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address doesn't appear when trying to get new connection

Hi i left bt around 3-4 years ago to go with virgin now i am trying to get reconnected to any other isp than virgin and they all have my address missing from there systems, so who should i contact for this

Comments

  • macman
    macman Posts: 53,128 Forumite
    Part of the Furniture 10,000 Posts Name Dropper
    Royal Mail or BT OR database error?
    No free lunch, and no free laptop ;)
  • custardy
    custardy Posts: 38,365 Forumite
    Part of the Furniture 10,000 Posts Name Dropper Photogenic
    Does your address show on the RM site?
  • If your house has been served by Openreach in the past (i.e. had a WLR or LLU line installed) then your address should still show as a gold address within Openreach's systems.

    If your address is not visible then it means either:
    a) The address has been removed from Openreach's systems incorrectly
    b) The address is still within Openreach's systems, but is recorded slightly differently so the operator you're talking to cannot find it

    Either way, your provider should be able to place an order for you (known as a non-gold provide) and the Openreach address matching team will ultimately match it to the correct address.

    If you PM me your postcode and house/flat number I can query Openreach's address database to see whether what you have been told about it being missing is true.
  • robti
    robti Posts: 212 Forumite
    Part of the Furniture 100 Posts Combo Breaker
    Thanks for the replies, yes I can type in my postcode and house no. And it brings up the correct details with an map as well.

    It's just I need it sorted to enable online sign up via callback sites
  • Hi Robti,

    I have checked and your address is listed as a silver address, which means it does not exist within Openreach's address database but does exist within the RM database.

    In order to get your address listed as a gold address you'll need a communication provider (e.g. BT Retail, Plusnet etc.) to contact the Openreach Network Address Team (NAT) by email to request that your address is correctly added as a gold address. It might help if you include your previous BT telephone number in the request (if you know it). Unfortunately the public cannot contact the NAT directly, requests have to go through an Openreach registered CP.

    If you connect a phone to the old BT socket and dial 17070, do you get a telephone number read back to you?

    Matt
  • robti
    robti Posts: 212 Forumite
    Part of the Furniture 100 Posts Combo Breaker
    Thanks Matt

    Unfortunately i don't have an old socket connected to the line, but at least i now know whats wrong.

    Could you tell me how i would have been removed as i am sure it was there a few weeks ago when i was contemplating signing up with sky ?
  • Hi Robti,

    Openreach carry out regular maintenance against their address database and it's not unknown for gold addresses to be removed in error.

    Unfortunately a lot of providers are unwilling to carry out non-gold provides as the cost of connecting a line to a non-gold address can be expensive (although in your case, given there's a lot of neighbouring properties with gold address keys, it's unlikely to be any more expensive than a gold provide as your house is almost certainly served by the same DP as your neighbours).

    Ultimately the absence of a gold address key shouldn't affect your ability to get a new line installed, and probably won't affect the cost, but it may affect your ability to query availability on most provider's websites.

    Matt
  • robti
    robti Posts: 212 Forumite
    Part of the Furniture 100 Posts Combo Breaker
    Hi Robti,

    May affect your ability to query availability on most provider's websites.

    Matt

    Exactly what I am finding can't get any online deals have to go through the phone.

    Thanks for the help
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