This topic

Wrong Delivery address

kazkillian — Sat, 24 Jan 2026 16:15:16 GMT

Hi, I am trying to change my Broadband provider to BT. When I go through the online process, the delivery address is incorrect. Any idea how I can get this address changed to the correct address?

I tried phoning 0330 123 4150. But they said there is nothing they can do and to try Live chat but I cant see a Live Chat option for people who are not currently a Customer.

Thank you, Karen.

Re: Wrong Delivery address

Kimberlin — Sat, 24 Jan 2026 16:48:35 GMT

@kazkillian

If your address is wrong:

https://www.royalmail.com/personal/receiving-mail/update-your-address

Re: Wrong Delivery address

gg30340 — Sat, 24 Jan 2026 18:14:37 GMT

How and where is the delivery address wrong during your order process?

Don't post your address but does your "old" provider have the correct address showing for you?

Re: Wrong Delivery address

kazkillian — Sun, 25 Jan 2026 21:06:24 GMT

I am trying to place an order with BT. Its incorrect on the Installation and Delivery address. Yes my current provider has my correct address.

Re: Wrong Delivery address

kazkillian — Sun, 25 Jan 2026 21:07:10 GMT

Sorry its not correct on the BT Order page. My address is correct with my current supplier and its correct with Royal Mail.

Re: Wrong Delivery address

gg30340 — Sun, 25 Jan 2026 21:59:18 GMT

If you are not able to edit the address your self unfortunately nobody on this forum has access to your account so you will need to call BT Billing 0330.1234.150 and ask them to correct the address.

Re: Wrong Delivery address

kazkillian — Mon, 26 Jan 2026 21:52:36 GMT

I tried that number, but they said they couldn't do anything?

Re: Wrong Delivery address

gg30340 — Mon, 26 Jan 2026 21:54:29 GMT

Who entered the wrong address?

Re: Wrong Delivery address

chrisjp — Mon, 26 Jan 2026 23:49:09 GMT

Since you're not currently a BT customer, they presumably don't have any address for you in their records. So you must have supplied some information to BT to enable them to put a delivery & billing address on your order.
Can you tell us what information you supplied for this purpose? Was it your postcode for example? Normally when you do this, a new vendor then supplies you with a shortlist of addresses from which you pick yours. Vendors normally use the Royal Mail address database to get this shortlist and you say that Royal Mail has your correct address.

So I don't understand how BT can somehow be coming up with an incorrect address.

Re: Wrong Delivery address

leofrenchhere — Wed, 28 Jan 2026 16:14:32 GMT

If the delivery address on your BT broadband order is wrong (for example it’s showing an old or completely incorrect address), there isn’t currently a way to fix it from within the online order pages

Re: Wrong Delivery address

kazkillian — Thu, 29 Jan 2026 20:57:55 GMT

I used a comparison site which had my correct address on. The correct address was passed over. As you go through the process you have to enter an address, so I entered my correct address. Just for some reason the delivery address has it incorrect.

Re: Wrong Delivery address

kazkillian — Thu, 29 Jan 2026 20:59:30 GMT

Same here, i have no idea. I think it could be because we share the same number against the same post code with another property. Just my number is preceded by the building name

Re: Wrong Delivery address

chrisjp — Thu, 29 Jan 2026 23:17:32 GMT

Ahh...so the incorrect delivery address that you said in your first post that BT came up with, is almost the same as your address, as the same postcode and differs from your address by just not having a building name in it. Is that correct?
Could it be that the online form you filled in with your address wouldn't accept a building name?

Re: Wrong Delivery address

samueljjoachim — Mon, 27 Apr 2026 21:49:26 GMT

Make sure your correct address matches official records (like postcode database). If needed, cancel the order and reapply once the address is corrected.