This topic

Address not registered…

lewsmart — Tue, 16 Apr 2024 15:10:41 GMT

My address is not coming up on the BT/EE database so I can’t set up broadband. My address is registered on the Royal Mail database so I don’t understand this.

Can anyone help?

Re: Address not registered…

Keith_Beddoe — Tue, 16 Apr 2024 15:14:00 GMT

@lewsmart

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

Are you in a new build property?

Re: Address not registered…

lewsmart — Tue, 16 Apr 2024 15:15:17 GMT

Not at all, it’s a very old building…

Re: Address not registered…

iniltous — Tue, 16 Apr 2024 15:18:52 GMT

There are a few places , often relatively new build sites , where the developer locked out Openreach and used either VM , and Alt Net or their own in house network provider, so those properties don’t have access to Openreach and by extension BT or EE , what sort if area is the address in question ?

Ah OK , not new build ( that info provided after I posted this )

Is it a relatively old building that has only recently been made in to a habitable one, like a barn conversion for example ?

Re: Address not registered…

lewsmart — Tue, 16 Apr 2024 15:19:28 GMT

Openreach definitely not locked out.
it’s a village called Sennen in Cornwall.

Just don’t know how to get my address on the EE database…

Re: Address not registered…

Keith_Beddoe — Tue, 16 Apr 2024 15:23:09 GMT

Are there any phone sockets in the property, as it may not had any historic phone/broadband connection, and would not have any Openreach routing.

You should still be able to place an order online, by entering your postcode, and then selecting your address from the list of adresses.

Openreach would then class it a a "bronze" connection, and would do a survey to determine the routing.

Its the Openreach database, nothing to do with EE or BT Retail.

Re: Address not registered…

lewsmart — Tue, 16 Apr 2024 15:26:26 GMT

That’s the problem, my address is not on the drop down list.

Previous internet and phone line was not BT, open reach or EE.

Really want to know how to get my address on the EE drop down list so I can link my EE phone contract into a phone, mobile and broadband deal…

Re: Address not registered…

Keith_Beddoe — Tue, 16 Apr 2024 15:38:05 GMT

There should be space on that online form, to add your address to it. I think it used to be at the bottom of the form.

That triggers Openreach to do a survey using their external plant records. They will then build a routing for your address.

Re: Address not registered…

Antonyl — Tue, 24 Sep 2024 19:19:42 GMT

Have you had any luck as I'm having the same issue

Re: Address not registered…

Leanne_T — Wed, 25 Sep 2024 14:00:54 GMT

Hi @Antonyl

Thanks for coming here 🙂

Have you tried the advice from @Keith_Beddoe to see if this works for you?

Leanne 🙂