Openreach database says my address has never had a landline, but I've had one for over six years!

[JuliaRae]

I recently tried to change my landline/broadband provider. The new provider's system is trying to charge me £60 to install a new landline because the BT Openreach database (KOFAX) is telling the new provider that there has never been a landline at my address.  I have had a landline at this address for over six years, supplied by BT.

I was warned by the new provider that it recently took someone in a similar position around 4 months to get the KOFAX database corrected. As I am potentially losing £40 a month, I am desperate to get this fixed. Please can someone help?

Many thanks in advance!

[imjolly]

are you currently a BT phone/broadband customer - ISP is BT Retail?

is your address correct on royal mail database

[JuliaRae]

Hi @imjolly

Thanks for your response.

Yes, I am a BT phone/broadband customer. (I'm not sure what you're asking with the second part of your first question.)

My address is correct on the Royal Mail database.

[imjolly]

your address should be same on both royal mail and openreach database

I have asked mods to help raise ORDI

[PaddyB]

Hi @JuliaRae,

I'm sorry your address details are incorrect. I'll be able to help you get this corrected.

Please can you send me in your details using the "Contact The Mods" link found in my profile?

Thanks

PaddyB

[JuliaRae]

Done. Thanks @PaddyB.

[JohnC2 · Accepted solution]

Hi @JuliaRae, The address records with Openreach have now been updated. Please can you place your order and post back to let me know if you were able to place it correctly now.

Cheers
John

[JuliaRae]

@JohnC2 - order placed successfully, thank you.