Openreach Information

[Helen17]

Hello,

I am now out of contract for Broadband with BT so I thought I would do the right thing and have a look on the comparison sites at what is currently available.

When I put my address details in, I get a message that I cant get broadband! I obviously can, as I am getting it now from BT. If I put in the address details for my neighbours either side there doesn't appear to be any problem with providers offering them with broadband.

Looking through the forum, I am wondering if there is a problem with the information that Openreach has for my property.  I cant find any way to contact Openreach, so I hope that someone here (the BT Mod assistance team?) might be able to look into this for me.

Thank you

[Keith_Beddoe]

@Helen17 

Use the address checker on the page below, and post the results, but edit out your address details first, but leave the exchange name and cabinet number showing.

https://www.broadbandchecker.btwholesale.com/#/ADSL

Please include all notes at the bottom of the page.

[Helen17]

When I use the address checker I get the following message:

'We cannot determine broadband availability at this location. This may be a new address to which connectivity is not yet complete."

If I use the checker by using my landline telephone number I get the following screen:

[Keith_Beddoe]

@Helen17 

That confirms that the Openreach records are correct, and you have a connection speed of 27.23Mbs download and 2.93Mbs upload.

There is no reason why another provider, who uses the Openreach network, cannot provide the same speed.

If you are out of contract with BT, then its a good time to negotiate a good deal.

[Helen17]

The issue is that when I investigate getting a broadband service for example on a comparison site, providers check on what they can offer using my address, which then tells them that they cannot provide a broadband service to that address.

I think that there may be an error on the Openreach database and my broadband service is not linked to the correct address.

Is this something that you could check if I gave you my details?

[imjolly]

Try using your address in the dslchecker instead of phone number but as @Keith_Beddoe  posted your phone number is. Correct on openreach database

This is a. customer forum and your post does not go to BT

[Helen17]

I have already tried putting my address in the checker. As I said above I get the message :

'We cannot determine broadband availability at this location. This may be a new address to which connectivity is not yet complete."

I have had a broadband service at this address for at least 10 years.

Do you know any way that I can contact Openreach to get my address correctly linked to my broadband service? Or is there a specific BT team that I need to contact to try to help?

Thanks

[Keith_Beddoe]

The phone number is the most accurate as it indicates that the database is correct.

The issue is with your choice of new provider. Perhaps they do not use the Openreach network, and only install their own fibre network.

They also may not want to use Openreach copper, owing to the poor speed at your location.

There is an advantage installing their own fibre, as it gives them a foot in the door, so to speak.

[iniltous]

When you use the address checker and enter your postcode , do the other addresses in your postcode appear just not your individual address , is there anything unusual about your address , like known as by a house name instead of a number ……have you checked the Royal Mail postcode checker for your address , and if it’s there , is it displayed exactly how you would expect it to be .

You can ask for an ORDI ( Openreach data integrity ) which compares the address  OR hold against the RM record and if any discrepancies exist, change the OR record to match the RM one .

[Helen17]

Thank you. That sounds like a plan. I will ask BT for an Openreach Data Integrity check and try to get the correct service attached to my address.