Cannot sign up for the Christmas 2025 existing customer broadband deal

[JulesCollison]

My 80 year old mum is an existing customer for her mobile and now wanting to sort out her broadband which is old Plusnet ADSL broadband.

Her estate is cabled for FTTP so is eligible for full fibre packages

On the website there are a number of offers available - even advertised as be quick, only 4days 10hrs to go

So we pick the 74Mbps fibre package for £23.99 per month and add on the anytime calls package for £18 (she is old and wants to keep her cordless 'landline' handsets - cant convince her to just use her mobile. So £41.99 total

Everytime I try to complete, the website says there has been a problem and try later. I have tried this 6 times from two different computers at two different location, plus my phone using wifi and 4G. Same every time

I even resorted to the old fashioned way and rang EE. Customer service said that as its an online only deal, they cant give us that over the phone and can only offer £26.99 plus the £18 phone

Does anyone have similar experience and any idea how to get the existing customer deal please? I guess it might sound petty arguing over £3 per month but thats £72 over the 24 month contract and it's not like I am askign for something that isn't on offer.

I am an EE customer myself and have recommended them to my parents and parents in law who want to change. After todays experience I am seriously thinking about changing that recommendation though

[XRaySpeX]

What does BT Wholesale Broadband Availability Checker > Address Checker estimate for her addy? Post the whole table and the line above it, blanking out her addy.

[garybs29]

If she is with plusnet have you tried calling them too? They may well be able to see other offers & transfer the landline number too

[JulesCollison]

Would have stayed with PlusNet but they dont offer a digital voice solution, just broadband only so had to change to somebody who did - its sorted now after many many goes on the website this afternoon

[JulesCollison]

Its all sorted now - finally managed to sign up after many hours battling the dire website. 

Openreach availability showed up to 1000MBps downstream and 22MBps upstream with underground FTTP available. Thank you for your assistance though

[XRaySpeX]

But does BT Wholesale availability? Until it does ISPs won't be selling it.