Wrong address for broadband upgrade

[DLivingstone]

Hi. I have an odd problem that I’ve failed completely to get BT help sorting, (not tried Ouija Board yet) so any advice on a way of establishing a sensible dialog would be appreciated.

1. My address in ‘MyBT’ for my account and on phone bills is absolutely correct.

2.We’re out of contract on copper broadband but we can get full fibre and I want to upgrade.

3. I get to the upgrade page in MyBT, tick all the boxes for the package I want and everything goes fine till I get to the checkout page, where it lists the installation address for the upgrade – as a house half a mile away with a similar name, and there’s no way of altering it.

I’ve spent three or four hours so far going round the houses with inane chatbots of every description and a couple of digital customer service assistants who couldn’t see what was causing the address problem, but made reassuring noises.

The only people I trust less than BT are Openreach, so I’m not prepared to initiate a contract that would potentially give them carte blanche to cause mayhem with not just our broadband but a neighbour’s as well.

Can anyone suggest a way of getting BT to talk to me? The alternative is to bin them and find another provider, but I’d prefer to avoid the hassle of changing email addresses unless I have to.

Many thanks

[pippincp]

Is the postcode the same for the other address the same as yours?

BT and other ISP's who resell the Openreach service all use the same database (which belongs to Openreach) so you will have the same problem with going elsewhere unless its an AltNet.

You need someone from a provider to raise an ORDI with Openreach to correct the database.

[DLivingstone]

OK thanks. I'm a bit confused as to why BT who have the correct address for my account should go to Openreach for a new and different address to upgrade it, but I'll look into chasing Openreach. Given that BT don't communicate with their customers, I am not confident that they can communicate with Openreach but we'll see what happens. Two questions
1. What's an ORDI?
2. What are BT (or whoever) asking Openreach to do? Presumably the database has both properties on it. What do they need to change?
Thanks

[DLivingstone]

Sorry - ref address, there are number of properties in this postcode with similar addresses - we're Th.......  Cottage. They are Th....... Farm Cottage.

It gets weirder.  I just checked Openreach website where you can search by postcode and property, and our address is listed, but Th.....  Farm Cottage isn't .      The other property appears as something else, so Openreach can't be to blame.

No idea where BT got the name from.   I'm having a drink and going to bed!

[Leanne_T]

Hi there @DLivingstone 

Thanks for coming to the community 🙂

If you give us a call, the team can check the upgrade information and make sure this is completed for the right address. 

Thanks. 

Leanne.

[DLivingstone]

Hi @Leanne_T 

Thanks for that.   If by "give us a call" you mean phone BT, I hate to be negative, but (like most people on this forum it appears) I've been trying to do that for three days and coming up against a brick wall.

Is there a secret number that gets you through to a real person? (preferably one who can sort the problem before starting their high pressure sales pitch).

That would be great.   Cheers

[Leanne_T · Accepted solution]

Hi there @DLivingstone 

Thanks for coming back to me. 

If you call us on 0330 1234 150 the team will be happy to help. 

Leanne.