This topic

Need to raise an ORDI

DBrown1 — Tue, 06 Aug 2024 17:44:09 GMT

I've been told that my telephone line is attached to the wrong address on the Openreach database and that I need to request that it be updated before I can get full fibre broadband. Our phone line is with BT. Our address is correct on our BT bill and on the Royal Mail postcode checker. Is there a Moderator on here who can help with this?

Re: Need to raise an ORDI

JohnC2 — Tue, 06 Aug 2024 18:28:03 GMT

Hi @DBrown1, Have you called and spoken with our sales team?
As full fibre is not provided over the copper network they may not need to raise an Ordi. If it is required they'll be able to get it raised for you.

Cheers

John

Re: Need to raise an ORDI

DBrown1 — Tue, 06 Aug 2024 19:08:24 GMT

Hi John

Thanks for getting back to me. Fibre has recently been installed to outside our house and is available to all our neighbours but our number is apparently showing against a different address, so it’s coming up as unavailable here. I spoke to someone in sales who said he could sort it if we take a fibre package with BT but I don’t want to be tied to BT.

Re: Need to raise an ORDI

JohnC2 — Tue, 06 Aug 2024 19:20:24 GMT

Hi @DBrown1, does your correct postal address, as per Postcode Finder - Find an address │ Royal Mail Group Ltd show that full fibre is available to you?
If so then you can contact your chosen supplier and order full fibre with them.
Cheers

John

Re: Need to raise an ORDI

DBrown1 — Tue, 06 Aug 2024 19:27:17 GMT

Hi John, no that’s the problem, it shows as not available but I know that it is.

Re: Need to raise an ORDI

DBrown1 — Tue, 06 Aug 2024 19:29:31 GMT

It was my chosen provider that told me that I need to ask BT to have the database updated but I’m having difficulty getting that done.

Re: Need to raise an ORDI

JohnC2 — Tue, 06 Aug 2024 19:37:39 GMT

Hi @DBrown1, Are you trying to move your phone number from the copper line to the new company also rather than just a full fibre broadband connection?
As that would be the only scenario that your current address record would need amended. If it's just a broadband connection with no phone number port then they really should be able to provide service as they aren't transferring your current broadband service but providing full fibre for the first time to the property.

We'll be happy to take a a deeper look for you. I've sent you a Private Message so you can get in touch.

Cheers

John

Re: Need to raise an ORDI

JohnC2 — Tue, 20 Aug 2024 11:48:37 GMT

Hi @DBrown1, Openreach has got back to me to confirm that your address record has now been updated to match the address held with Royal Mail for your property.

Cheers

John

Re: Need to raise an ORDI

DBrown1 — Tue, 20 Aug 2024 13:30:10 GMT

Hi John, I really appreciate your help with this but unfortunately it doesn't seem to have worked. We're still showing as unable to get full fibre broadband despite neighbour on either side having it. Is there anything else you can suggest?

Re: Need to raise an ORDI

imjolly — Tue, 20 Aug 2024 14:11:09 GMT

it may take a few days before the record change feeds through to the fibre availability checker used by ISP