This topic

Incorrect address

Thomas99 — Sun, 22 Jan 2023 18:09:45 GMT

I have recently signed up to BT and had to call them to arrange for my landline to be fixed, that has been done and works now which is great.

However, I also signed up to BT WiFi at the same time and it seems my address was mudfled up slightly meaning my new router has not arrived and I assume has been returned to sender by Royal Mail. Any ideas how I can get this sorted?

I would prefer to not call again, as I definitely made my address clear but seems this was not recorded correctly, so I'd prefer this to be written down for someone. Hopefully I get my router and WiFi working then.

Any help would be greatly appreciated!

Re: Incorrect address

DavidM — Mon, 23 Jan 2023 08:24:07 GMT

Hi @Thomas99 and welcome to our community.

Thanks for posting. Sorry there's been a mix up with your address. I'm sure we can put this right for you. I've dropped you a message so check you in box and send me over the details.

Cheers

David

Re: Incorrect address

DanielS — Mon, 23 Jan 2023 20:44:11 GMT

Hi @Thomas99,

Thanks for replying to @DavidM.

I have picked this up for you and will be working on getting it to your address and correcting your address records too. I'll be in tomorrow from 12.30pm until 9pm. I'll give you a call as there are a few things that I need to discuss with you. Is there a good time that suits you?

Thanks
DanielS

Re: Incorrect address

Thomas99 — Tue, 24 Jan 2023 10:30:48 GMT

Hi @DanielS,

Thanks for helping with this, much appreciated!

Happy to talk when you are around, would between 1pm and 2pm work for you or alternatively sometime later on after around 7.30pm?

Thanks for your help!

Re: Incorrect address

RobbieMac — Tue, 24 Jan 2023 10:55:06 GMT

Thanks for confirming a suitable time @Thomas99

I'll pass this over to @DanielS and he'll give you a shout later 😊

All the best,

Robbie

Re: Incorrect address

Thomas99 — Tue, 24 Jan 2023 12:17:59 GMT

Hi @RobbieMac,

Perfect, sounds good. Please can the call be made to my mobile number when @DanielS is free? Although I have my landline number, I haven't sorted my new telephone out yet so mmobile is the phone to use 🙂

If someone can message before calling me, that would be super helpful!

Re: Incorrect address

DanielS — Tue, 24 Jan 2023 16:38:30 GMT

Hi @Thomas99,

Thanks for getting back to me.

As you have asked, I'm going to try and call your mobile in a few minutes. If you aren't free then, I will call you after 7.30pm 🙂

Thanks
DanielS

Re: Incorrect address

DanielS — Tue, 24 Jan 2023 20:08:33 GMT

Hi @Thomas99,

Thanks for taking the time to speak with me tonight.

As I mentioned, I have ordered the Smart Hub 2 to your correct address. I am also contacting Openreach to have your records updated. I will speak with you again on Friday afternoon.

Thanks
DanielS

Re: Incorrect address

Thomas99 — Tue, 24 Jan 2023 21:58:42 GMT

Hi @DanielS,

Thanks very much for your help today!

Seems my account is all working now, I have been able to create my BT ID and I am setup on the app too.

I see the Smart Hub 2 is dispatched and hopefully arriving tomorrow. I shall keep you updated on progress as agreed.

Thanks again for the help!

Re: Incorrect address

Thomas99 — Thu, 26 Jan 2023 19:54:32 GMT

Hi @DanielS,

Just to let you know, my Smart Hub arrived today and has been successfully set up.

Seems to be working really well, super connection and all working as I had hoped!

Thanks so much for all your help over this week, it's been much appreciated!

Re: Incorrect address

DanielS — Fri, 27 Jan 2023 14:08:47 GMT

That's brilliant @Thomas99.

I'm very happy that it's all working.

I'm waiting on Openreach to come back to me but everything is inhand and will be sorted fully for you 🙂

Thanks
DanielS

Re: Incorrect address

DanielS — Tue, 07 Feb 2023 20:30:01 GMT

Hi @Thomas99,

I wanted to let you know that Openreach have updated your address to the correct version. I have updated our systems and I've arranged to have it corrected for any emergency services.

I am closing the complaint that I raised however, if you need any help else from me, at all, please let me know.

Thanks
DanielS