This topic

Incorrect address - BT/openreach

avidd — Fri, 21 Mar 2025 07:06:51 GMT

Hi, I’m hoping someone can help - I found a post on here with a similar issue involving a complaint and ORDI.

Every time I manage to place an order for full fiber my neighbours property gets pinged an email from their provider (SKY) to cancel their service. My order then gets cancelled.

Our property is 20 yrs old and was built by the previous owner of my neighbours property (which is a farm .5 of a mile up the road).

Any advice on a solution would be appreciated.

Re: Incorrect address - BT/openreach

imjolly — Fri, 21 Mar 2025 07:52:39 GMT

is your address correct on royal mail database? does BT address agree with that address?

Re: Incorrect address - BT/openreach

avidd — Fri, 21 Mar 2025 08:38:08 GMT

It shows up correctly on both.

Although the neighbours property (who get the cancellation emails) does not show up on the post office check in the same way as BT checker…

Re: Incorrect address - BT/openreach

iniltous — Fri, 21 Mar 2025 09:13:05 GMT

Just to confirm , you are currently a BT Consumer customer, and upgrading to BT or EE FTTP is your intention ?
FWIW , it’s possible that it’s your neighbour with Sky that has incorrect address data with Openreach, if that were the case then obviously they ( who are not currently affected by the issue ) would need to contact Sky .
If you are a BT customer , an ORDI check will verify if your address matches the RM entry

Re: Incorrect address - BT/openreach

avidd — Fri, 21 Mar 2025 09:47:32 GMT

I am a new BT customer on copper/fiber (actually only able to use 4G). Intending to upgrade to FTTP was offered EE yesterday. This triggered another email to neighbours ISP and my orders cancelled again.

Re: Incorrect address - BT/openreach

imjolly — Fri, 21 Mar 2025 10:09:36 GMT

are you actually a BT customer or new customer trying to move to BT? if moving who are you with just now before move

Re: Incorrect address - BT/openreach

avidd — Fri, 21 Mar 2025 10:13:56 GMT

I’m a BT customer.

Re: Incorrect address - BT/openreach

Ali_A — Sat, 22 Mar 2025 13:32:33 GMT

Hi @avidd

You can contact Openreach for an Ordi request using their online form you can find at Contact us about broadband problems in your new build home

Once this has been corrected you'll be able to place your order without any issues.

We look forward to you joining our Broadband service!

Ali

Re: Incorrect address - BT/openreach

imjolly — Sat, 22 Mar 2025 12:59:29 GMT

@avidd

if you are an existing BT broadband customer trying to upgrade to FTTP is your address correct on your BT account? If so you should be able to get BT to raise ORDI with openreach to correct their database to show your correct address