”.
Companies that sell things for a loss go bust.
So they must have plans to increase these rates at some point. How else would anyone know to change the details. BT are full if it.
Did those who joined Home Essentials at the start have a price rise to £20/£23 when they changed the tariffs around 18 months ago?