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Ordering problems

Prolog — Tue, 24 Jan 2023 20:41:10 GMT

I'm trying to place an order for Full Fibre but I keep getting the message

Sorry - The postcode you have entered does not match with the postcode recorded by Openreach for the telephone number entered.

Any idea how I resolve this ?

Keith_Beddoe — Tue, 24 Jan 2023 20:46:03 GMT

Welcome to this user forum for BT Retail phone and broadband customers.

Are you an existing BT Retail Customer with a BT Retail phone number? (do not post your number here).

Prolog — Tue, 24 Jan 2023 21:10:15 GMT

Was with John Lewis Broadband but I believe that they have been absorbed into Plusnet

Keith_Beddoe — Tue, 24 Jan 2023 21:15:02 GMT

Do you still have a contract with a provider at the moment?

Prolog — Tue, 24 Jan 2023 21:19:04 GMT

I'm still paying John Lewis (Plusnet) and I'm still getting broadband and phone service

Keith_Beddoe — Tue, 24 Jan 2023 21:32:21 GMT

Then you will need to ask Plusnet to raise a ORDI request to Openreach, to get the address details corrected.

This can only be requested by your existing provider.

Once the Openreach database is corrected, you can then place an order with BT.

There is no other way to do this.

Prolog — Tue, 24 Jan 2023 22:28:52 GMT

Thanks for that, I’ll get onto it.