This topic

BT Openreach - How do you contact them to rectify address issues?

IlltudDunsford — Mon, 02 Sep 2024 15:14:57 GMT

I'm a tenant in a new property, the landlord had a fibre line installed by Openreach. No Service Provider will provide me with a broadband service as they say there is no line to the property. I have the NAD key reference. There is seemingly a disparity between my address as held by Royal Mail and Openreach. How do I correct this?

Re: BT Openreach - How do you contact them to rectify address issues?

Keith_Beddoe — Mon, 02 Sep 2024 15:22:00 GMT

@IlltudDunsford

Is there any equipment connected to the end of the fibre?

Are you sure it was installed by Openreach, and not another fibre provider?

BT Openreach do not exist, its just Openreach.

https://www.openreach.com/help-and-support

Re: BT Openreach - How do you contact them to rectify address issues?

IlltudDunsford — Mon, 02 Sep 2024 15:24:28 GMT

The grey box on the exterior wall is imprinted with the Openreach logo, and the access terminal on the inside of the property also has the Openreach logo. There is no further equipment connected.

Re: BT Openreach - How do you contact them to rectify address issues?

IlltudDunsford — Mon, 02 Sep 2024 15:27:37 GMT

There's even a nice little sticker that says "This is the property of Openreach and must only be repaired or removed by Openreach consent".

Re: BT Openreach - How do you contact them to rectify address issues?

iniltous — Mon, 02 Sep 2024 18:17:24 GMT

Openreach and BT are not interchangeable terms , if your intention is to use BT as your provider ( and raise an order to show that commitment ) then you may get an offer of help , but if your intention is to use someone other than BT , then your problem is not a problem for ‘BT’ .

Re: BT Openreach - How do you contact them to rectify address issues?

ptrduffy — Mon, 02 Sep 2024 20:42:54 GMT

The grey box on the exterior wall is imprinted with the Openreach logo, and the access terminal on the inside of the property also has the Openreach logo.

Does the "access terminal" have any lights on it, and are any of them lit? And is it plugged in to a power socket?

Re: BT Openreach - How do you contact them to rectify address issues?

IlltudDunsford — Tue, 03 Sep 2024 07:40:07 GMT

Yes, it's both plugged in and lit up.

Re: BT Openreach - How do you contact them to rectify address issues?

licquorice — Tue, 03 Sep 2024 07:42:49 GMT

Is the PON led steady or flashing?

Re: BT Openreach - How do you contact them to rectify address issues?

IlltudDunsford — Tue, 03 Sep 2024 07:44:06 GMT

I contacted BT to provide broadband service (back in May) and their repeated response since then was that the issue lies with Openreach, and that until that is rectified they (or any other provider for that matter) can't be a service provider.

I'm at a loss how to rectify this after months of calls and emails. This is a last ditch attempt, if this can't be rectified the alternative is likely a satellite based service.

Re: BT Openreach - How do you contact them to rectify address issues?

licquorice — Tue, 03 Sep 2024 08:01:42 GMT

If you intend to place an order with BT, call and ask them to raise an ORDI request with Openreach.

Re: BT Openreach - How do you contact them to rectify address issues?

iniltous — Tue, 03 Sep 2024 08:39:12 GMT

If the CSP ( grey block on external wall ) and ONT exist , presumably those items were installed as ‘newsites’ , so a ‘brand new’ property, ( presumably you are the first occupant ) as if it were not ‘new build’ and ‘retro build’ someone must have successfully ordered service for the CSP/ONT to physically exist, so is it effectively a brand new property ?

When ‘new builds’ are provided with Openreach FTTP , it’s in advance of any customer ordering service, the builder at this point refers to the property by the plot number ( and Openreach install the CSP/ONT using the plot number ) as this is normally quite near occupation ( or at least the owner getting the keys ) the postal address will be known , it’s just less important than the plot number ( as far as OR are concerned ) .

If the developer makes a mistakes registering the address with the relevant authority including the Royal Mail or changes the relationship between the plot and house number after OR have entered their own data , then this type of discrepancy can affect the ordering process .

What does the Royal Mail show for your postal address and are there any differences to what is shown here

https://www.broadbandchecker.btwholesale.com/#/ADSL/AddressHome

Usually , if the PON light on the ONT is steady green , the ‘plot’ was successfully authenticated, and the ONT serial number is ‘recorded’ within Openreach systems ( irrespective of any address inconsistencies ) , often using the ONT serial number can help the ISP locate the ‘service’ , you could try making a note of the serial number ( normally on a sticker on the ONT , but also on the rear of the ONT ) and ask the ISP to use that to locate your address in the OR system.

Re: BT Openreach - How do you contact them to rectify address issues?

IlltudDunsford — Tue, 03 Sep 2024 09:23:01 GMT

Thanks, I’ve checked the postal address via the link you provided. When I select the correct address, the message that I get is:

We cannot determine broadband availability at this location. This may be a new address to which connectivity is not yet complete.

The PON light is a static green. I have already provided the serial number of the ONT to BT and they still couldn’t activate the service. I’ve contacted BT again today and they’ve just passed me onto a different department. No one seems to want to take any ownership of the issue. I’m just going in circles.

Re: BT Openreach - How do you contact them to rectify address issues?

iniltous — Tue, 03 Sep 2024 09:30:58 GMT

https://www.openreach.com/forms/fibre-broadband-availability---customer-form

Try filling out this formwize , it’s directly to Openreach so no ISP involvement , a section is ‘ my neighbours can get FTTP but I can’t ‘ , provide as much info as possible .

Re: BT Openreach - How do you contact them to rectify address issues?

IlltudDunsford — Tue, 03 Sep 2024 09:56:52 GMT

Amazing! Thank you.