EE/BT Fibre Order Can’t find Address

[Dangs]

Hi 

have been trying to order EE/BT Fibre Broadband and order has been made and had to be cancelled 3 times as property address cannot be found or address has been wrong and saying I have already a fibre connection 

I move into the property few months ago and my property number is the same number as the joining property so had to get onto my local council to get my property issued a new number which they have done and is registered and showing with royal mails system but not on openreach 

I need help 

[Michael_D]

Hi @Dangs

Welcome to the community.

I understand your frustration at the order being cancelled repeatedly.

Have you been placing the order online or have you spoken with our guides over the phone? 

Michael

[Dangs]

It has all been on the phone Michael 

[Michael_D]

What have they said to you about the address? I'm assuming it is showing the address in the BT system for them to place the order. Normally they would be able to raise an ORDI request if the address is not showing with Openreach.

Michael

[Dangs]

Michael 

when taking the order they can see the address on the Royal Mail system so they take the order and they say they will attach an email stating I’ve got no fibre on the premises but then I get an email/text confirming the order and activation date and that I don’t need an engineer visit so when I call back then to confirm I need an engineer and fibre installed they tell me that my address is not on the openreach system and then the order is cancelled and I’m told to wait and keep checking the EE/BT website to see if my address comes up never have I been told about an ORDI request

[Michael_D]

Thanks @Dangs. 

Is the address found if you enter your post code on the Openreach checker?

Michael

[Dangs]

No Michael it is not on the openreach checker I have been in contact with openreach also and they have told me that my UPRN number for my property is showing as a different house number which is the house number for the next property which is also wrong but is showing on there system as already having an active connection 

[Michael_D]

It is something that would need to be raised further with Openreach. There is a form that can be completed on the Openreach website or if you get back in touch with our guides over the phone, they have a way that they can raise it as it not worth them just placing another order when we know it will fail again. 

Michael

[Cathalmuldoon]

[Mod edit - personal details removed]

[Michael_D]

Hi @Cathalmuldoon 

Please do not post any personal details in the community. I've edited your posts to remove your details.

We're not able to look at your upgrade options here but you can view the available options in your My BT account or if you prefer, give our team a call and they can discuss the options with you.

Please see our Orders and Upgrades page for the contact details.

Michael