Openreach do not have my address

[Pebblecottage]

Please can someone help my address is on post code finder but not on Open reach and I have had 3 orders cancelled because they say they do not have the address correct. Please how do I get Openreach to update there records as post office say its not them that do this. I really need Broadband as I work from home. I noticed others have had the same issue and you resolved it for them please can some one help me

[imjolly]

did you place an order with BT Retail for broadband or with another ISP?  if another ISP then you need that ISP to raise and ORDI with openreach to update their database

do you have an existing phone connection?

[Keith_Beddoe]

@Pebblecottage 

Welcome to this user forum for BT Retail phone and broadband customers.

If you have placed your order with The Post Office, then its up to them to contact Openreach to get your address details updated.

That is what would happen with customer's who place their order with BT Retail.

Its sounds like the Post Office are not interested in your order.

[Pebblecottage]

Hi 

i moved in the property on the 3rd Jan and have been trying to get BT since then but openreach keep cancelling my order they even turned up today and said cannot do it. I placed the order with BT for home broadband not sure what you mean by ISP?

the lady who lived here previously had a phone line only.

[Pebblecottage]

I placed an order with BT i have rang the post office and as they say the address is on there system it is not there place to contact openreach to update their records

[Keith_Beddoe]

@Pebblecottage 

Sorry, I though you had placed your order with the Post Office, as they also provide a broadband service.

As you have tried to place an order with BT Retail, then there will be order numbers showing on the system. In that case, its BT Retail that need to raise an ORDI with Openreach.

Have you spoken to the BT helpdesk on 0330 1234 150?

They should be able to do that for you. If they cannot or do not know what to do, then one of the forum moderators can be asked to assist.

Please try the helpdesk first, and post back here with the result.

[Keith_Beddoe]

@Pebblecottage 

Please do not post on other forum threads, Thanks.

[Pebblecottage]

believe me i have called BT many many times even this morning and i have andnot been offered for them to help sort the issue out with openreach. As of this morning i now have another order in place but i'm worried its going to get cancelled again. 

'its BT Retail that need to raise an ORDI with Openreach' they just take my order and thats it. 

Can a moderator help please i cannot face calling again and being told its sorted and its not

[Pebblecottage]

oh sorry i'm just trying to resolve my issue

[Keith_Beddoe]

@Pebblecottage 

I have asked a moderator to assist, they should post here.