This topic

Part of my address with BT does not exist and so far it has not been corrected!

TNodrog — Wed, 22 May 2024 08:11:20 GMT

The second line of the address that BT uses for my address simply does not exist and even though several BT staff have tried to correct it, it has still not been corrected.

I have gone through the address change myself several times, using the postcode search option to select the correct address and each time I have done so, I have then had an onscreen message that states

‘Thank you.

You’ve successfully changed your billing address. Your changes will show on your account within 15 minutes.

We will send your billing correspondence and paper bills to the following address.

Billing address’

My full correct address is then clearly shown.

I have taken web-snap of this and have even recorded the change and have kept recording while waiting for over 15 minutes but . . . Aaaaarrrrgggghhhhhh, it has not been changed!

Will someone P-L-E-A-S-E solve this problem and get the address corrected.

Thank you (in anticipation).

Re: Part of my address with BT does not exist and so far it has not been corrected!

Keith_Beddoe — Wed, 22 May 2024 08:16:25 GMT

I have asked a moderator to provide assistance, they will post an invite on this thread.
They are the only BT employees on this forum, and are based in the UK.

Re: Part of my address with BT does not exist and so far it has not been corrected!

TNodrog — Wed, 22 May 2024 08:19:25 GMT

Thank you so much. I have been trying to get this corrected for weeks.

Re: Part of my address with BT does not exist and so far it has not been corrected!

iniltous — Wed, 22 May 2024 09:05:32 GMT

Billing addresses and installation addresses often are different , especially with business , it’s often the case that the billing address is the ‘head office’ of the business not the individual address where the installation of service is ,

Residential now is mainly online billing ( email , Direct debit etc ) most residential accounts don’t even have a bill sent out in the post , so if the billing address is inaccurate it’s not really an issue , so what problem is this billing address issue actually causing ? , if the installation address is wrong that’s a different matter .

Re: Part of my address with BT does not exist and so far it has not been corrected!

DavidM — Wed, 22 May 2024 09:45:10 GMT

Hi @TNodrog and thanks for posting.

Sorry there are problems with your address. Can you just confirm if the details match on the Royal Mail website?

Cheers

David

Re: Part of my address with BT does not exist and so far it has not been corrected!

TNodrog — Wed, 22 May 2024 12:55:01 GMT

Hello David,

Sorry for the delay in replying.

Thank you for your message.

I have just checked and the address on Royal Mail’s postcode finder is the full correct address 😃

The BT one has a non-existent building and is missing two parts.

Re: Part of my address with BT does not exist and so far it has not been corrected!

DavidM — Wed, 22 May 2024 14:27:38 GMT

Thank for checking that @TNodrog

I'll take a look at this for you. Check your inbox for my message and drop me over the details.

Cheers

David

Re: Part of my address with BT does not exist and so far it has not been corrected!

TNodrog — Sun, 26 May 2024 07:41:41 GMT

There is only one address and it is incorrect in several ways. One part of the address simply does not exist! I have tried to get this corrected multiple times.

So yes it definitely does matter.

Re: Part of my address with BT does not exist and so far it has not been corrected!

Keith_Beddoe — Sun, 26 May 2024 07:44:59 GMT

A moderator should sort this out, provided you replied to the private message that was sent by DavidM.

Re: Part of my address with BT does not exist and so far it has not been corrected!

TNodrog — Sun, 26 May 2024 08:08:03 GMT

I replied as requested on the 22nd and hope that someone can finally sort this out. 🤞🏻

Re: Part of my address with BT does not exist and so far it has not been corrected!

Keith_Beddoe — Sun, 26 May 2024 08:24:16 GMT

They usually do, but it may take a week or so, as they are very busy.

Re: Part of my address with BT does not exist and so far it has not been corrected!

TNodrog — Tue, 28 May 2024 08:06:09 GMT

I had a phone call yesterday morning - caller claimed that the supply & billing address errors have been corrected.

I just checked and guess what? The same errors are showing.

It is now 23 days since I first pointed the errors out. I have lost count of the number of people at BT who have tried to solve the problem.

Will someone please sort this out?

Re: Part of my address with BT does not exist and so far it has not been corrected!

PaddyB — Tue, 28 May 2024 11:37:49 GMT

Hi @TNodrog,

I can see that you spoke to one of my colleagues Eamon yesterday and they've confirmed that the address has been updated. Where are you still seeing the incorrect address?

Thanks,

Paddy

Re: Part of my address with BT does not exist and so far it has not been corrected!

TNodrog — Sun, 02 Jun 2024 07:47:40 GMT

Sorry for the late reply - I having a tough time.

It is within My BT Account details - Account Address and Contact details My address.

I have lost track of the attempts staff have made to correct the errors I reported 4 weeks ago today.

On Wednesday 29.05.2024 at 15:57 I had a text from Jim confirming the fully correct address.

The errors are still showing today 🫣

Re: Part of my address with BT does not exist and so far it has not been corrected!

PaddyB — Sun, 02 Jun 2024 12:06:46 GMT

Hi @TNodrog,

Thank you for posting back. I've doubled checked all our systems and the address details are showing as correct. The My BT side can be slower updating and this should be corrected when the next bill is produced.

Thanks,

Paddy

Re: Part of my address with BT does not exist and so far it has not been corrected!

TNodrog — Mon, 03 Jun 2024 06:53:52 GMT

Thank you Paddy,

I will check again in a few days, I think the next bill is due around the !0th of June.

I will send a reply when I have checked both addresses.

Re: Part of my address with BT does not exist and so far it has not been corrected!

TNodrog — Tue, 11 Jun 2024 07:59:26 GMT

I checked the address yesterday.

At last they have removed the mythical cottage which has been corrected to a terrace, and have added the hamlet, but now there are two entirely new errors:

the correct house name has been removed;

and the postcode is now incorrect.

I spoke to a lady at BT this morning who confirms that:

the full correct address is on the service address;

and that she has corrected the billing address errors, which should show the correct address on the next bill.

Fingers still crossed 🤞🏻