A glitch in BT's database is blocking our new-build from getting FTTC broadband

[callmetivadar]

...or, indeed, any broadband connection at all. This is a somewhat intricate issue, so forgive the length.

The new-build has been constructed in a garden plot divided off from our older property, which we currently live in and are planning to sell. The problem arises from the fact that both our current home and the new-build have two entries on BT's connection availability database, viewable on the user's end on the dropdown menu produced by entering our postcode on BT's customer website.

When we phoned the BT helpline, the operator confirmed that each of these entries corresponds to a different NAD key, ie, each property has been allocated two keys. One key permits the house to connect via a copper landline, and the other apparently permits FTTP (a service which I am certain is not yet available locally; the one we were anticipating getting is Fibre 1, which is FTTC).

The consequence is that it's impossible to progress a broadband order with BT, because the two keys are mutually incompatible. Rather than flag the order up as requiring human intervention at a higher authorisation level than is held either by our (friendly and determined) helpline operator, or even by his supervisor, every ordering attempt is just deleted. This happens regardless of whether the order is placed via BT's website, or by customer service.

Neither we nor our helpline operator think the situation can be resolved without escalation to someone who is authorised both to identify and remove the superfluous NAD key, and make sure the remaining one gives the new-build permission to connect via Fibre 1. I'm posting here in the hope that it may be possible to get our problem flagged up as worthy of attention. We have now been waiting for BT to connect us to broadband for 5 months.

[rbz5416]

Is the error the same on RM's database? If not try this form:

https://www.openreach.com/forms/fibre-broadband-availability---customer-form

[callmetivadar]

Thanks for your fast reply.

The problem is almost certainly caused by the new-build property having two Openreach National Address Database (NAD) keys. As background, this year (the build lasted several years), Openreach installed a copper landline to the new-build, which needed an underground duct to be put in along the verge. We didn't think a new-build needed a copper landline, as they will shortly be obsolete and we expected to use a VoIP phone, but were informed by BT customer services (who have always been helpful) that this stepwas necessary, due to how Openreach's Bronze>Silver>Gold Key progression system works. There was a long wait for the work, but once it was done, we hoped a broadband connection to the DSLAM cabinet across the road would prove comparatively simple.

I still think that technically and physically, it should be. But when I put in our postcode on the Openreach fibre-checker, as the form you linked to suggested, there are indeed two identical entries for our new-build address in the dropdown, distinguishable only by clicking through to see what's notionally on offer:

Entry 1: The offerings are Standard Broadband, Superfast Broadband, and Ultrafast Full Fibre Broadband, which is currently unavailable.

Entry 2:  The only offering is Ultrafast Full Fibre Broadband, which is likewise currently unavailable.

In practice, we can order none of these services. According to our advisor at BT customer services, the end result of having these two conflicting NAD keys is that our broadband order attempts (we are attempting to get Fibre 1) will always be cancelled. Even his supervisor is unable to rectify this problem.

[tonysmini018]

BT need to do an ORDI request to get the NAD keys sorted.

Each property should have it’s own UPRN which will be used to provide the NAD key to which services can be ordered.

Have you changed the address of the 2nd property, from say Annex to 2A for example?

[callmetivadar]

> Each property should have it’s own UPRN which will be used to provide the NAD key to which services can be ordered.

Yes, each building (the old house, and the new-build) does have its own UPRN. As far as I can tell, this is not the origin of the problem, but of course I cannot be 100% certain.

Scheduling an Openreach visit to put in the copper landline put in was a fraught process, as the visit was arranged repeatedly on our behalf by BT customer services, then automatically cancelled at least three times with no explanation (not even to customer services themselves). It is possible that the duplicate NAD keys were created during this frustrating time (in support of this theory, the old house also has two NAD keys, and its address hasn't changed). After doing some research on the Openreach Address Matching Dialogue service, Temporary Address Keys can be created to allow a Communcations Provider to progress an order, and I suspect that this may be what has happened in our case.

> Have you changed the address of the 2nd property, from say Annex to 2A for example?

Not to the best of my knowledge. The new-build has both a house name, and a house number, which is 77a. These details were provided to our local council when we registered the new-build as a new address over 18 months ago, and we didn't change them. The old house also has a house name, and its number is 77.

> BT need to do an ORDI request to get the NAD keys sorted.

I'm sure you're right, but as a customer I don't think I can do a thing to expedite an ORDI request, and last time our BT customer services guy called back, he wasn't making much progress either.  Looking through archived discussions on these forums, it appears that the moderators can sometimes help with an ORDI request. If this is still possible, is this the best board to ask for assistance?

[tonysmini018]

I don’t think the moderators here can help with an ORDI request any more.

You could try BT customer services again until you can get to someone who can help, I would also fill the OR form RBZ posted, and add as much information in the enquiry box as you can. This way you can try to attack it from two sides.

[Steve_M]

I'm happy to take a look on the Address databases and let you know what I see. Can you DM me some details?