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Anonymous
Not applicable
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Message 1 of 6

New build issues

Hi,

I am about to complete on the purchase of my new build house and am trying to move my BT Infinity 2 package to it.

When I use the postcode finder on the house move website it lists all the new homes in my postcode.
However, there are two entries for most of them - some in normal format ('1 Generic Road') and some in all capitals ('1 GENERIC ROAD').

My home is listed only in capitals and if I proceed through the site I only get offered 17MB ADSL1.

However, if I do the same on a neighbours' address (any of the new builds next door in this new post code), if I choose the capitalised address entry it offers 17MB ADSL1 but if I choose the normal address entry it offers BT Infinity 2. Sadly, my property doesn't have a normal ('1 Generic Road) entry on BT's postcode finder!!

Help!
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5 REPLIES 5
Moderator
Moderator
312 Views
Message 2 of 6

Re: New build issues

Hi @Anonymous,

I'm sorry to hear that there are issues with ordering BT Infinity 2.

We may need to contact Openreach to get your records updated.

To get in touch with us, click on my user name and then copy and paste the link under "Moderation Team Email Address" into your browser.  Complete that form and we'll get back in touch with you.

Thanks

DanielS

Community ModeratorDannyS
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Anonymous
Not applicable
308 Views
Message 3 of 6

Re: New build issues

I've completed the form: reference number: #***Edited***.

Thanks DanielS, any help you can provide will be appreciated. I'll come back here periodically to post progress.

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Moderator
Moderator
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Message 4 of 6

Re: New build issues

You are more than welcome @Anonymous.

I've removed the reference number from your post as it's unique to you.

We'll be in touch with you later today Smiley Happy

Thanks

DanielS

Community ModeratorDannyS
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Kudos”
Please avoid contacting us (moderators) via private message, for account/fault issues, unless invited to do so. The community will be able to help answer your question so we encourage you to create a new thread if you can’t find the answer from existing discussions. The moderators will be around to lend a hand should the community not have the answers. Thank You
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Anonymous
Not applicable
290 Views
Message 5 of 6

Re: New build issues

Thanks - will that be by phone?
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Moderator
Moderator
286 Views
Message 6 of 6

Re: New build issues

It usually takes Openreach a few days to get back to us after we've contacted them.

If you preferred we updated you here we can do that either.

Thanks

DanielS

Community ModeratorDannyS
Did you get the help you needed?
Help others by clicking on ‘Mark as accepted solution’
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Please avoid contacting us (moderators) via private message, for account/fault issues, unless invited to do so. The community will be able to help answer your question so we encourage you to create a new thread if you can’t find the answer from existing discussions. The moderators will be around to lend a hand should the community not have the answers. Thank You
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