Openreach says no

[ReachForThe]

I have requested my BT broadband is switched to another provider.

The other provider enters my postcode and landline, no address match.  They manually enter address and submit order to Openreach. Openreach cannot do a switchover as they claim the provided address has no active line.  Only a new installation is viable.

BT Data Integrity Team discover the address and phone number to do not match.

Openreach claim to have fixed the problem, but it still remains mismatched.  I use a house phone, connect it to the socket and ring a mobile, the correct number shows up.

Until Openreach updates their records, i cannot switch to another provider, if i go for new line, my contract with BT stays, and I have 2 lines in my house.

[Keith_Beddoe]

@ReachForThe 

Are you still a BT Retail customer with a working connection?

Only your current provider can request an update (ORDI).

[ReachForThe]

Yes  for over 6 years.

[Keith_Beddoe]

BT Retail need to submit an ORDI request.

[ReachForThe]

Submitted on Monday,  openreach replied saying fixed, bt checked and it was not.

[NeilO · Accepted solution]

Hi @ReachForThe Welcome to the community and thanks for posting, I've seen Openreach ORDI requests take a couple of weeks to be updated recently.

Do you have a case handler working on this and have they gone back to Openreach to chase that up yet?

Thanks

Neil

[ReachForThe]

Yes and yes

[NeilO]

@ReachForThe Openreach will email your case handler back once they've updated the address records. I'm sorry for any inconvenience by the delay.

Thanks

Neil

[ReachForThe]

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

That's the problem, my address does not appear on that system.

[imjolly]

as an ORDI has been submitted to correct your records then as mod posted it can take a couple of weeks for openreach to make the changes and your case handler will get back to you when they hear from openreach