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Roysie
Aspiring Contributor
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Message 1 of 14

Can't find my address and phone number

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I have recently been looking to change isp, I spoke to a couple who asked me for phone number and postcode, they said they could not find my house with a phone line.  I also put my phone number and address into the site of another isp which returned a message box stating,  this phone number does not belong to the address!

Same phone number for the 14 years we have lived here.

BT site does not show my house name in the postcode area drop down menu, and even when I am logged into My BT the system cannot find my details to show me any deals.

In essence I am held hostage to stay with BT because no other isp can find my number linked to my address, including BT.

I have no idea who to turn to for help with this, address and post code on post office site.

Any help would be greatly appreciated

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13 REPLIES 13
Distinguished Sage
Distinguished Sage
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Message 2 of 14

Re: Can't find my address and phone number

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Welcome to this user forum @Roysie 

Who is your current Service Provider who provides your phone connection, is it BT Retail?

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Roysie
Aspiring Contributor
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Message 3 of 14

Re: Can't find my address and phone number

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Yes I think it is
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Distinguished Sage
Distinguished Sage
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Message 4 of 14

Re: Can't find my address and phone number

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@Roysie wrote:
Yes I think it is

If you pay BT Retail for your phone line rental, then that is what I mean. Some people say they have a BT line, when in fact they pay their line rental to another provider like Sky.

If you are 100% certain you are a BT Retail customer, then its a simple job to get an ORDI request sent to Openreach, to get your address details updated. This can only be done by your current provider.

On that assumption, I will ask for assistance.

I have asked a moderator to provide assistance, they will post an invite on this thread.
They are the only BT employees on this forum, and are based in the UK.

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Roysie
Aspiring Contributor
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Message 5 of 14

Re: Can't find my address and phone number

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Sorry it definitely is Bt thanks for your guidance
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Distinguished Sage
Distinguished Sage
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Message 6 of 14

Re: Can't find my address and phone number

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@Roysie wrote:
Sorry it definitely is Bt thanks for your guidance

Wait for a moderator to offer help.

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Roysie
Aspiring Contributor
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Message 7 of 14

Re: Can't find my address and phone number

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Thank you I'll do that

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Moderator
Moderator
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Message 8 of 14

Re: Can't find my address and phone number

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Hi @Roysie  Welcome to the forum and thanks for posting.

I've sent you a Private message explaining how you can contact the forum moderation team. 
Check here: https://community.bt.com/t5/notes/privatenotespage

Cheers
John

Community ModeratorJohnC
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Moderator
Moderator
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Message 9 of 14

Re: Can't find my address and phone number

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Hi @Roysie,

Thanks for replying to my previous private messages to you.

I'd like you to know that we have now sent this across to Openreach to check. We should hear back from them within 5 working days.

Thanks

DanielS

Community ModeratorDannyS
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Moderator
Moderator
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Message 10 of 14

Re: Can't find my address and phone number

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Hi @Roysie,

Thanks for taking the time to speak with me today.

To confirm, we have sent this to Openreach to correct and update their records. We've had confirmation that this is being done. It can take a few days to reflect online but as far as we are concerned, it is going to be completed.

Thanks

DanielS

Community ModeratorDannyS
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