This topic

Open Reach address is wrong

gregh2 — Tue, 31 Oct 2023 11:52:40 GMT

We have FTTP but our address is wrong

I have been told that it can only be changed by Openreach with a ORDI

Can anyone put me in touch with someone to help me get this address changed please!!!

Re: Open Reach address is wrong

Keith_Beddoe — Tue, 31 Oct 2023 11:54:51 GMT

@gregh2

Are you a BT Broadband customer?

Re: Open Reach address is wrong

gregh2 — Tue, 31 Oct 2023 11:55:47 GMT

Yes for 2 years

Re: Open Reach address is wrong

Keith_Beddoe — Tue, 31 Oct 2023 12:06:43 GMT

Have you tried BT customer services on 0330 1234 150, they should be able to request an ORDI?

Re: Open Reach address is wrong

gregh2 — Tue, 31 Oct 2023 12:32:45 GMT

Hi yes

I tried but can't ever get through it just reverts you back to sales

Re: Open Reach address is wrong

gregh2 — Tue, 31 Oct 2023 12:35:40 GMT

I've been told that a moderator can deal with this on here

Re: Open Reach address is wrong

imjolly — Tue, 31 Oct 2023 12:36:31 GMT

just need to keep trying you must be able to speak to CS

is your address correct on royal mail database?

Re: Open Reach address is wrong

Keith_Beddoe — Tue, 31 Oct 2023 12:37:27 GMT

I will ask a moderator, but you need to be aware that they are very busy, and its likely to be a while before they can deal. It can then take a while for Openreach to make any changes.

I assume the address error is not causing any issue at the moment?

Re: Open Reach address is wrong

gregh2 — Tue, 31 Oct 2023 12:48:15 GMT

Ok so this is what happened

Moved in to house 2 1/2 yrs ago with a new FTTP connection

Fibre300 ordered and connected but the address on the account wasnt mine but the as yet unbuilt next door neighbours

I got the billing address changed by BT - thought all was good

Last month as new house next door is finished I got a notice to say someone wants to take over your line

I contacted BT and they cancelled the take over (actually rang them twice to confirm)

My line was taken over so the takeover was never cancelled

It turns out that although the billing address was changed the address assigned by openreach was not.

I have spoken to customer service about this and someone was going to sort all of this and contact me the next day even gave me an email address to contact him, nothing was done and no answers from the email

I am so frustrated by all of this I need some help

Re: Open Reach address is wrong

Keith_Beddoe — Tue, 31 Oct 2023 12:53:29 GMT

So you have no service at the moment? Have you reported it as a fault?

If so, then this is going to prove more complicated than a simple ORDI request.

Re: Open Reach address is wrong

gregh2 — Tue, 31 Oct 2023 12:53:39 GMT

No I have no service and my connection date is 7th Nov although the customer services said they would try and hurry that along but as i said he never came back

I was told nothing could be done

Re: Open Reach address is wrong

gregh2 — Tue, 31 Oct 2023 12:56:00 GMT

The next door neighbours house (now built) has had to get registed with the post office and council to get their connection sorted

I have had a 300mb service for 2 1/2 years and now nothing

Re: Open Reach address is wrong

Keith_Beddoe — Tue, 31 Oct 2023 13:11:48 GMT

Are you also registered on the Royal Mail Postcode Database?

Re: Open Reach address is wrong

gregh2 — Tue, 31 Oct 2023 13:17:12 GMT

Yes registered on Royal mail

next door is not yet but have applied

if you search for a broadband service his house name has up to 900mb and mine has none

That is why i believe if Openreach change the house name on my line to my address then it should all be sorted

I am going to have to wait until 7th Nov to get my service back I have come to terms with that

but i don't want any further problems when next door are on the royal mail database and they apply

i dont want anyone "taking over my line" again

Re: Open Reach address is wrong

JohnC2 — Tue, 31 Oct 2023 15:56:38 GMT

Hi @gregh2, sorry your service was disconnected even after you contacted us to advise of the error.

An ordi is raised on an active service to correct the record with Openreach.
It sounds like the the Full Fibre team has got a new order in place to connect you on the 7th November. In that case it means that they have either issued the order to the correct address or a dummy address which would need to be corrected after your service is connected.

Cheers

John

Re: Open Reach address is wrong

gregh2 — Tue, 31 Oct 2023 16:02:37 GMT

Yes the account address is "dummy"

will the change be automatic or will i have to try and get someone to do it because its so difficult to get anyone at BT to follow through and do what is requested

If so where would be the best place to start

Re: Open Reach address is wrong

JohnC2 — Tue, 31 Oct 2023 16:29:25 GMT

Hi @gregh2, thanks for confirming that for me.

The Fibre team should have an action open to get the address corrected shorty after the order closes. If not then you can call them to get them to correct it or drop back here if you're still unable to get it corrected and we'll be happy to help you.

Cheers

John

Re: Open Reach address is wrong

gregh2 — Wed, 08 Nov 2023 10:48:58 GMT

My address is still showing as the _dummy address can you help me get this reassigned to my correct address with openreach please

Re: Open Reach address is wrong

DanielS — Wed, 08 Nov 2023 11:31:25 GMT

Hi @gregh2,

Sure thing, we can do that for you.

I'm going to send you a private message that you can reply back to me on. Your message will come through to one of my team.

Thanks

DanielS

Re: Open Reach address is wrong

gregh2 — Wed, 08 Nov 2023 12:12:08 GMT

Thank you I have replied