This topic

Fibre connected in home but BT will not recognise this for services

JennyCrack — Thu, 08 Apr 2021 12:18:20 GMT

We have just moved to a new (new build) home that has been built on an existing plot. The address and postcode have changed during the build.

Even though we have a fibre box in the home, certified working by Openreach, none of the Fibre providers will recognise the address as being connected.

Worryingly, the other houses on the site - all new build - do appear to be connected when you put their number and postcode into the BT broadband checker on the website. It seems that we have slipped through the net. As we have no mobile signal at property and are elderly we are very isolated.

How can we let BT know we have connectivity so we can select a BT package? Our concern is that as our plot number changed to a house number (and changed numerically) we have perhaps been allocated to next door or simply forgotten

Re: Fibre connected in home but BT will not recognise this for services

imjolly — Thu, 08 Apr 2021 12:25:52 GMT

is your house address correct on Royal Mail database which it need to be before ordering

have you tried phoning FTTP Team 08005874787

Re: Fibre connected in home but BT will not recognise this for services

JennyCrack — Thu, 08 Apr 2021 12:51:25 GMT

Thanks. Yes, we understand that we are correctly allocated by Royal Mail. The issuse seems to be that Openreach either forgot or incorrectly allocated our plot number to the house. It's very strange that all of our neighbours are recognised as having access to super fact fibre - some of the houses not even being built - yet we are not!

I don't think this is a BT issue but we're trying to sign up to a service so hopefully they can help a would be customer out before one of the rivals get to us.

Re: Fibre connected in home but BT will not recognise this for services

imjolly — Thu, 08 Apr 2021 12:57:58 GMT

have you actually checked that your address is correct in Royal Mail?

did you try phoning the number I posted to see if they can help?

Re: Fibre connected in home but BT will not recognise this for services

JennyCrack — Thu, 08 Apr 2021 13:04:04 GMT

Yes on both counts. Royal Mail website recognises us and I have spoken to BT a number of times. We don't exist as having an connectivity to the house even though we have a big white fibre box glinting away under the stairs with green lights on,

Re: Fibre connected in home but BT will not recognise this for services

pippincp — Thu, 08 Apr 2021 13:27:38 GMT

Make a note of the serial number of the ONT and give it to the FTTP team when you ring them. Also ask them to request an ORDI from Openreach for your address.