Silver / Gold address issue

[Pippykimmy]

Hello 

please can you help me with my silver key issue?

i have been told by Vodafone that my line is a silver key line and needs to be upgraded to a gold one in order to get fibre internet, and that I need to phone bt to get this issue resolved.

i phoned bt whom informed me that I can get full super fast broadband with them no issues and that they were unable to help me with my silver key issue as I would need to speak to open reach. I phoned openreach on the number supplied by bt and I was told that they only speak to business never individual customers and that I needed to talk to my current provider talk talk as they are the only ones who can help me. So on speaking to talk talk I was advised that they are unable to fix this and suggested that bt directed me to them so that I would see that they could not help me and I would switch to bt fibre instead. They assured me that only bt can resolve the silver key issue. So here I am ...... please help! My address is correct with Royal Mail and with bt funnily enough? 

[JohnC2]

Hi @Pippykimmy  welcome to the forum and thanks for posting about your Nad key.

You need to speak with your current provider for the telephone line. Only they can deal with your request. If the records are not correct they will raise an Ordi request to Openreach to get the records corrected.

Hope this helps you get this sorted.

cheers
John

[Pippykimmy]

hi thank you for the reply 

I have spoken to my current provider talk talk who who's exact words were, "we are sorry but bt have misinformed you, we are unable to fix this for you only bt can as we rent the line from them, you have been directed back to us so that you see we are unable to help you so you then go back to bt and order fibre through them" these are the exact words from talk talk, I have phoned bt, openreach, talk talk and even vodaphone whom also said that bt are the only people that can fix it! Please can you help?

[imjolly]

as already answered by forum mod it is up to your current ISP to contact openreach and get this sorted for you  they are just palming you off with contact BT  this has nothing to do with BT Retail but it needs your ISP to contact openreach to sort out your prblem

[Keith_Beddoe]

TalkTalk are the only people who can contact Openreach to get the database updated. They have full access to Openreach, just like any other provider.

It has nothing at all to do with BT Retail who operate this forum, as you are not a BT Retail customer.

[JohnC2 · Accepted solution]

Hi @Pippykimmy  it's not that I am not willing to help you. Only the existing provider of the line can raise the request and they should be fully aware of this.

I have checked the Talk Talk forum and they are aware of the process so you may have better luck there rather than calling them.

cheers
John

[Pippykimmy]

Is. MThank you for your help, I really have been around the houses this morning and I must stress I have quoted talk talks response to my query not my personal views! It's all rather frustrating but thank you for the forum recommendation I will try there. 

[JohnC2]

Hi @Pippykimmy  It seems a few providers are still referring to BT when they should be saying Openreach. Thanks and good luck and I'm sure you will get this resolved in their forum.

cheers
John