This topic

Need help with an ORDI request - Address on Royal Mail but missing from Openreach database

lostinadream — Tue, 04 Aug 2026 22:48:47 GMT

Need help with an ORDI request - Address on Royal Mail but missing from Openreach database - spent upwards of 10 hours on the phones with ISPs who all say go to another ISP or send me back to openreach. Openreach wants the ISPs to solve it. This has been going round in circles for months and no one will help me! I am in the flat directly above the one in question and we got set up the day we moved in, so I cannot fathom a reason why it would not be possible to have Internet below other than for an administration error. The poor lady who lives there cannot waste any more of her time making calls!

Re: Need help with an ORDI request - Address on Royal Mail but missing from Openreach database

FLC — Wed, 05 Aug 2026 04:55:30 GMT

Try completing this form, providing all relevant information about the flat. Such as is it a new build, a conversion of a previous property, any other names/numbers the flat has been known by.

https://www.openreach.com/forms/fibre-broadband-availability---customer-form

Also check here with the postcode & search the drop down box for any similar or previous entries for the flat. Examples are it's now Flat 1 but is listed as Flat A. Or if a conversions, the previous main building is still listed.

https://www.broadbandchecker.btwholesale.com/#/ADSL/AddressHome

Re: Need help with an ORDI request - Address on Royal Mail but missing from Openreach database

lostinadream — Wed, 05 Aug 2026 07:49:30 GMT

Hi thanks for the suggestion but done both of those already.
filling out the form got us absolutely nowhere.
Address appears on Royal Mail search but not the broadband checker. There are duplicate addresses for all the other flats on the broadband checker though.

Re: Need help with an ORDI request - Address on Royal Mail but missing from Openreach database

imjolly — Wed, 05 Aug 2026 07:59:13 GMT

You need to place and order with your selected ISP and it is up to that ISP to raise the ORDI with openreach

There is no connection from this community forum to openreach

Re: Need help with an ORDI request - Address on Royal Mail but missing from Openreach database

lostinadream — Wed, 05 Aug 2026 09:39:16 GMT

No provider will place an order - they just say the address doesn't exist and go back to openreach.....

Re: Need help with an ORDI request - Address on Royal Mail but missing from Openreach database

licquorice — Wed, 05 Aug 2026 09:54:47 GMT

Unless you intend to use BT as your provider, this is not the appropriate forum.

Re: Need help with an ORDI request - Address on Royal Mail but missing from Openreach database

WSH — Wed, 05 Aug 2026 09:59:49 GMT

Just a thought...is it a fairly recent development? If so, it may be the developers messed up registering it and so it might be worth speaking to them.

Re: Need help with an ORDI request - Address on Royal Mail but missing from Openreach database

FLC — Wed, 05 Aug 2026 10:10:19 GMT

The advice to place an order through an ISP in order for an ORDI to be raised is correct. Sadly, presumably due to poor staff training, it's hard to find a CS rep who has any idea what an ORDI is. Your only two realistic options:

Keep calling, making the ORDI request the opening gambit. If the rep doesn't know what's required, hang up & try again. Law of averages suggests that eventually you should strike lucky. It might be a case of choosing one of the more expensive ISPs that have a decent reputation for CS, like Zen. You'll pay more initially but could be worthwhile to resolve. You can always switch to a cheaper provider after the initial contract.
Persevere with resubmitting the Openreach form. Again hoping that eventually it's picked up by someone knowledgable who actually wants to help.

If she does want to use BT then there's an outside chance a forum moderator could pick this up & try to get her through to someone with the appropriate training. But the Mods don't necessarily read all posts, so you're probably at the mercy of a Community Leader referring the thread.

Re: Need help with an ORDI request - Address on Royal Mail but missing from Openreach database

lostinadream — Wed, 05 Aug 2026 10:13:35 GMT

it is, but her address has been registered with Royal. I've also already been on to the council street and numbering team for help......

Re: Need help with an ORDI request - Address on Royal Mail but missing from Openreach database

lostinadream — Wed, 05 Aug 2026 10:14:35 GMT

Thanks - I guess there are hours of phone calls in my future again.

This is what I have already been doing. Gone through about 7 people already.....

Re: Need help with an ORDI request - Address on Royal Mail but missing from Openreach database

FLC — Wed, 05 Aug 2026 10:17:44 GMT

@lostinadreamwrote:
This is what I have already been doing. Gone through about 7 people already.....

Sadly modern CS seems to revolve around "How quickly can I terminate this enquiry/call" rather than "How can I help the customer?"...

Re: Need help with an ORDI request - Address on Royal Mail but missing from Openreach database

chrisjp — Wed, 05 Aug 2026 10:50:56 GMT

"Sadly modern CS seems to revolve around "How quickly can I terminate this enquiry/call" rather than "How can I help the customer?"..."

It does indeed, unless the CS person thinks he/she can sell you something new and get the commission!
Also, we far too often hear of BT blaming Openreach and Openreach blaming BT for every issue, with neither accepting responsibility for anything.
This is the downside of Ofcom insisting that Openreach operates completely independently of BT.

Re: Need help with an ORDI request - Address on Royal Mail but missing from Openreach database

lostinadream — Wed, 05 Aug 2026 11:12:46 GMT

seriously I can't tell you the number of times Openreach told me - it's an ISP issue, while the ISP said it's an Openreach issue....

meanwhile stuck in the middle we get no help at all!

Re: Need help with an ORDI request - Address on Royal Mail but missing from Openreach database

WSH — Wed, 05 Aug 2026 11:16:52 GMT

If you've given CS a reasonable try, in both cases, it's time to contact the complaints department.

Re: Need help with an ORDI request - Address on Royal Mail but missing from Openreach database

iniltous — Wed, 05 Aug 2026 11:32:46 GMT

Openreach is not a consumer facing organisation, their customers are Communication Providers not end users , it’s remarkable in a way they even had a dialogue with you , but them referring you to a communication provider is absolutely the appropriate response, there are a couple of situations where contacting OR directly is necessary, this isn’t one .
There are avenues available to CP’s to raise orders that don’t have ‘matched’ address , you never actually stated that BT are the preferred provider or even that they were one of the CP’s approached, perhaps you can confirm it’s BT to be used otherwise this forum is inappropriate place to try and resolve the problem if the order is to be made with someone else.