Copper to fibre - not so simple

[Frustrated_by_BeeTee]

Openreach recently installed fibre in our area, Openreach themselves emailed me on 8 July to say it's installed and to contact my provider.  So I went to MyBT, and the only 'offers' available were all for our copper connection.  So after an hour on BT chat, I was told I needed to speak to someone else....

...so I was told that for some reason my property wasn't showing as available, even though I have a pole outside the house with new fibre boxes just waiting to be connected the 15 feet into my house, and that it must be an Openreach issue.  A complaint was raised on the BT system...and of course that auto-closes after 7 days and nothing has been resolved.

I approach a new provider, frustrated with the way BT had handled me, and got all the way through the switching process to point of booking an engineer to be told my property wasn't connected to fibre.

So I used the Openreach 'when will I get fibre?' webform, and for two goes already they've told me I'm ready to be connected.  I ALREADY KNOW THIS!  My house shows on Openreach and BT Broadband checkers for fibre connection, but something/somewhere in the service provider to Openreach 'handshake' system says I'm not.  I'm at my wit's end, and seemingly destined to be the last person in the UK on copper.

Any ideas folks?

[imjolly]

Can you enter your address and post results including the notes 

https://www.broadbandchecker.btwholesale.com/#/ADSL/AddressHome

[Frustrated_by_BeeTee]

Sure

[Frustrated_by_BeeTee]

The screenshot is for my house...however I see on the same site that my property is also listed with its incorrect name; this is something specific to BT only and I thought had been resolved some time back.  When we first moved here 11 years, only BT referred to it as 'xxx Cottage' when its long-standing Post Office/council name is 'xxx yyy Cottage'.

When you put the incorrect name into the site this comes back...

[imjolly]

try contacting billing team and see if they can correct your address - what address do BT use to send your bills?

use message now  https://www.bt.com/help/contact-bt/account-and-billing/broadband

[Anonymous]

@Frustrated_by_BeeTee 

Although that's the BT Wholesale checker, it's working from the Openreach database. To get this fixed properly you need the old record removing. This needs BT Retail to raise an ORDI request (OpenReach Data Integrity) with Openreach. Your challenge is to find someone at BT who knows what an ORDI is.

The messy way to do it if you're out of contract is to just place a new order against the "wrong" address.

[Frustrated_by_BeeTee]

I did that in Feb 2024, and correct address is on the bills but clearly not in the technical system

[Frustrated_by_BeeTee · Accepted solution]

HOORAY! Yep, went through 150 technical side who passed me to Doncaster who passed me to Data Integrity team in Warrington; they are doing an ORDI to merge wrong and correct addresses (and conscious of not losing copper services without fibre switchover linked). Thanks

[Anonymous]

🤞

[iniltous]

With situations like this it’s invariably an addressing problem , it’s not usually a problem with standard addresses in the ‘normal’ format  ( No1 Coronation Street , Wetherfield , that type of thing ) but house names ,Rose Cottage , River View or non standard addresses like flats/apartments with differing prefixes or suffixes (flat 1A , basement flat , top floor flat ) , but it seems you are on track to get the OR information aligned to the Royal Mail entry , which is what an ORDI accomplishes.