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Turch
Aspiring Contributor
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Message 1 of 18

Silver address

I'm currently trying to upgrade my broadband but I'm told that I have a silver address which needs to be gold before they can proceed. BT actually have an incorrect address for me on any post they send to me.  I have tried to get my address updated to match the property where the landline is fed to but I'm being passed between openreach and BT.  Anybody have any idea or the procedure?

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Distinguished Sage
Distinguished Sage
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Message 2 of 18

Re: Silver address

@Turch 

Who is your current provider?

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Turch
Aspiring Contributor
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Message 3 of 18

Re: Silver address

@Keith_Beddoe Hi Keith. My current provider is BT and has been for 8 years or so. It's the only provider available in our area

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Distinguished Sage
Distinguished Sage
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Message 4 of 18

Re: Silver address


@Turch wrote:

Hi Keith. My current provider is BT and has been for 8 years or so. It's the only provider available in our area.


Why is it the only provider, as all providers use the same Openreach database?

Do you have a direct fibre to your house (FTTP)?

Do you have a working BT Retail telephone number? Please do not post any numbers here.

 

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Turch
Aspiring Contributor
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Message 5 of 18

Re: Silver address

@Keith_Beddoe Yes Keith. I have a BT landline. Should have been a bit more specific. It was BT broadband being the only service we can get here. So no virgin etc.

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Turch
Aspiring Contributor
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Message 6 of 18

Re: Silver address

It was the arrival of FTTP which prompted me to phone for the upgrade.

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Distinguished Sage
Distinguished Sage
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Message 7 of 18

Re: Silver address


@Turch wrote:

@Keith_Beddoe Yes Keith. I have a BT landline. Should have been a bit more specific. It was BT broadband being the only service we can get here. So no virgin etc.


I was just checking, as many people assume that Sky, TalkTalk etc are BT lines, which they are not. Its odd that BT Retail are the only one offering service?

In order to find out what services and speed range you should be getting, please enter your phone number into this form.
Broadband availability checker


Please remember to edit out your phone number before you post the results.


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Turch
Aspiring Contributor
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Message 8 of 18

Re: Silver address

@Keith_Beddoe You're exactly right Keith. I have jumped to that conclusion too. Apologies. I'm not upset with my BT service at all but it just seems as I cant upgrade due to this silver/gold conflict.

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Distinguished Sage
Distinguished Sage
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Message 9 of 18

Re: Silver address


@Turch wrote:

@Keith_Beddoe You're exactly right Keith. I have jumped to that conclusion too. Apologies. I'm not upset with my BT service at all but it just seems as I cant upgrade due to this silver/gold conflict.


The conflict would only occur if you did not have a working phone line, which you say you have,

Please post the results from the broadband availability website, that will say whether FTTP is available yet.

The address issue can be resolved via this forum.

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Distinguished Sage
Distinguished Sage
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Message 10 of 18

Re: Silver address

There would be two issues here.

One, your billing (correspondence) address you say is incorrect.

The second one is that the Openreach database is also incorrect.

These are separate databases and can only be updated by one of the BT moderators.

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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