Wrong ONT

[lolthertroll]

We had fibre for the first time installed in April 2022 by Openreach with EE.

The contract was up for renewal and every time we went through the process 2 ONT numbers were flagged up for the property.

We gave EE the property ONT number in May 2024 and nothing has happened since.

I managed to get my neighbour's ONT a few days ago and EE confirmed it was assigned by to our property by Openreach when BT installed fibre in our neighbour's property.

Despite me putting EE in touch with my neighbour to confirm his ONT and it was in his property EE has pushed the onus back on us to get our neighbour to contact BT.

 It is not our fault or our neighbours, yet we are having to spend hours sorting this out.

Don't fall out with your neighbours or rely on Openreach to correctly nominate your address.

Openreach push me back to EE.

It  

[iniltous]

Anything out of the ordinary about your and your neighbours addresses, like you have the same address just different prefixes, for example , Flat A , Madeup Street , Flat B , Madeup street , or they are like the majority of addresses , No1 , Madeup Street , No2, Madeup Steeet ?

Were these newbuilds in April 20222 , when they would have been known on handover from the developer as plot numbers , rather than house numbers ? .

What precisely is the problem , presumably you are with EE , so nothing to do with BT , your neighbours, who for whatever reason seem to have your address recorded against their service, rather than their own address , shouldn’t interfere with your ability to renew or change provider.

BT never installed anything for your neighbour ( or anyone else for that matter ) ,  it is possible you mean that BT are their ISP , if that’s the case , BT presumably arranged service by using the address your neighbour supplied, if your neighbour made a mistake and used your address instead of their own , that’s not really the ISP mistake , but would explain how your address has two ‘lines’ recorded against it and your neighbour presumably has nothing shown against their own address , this is something your neighbour would need to take up with their provider.

Even if this error exists, how is it stopping you changing provider or renewal with EE ( if that’s your intention ? ) , there was a post on another forum , that person legitimately had two Openreach FTTP ‘lines’ , with two different ISP’s , they wanted to move provider but with a specific ‘line’ and were concerned that the ISP they wanted to use , presented with a choice of two ‘lines’ to takeover would chose the wrong one , it wasn’t an issue , the new ISP used the ONT serial number to select the correct ‘line’ and the appropriate service was migrated ….so with your situation, although an address error exists,  with your neighbour as it’s their records that are wrong and they need to take up with their ISP ( whoever it is ) , it shouldn’t stop you doing whatever it is you want to do.

As you are not a BT customer , this forum is not really the appropriate place, if your neighbour is using BT and they posted here , it’s possible the BT Mod could check their information .

[lolthertroll]

I am a BT and EE customer.

One property is The Rectory and the other is Rectory Cottage.

• Fibre is new to the village.
• We had our broadband installed by Openreach on behalf of EE.
• Our neighbour followed a few weeks later, ordering through BT with Openreach installing.
• They placed the order with their address, which was installed in their property.
• Something went wrong and Openreach recorded our neighbour's ONT to our property.
• We and our neighbours did not know this.

Yep EE will not let us open a new EE account despite us giving them our ONT in May,

Thank God we get on with our neighbours who have asked BT to reassign their ONT to their property and as I type this I have given up the will....... Should the consumers have to sort out Openreach, EE or BT mistakes.

[iniltous]

I’m not sure how your broadband can be BT and EE , but it’s relatively unimportant,  you don’t state which address is yours , but if an installer turns with an installation address ‘The Rectory’  , and the customer shows them into The Rectory Cottage , (or vice versa) that’s not going to register as an error to the installer , but obviously is the origin of the issue , the ‘job’ should have been rejected to be replaced with the correct address .

As far as how the error was introduced, if done online , then neither BT or EE selected the address , if ordered by calling , then it’s probably never going to be certain who selected the wrong address , short of listening to the original call or calls , I’ve no idea if the address is confirmed by the agent , by reading it back to the person ordering , although I concede it’s possible the agent presented with two address options selected the wrong one , but why would they do that , the obvious thing to do would be to ask , Rectory or Rectory Cottage. 

As stated , this error , in itself shouldn’t present an issue to you , your service presumably has your correct installation address with EE and your neighbours installation incorrectly associated with your address ( Rectory or Rectory Cottage )  , your renewal with EE  or you wishing  to move to someone else simply needs the correct service ( identified by the ONT serial ) to be selected by either EE if renewing or by your preferred ISP if moving provider, it’s not clear why the having two services recorded at your address is causing you an issue , it obviously could  cause your neighbour a problem,  when they quote their address ,  no active service would  be returned .

As stated if it’s your neighbour ( with BT ) that has the wrong installation address , you can’t really ‘sort’ out their problem ( you don’t have the necessary authority ) your neighbour needs to take it up with BT .

Openreach ( which holds the installation data ) can only respond to the ISP , and the ISP can only  respond to the account holder , it may seem unfair that a consumer needs to ‘drive’ this issue to resolution , but TBH , it’s not clear that they weren’t responsible in the first place for the error at order entry.

[lolthertroll]

It was not our neighbour's fault. They know their address and lived there for 35 years.

Someone has just assigned it to the wrong property ,you couldn't make it up.

We have spent hours explaining the issue to different people at EE.

We have been told we will phone you back and nothing has happened.

Thank God we got on with our neighbours who gave us their ONT to provide EE, who suddenly confirmed that it is assigned to our property.

It is up to our neighbours to contact BT, but they have no incentive and very busy people 

[lolthertroll]

I said we are BT and EE customers at 2 different properties 

[lolthertroll]

Both properties have been receiving bills and letters from the respective providers.

[iniltous]

The installation and billing address can be different, so receiving information or bills that are  addressed correctly but different from where the service is located isn’t uncommon, think of business that have several branches but all the bills are dealt with from a single location.

As stated I cant know what your neighbour said or didn’t say to BT when upgrading to FTTP , you obviously don’t know either , assuming you were not on  that  call , perhaps the BT guide when offered two almost identical addresses was careless and didn’t check which one was correct and selected the incorrect one , perhaps there  always was  an address issue but it never presented a problem or they as consumers were never aware  of it .

I am curious though what the practical problem affecting you is ( I accept there is an administrative error with your neighbours BT account that needs to be corrected ) but in what way is that error stopping you doing whatever it is you want to do ? as far as I know  , your existing or potential new ISP should not be stymied by this problem.

I hope I’m not appearing dismissive or apportioning ‘blame’ to either you or your neighbours, mistakes happen , this particular mistake regardless of who made it shouldn’t be anything more than an minor annoyance and not cause any real difficulty, if it does create a problem, knowing what affect it is having may help in offering a solution, short of your neighbour taking the time to speak with their ISP , something you can’t do on their behalf , and as you now know it’s simply wasting your own time speaking to EE when EE can’t resolve an issue between your neighbour and BT .

[lolthertroll]

Since April every time we try and place an order with new EE for a new EE account, not legacy, they can't complete the transaction because we have 2 ONT. Despite us providing our ONT.

[lolthertroll]

fully aware I can't speak on my neighbour's behalf.
My neighbour is extremely busy.
I spent 2 hours on the phone Monday.