This topic

Broadband order keeps getting cancelled

ufuomaokpeahior — Sun, 23 Jul 2023 18:46:26 GMT

I just moved into a new build and I have been trying to get BT set up. I have called up to place the order 3 times !!!! And it keeps getting cancelled. The person on the other end keeps saying that my line is full or someone else is already providing me service.
This doesn’t make sense to me as we are literally the first people to move into the house and we can see an opeanreach box fitted so I don’t see why we can get the service. Has anyone experienced this and how can I resolve this quickly. I work from home and I desperately need broadband.

Re: Broadband order keeps getting cancelled

iniltous — Sun, 23 Jul 2023 19:16:52 GMT

It’s occasionally the case that developers that use plot numbers during the build when liaising with Openreach , allocate a different street number to the plot , different to the street number they indicated to Openreach they were going to use , this leaves OR records mismatched, the OR techs when they fit the ONT are given the plot number not the street number , so you call a provider like BT stating (for example) No4 Coronation Street and that address comes up as already served, because the plot and house numbers were misaligned and someone in another plot ( that’s occupied ) was recorded as No4 with Openreach even though they are not in No.4 , I’ve seen this where the developer added an extra plot that threw the street numbers out by 1.

Try speaking to the developer to see if the plot/street number are still what they gave to OR early in the build process , so they can liaise with the Openreach FBC ( AKA new sites representative ) , alternatively it may be possible to quote the serial number of the ONT instead of the house or plot number , and the service provider may be able to locate the ONT irrespective of the mismatched address , provided the ONT PON light is lit and steady ( not flashing ) .

Try calling the BT FTTP number ( search this forum to find it ) they may be able to assist .

Re: Broadband order keeps getting cancelled

imjolly — Sun, 23 Jul 2023 19:26:31 GMT

Is your address correct on royal mail database? If it is then try as @iniltous suggested phoning FTTP TEAM 08005874787 having the serial number of ONT to hand

If you get diverted to CS then hang up and try later

Re: Broadband order keeps getting cancelled

DavidM — Mon, 24 Jul 2023 09:19:52 GMT

Hi @ufuomaokpeahior and welcome to our community.

Thanks for posting about your order. I'm sorry to hear there are problems getting you connected. @iniltous and @imjolly advice is correct. The FTTP team should be able to help. Also, does your address match with the Royal Mail site?

Cheers

David

Re: Broadband order keeps getting cancelled

ufuomaokpeahior — Mon, 24 Jul 2023 09:24:23 GMT

I believe so but I will contact the FTTP team as advised. Thanks a lot

Re: Broadband order keeps getting cancelled

imjolly — Mon, 24 Jul 2023 09:29:05 GMT

you need to check your address on royal mail database is correct before contacting FTTP TEAM as it need to match open BT/openreach