BT Address not registered

[JohnB89]

Hi,

we have moved into a new build property 3 weeks ago and ordered broadband via a provider. The order was first delayed multiple times and then cancelled as our address was not showing up on the database. Openreach / BT connected the property and we have a BT master box in the house however we are still not able to order a service as the system is not getting updated? Our address is registered with Royal mail for at least 3 weeks so not sure where the problem is or who we can contact to get the issue resolved. We are both key workers and rely on internet to work from home. It is extremely frustrating and we appreciate any help or direction. 

[Keith_Beddoe]

@JohnB89 

Its the Openreach database that would be incorrect.

Which provider have you placed your order with?

This forum can only help if you have placed, or going to place, an order with BT Retail.

[JohnB89]

Hi,

we did try Sky and BT and both can’t find the address. Not sure how we can get the address corrected on their system. 

[Keith_Beddoe]

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@JohnB89 wrote:

Hi,

we did try Sky and BT and both can’t find the address. Not sure how we can get the address corrected on their system. 

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@JohnB89 

Are you willing to try BT again, as help is available via this forum, and I can tell you what process you need to follow to place the order and get the Openreach database updated at the same time?

[JohnB89]

We are happy to use BT but were told nothing can be done until the system is updated by Openreach as the order can’t be placed before.

[Keith_Beddoe]

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@JohnB89 wrote:

We are happy to use BT but were told nothing can be done until the system is updated by Openreach as the order can’t be placed before.

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Yes it can.

Place an order 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 has been established, then your phone line can be provided and that will update the Openreach database within seven days.

You will then be able to see what broadband options are available to you, and then order it. The price will include the cost of the phone line, so you will not pay any more.

With a new build, a phone line has to be ordered first, to create the entry in the Openreach database. Its quite possible that this can be done quickly, provided the developer has liaised with Openreach during the construction, so all of the ducts and cabling will be in place.

Follow the process I have described, and if you have any problems, please update this thread.

[JohnB89]

Thanks for your help! I will try this!