I can't order Broadband and no one is able to help me

[ildr]

I've recently moved into a newly built flat. The flat has an Openreach ONT box in it. It is completely fastened to the wall and switched on and active.

My address is on the Royal Mail database but not on the BT website.

I have contacted the BT sales team directly and they told me they cannot order anything for me because my address is listed as a silver address and not a gold address. I asked them how to register my address as gold and they told me this would be done through Royal Mail but Royal Mail have told me they have nothing to do with that.

I have been in contact with Openreach also and they told me that BT just need to order something through their silver address process but they've told me that they won't do that.

I'm running around in circles here and getting extremely frustrated because I need a stable Wi-Fi connection for my job. I don't even need a full fibre connection, part fibre would do.

Can someone please give me an actual answer?

[licquorice]

Call BT again and quote the ONT serial number. 

[ildr]

Unfortunately I can't because the box is securely fastened to the wall and the serial number is not visible from the front. 

[licquorice]

Have you looked at the underside of the ONT? The serial number should be visible without needing to remove it from the wall.

[WSH]

Some of the early model ONTs were mounted in an outer casing, like these:

https://www.bt.com/help/broadband/learn-about-broadband/whats-an-openreach-modem-ont

If it is one of those, it should be just a matter of opening the case, so you can see the serial number.

If it is a more up to date Adtran, like mine, it is just hooked onto the screws in the wall.  It should be possible to ease it up 1/4 inch and off the screws to see the back.  Of course, you will need to be very careful with the fibre cable while doing that.

[garybs29]

If it's a new build the developer probably hasn't had it signed off correctly either so they may ned to be chased on this too

[iniltous]

https://www.openreach.com/content/dam/openreach/openreach-dam-files/images/fibre-broadband/fibre-for...

New builds usually have the ONT fitted inside a case fitted on an electrical patress box, vertically on a single patress box or horizontal on a double box , assuming this is the case have  you looked inside the box,  the serial number is normally on outside of the ONT on a printed label as well as the rear on the manufacturer label ….the ONT can be removed from the case if necessary.

Its sometimes possible to use the serial number if the ISP is willing to use that to locate the address the serial number is recorded at , but probably more importantly is why the flat doesn’t appear on the ISP address database , do the other flats in this  development show up here 

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