This topic

Silver Address

hanmiller — Tue, 21 Feb 2023 13:49:59 GMT

I have just moved into a new build, we have an OpenReach box installed. When I go on BT to get broadband my address doesn’t come up on BT’s system, (it is however on Royal Mail). How do I go about changing my address from silver to gold so I can have broadband please?

Any help at all is appreciated

Re: Silver Address

Keith_Beddoe — Tue, 21 Feb 2023 13:55:42 GMT

@hanmiller

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

It means that there is no routing shown on the Openreach database, so there is probably no line connected.

You should just be able to place an order with BT Retail, and the routing would be determined by Openreach. Have you tried placing an order?

https://www.bt.com/products/broadband/deals

Use the address checker on the page below, and post the results, but edit out your address details first.

https://www.broadbandchecker.btwholesale.com/#/ADSL

Re: Silver Address

hanmiller — Tue, 21 Feb 2023 14:09:15 GMT

Hi @Keith_Beddoe

I can’t place an order with BT as my address doesn’t show up on the system. I don’t have any of the info needed for the address checker as I'm not a BT customer, I’m not a customer of anyone yet.

When ringing BT to see if we could order over the phone they said no as this issue sits with OpenReach.

Could you please advise?

Thanks Hannah

Re: Silver Address

Keith_Beddoe — Tue, 21 Feb 2023 14:22:21 GMT

@hanmiller

If there is an Openreach fibre mode installed (ONT), then ring the FTTP helpdesk on 0800 587 4787.

They should be able to place an order for you.

Re: Silver Address

imjolly — Tue, 21 Feb 2023 14:25:31 GMT

as a new build do you have an ONT looks like this

are any lights lit like the photo?

take a note of the serial number and phone FTTP TEAM 08005874787 and see if they can help you

Re: Silver Address

hanmiller — Tue, 28 Feb 2023 20:53:02 GMT

Hi, I have called the number you have suggested, however they cannot help me, all they suggested I do is create a BT account, but this is the issue I can’t create an account as my address is silver and needs to be gold so the address doesn’t appear on the system. I don’t understand why this issue isn’t being solved, we have been without broadband for over 2 weeks now and working from home is impossible

Re: Silver Address

hanmiller — Tue, 28 Feb 2023 20:54:06 GMT

We have an ONT box, the only lights which are on are the power and PON

Re: Silver Address

iniltous — Tue, 28 Feb 2023 22:25:30 GMT

I suspect that although you called the FTTP customer service team , your call went to the regular customer service reps ( calls are diverted to regular customer service when busy or out of hours ) .
Have the ONT Serial number ready when you call back ….FYI , often addresses are messed up on new sites in part by the developer, when OR build the area in ‘data’ , the property is known by the plot number , often when the actual street number is allocated , it doesn’t match up to the plot number the builder used and advised OR of , ..if you don’t really intend to use BT , it’s unrealistic to expect BT to sort out the address issue, so that you can order service with someone else, but if BT are the ISP you intend to order with , even with a less than perfect address record, it should be possible to raise an order.

Re: Silver Address

hanmiller — Tue, 28 Feb 2023 22:52:06 GMT

As mentioned, I intend to go with BT as my ISP, believe me I have spoken to sales to place my order - but they have told me time and time again I can’t as my address doesn’t exist on their system as it’s silver not gold. This is an Openreach issue who are refusing to sort us out and put us on their db

Thanks for your help but I’m closing this thread as we’re going round in circles

Re: Silver Address

DavidM — Wed, 01 Mar 2023 08:22:34 GMT

Hi @hanmiller and welcome to our community.

I'm sorry you're having problems getting the FTTP order placed. This isn't something we can help with. As @imjolly has mentioned you'll need to contact the FTTP team on 08005874787. I know you've been in touch with them but if the front line advisor can't help you can ask for this to be escalated.

Cheers

David

Re: Silver Address

hanmiller — Wed, 01 Mar 2023 16:45:41 GMT

Hello,

I’ve just rang that number and they said it’s not a BT issue and I should contact Openreach, so will attempt to

Re: Silver Address

imjolly — Wed, 01 Mar 2023 18:19:57 GMT

Openreach will not help you need to place your order with your selected ISP. If that is BT then phone the number I posted and place an order for broadband and that should start the ORDI with openreach

Re: Silver Address

hanmiller — Wed, 01 Mar 2023 19:18:52 GMT

I am in conversation with Openreach, they have confirmed they have to update their database once they have approved the services for my address. So it is getting sorted by Openreach

Thank you for your advice throughout all

Re: Silver Address

teddy2025 — Thu, 09 Jan 2025 15:34:36 GMT

how did you manage to speak to openreach?

we are having simular issues and want an installtion

cheers

Re: Silver Address

teddy2025 — Thu, 09 Jan 2025 15:35:46 GMT

Hi

how did you manage to speak to openreach?

we are having simular issues and want an installtion

cheers

Re: Silver Address

Keith_Beddoe — Thu, 09 Jan 2025 15:39:14 GMT

@teddy2025

The person you are replying to, has not been online since ‎01-03-2023.

Re: Silver Address

teddy2025 — Thu, 09 Jan 2025 15:41:18 GMT

Thanks

we want to get a connection

online they say we cant but nexdoorcan but the cable supplying next door is on apole in our field

apparently they are gold and we are silver

i speak to providers they say cant help speak to openreach but are unable to contact them

all help gratefully recieved

cheers

Re: Silver Address

hanmiller — Thu, 09 Jan 2025 15:53:01 GMT

Hi I emailed info@info.openreach.co.uk

Re: Silver Address

teddy2025 — Thu, 09 Jan 2025 15:56:52 GMT

thanks