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Beginner
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Message 1 of 8

Address Not Recognised But Other Neighbours Have Fibre

Hi,

The BT database doesn't recognise my apartment address so apparently I can't get fibre.

A neighbour in the same apartment block has the service and if I look at the wiring / sockets I have BT Openreach.

Can someone from BT please help me resolve this issue so I can buy your service?

Thanks in advance

James
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7 REPLIES 7
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Distinguished Sage
Distinguished Sage
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Message 2 of 8

Re: Address Not Recognised But Other Neighbours Have Fibre

Do you currently have a phone connection?  You will need an active phone line before you can get fibre connection



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Beginner
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Message 3 of 8

Re: Address Not Recognised But Other Neighbours Have Fibre

Indeed you do, that's sadly not the problem through. BT sales people can hook up a phone line but not the fibre.
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Beginner
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Message 4 of 8

Re: Address Not Recognised But Other Neighbours Have Fibre

*though
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Distinguished Sage
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Message 5 of 8

Re: Address Not Recognised But Other Neighbours Have Fibre

Once the line is activated the various databases will update within a week or so, allowing Infinity to be ordered
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Beginner
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Message 6 of 8

Re: Address Not Recognised But Other Neighbours Have Fibre

There has already been a previous tenant in the apartment with an operational phone line so that still doesn't explain why the address isn't in the system and why Fibre can't be offered.
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Beginner
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Message 7 of 8

Re: Address Not Recognised But Other Neighbours Have Fibre

It seems strange that if I order normal broadband and a phone line BT are also asking for an engineer call out to install a line / connect it all up. As mentioned above, the previous tenant already had everything installed and working which would indicate there is an issue with the BT database records. Anyone from BT? Any ideas?
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Distinguished Sage
Distinguished Sage
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Message 8 of 8

Re: Address Not Recognised But Other Neighbours Have Fibre

it would be a problem with openreach database not BT

 

getting a phone line installed then you can order broadband once active and database updated



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