Welcome to this user forum.
Who have you placed the order for a landline with?
Is your address correct on the Royal Mail Postcode database?
The network is provided by Openreach, for all providers apart from Virgin Media.
Its quite possible that the Openreach database does not show an existing line to the property, which is why the order is failing.
Assuming that your address is correct with the Royal mail, then its simply a case of raising an ORDI request to Openreach, to get the database updated. You can then order a phone line, and once that is working, you should be able to place a broadband order.
Do you wish to proceed with an order with BT Retail? If so, I can ask a moderator to assist, and they can raise an ORDI request.
If you choose to go with a different provider, then you would have to ask them to raise an ORDI request.
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.
PS, when did you receive the takeover letters, as that may be cause of the problem, if the last owner did not cancel their service?
What should happen, is if they do not respond, which of course they will not, then afer about 10 days, your order should progress. Lets see if a moderator can check this for you.
We'll look into everything for you. To get in touch with us, click on my user name, view profile, and then copy and paste the link under "Moderation Team Email Address" into your browser. Complete that form and we'll get back in touch with you.
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Thanks. I have contacted a moderator hopefully 4th time lucky as to be honest coming to the end of the tether. I'm surprised that a customer needs to know things like ORDI requests. Surely the telecom companies should have known this and be dealing with it. I assume this Openreach is like our Rail Network not fit for purpose.