This topic

Silver Address Issue

SimonBeckley — Mon, 01 Nov 2021 17:32:27 GMT

Hi There,

I've just moved into a new property and I've been advised that the address is only silver.
we are matched on royal mail but not with openreach.

We have an openreach box in the property and it looks like we have fttp. (based on the property next door also having fttp).

We currently can't get broadband into our property because we are a silver address. what is the best way to move this forward as we really need home broadband asap.

Re: Silver Address Issue

Keith_Beddoe — Mon, 01 Nov 2021 17:38:50 GMT

@SimonBeckley

Assuming you are going to place an order with BT Retail, then give the FTTP helpdesk a call.

They are on 0800 587 4787.

Re: Silver Address Issue

SimonBeckley — Mon, 01 Nov 2021 17:44:34 GMT

Thank you Keith, I'll give them a call now.
I have tried calling before but i was told there is nothing they can do.

Re: Silver Address Issue

SimonBeckley — Mon, 01 Nov 2021 17:47:52 GMT

Hi Keith,
Just spoken to the FTTP helpdesk and they have said that there is nothing they can do as this is with open reach to resolve

Re: Silver Address Issue

Keith_Beddoe — Mon, 01 Nov 2021 19:21:36 GMT

@SimonBeckley

Have you already placed an order with BT Retail, as that should initiate a request to Openreach, to determine the routing? Openreach will not act without an order.

Re: Silver Address Issue

SimonBeckley — Mon, 01 Nov 2021 19:47:45 GMT

I havent' placed an order with BT Retail have said they can't accept an order as my address is in the silver status.
I can't progress with an order, and all I've been advised is to wait for the next couple of weeks to see if openreach refresh things their end

Re: Silver Address Issue

PaddyB — Mon, 01 Nov 2021 20:27:04 GMT

Hi @SimonBeckley,

Thank you for posting. I'm sorry if you're having problems placing an order for Broadband.

If your address is showing as silver it basically means that your address isn't connected to the Openreach Network and they aren't able to tell us what services are available at your address.

The quickest way to get your address to show up on the network is to order a telephone line. Once the line is in place Openreach will then be able to tell us what services are avilable to order.

Have you tried placing an order for just the telephone service? https://www.bt.com/landline/deals/

Thanks,

Paddy

Re: Silver Address Issue

SimonBeckley — Mon, 01 Nov 2021 20:33:51 GMT

Hi There,

Thank you for coming back to me.
I've just had a look and i can order a phoneline, so if this is the fastest way to get us connected then I'm more than happy to submit an order.
The only issue i do notice, is there is a £70 one off connection fee. Which i feel is quite unfair.

Re: Silver Address Issue

Keith_Beddoe — Mon, 01 Nov 2021 20:42:29 GMT

@SimonBeckley

I think you may find that the connection charge is not applied anyway, as if your line is FTTP, then once the database is updated, it will be discovered that there is an existing route.

Re: Silver Address Issue

SimonBeckley — Mon, 01 Nov 2021 20:54:21 GMT

Ah okay, that's great! Thank you both so much for your help.
I've just ordered a landline, which is expected to be installed on 12th Nov. so, fingers crossed.

Re: Silver Address Issue

Keith_Beddoe — Mon, 01 Nov 2021 20:59:29 GMT

As its an FTTP connection, having a phone number is optional, as it would be delivered using BT Digital Voice. I am sure things will work out fine. Perhaps you could keep this thread updated, just in case you need more help.

Re: Silver Address Issue

SimonBeckley — Thu, 11 Nov 2021 08:23:04 GMT

Morning Ketih,

I ordereed a phone line, which was then cancelled as BT had advised that is there is FTTP then we would need a Digital Voice instead.
Since then we had someone from OpenReach come and view the property on 4th Nov.

I can see our address has now been showing on BT's website for 2-3days, but when we try to make an order we only get a message to say it isnt available yet?

It's been a few weeks of us trying to get this resolved. do you have any further advise on how to take this further? we really need broadband in the property asap

Re: Silver Address Issue

Keith_Beddoe — Thu, 11 Nov 2021 08:52:05 GMT

@SimonBeckley

Its possible that FTTP is not yet available, but perhaps you can use 4G broadband meanwhile, if its available.

If Openreach have been to look at it, they you will have to wait for the result, as they would pass the information back to BT Retail.

Re: Silver Address Issue

SimonBeckley — Thu, 11 Nov 2021 09:08:51 GMT

Thank Keith, we do definitely have FTTP. i think its just an error on Openreach where they have the address down as something different.
Do you have any idea on the lead times for this?

Re: Silver Address Issue

RobbieMac — Thu, 11 Nov 2021 09:10:40 GMT

Hi @SimonBeckley

Thanks for your posts and welcome to the BT Community.

I am sorry for the problems you've been having getting service connected at your address. I appreciate the time you have spent up to this point trying to get this resolved. As you seem to be going round in circles we'll pick this up from here and we will find out what needs to be done to get you up and running.

I have sent you a private message with instructions on how you can send us over your details and we'll look into this for you. See: Private messages

Cheers,

Robbie