Full Fibre Upgrade

[jazzyadam]

I have been a BT Customer for 8 years. Going from FTTC to FTTC Gfast my current service.

BT have now got FTTP Full Fiber available in my street. My BT Account shows that Full Fiber is available as a free upgrade due to my Halo 3+ plan. Clicking on the upgrade takes me to a BT Error Page asking me to phone them. I have phoned them 3 times for 3 hours this week already.

The problem appears to be my account is to a flat named Top Floor. However OpenReach have listed the service to the building and listed my flat as "Attic Floor", likely from the council.

There appears to be no way to have this ammended on BT's side and BT's Wholesale service checker shows that FTTP is not available to "Top Floor" despite "Attic Floor" showing also and showing that FTTP is available. This is exactly the same place. My neighbour also "Top Floor" aka "Attic Floor" Flat 2 has had FTTP installed but as a new customer to BT.

BT are now saying that I need to process an address change from Royal Mail from Top Floor to Attic Floor and only then can they update the address on my account, hopefully allowing an upgrade to be processed on my account. This seems like a crazy situation that Royal Mail who have what I think is the wrong name and "Attic Floor" is actually correct are the authority on this situation. Any advice welcome?

Thanks,

[licquorice]

Openreach use the Royal Mail database, they do not have their own. The address will need to be corrected on the Royal Mail database.

[jazzyadam]

This can't be correct as only "Top Floor" is showing on Royal Mail so where have Open Reach got "Attic Floor"  from?

[licquorice]

I'm confused as to which address you consider to be 'correct', it's not clear from your original post.

If you consider the address Royal Mail use is 'correct', then an ORDI request needs to be raised with Openreach to correct the address.

If you consider the address Openreach use is 'correct', then the correction needs to be made on the Royal Mail database.

[jazzyadam]

the state of the data is as follows:

The Council: Attic Floor Flat 1

BT: Top Floor Flat 1 - current GFast Service

Open Reach: Top Floor Flat 1 no FTTP available

Open Reach: Attic Floor Flat 1 FTTP

Royal Mail: Top Floor Flat 1

But you said OpenReach get their data from Royal Mail, but Royal Mail don't have "Attic Floor"? So where did it come from?

[licquorice]

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@jazzyadam wrote:

the state of the data is as follows:

The Council: Attic Floor Flat 1

BT: Top Floor Flat 1 - current GFast Service

Open Reach: Top Floor Flat 1 no FTTP available

Open Reach: Attic Floor Flat 1 FTTP

I assume this is a typo and should be Flat 2

Royal Mail: Top Floor Flat 1

But you said OpenReach get their data from Royal Mail, but Royal Mail don't have "Attic Floor"? So where did it come from?

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I have no idea, but I'll ask if one of the mods can take a look. They will post on the thread with an invite to contact them by PM.

[jazzyadam]

no it's not a typo. Open Reach are showing both Top Floor Flat 1 and Attic Floor Flat 1.

[DanielS]

Hi @jazzyadam,

Thanks for getting in touch.

I am sorry that the addresses aren't matching the Royal Mail. As @licquorice says, we can contact Openreach to get them to update the address to the correct one as it is on the Royal Mail's address checker. It is called an ORDI request in case you hear us mentioning it. In my own personal experience, I've seen this happening a lot in Scotland or else in London so I know how to get it fixed.

I have sent you a private message with some details that I need. When you reply to that private message, please, let me know the correct address in full as it's written with the Royal Mail.

Thanks
DanielS

[jazzyadam]

I am in Scotland. At BTs request I already sent an address change to Royal Mail now. I will DM you.