Incorrect address registered

[Cnichol21]

Good morning

I moved into my current address in December 2023. 

BT seem to have the wrong address registered for my phone line, everything sent from BT goes to a similar address in my estate. Is someone able to advise if this is something that can be rectified. I’ve had no luck speaking on live chat/ telephone. 

Thanks

[imjolly]

this is  a customer help customer forum your post does not go to BT  either phone CS 03301234150 or try  message now to Billing   https://www.bt.com/help/contact-bt/account-and-billing/broadband

[apoplectic]

The OP said "I’ve had no luck speaking on live chat/ telephone." But appears to have marked your suggestion as a solution.

Weird.

[Cnichol21]

I never marked it as a solution. It’s absolutely not a solution. 

I’m waiting on the complaints team contacting me. This has all stemmed from my router being sent to the wrong address and then the returns pack being sent to the wrong address as well. So I’ve now been charged £80 for failing to return broken equipment.  Turns out they have my address wrong and somehow no one can change it. 

[Greensg]

I also had a problem with an address on my BT account. They had two different addresses caused me lots of problems. It eventually ended up with the complaints department who eventually closed my complaint without the error being rectified and informed me if I wished I could take the matter to the ombudsman. After months of stress decided not to contact the ombudsman, I had, had enough my health was more important, and so nothing has changed still have another persons address on part of my account.  I hope you have more success than I did.

[imjolly]

@Greensg 

@Cnichol21 

I you are not making any progress with your address change then try contacting customer resolutions tram at the email in this link and they seem to be able to get things done from other forum posts

https://www.bt.com/bt-plc/assets/documents/about-bt/policy-and-regulation/our-governance-and-strateg...

[Cnichol21 · Accepted solution]

I managed to get the issue sorted by going directly to openreach via their website. The line had been registered incorrectly and they’ve been able to fix it remotely.

[Greensg]

I am pleased to hear you got your address sorted by contacting Openreach. I believe it was Openreach who caused the problem initially with my account as they kept sending me documents to sign to upgrade for full fibre.  At the time I informed them 2 or 3 times that they had the address incorrect and that I couldn’t sign/ agree to any work at the address quoted as it was not mine and each time gave them the correct address.

They eventually sent me a document with the correct address to sign but I guess they didn’t bother to amend their records.  As BT informed me they had checked with Openreach who stated the address on my account was correct, which of course it isn’t I am reluctant to try again for fear of them messing up my account completely, particularly as last time both my phone and broadband were but off.

[Greensg]

Thank you for your response, however having lost confidence in both BT and Openreach to get their records correct. I am reluctant to try to sort this error out as last time I tried they cut off both my phone and broadband.

[Chris__S]

Hi @Greensg 

I'm sorry to hear about your experience, It sounds like it's been very frustrating for you.

If you'd like to make a complaint, please visit our complaints page to learn about the various ways to submit one.

It's understandable that you'd be reluctant to try to get the issue resolved, but I'd recommend giving us a call, and a guide will do their best to get this rectified for you.

Chris S