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tachioma
Newbie
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Message 1 of 17

Re: Correcting incorrect home address in Openreach database

Hi Mods!

 

 

I was wondering if anyone could help me on this.

 

Facts I have so far : 

1 - I live on a new estate

2 - I want Infinity 2 installing. 

3 - Infinity is available in my area and at my local exchange

4 - My address isn't listed with the postcode checker 

5 - EVERY other house on my street is listed (on both sides)

6 - Every other house on my street can get maximum speed

7 - I tried using live chat and was told to call 0800 587 4787

8 - I called them and they said "your a silver property" (i think it was silver) and we cannot provide you infinity service at this time something to do with BT & openreach databases not matching up or something.

9 - As i test i tried with Sky, vodafone and talk-talk with the same result

 

Please, can someone sort this for me? Or at least point me in the right direction?

 

thanks!

 

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16 REPLIES 16
Distinguished Sage
Distinguished Sage
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Message 2 of 17

Re: Correcting incorrect home address in Openreach database

Welcome to this user forum.

 

Does the information  for your house match on the Royal Mail site?

 

Are you intending to place an order with BT Retail, or another Service Provider?

 

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tachioma
Newbie
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Message 3 of 17

Re: Correcting incorrect home address in Openreach database

Hi Keith,

 

Yep, certainly does. Yes, I was looking at ordering Infinity 2... just used the other providers as a test really.

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Distinguished Sage
Distinguished Sage
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Message 4 of 17

Re: Correcting incorrect home address in Openreach database

Do you have a working phone line at the moment?

 

If you do, then who is your provider?

 

 

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tachioma
Newbie
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Message 5 of 17

Re: Correcting incorrect home address in Openreach database

Yes, currently Virgin but want rid of them. Was going to order line and Fibre at the same time.

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Distinguished Sage
Distinguished Sage
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Message 6 of 17

Re: Correcting incorrect home address in Openreach database

Virgin have their own network, so that should not be a problem.

 

Have you tried placing an order via the BT website ordering page, if you have, did you get an error message?

 

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tachioma
Newbie
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Message 7 of 17

Re: Correcting incorrect home address in Openreach database

Yep, My address doesn't appear in the list but, if i use my postcode by itself it doesn't even list fiber packages 2017-01-25 12_13_18-Compare Cheap Broadband Deals and Packages _ BT.png

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Highlighted
Moderator
Moderator
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Message 8 of 17

Re: Correcting incorrect home address in Openreach database

Hi @tachioma,

 

If you address has never been connected to the Openreach network, it wouldn't come up on the address checker as the line isn't connected to the network and it isn't possible to tell what service are available to order.

 

The only way round this would be to order the telephone service first, once that's connected the address checker should update to reflect what service are available.

 

Thanks

 

PaddyB

 

 

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Distinguished Sage
Distinguished Sage
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Message 9 of 17

Re: Correcting incorrect home address in Openreach database

Paddy, who is a BT Employee, has given you the correct information.

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tachioma
Newbie
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Message 10 of 17

Re: Correcting incorrect home address in Openreach database

Hi Paddy,

 

 

Isn't that a bit risky *should *? In case there is some weird reason why I can't get fiber like the cab is Full or something along those lines, then i'm stuck with a useless line?

Still odd that I'm the only one on my street and I know plenty of them only have Virgin and have done since they moved in.

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