This topic

Moving Home/Open Reach don’t recognise address

waygar — Mon, 25 Mar 2024 17:09:45 GMT

Moving home to a new build which has a BT Openreach Fibre box installed. Despite this BT will not allow me to transfer existing account to new home. The new address is recognised on MyBT but at moving home section they say to call BT. When you call they can’t resolve and have now said address not listed with BT Openreach so can’t do anything and cannot offer advice or timescale. Can’t understand this as BT Openreach have installed a box as I mentioned and the address appears to registering elsewhere and with BT? Meantime I will end up paying for a service I can’t access when I do move soon. Anyone help?

Re: Moving Home/Open Reach don’t recognise address

Anonymous — Mon, 25 Mar 2024 17:56:49 GMT

Is the address & postcode 100% correct on the Royal Mail database & also here?

If both are good try the availability checker here & see what results you get. Feel free to post a screenshot but edit out the address first.

The ONT was likely installed by the developer rather Openreach, so possibly not connected to anything.

Re: Moving Home/Open Reach don’t recognise address

waygar — Mon, 25 Mar 2024 18:06:24 GMT

Royal Mail and link 100% correct and this comes up on the link you sent…
We cannot determine broadband availability at this location. This may be a new address to which connectivity is not yet complete.
The developer doesn’t understand why there is a problem.

Re: Moving Home/Open Reach don’t recognise address

imjolly — Mon, 25 Mar 2024 18:48:35 GMT

What lights are on in the ONT

Re: Moving Home/Open Reach don’t recognise address

waygar — Mon, 25 Mar 2024 18:51:31 GMT

Not sure would have to check. Still in the process of moving and not in the new flat at the moment.

Re: Moving Home/Open Reach don’t recognise address

Anonymous — Mon, 25 Mar 2024 19:39:36 GMT

Is this a ground up new build or a conversion? If the latter we've seen examples where the original property address has conflicted with the new & Flats A, B & C have been renamed 1,2 & 3.

When you enter a postcode in the availability checker you would normally be presented with a list of addresses served by that postcode. Does that happen or is that where you see the message you reported?

Re: Moving Home/Open Reach don’t recognise address

waygar — Mon, 25 Mar 2024 19:52:52 GMT

Complete new build and address in drop downs

Re: Moving Home/Open Reach don’t recognise address

Anonymous — Mon, 25 Mar 2024 19:59:12 GMT

Then are there any other variations of your address as I alluded to?

Have you tried the other flats in the block to see what's returned for those?

Re: Moving Home/Open Reach don’t recognise address

waygar — Tue, 26 Mar 2024 08:37:02 GMT

No I have tried. I haven’t spoke to neighbours as they are moving in but the developers indicated no other issues raised.

Re: Moving Home/Open Reach don’t recognise address

Anonymous — Tue, 26 Mar 2024 08:54:31 GMT

You don't need to speak to neighbours, just select their flat number on the availability checker instead of your own.

Re: Moving Home/Open Reach don’t recognise address

iniltous — Tue, 26 Mar 2024 09:55:22 GMT

To get connected to an ISP using Openreach FTTP in effect has two parts , the part Openreach are responsible for , so if the address has an ONT fitted and the PON light is lit and steady ( not flashing ) then the Openreach part is done ( because it’s new build this work can be done before an order is made with an ISP ) ,the second part is connecting to the ISP ( or a wholesale backhaul providers ) ‘cable links’ to get you into the ISP own network…..it’s rare , but occasionally the Openreach part is done but the backhaul isn’t yet provided, so an order cannot be raised with the ISP …..not every ISP uses the same backhaul, have you tried to see if it’s possible to raise an order with a different ISP, one that isn’t likely to use BTw , like Talk Talk ?