This topic

New Build FTTP Order Auto-Cancelling - Address Mismatch with Sky

Ic3man — Fri, 16 Oct 2026 18:06:48 GMT

Hi everyone,

I’m hoping a BT Care Guide can help me manually escalate an order issue, as the automated system keeps throwing my order into an auto-cancellation loop.

The Situation:

Property: New build house.
Current Provider: Sky (utilizing the Openreach network).
The Problem: I placed an order to switch to BT broadband, but it was automatically cancelled. I suspect there is a database mismatch between how Sky has my address registered (possibly an old plot number/Silver address) and how BT is trying to request it.

Thank you!

Re: New Build FTTP Order Auto-Cancelling - Address Mismatch with Sky

andydenyer — Fri, 16 Oct 2026 18:13:30 GMT

You need to call and speak to BT.

This is a customer to customer forum and only the mods are BT employees but they don't read everything and don't have access to customer accounts.

Re: New Build FTTP Order Auto-Cancelling - Address Mismatch with Sky

gg30340 — Fri, 16 Oct 2026 18:16:49 GMT

This is a BT residential customer to customer forum. Your post does not go to BT. The only BT staff are the forum moderators who do not necessarily read all the posts and they do not have account access.

Have you tried using the One Touch Switching

https://www.ofcom.org.uk/phones-and-broadband/switching-provider/simpler-broadband-switching-is-here

If there is an address issue you will need to get your present provider to correct it or contact BT 0330.1234.150 and place an order and ask if they can raise an ORDI request.

Re: New Build FTTP Order Auto-Cancelling - Address Mismatch with Sky

Ic3man — Fri, 16 Oct 2026 18:19:11 GMT

I am using One Touch Switch, yes. My hope was it will be an easier process but seems like I was wrong.

Re: New Build FTTP Order Auto-Cancelling - Address Mismatch with Sky

iniltous — Fri, 16 Oct 2026 20:52:42 GMT

Have you reason to suspect an address issue, perhaps problems in the past with deliveries or you were advised the development plot number / street number misaligned ?

If you put your address in here does the return show ONT exists with active service ?

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

Supposedly there is the option to use the ONT serial number to locate the address with this ONT , but this would need you to call , and for the customer service guide to have the necessary system knowledge to locate the existing service using that info .

Obviously if Sky were the first provider to supply service to the address , they obviously managed to raise an order so it’s possible but it may need manual intervention