This topic

Update address with Openreach

kalbrau — Tue, 31 May 2022 16:04:21 GMT

Hi all,

I am a BT residential customer but want to move my broadband to BT Business in my company's name. I tried to arrange this but BT Business told me that my address is not on their system, so they can't help me.

It turns out that when we changed our house name in 2017, although BT Residential updated our billing address to the new house name, the record held by Openreach was not updated. I have spoken to BT Resi live chat but they said they can't help and I need to contact Openreach directly.

I rang the support number I was given, but this was just a long recorded message asking me to go via their website, before I was cut off. I've checked the Openreach website but there is no live chat other than a bot which only answers certain questions, and no email address or anything for me to contact them. I filled out a form which is more for new build developments really, but I don't know if they will respond to that.

Is there any other way to make this happen? It seems like it should be a 30-second job for someone but I have spent a couple of hours trying to get to the bottom of it, because without this being resolved I can't put my broadband into my business name.

Any advice gratefully received!

Re: Update address with Openreach

Keith_Beddoe — Tue, 31 May 2022 16:12:29 GMT

@kalbrau

You would be best to ask on the BT Business Forum for advice.

https://business.forums.bt.com/

One of the moderators there should be able to give you advice, as the moderators on this forum cannot deal with BT Business.

They may be able to get your current address updated, as you are still a residential customer. Only your current provider can do that.

Re: Update address with Openreach

licquorice — Tue, 31 May 2022 16:11:57 GMT

@Keith_Beddoe but @kalbrau is currently a BT residential customer.

You need to ask customer services to raise an ORDI request with Openreach to change your address

Re: Update address with Openreach

kalbrau — Tue, 31 May 2022 17:19:57 GMT

@licquorice So I need to go back to BT Resi customer support? I asked them to request the change with Openreach and they said they can't do it, and that I needed to contact Openreach direct.

Re: Update address with Openreach

imjolly — Tue, 31 May 2022 17:33:36 GMT

As @licquorice posted phone CS 150 and ask them to raise an ORDI with openreach to correct your address on openreach database. Once completed you should then be able to progress with BT business

Re: Update address with Openreach

licquorice — Tue, 31 May 2022 17:37:30 GMT

@kalbrau wrote:

@licquorice So I need to go back to BT Resi customer support? I asked them to request the change with Openreach and they said they can't do it, and that I needed to contact Openreach direct.

Yes, you need to be insistent, it is their responsibility to raise the ORDI with Openreach. Don't mention any potential move to a business service.

Re: Update address with Openreach

kalbrau — Tue, 31 May 2022 17:52:00 GMT

Ok, will do. Thanks for your help.