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jc55
Beginner
829 Views
Message 1 of 10

BT Database doe not match information held by Openreach

We have been trying to get this sorted out for 4 weeks !!!  We move into a new house tomorrow and are trying to place an order for Infinity2 (which is available from the cabinet which our house is connected to).    The problem is that as this was  the showhouse for the builders the garage was originally the sales office.  The telephone used by the sales office in the garage was connected to another cabinet (which is quite some distance away and cannot provide fibre).    The BT database still picks up the reference to this old line and will not let us place an order.   Several calls to BT customer service have not helped at all.   Anyone have any suggestions?

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9 REPLIES 9
Webby
Distinguished Sage
827 Views
Message 2 of 10

Re: BT Database doe not match information held by Openreach

You will need to order a phone line first.

Once it's activated the various databases will update, usually within a week.
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jc55
Beginner
820 Views
Message 3 of 10

Re: BT Database doe not match information held by Openreach

Thx for the reply - but how can I order a phone line when  BT say that a phone line already exists?

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Webby
Distinguished Sage
802 Views
Message 4 of 10

Re: BT Database doe not match information held by Openreach

If this is the show how, I don't think Openreach will have ran a seperate cable from a different cabinet.

You're likely to get service from the existing line, despite that being from a further away cabinet.
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jc55
Beginner
793 Views
Message 5 of 10

Re: BT Database doe not match information held by Openreach

Openreach engineer ran a new cable from our liounge to the cabinet at the end of the street.  Problem is that BT systems do not have this information so we cannot place an order for Infinity 2.  Over a month and we are going round and round in circles.

 

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Webby
Distinguished Sage
783 Views
Message 6 of 10

Re: BT Database doe not match information held by Openreach

I suggest contacting Openreach via their website.

They should be able to upgate their records.
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jc55
Beginner
779 Views
Message 7 of 10

Re: BT Database doe not match information held by Openreach

Their records are correct it is bt which is wrong
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Webby
Distinguished Sage
768 Views
Message 8 of 10

Re: BT Database doe not match information held by Openreach

BT, and all other ISP's get their data from Openreach databases.
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jc55
Beginner
717 Views
Message 9 of 10

Re: BT Database doe not match information held by Openreach

No idea why this should be happening then. Openreach shows we are connected to cabinet 8 at Motherwell which is fibre enabled yet bt say we are connected to 33 which is too far away for fibre. 33 is the line in the garage which is no longer in use
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Webby
Distinguished Sage
709 Views
Message 10 of 10

Re: BT Database doe not match information held by Openreach

What does https://www.dslchecker.bt.com show using the address checker? Are there multiple entries for the address?

On my estate. The old show home has it's own entry as "Bellway sales office" as well as an entry for number 12 which the property now is, as someone lives in it.

Is the phone line connected and working?
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