This topic

Can't order broadband

Mumbosugar — Wed, 04 Mar 2026 23:18:30 GMT

Trying to order broadband through My Deals.

Get stuck when it asks me to log in. I'm a new customer so I don't have an ID . When I click create account it asks for an account number , cant have an account number if I'm a new customer. Click "don't have an account number" which takes me to a "recovery your Id" page.

What the hell??? Who designed this dreadful process?

Re: Can't order broadband

Kodikid — Thu, 05 Mar 2026 07:53:43 GMT

Always best in situations like these to ring them up and explain your predicament

Re: Can't order broadband

Mumbosugar — Thu, 05 Mar 2026 09:44:59 GMT

I get that but that shouldn't be the case at all for such a big company to design such a redundant process? Its a new build, so if BT weren't our only option I'd go for someone else because of it

Re: Can't order broadband

Kodikid — Thu, 05 Mar 2026 09:54:43 GMT

You're preaching to the converted

It's not for nothing BT get a 90% negative response rate on Trust pilot

Re: Can't order broadband

gg30340 — Thu, 05 Mar 2026 10:12:59 GMT

Are you sure you are using the correct section. There is one section for "new" customers and another existing customers?

Re: Can't order broadband

iniltous — Thu, 05 Mar 2026 10:15:50 GMT

You are misinformed if you think BT are the only option on Openreach

Re: Can't order broadband

Mumbosugar — Thu, 05 Mar 2026 10:16:05 GMT

Can you link the new customers one because I've literally just gone through the homepage presented by BT itself.

Re: Can't order broadband

Mumbosugar — Thu, 05 Mar 2026 10:22:18 GMT

I'm not misinformed but its a new build property and no other providers have our postcode registered yet and have no idea on timelines.

I may have to go down the dongle route

Re: Can't order broadband

licquorice — Thu, 05 Mar 2026 11:00:27 GMT

Just click on 'Broadband' on the BT homepage and a drop-down offers options for new and existing customers.

Re: Can't order broadband

imjolly — Thu, 05 Mar 2026 11:06:52 GMT

@Mumbosugar

just go from here

https://www.bt.com/help/contact-bt/orders-and-upgrades

Re: Can't order broadband

Mumbosugar — Thu, 05 Mar 2026 11:29:20 GMT

I've figured it out. It's to do with the address.

We have an Open reach socket/line installed ? (Incorrect terms I think). Address is selectable on the menu but I then get stuck in the loop. I tried with my parents address and the order went further .

Incredibly frustrating

Re: Can't order broadband

iniltous — Thu, 05 Mar 2026 12:25:00 GMT

Just to be clear , BT can’t have exclusivity on Openreach , it’s not allowed , so where did you get that impression ? , and who apart from BT (and include EE and Plusnet ) have you even tried ? ,

if Openreach did some sort of deal with BT Group to only have BT companies available by design , it clearly disadvantaging others (like Sky , Vodafone etc ) and the regulator woukd be all over it , they aren’t because it’s not happening.

Re: Can't order broadband

Mumbosugar — Thu, 05 Mar 2026 13:18:09 GMT

BT are the only provider that are showing our address in their Search function. I'm well aware there isn't a monopoly

Re: Can't order broadband

Mumbosugar — Thu, 05 Mar 2026 13:20:09 GMT

@imjolly @licquorice thank you both. I had also tried those paths and the same thing . It's due to the fact BT weren't showing an error that they can't supply our address (doesn't seem like anyone can at the moment).

Re: Can't order broadband

imjolly — Thu, 05 Mar 2026 13:45:21 GMT

is you address correct (exactly) on the royal mail database?

Re: Can't order broadband

Mumbosugar — Thu, 05 Mar 2026 13:52:24 GMT

Yes. I contacted the council who in turn updated Royal Mail and I can find it on their PAF database. I think I need to get the address set to Gold through Openreach first and possibly check with Ordnance Survey to see if they have it registered too.

I know YouFibre use a different network (Netomia?) but they haven't updated their address list yet either.

Might take a little while to do.