ORDI request

[Stephenmc89]

Hello,

I've tried 5 times to set up internet with 2 different providers. It has taken weeks and finally discovered it is because there is an Openreach Database Error. Our landlord found this out and on the data base it just says 'sorry this address has not been recognised'.

I have checked and can confirm that the postcode for the flat address I have been issued with was updated in September 2018 with the post office, Postcode Address File (PAF).

Can I please ask if there is anything you can do to help please? We are just getting nowhere with our provider who don't know what to do and just keep doing the same thing. The openreach private message I sent says it takes up to 7 days to reply, I can't get through to a person on the contact number and I sat for 30 minutes, multiple times on live chat but the queue has never gone down. I'm at a loose end and so far 1 month without internet! It's really frustrating!

[Keith_Beddoe]

@Stephenmc89 

If there is no existing line, then you have to choose a Service Provider first, and get a phone line installed.

Once that is working, then after about a week, the Openreach database will be updated, and you can order broadband.

This is a BT  Retail forum and can only help if you want to place an order with BT Retail, otherwise you will have to take the same approach with your chosen provider.

If you are already with a provider, then its up to them to contact Openreach to request a database update. BT Retail cannot do that. All providers have access to Openreach, but only your current provider is allowed to request changes.

If they cannot or will not do that, then I suggest you move to a different Service Provider.

[Stephenmc89]

Yes, there's a line. The tenant before us had internet and the landlord doesn't understand why this is suddenly an issue. I can give you my address to look into this further?

[Keith_Beddoe]

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@Stephenmc89 wrote:

Yes, there's a line. The tenant before us had internet and the landlord doesn't understand why this is suddenly an issue. I can give you my address to look into this further?

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This is just a customer to customer help forum, and I am just another customer, so please do not post any personal information.

If the last tenant had a phone line, then this would now have been disconnected, and you will probably find that there is no dial tone on it. The lines are owned by Openreach, and are rented out to Service Providers.

If that is the case, then you are free to choose your own provider, and start by getting a phone line installed.

If you decide to chose BT Retail, then this forum can help if you have problems placing an order for a phone line.

[Stephenmc89]

Re: ORDI request

Yes, there's a line. The tenant before us had internet and the landlord doesn't understand why this is suddenly an issue. I can give you my address to look into this further?

[Stephenmc89]

I didn't realise this was customer to customers, I thought BT staff replied to these posts. I've seen some people reply to say they can action ORDI requests. Any idea who I should ask to do that. The problem I have is that my postcode isn't recognised, if you see what I mean?

[Keith_Beddoe]

If you can confirm that there is no working line, and you want to place an order with BT Retail, then first you must try to raise an online order with BT Retail, for a phone line.

If the order fails, then please post back here, and one of the forum moderators will be able to assist in getting the database updated, and an order placed. You will then be able to see what broadband options are available.

They cannot help if you decide to choose a different provider.

[shabbashaz]

Hi, if the previous tenant had a line, it was connected under a different address. The only way around this when I worked at BT was to request an engineer install and would have to create the address, this meant the line would be installed first before adding the broadband. Ordi requests are only if the address is wrong and the address that you have is for another property 

[MrGrumpyPontefract]

I'm going to jump in here and  ask how the line can have been installed at a different address? 

Ah, but you say connected at. Just as puzzling.

[pompey1898]

I suspect the OP may have gone to another provider ?