Trying to change a house address

[KMc0]

After over 10 years with BT I discovered that my house address and billing address are different. When items are delivered to me they go to a derelict building next door and it is only because the postman knows me they are redirected. BT say the addresses are the same at their end which is wrong as the incorrect address  shows up on the bill summary. A user can change a billing address but not the home address. I have spent hours on the phone and chat links trying to resolve it. The latest response was it’s a Portal problem and therefore when I place an order I need to phone the sales team and they will make a note ???? Surely a multi billion pound company can change a customers address? I wrote a letter of complaint which was promptly closed down by customer services who advised I phone sales. I suggest customers don’t waste time or a stamp writing in. I do not expect anything to come from this just wanted to express my view of customer service or lack of it.

[imjolly]

have you tried the billing team using the 'message us' link

https://www.bt.com/help/contact-bt/account-and-billing/broadband

[KMc0]

Thanks for the quick response. Yes I have (twice) they say when they look at the house address it’s changed at their end. I invited them to look at the pdfs and labels they send to me which has the wrong address as does the billing summary screen. 

[iniltous]

What items do BT send you that are directed to a derelict building next door ?  ( and it’s only the good sense of the post office employee ensures you get the item )   in other words what does BT send you regularly that makes this an issue , or is it a general issue affecting deliveries from many organisations ? 

Unless you get your BT bill through the post ( most BT bills are on line , not that many will pay the premium to have a paper copy sent in the post  ) it can’t really be much of an issue , and  a little irrelevant if you only get an online bill ….FWIW ,  having  a different billing address to the installation address isn’t that unusual, if a parent ( for example ) paid for a child’s broadband while at university ( as an example ) the billing address as the parents home and the installation address somewhere else is understandable.

If the installation address is the problem ( so your service is recorded as being at the derelict building rather than the one you live in ) then obviously that inconsistency must have been ignored at the time , 10 years ago when service was installed, in other words someone must have directed the installer to ignore the address on the order documents and install in your property ( rather than next door ) .

You can request an ORDI from your provider (  BT presumably , as you are posting here  ) , that’s an Openreach data integrity check , and it aligns the installation address that Openreach hold , with the Royal Mail entry , but all that achieves is should you report a fault , or attempt to switch providers using Openreach, there won’t be any confusion about the address , obviously if ( for example ) Amazon parcels go to the derelict address , ORDI can’t change that .