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BT address mix up has led to me being disconnected

JoJoT5 — Fri, 04 Sep 2026 11:27:07 GMT

Having an absolute nightmare with BT , cannot get any resolution, have been without broadband for a week due to my neighbours moving in to next door property and their address mixed up with mine so BT think I’m moving next door ! No one seems to be able to help and I’m getting more and more frustrated. They have taken my direct debit yesterday for an account that isn’t even active ! Can’t get through to anyone on phone.

Re: BT address mix up has led to me being disconnected

iniltous — Fri, 04 Sep 2026 11:39:56 GMT

Perhaps you can clarify the issue , first , are BT your provider, or do you think it’s BT’s responsibility to sort it out regardless of the actual provider ? ,

if your neighbour (new neighbour presumably that’s recently moved in ) put your address on their application for service, you should have received a communication from your provider saying something along the lines of ‘sorry you are leaving’ , did you get anything like that ? ,

who is your neighbours provider ?

if your address were incorrectly used by your new neighbour, then you would expect their service to be now ‘live’ at your address (even if you can’t use it ) and them to have no service at their address , because it was incorrectly supplied to your address , is that the case ?

Is it understandable why someone could mix up your address and their address, like they have the same house number but different suffix, like 1A and 1B , or are they very different although likely to have the same street name , perhaps you can give the first part of your address and their address , obviously don’t provide any personal information.

Re: BT address mix up has led to me being disconnected

JoJoT5 — Fri, 04 Sep 2026 13:27:09 GMT

Yes basically the internal ONT fibre box in my house has the incorrect UPRN but getting this changed seems to be beyond anyone’s capabilities. I keep being told it’s openreach I need to contact and then openreach tell me it’s my ISP

Re: BT address mix up has led to me being disconnected

imjolly — Fri, 04 Sep 2026 13:43:05 GMT

as openreach do not deal with the public it is your ISP who you need to contact and get it sorted. when you call make sure you have the S/N of the ONT