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Incorrect address for upgrading BT

keithp — Sun, 15 Jun 2025 17:43:39 GMT

OK - any ideas on this one please?

We moved in 2023 and had a new phone, broadband etc. Our contract finishes this month, so just upgraded via the web site and left everything as is ie no new box.

The email has arrived and shows the installation address as our old address.

Can't get through to Bt, does this mean our broadband will be switched off? The email has our new phone number.

Keith

Re: Incorrect address for upgrading BT

imjolly — Mon, 16 Jun 2025 06:57:36 GMT

try contacting billing message now https://www.bt.com/help/contact-bt/account-and-billing/broadband

Re: Incorrect address for upgrading BT

Chris__S — Mon, 16 Jun 2025 07:12:26 GMT

Hi @keithp

We'd definitely need to get you in contact with one of our guides so that they can get this looked into for you.

As @imjolly mentioned, we have the option to message us, or if you give us a call a guide can take some details and amend your address for you.

Chris S

Re: Incorrect address for upgrading BT

keithp — Mon, 16 Jun 2025 08:33:02 GMT

Ok thanks.

Eventually after numerous calls I got through, explained the issue and have been told to ignore the email. I did try to ask why, but I think no one knows. I am not happy about the installation address being shown as our old address - and am still worried that the system may switch off as the post code is different. Not sure if it is that intelligent (?)

Anyhow - I am not going to call again - you have to put up with the same music for ages - so I will try your methods.