If the CSP ( grey block on external wall ) and ONT exist , presumably those items were installed as ‘newsites’ , so a ‘brand new’ property, ( presumably you are the first occupant ) as if it were not ‘new build’ and ‘retro build’ someone must have successfully ordered service for the CSP/ONT to physically exist, so is it effectively a brand new property ?
When ‘new builds’ are provided with Openreach FTTP , it’s in advance of any customer ordering service, the builder at this point refers to the property by the plot number ( and Openreach install the CSP/ONT using the plot number ) as this is normally quite near occupation ( or at least the owner getting the keys ) the postal address will be known , it’s just less important than the plot number ( as far as OR are concerned ) .
If the developer makes a mistakes registering the address with the relevant authority including the Royal Mail or changes the relationship between the plot and house number after OR have entered their own data , then this type of discrepancy can affect the ordering process .
What does the Royal Mail show for your postal address and are there any differences to what is shown here
https://www.broadbandchecker.btwholesale.com/#/ADSL/AddressHome
Usually , if the PON light on the ONT is steady green , the ‘plot’ was successfully authenticated, and the ONT serial number is ‘recorded’ within Openreach systems ( irrespective of any address inconsistencies ) , often using the ONT serial number can help the ISP locate the ‘service’ , you could try making a note of the serial number ( normally on a sticker on the ONT , but also on the rear of the ONT ) and ask the ISP to use that to locate your address in the OR system.
