FTTP/openreach registration issue in new build can’t get wifi

[kieramann]

Looking to see if anyone can help as we are tiring of the ongoing problems. We initially moved in in September to our new build, couldn’t get wifi as our address wasn’t showing up on openreach. After much to and fro it worked and we ordered BT FTTP, but the box came and didn’t work. An openreach engineer came out and said a problem with the registration of the box/serial number, he rang someone from BT and read the number out and fixed it instantly.

Wifi was great for a month but our address weirdly once again wasn’t showing on openreach. Last friday, the wifi suddenly disconnected, solid orange on BT box, and address back on openreach?! We’ve just had a BT engineer who had no idea of the problem, and has said openreach will be in touch.

It seems never ending and seems no one knows the real problem or who to blame. ANY help or suggestions of what we can do would be hugely appreciated as we both WFH and once again have no wifi at all.

[DavidM]

Hi @kieramann and welcome to our community.

I'm sorry you're having problems. Can you just confirm if your address matches the Postcode Finder - Find an address | Royal Mail Group Ltd/

Cheers

David

[kieramann]

Hi David, thanks for your reply. Yes, our address is correct and matches the royal mail registered address. We are worried that the address has somehow been registered incorrectly somewhere along the way, whether by the developer as a plot number, but it seems like there is no quick fix to work the issue out.

The fact that our address disappeared from openreach website when our wifi connected, and as soon as it cut out is now back on openreach database, seems it is something linked to this maybe? We don’t know.

[DavidM]

Hi @kieramann .

This does sound odd. I think the best option would be for you to call the FTTP helpdesk on 0800 587 4787. They'll be able to look into this for you.

Cheers

David