This topic

How do I get my Service ID

StJa — Fri, 28 Feb 2025 15:22:28 GMT

Afternoon,

I don't like BT. They ended up charging my mum and dad (in their 80s) over 70 quid a month for their broadband.

When I've tried to switch to a new provider - they are deliberately obstructive. There is very very little info on how to do that and ultimately you need to make a call and wait and wait. I work in online content design (public sector) and even the pages that provide the info you require are deliberately hidden from you in the hope you'll give up.

Anyway, I decided to go with a local provider.

I did the paperwork with them - but then BT has flatly denied providing any internet at this address.

So the provider asked me to contact BT and ask for my Service ID because they were stuck otherwise.

I rang, waited half an hour, was told that BT don't have access to Service IDs (this is contrary to their online info that says you can just ring and request it).

The BT operator said I have to get it from Openreach but there is no clear way to make that happen - Openreach has no customer facing call centre etc.

I don't trust a word BT says at this point. The call centre operator was basically saying to me "I know you've every reason to distrust us and yeah we can be a bit slippery but this time I'm telling you the truth."

The last thing I want to do is stick with BT. Even less now than when I started.

So what do I do?

Re: How do I get my Service ID

imjolly — Fri, 28 Feb 2025 15:28:25 GMT

to switch provider you simply set up with the new provider with no need to contact BT. if your parents are still in fixed term contract then moving to new ISP will incur early termination charges

Re: How do I get my Service ID

StJa — Fri, 28 Feb 2025 15:30:23 GMT

It's me that's trying to change and, as I said "BT has flatly denied providing any internet at this address."

Re: How do I get my Service ID

imjolly — Fri, 28 Feb 2025 15:37:49 GMT

if you are a BT customer then go to MYBT and check the address showing on your account is correct and agrees with the royal mail database.

Are you trying to move to another ISP who also uses the openreach network?

the comment about your parents cost has nothing to do with your problem!

Re: How do I get my Service ID

StJa — Fri, 28 Feb 2025 15:42:08 GMT

To spell it out:

1. I want to move from BT broadband

2. The new provider has attempted to switch me over but BT has stated they don't supply broadband to this address

3. So provider has asked me to request my service ID from BT

4. BT saying they can't do that - only Openreach can

5. Openreach has no way of requesting this

Re: How do I get my Service ID

imjolly — Fri, 28 Feb 2025 15:48:41 GMT

have you checked your address on BT records is correct by going to MYBT - you should also get your account number.

is your new provider using the openreach network or someone else

Re: How do I get my Service ID

iniltous — Fri, 28 Feb 2025 16:22:14 GMT

If I were you I’d pick a different new provider, say (for argument sake ) you had no service from anyone , or were a customer of Virgin or an Alt Net , and you wanted service from whatever ISP you have selected to use , on Openreach network , obviously they couldn’t ‘blame’ BT , as BT wouldn’t be the existing provider .
If you want to continue to use this new provider, ask them to provide a new line , that way the existing BT service is irrelevant.

FYI , BT are not involved, your new USP if they do their job correctly simply tell VT when to stop supplying service , that’s BT , no one in BT is stopping your new ISP , they can’t do that , and as you haven’t had a ‘sorry to se you leave’ communication from BT , it’s clear that your new provider hasn’t used the OTS (one touch switching) to advise BT of you leaving to join them