This topic

Property address classified as Silver

ChrisDavies — Thu, 04 Mar 2021 10:08:46 GMT

Hi there.

Going round in circles trying to get this issue resolved.

Just moved into a new build that was a show home/sales office. BT is installed there and has been used for the past four years by the developer. When calling BT to take over the service they says the property is "silver" status and can't help. I would need to contact Open Reach. OR have no contact numbers and can only be communicated with by online form (which I have done and they have said they will respond within 28 days). When checking their database, every house in the road appears except mine, although their technology is already the house.

Can anyone help?

Re: Property address classified as Silver

imjolly — Thu, 04 Mar 2021 10:23:31 GMT

if a new build do you have an ONT for FTTP

how do you know the previous provider was BT retail and not another ISP as they also used the openreach network?

Re: Property address classified as Silver

Keith_Beddoe — Thu, 04 Mar 2021 10:24:53 GMT

@ChrisDavies

You would need to follow the process for ordering a new phone line first. Once that has been provided, then the Openreach database will be updated and you will be able to see what broadband options are available to you.

Place an order for a line only using this link - https://www.bt.com/landline/deals

If the address doesn't appear properly when you enter the postcode, there is a section underneath where you can manually enter the address. This will raise the order with the address showing as bronze and it will prompt Openreach to carry out a survey to confirm the routing. Once the routing is updated the order will then progress as normal. You can then add broadband once you have the line up and running.

Re: Property address classified as Silver

ChrisDavies — Thu, 04 Mar 2021 10:25:59 GMT

Hi there. I will need to ask the question as I now have a tenant in place who is desperate to get broadband up and running. Will contact now and update this post. Thanks

Re: Property address classified as Silver

ChrisDavies — Thu, 04 Mar 2021 10:29:57 GMT

Hi there. I just tried that process and when it came to adding my postcode the house number didn't appear in the main list but at the very bottom. The response back was that they would check what services were available at that address and get back to me within 28 days. I think it may have something to do with my address not appearing in the Open Reach database possibly.

Re: Property address classified as Silver

ChrisDavies — Thu, 04 Mar 2021 10:31:45 GMT

Regarding your question about the existing ISP, this is what I was told by the developer, Barratt's.

Re: Property address classified as Silver

imjolly — Thu, 04 Mar 2021 10:33:57 GMT

many people use the 'BT' when they actually mean openreach hence why check to see which ISP previously had the connection. if been show house then there would have been an active line

Re: Property address classified as Silver

ChrisDavies — Thu, 04 Mar 2021 10:35:54 GMT

Is there anyway of finding this out online as the developer hasn't been very helpful.

Re: Property address classified as Silver

ChrisDavies — Thu, 04 Mar 2021 10:48:40 GMT

Just been in contact with the developer who stated that there have never been any services registered at the address. They just say every new build has the technology in place from Open Reach for new owners to order services.

Re: Property address classified as Silver

Keith_Beddoe — Thu, 04 Mar 2021 12:08:26 GMT

@ChrisDavies wrote:

Just been in contact with the developer who stated that there have never been any services registered at the address. They just say every new build has the technology in place from Open Reach for new owners to order services.

@ChrisDavies

Then that is what you will need to do, place an order.

That will update the Openreach database with the routing.

Openreach will not do anything without an order.

Re: Property address classified as Silver

Keith_Beddoe — Thu, 04 Mar 2021 12:18:00 GMT

@ChrisDavies wrote:
Hi there. I just tried that process and when it came to adding my postcode the house number didn't appear in the main list but at the very bottom. The response back was that they would check what services were available at that address and get back to me within 28 days. I think it may have something to do with my address not appearing in the Open Reach database possibly.

Who came back with that response, was it just automatic?

Re: Property address classified as Silver

ChrisDavies — Thu, 04 Mar 2021 12:21:43 GMT

Yes - auto reply 😫

Re: Property address classified as Silver

imjolly — Thu, 04 Mar 2021 12:21:52 GMT

@ChrisDavies

does the property as a new build have an ONT as I asked originally? if so no point is getting landline as you would just contact FTTP Team and probably get digital voice

Re: Property address classified as Silver

ChrisDavies — Thu, 04 Mar 2021 12:24:42 GMT

Thanks for reply. Do you have contact details for the FTTP team?

Re: Property address classified as Silver

Keith_Beddoe — Thu, 04 Mar 2021 12:28:04 GMT

@ChrisDavies wrote:
Yes - auto reply 😫

Then that would have been from BT Retail, if you used that form.

In practice, it should take less than 28 days because BT Retail would pass the request to Openreach quite quickly, and Openreach would check their network records.

The fact that its a silver address, would indicate there is existing infrastructure, and it just needs a routing added to the database.

Re: Property address classified as Silver

imjolly — Thu, 04 Mar 2021 12:55:54 GMT

@ChrisDavies

no point in contacting FTTP team if you do not have an ONT in the property - you need to check first

Re: Property address classified as Silver

ChrisDavies — Thu, 04 Mar 2021 13:27:56 GMT

Here’s what we have in the house

Re: Property address classified as Silver

imjolly — Thu, 04 Mar 2021 13:29:37 GMT

then you need to phone FTTP Team 08005874787 and see if they can help there should be a number on the ONT which you need when you phone

Re: Property address classified as Silver

ChrisDavies — Fri, 05 Mar 2021 18:15:33 GMT

Will give that a try. Thanks

Re: Property address classified as Silver

ChrisDavies — Fri, 05 Mar 2021 21:06:40 GMT

Is this the number I should quote?