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New build flat stuck as Silver address - need help ordering Home Essentials

RupertJones67 — Thu, 23 Jul 2026 13:44:13 GMT

Hello. I am trying to order the BT Home Essentials social tariff for a brand-new build flat completed in April 2026 (postcode BS13 7DW). A phone agent confirmed the address is currently stuck as a 'Silver address' with Openreach, but they did not know how to process the order. I have communication difficulties and find the phone lines very stressful. Could a moderator please contact me via private message to help me raise an ORDI database request? Thank you.

Re: New build flat stuck as Silver address - need help ordering Home Essentials

imjolly — Thu, 23 Jul 2026 14:21:42 GMT

the forum mods do not have account access and this is a customer help customer community forum your post does not go to BT

have you checked your address is exactly correct on royal mail database? have you check builders of flat registered with openreach? do you have an openreach ONT installed already?

Re: New build flat stuck as Silver address - need help ordering Home Essentials

iniltous — Thu, 23 Jul 2026 16:40:35 GMT

Is there an Openreach ONT in the flat ( a white mains powered box) ?

if there is , is the PON light lit and steady green, if that’s the case , presumably the address records haven’t worked their way through the system yet that’s why you can’t order , FWIW , looking at that postcode many of the addresses seem a little shambolic in that there is no common format to the address structure , is it’s possible the development has changed hands , or suffered other complications that changed the name of the properties, so it’s possible the final recorded addresses are now different , making the addresses unmatchable with the way the properties were originally going to be known ?

…..if there is no Openreach ONT in the flat , then the developer never approached Openreach about putting Openreach network in the development , so you would need to ask the developer what they intended as far as broadband, perhaps they had a different network provider lined up and deliberately excluded Openreach , so that other network provider is fitted and you need to use them or this other network never materialised leaving the addresses with no availability at all .