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James_edge
Beginner

‎25-01-2026 14h40 - edited ‎25-01-2026 15h02

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Message 1 of 3

Unable to upgrade because address wrong on the account?

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Hi, hoping somebody could confirm if I'm understanding my issue correctly before I call BT about it.

I've been a BT customer since the Telecom days, always lived at the same address and had BT broadband for well over a decade.  Currently on an 80/20 connection and every time I go to renew/upgrade that's what I'm offered so I figured it was all that was available however I found out this month that some of my neighbours are on full fibre and have been for a while.

If I go to the BT site and put my post code and select my house it offers me 900Mb full fibre, if I go to the EE website and put my post code and select my house it offers me 1600Mb full fibre, but if I try and upgrade via the BT site it only offers 74Mb with half my current speed guarantee and says FF is not available yet.

I *think* this is due to a glitch on BT's system that appears to have changed my house name, if I go to the BT/EE sites and put in my postcode and the name that now shows on the account then they too only offer 74Mb.

Before I attempt to explain all of this over the phone to a BT operative I was just hoping somebody could sanity check it for me? Does this sound like I've uncovered the issue? Thanks.

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licquorice
Distinguished Sage
Distinguished Sage

on ‎25-01-2026 15h01

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Message 2 of 3

Re: Unable to upgrade because address wrong on the account?

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It would appear so, yes.

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iniltous
Distinguished Guru

‎25-01-2026 15h06 - edited ‎25-01-2026 15h10

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Message 3 of 3

Re: Unable to upgrade because address wrong on the account?

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You probably have identified the issue , if you go to the Royal Mail postcode site , is your address listed exactly as you know it ( not just something similar, but exactly the same ) ?
Often  the way to get this sorted is to request your provider (BT in your case ) to gather an ORDI raised (Openreach data integrity) check , that compares the OR records to the RM record , if they don’t already match , OR correct their entry , addresses that don’t have a standard format, so house names , and ‘unusual’ additions ( like 1a , between number 1 and number 2 , if incorrectly recorded initially can cause issues when address matching is needed .

Unfortunately getting an ORDI arranged may be easier said than done.

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