This topic

Royal mail address/post code correct, BT have wrong address.

Jimabz — Tue, 06 Oct 2020 10:46:14 GMT

Hi,

I have seen older posts on this subject but hopefully someone can help out.

I currently have BT Fibre 1, BT TV, Landline and had BT broadband in one form or another for 10 years or so.

Several years ago Royal mail decided to change the address structure of myself and two neighbours.

i.e my address went from H******* Cottage to 3 H******* Cottages

Now this didn't really bother me too much as the postie kind of knew where to deliver anything addressed to the original structure.

However my son now has the house and is trying to get everything changed over to his name. Our present Humax box has stopped showing any HD subscription content as it is apparently now obsolete as we found out trying to get an upgrade package. Well so the lady at BT said 'we no longer supply that type of box and we can't send you a new version as your broadband is not suitable'. Well that is nonsense as I could consistently get nearly 40mb download.

Anyway what appears to be the sticking point is the address issue.

Are there any BT folks on here that could have the address corrected so at least we have a fighting chance.

Tks in advance

Jimabz

Re: Royal mail address/post code correct, BT have wrong address.

-Richie- — Tue, 06 Oct 2020 10:50:59 GMT

BT and Openreach will go off what Royal Mail have recorded, if your address has channged on Royal Mail, then ask BT to raise an ORDI (Openreach Data Integrity) to have the records updated.
If Royal Mail has the old info, an ORDI will be rejected, you need Royal Mail to have the correct records.

Re: Royal mail address/post code correct, BT have wrong address.

Jimabz — Tue, 06 Oct 2020 10:57:34 GMT

Thanks Richie,

As I stated Royal mail have all the correct info (as they changed it).

The problem is that when I got the landline in 1997 the address was the original one I mentioned so as far as BT are concerned that's the delivery address.

We have tried to upgrade our packages online also however when we enter our post code our address fails to show although our neighbour's are correct.

Would the fact that there is already a BT account associated with my address mean it would not show up under the post code search on the BT website ?

Jimabz

Re: Royal mail address/post code correct, BT have wrong address.

-Richie- — Tue, 06 Oct 2020 11:01:54 GMT

@Jimabzwrote:
We have tried to upgrade our packages online also however when we enter our post code our address fails to show although our neighbour's are correct.

You wouldn't need to enter your postcode on an upgrade though, this sounds more like someone is trying to join BT, the records are wrong so the order can't proceed.

You will need to ask BT to raise an ORDI, this won't stop any upgrades though, It would prevent you switching providers though or any other line takeover.

Re: Royal mail address/post code correct, BT have wrong address.

imjolly — Tue, 06 Oct 2020 11:06:04 GMT

if your son has the house now and is trying to set up broadband he will not be able to take over your existing account and will need to set up a new account with correct address

Re: Royal mail address/post code correct, BT have wrong address.

Jimabz — Tue, 06 Oct 2020 11:06:21 GMT

Hi Richie,

Yeah I initially tried to cancel my contract to let son start afresh but that's when the lady dealing with us said she couldn't do it because of the address, i'e to do with the 'obsolete' box.

OK no big problem really as any new kit will still get delivered to the house.

Tks will try to raise that issue as you said.

Re: Royal mail address/post code correct, BT have wrong address.

Jimabz — Tue, 06 Oct 2020 11:11:37 GMT

Yes that is what we have attempted but that doesn't solve how I get the address corrected.

Re: Royal mail address/post code correct, BT have wrong address.

imjolly — Tue, 06 Oct 2020 11:14:35 GMT

as I said your son cannot take over your account as you are the account holder and cannot change that so your son need to set up an new account/connection with BT with the correct address which will then match the royal mail database. you will need to cancel your current account if your son is taking over phone line

Re: Royal mail address/post code correct, BT have wrong address.

Jimabz — Tue, 06 Oct 2020 11:17:28 GMT

Yes realise that but would like the address issue resolved first and foremost.

Can you assist with a ORDI request ?

Re: Royal mail address/post code correct, BT have wrong address.

-Richie- — Tue, 06 Oct 2020 11:28:36 GMT

@Jimabzwrote:
Can you assist with a ORDI request ?

The forum can't help, we're all BT customers helping each other, except for the moderators.
Ring 0800 800 150 or 150 from your BT landline, speak with the 'Help' team or the 'Connections' team, they can raise the ORDI to correct the address.

Re: Royal mail address/post code correct, BT have wrong address.

Jimabz — Tue, 06 Oct 2020 11:36:43 GMT

OK I did see some older posts where the mods did help.

Re: Royal mail address/post code correct, BT have wrong address.

-Richie- — Tue, 06 Oct 2020 11:58:37 GMT

Moderators step in when things are urgent, they are really busy now, you said in the original post that the change happened several years ago, it's not impacting your service, all you have to do is follow the advice I gave you to contact BT.
You can renew your package, you can have upgrades and downgrades done, engineers will attend if you have a fault and you can cease your service, it's not impacting you.

If your son wants to join BT he can do, the mods can't help him until he is a customer though, no matter what decision you make will result in a new telephone number being assigned.

Re: Royal mail address/post code correct, BT have wrong address.

Jimabz — Tue, 06 Oct 2020 12:03:41 GMT

Ok many thanks.

Re: Royal mail address/post code correct, BT have wrong address.

imjolly — Tue, 06 Oct 2020 12:08:16 GMT

sorry but am I missing something - are you giving up your connection with the intention of your son taking it over? if so then that will not happen and your son needs to join BT as a new customer with the correct address which agrees with the royal mail database your current contract will cease and changing/correcting address will not change that

you just need to be careful in case you are still in a fixed term contract and incur cancellation charges

Re: Royal mail address/post code correct, BT have wrong address.

Jimabz — Tue, 06 Oct 2020 14:14:49 GMT

Well the intention is for my son to take out his own contract however when I called BT to cancel the present contract the BT advisor, who I must admit was very helpful, when she asked why I was cancelling I explained that my son had taken over ownership of the house and was trying to get all utility bills under his name, simple you would think. The advisor said that should be no problem as she could call my son directly and switch everything over, however it didn't turn out like that, from what I could gather from my son when she accessed the account the Youview box was now 'obsolete' and as they couldn't replace it, she also couldn't upgrade the package due to the 'address' showing broadband was not fast enough, which is **bleep** as it is Fibre 1. So basically the address seems to be the issue.

However we have decided just to let the contract run its course and in the meantime get the address corrected so when my son does try to take out a package at least that issue will be resolved.

However she did manage to get the landline changed to his name.

Thanks for your help.

Re: Royal mail address/post code correct, BT have wrong address.

-Richie- — Tue, 06 Oct 2020 15:05:39 GMT

Has BT said they will raise an ORDI ? this doesn't resolve on its own, it sounds like you spoke with the sales team, they don't have the required access to raise an ORDI or change names on accounts.

@Jimabzwrote:
The advisor said that should be no problem as she could call my son directly and switch everything over, however it didn't turn out like that, from what I could gather from my son when she accessed the account the Youview box was now 'obsolete' and as they couldn't replace it, she also couldn't upgrade the package due to the 'address' showing broadband was not fast enough, which is **bleep** as it is Fibre 1. So basically the address seems to be the issue.

They don't need to access your account, a new account needs created, due to the ORDI issue they won't see your working line, so they won't get accurate broadband results to see what speeds are available or be able to do a working line takeover.

@Jimabzwrote:
However she did manage to get the landline changed to his name.

This is concerning, it's not possible for them to do that, only the billing team can by doing a bereavement change, most likely your son has been added as a 3rd party contact, in which case you're still the account holder.