This topic

Openreach address incorrect

Stand — Mon, 13 Sep 2021 12:48:52 GMT

Hi. As the subject says my address is incorrect on the openreach database which is restricting my choices for provider. Anyone advise best course of action to correct this asap.

Im currently with BT. Ive been in the property 20+ years and was unaware the address was not the same as royal mail database.

Re: Openreach address incorrect

iniltous — Mon, 13 Sep 2021 12:57:55 GMT

Contact your provider and ask they do an ORDI ( Openreach data integrity ) check, to align the information that OR hold , with the RM/PO database .

Re: Openreach address incorrect

Stand — Mon, 13 Sep 2021 12:59:07 GMT

BT IS my provider

Re: Openreach address incorrect

licquorice — Mon, 13 Sep 2021 13:15:02 GMT

So ask them, this is just a customer to customer self help forum.

0800 800150

Re: Openreach address incorrect

Stand — Mon, 13 Sep 2021 13:24:08 GMT

And yet in previous posts they have been able to fix it online.

Hi @Michael1987 Sorry that your address may be recorded incorrectly.

We will be happy to help you with this if you send us your details. You can contact us by clicking on my user name and selecting contact the mods.

PS please include your full address as listed on the Royal Mail website when completing the form.

Thanks
John

Re: Openreach address incorrect

imjolly — Mon, 13 Sep 2021 13:28:07 GMT

have you actually tried phoning CS 150 mods normally will help if you have tried CS first without making any progress

Re: Openreach address incorrect

Stand — Mon, 13 Sep 2021 13:33:28 GMT

Multiple times over the past 5 years, even on here and still not fixed. They somehow managed to change all my billing info, but the root of the problem still remains.

See previous post

1,144 Views

Message 5 of 5

Looks like I was too quick to think my errors were fixed completely.

My billing address was wrong and now it's fixed, but you would have thought that ordering anything would use the same address. No it seems they are completely different.

Went to order a new sim, got through all the selections fine and just as I am about to select proceed, I notice the address the sim would be sent to is wrong. Checked back to my billing address and that is correct, why on earth would the addresses be different. HELP it was trying to get my address fixed in the first place that started this months of errors and customer support fiascos of lies and false promises. I HAVE ONE ADDRESS MY HOME PHONE IS ATTACHED TO.

How hard can it be to get an address corrected.

Stan

Re: Openreach address incorrect

NeilO — Mon, 13 Sep 2021 14:25:04 GMT

Hi @Stand welcome back to the community and thanks for posting, I'm sorry your address is incorrect on the Openreach database and that this was not sorted when you were previously in touch.

I've sent you a private message so you can contact the moderation team and we'll be happy to help. You'll get the private message by clicking on the envelope in the top right of the community.

Thanks

Neil

Re: Openreach address incorrect

iniltous — Mon, 13 Sep 2021 15:09:40 GMT

You asked on your previous post why there would be more than one address for an account, AFAIK, in the past it was possible to have an billing address , different to the address the service was being supplied at, more a business thing ( but presumably some residential customers may have benefited ) you could have several addresses but wanted all the invoice/bills to go to a central point for payment…( basically the branch office ‘bills’ were sent to ‘head office’ for payment ) …probably a historic field in a computer database that’s not needed anymore ( especially for residential ) with direct debit etc, but if filled in incorrectly could cause issues, it however shouldn’t have any effect on moving providers as it’s ‘BT’ rather than OR.

If your ORDI has been checked previously ( and was OK or amended ) then issues you have may not be down to that, if of course it’s still wrong, it should be sorted, but you did say it was done on your early post.

Re: Openreach address incorrect

Stand — Mon, 13 Sep 2021 15:39:52 GMT

At the time there was only BT, OR was unknown to me, and for a naive residential customer to understand the intricacies of how an individual business works internally regarding addresses for billing and services is a bit presumptuous. I understand now, but if I have a problem with getting things delivered, I speak to BT customer services having no idea of OR role in all this. Hopefully once OR has updated their database all will sort itself.

Re: Openreach address incorrect

Stand — Wed, 29 Sep 2021 09:26:05 GMT

Things have progressed in as far as my broadband goes, seems to now reference the correct address in OR, but now my landline number seems to be disconnected and OR now references a landline number which is NOT mine at MY address.

I am now concerned that, whoever has the landline number associated to my my address can steal my line.

I thought this would be sorted but still not right.

Stan

Re: Openreach address incorrect

Stand — Mon, 18 Oct 2021 10:43:22 GMT

Well after a few weeks, it's now sorted.

Thanks to NeilO for his patience and understanding in chasing to get everything resolved.

To fix the problem, you need to ensure everything is aligned.

1. Ensure your exact address is correct and listed with the Royalmail. They have their own database and postcode checker.

2. Ensure the exact address in Royalmail is aligned with your broadband line AND your landline number with the Openreach database. They are separate and in my case they didnt exactly match.

3. Ensure your supplier, has the same address tied to your account. Billing address can be different.

Check everything is correct by simply checking via a alternate online supplier.

Now all correct.