Openreach has a wrong address and we are unable to change it

[AMakarova]

Hello!

We have issues with our (new) internet connection and need to have an engineer over to sort it out. For some reason, an engineer was booked to come to a completely different random address 1.5 hours away (this has never been our address and is completely unrelated to us), so they called and informed us that they will not be able to come once we explained our actual address. We reached out to the call centre and the exact same thing happened again with a second engineer, even though we have urged the agent to leave a note about our correct address. Just to be clear, our address on the file is correct, and it is absolutely puzzling where the other one has come from, as we've never used it. We managed to call the second engineer on their direct number and he promised to speak to Opeanreach and explain the mixup, but nothing happened and we cannot reach him any anymore. We are receiving automated messages that the engineer 'is working' and 'has completed' resolving our issue (!)

I'm at a loss what to do at this point to reach someone who can sort out this situation for us and ensure Openreach have our correct address and send an engineer over. Please help!

[imjolly]

are you a BT broadband customer?

if so is your address correct on BT records?  is it the exact same address on royal mail database

[AMakarova]

No, we were trying to connect NOW, but it was an Openreach engineer that was meant to come sort out the connection.

This is the reason why we can't resolve the issue, as we can't contact Openreach directly and NOW are useless.

Today NOW tells us that there is a takeover of our account by BT and they basically closed our account without any actions on our end ¯\_(ツ)_/¯

[iniltous]

Openreach and BT are not the same thing , if Now are  your provider, it’s upto them to resolve any issues that may exist , including errors with your address , and if that requires them to contact OR that’s what they should do .

BT cannot close a Now account, that absolute nonsense , if they say that OR have been advised that BT want to take over the line from Now ( that isn’t the same as closing the now account ) you would have a letter from Now , saying sorry to see you leave , contact us if that’s a mistake ( which would be odd in itself if they have never got your line working in the first place )

[imjolly]

As you are not a BT customer you need to contact your provider and get them to raise an ORDI with openreach to correct your information on the database.  There is no connection from here to openreach anymore than there is from your own ISP

[AMakarova]

Thank you both for your responses!

@iniltous 

Unfortunately, NOW seem unable to communicate our address to OR and they have the correct one on their own file. We have tried many, many times with them and they cannot help.

Re the account takeover, you are right, we received an email “sorry to see you leave” and on the NOW file it says something about the takeover. As a resolution they offer to open another account. Agree it is all very odd.

@imjolly 

Thank you, they weren’t able tell us anythign about an option to raise an ORDI.

We  are considering switching to BT in the hopes that they are able to communicate with OR more effectively, do you think it's a fair assumption?