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Message 1 of 3

Address not listed on the database - so I can't become a BT Fibre customer (PO listed)

I am trying to change from Virgin to BT Fibre Broadband but the address of my particular flat isn't listed. Flat A and Flat C are listed but not Flat B. 

This is an old property and we have been listed before but possibly when a new flat was made downstairs the addresses were muddled. I registered the issue with the Post Office who directed me to my local council and it is now listed correctly on the Post Office address finder but still not on the database used by BT (and Sky for that matter)

The flats downstairs have BT Fibre so I know it is possible.

Please can you advise on how to resolve this?

Thank you

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2 REPLIES 2
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Message 2 of 3

Re: Address not listed on the database - so I can't become a BT Fibre customer (PO listed)

You'd need to order the line first, then add the broadband later once the phone line is active.

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Message 3 of 3

Re: Address not listed on the database - so I can't become a BT Fibre customer (PO listed)

@ela2 

You would need to follow the process for ordering a new phone line first. Once that has been provided, then the Openreach database will be updated and you will be able to see what broadband options are available to you.

Place an order for a line only using this link - https://www.bt.com/landline/deals

If the address doesn't appear properly when you enter the postcode, there is a section underneath where you can manually enter the address.  This will raise the order with the address showing as bronze and it will prompt Openreach to carry out a survey to confirm the routing.   Once the routing is updated the order will then progress as normal.  You can then add broadband once you have the line up and running.

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