BT cannot find our address (moving house)

[Tuulilla]

Hello,

we are in desparate need for help. We have talked to the BT customer service several times to move our BT contract to our new address but they can't connect us because they can't find our address.

We have the Openreach router already installed (former tenant), fibre is here, we know the name of the former tenant, our address is both showing on the Royal Mail and Openreach database but still BT is adamant that we are non existing.

The building we are living in is  a hall/country house that has been divided into 4 dwellings. All of our neighbours are happily using their internet

What can we do? We are working from home and need a working landline and broadbrand asap;-)

Thanks community!

Best regards

Tuula

[imjolly]

is it normal broadband using the phone socket or is it FTTP?  something like this installed

[Tuulilla]

Thanks for the fast reply this is our router.