Onesteam/Openreach address issues

WillPS

I had FTTP from Sky installed in Spring 2022.

In Spring 2023, I moved to Onestream, who for some reason didn't take over the existing Openreach line like they were supposed to, but instead arranged for an engineer to install a new line. When he came, he disconnected my line at the pole, connected me to the new line Onestream had arranged, and plugged in a new ONT. 

At the time this lead to an annoying situation where my Sky account was still open even though I had no access to their service any more. I eventually got that line ceased, and all was well, I thought.

Fast forward to now, and it's time to change ISP again. Except nobody will have me it seems - when you put my address in, you get a fallback 'technical difficulties', a 'please call' or a 'service not availble' rejection. I strongly suspect this is due to the mixup caused by Onestream setting up a new line.

I had a lengthy chat with someone super helpful from Sky yesterday who after exhausting all his internal options said I'd need to contact Openreach to get this sorted... which is easier said than done!

Even Vodafone, who's services I already have installed (Onestream are a Vodafone reseller), are refusing to have anything to do with my address - they claim it's outside their network area, which is obviously untrue.

Is there actually any method of getting Openreach to sort this discrepancy out for me? It feels like I've just fallen off a database somewhere but speaking to those responsible for that database appears to be impossible.

tripled

Openreach are hard to contact because they are a wholesaler, not a retailer, and so don't typically deal direct with customers.

I would suggest raising a formal complaint through OneStream, and escalating it to the Ombudsman if the problem isn't resolved.

You could try signing up with BT instead of Sky - although OpenReach supposedly operate at arms length, they are part of BT Group, and so they might have more sway.

Another possibility is to arrange for a new line to be installed (again) and then discontinue the OneStream service, but that might leave you encountering the problem again further down the line.

iniltous

So to be clear , you had 2 ONT’s , the one for Sky and then another one for Onestream , both are Openreach, but the Sky one is no longer used .
What does your address show at the BTw checker ( use your address as only BTw phone numbers are recognised ) 

https://www.broadbandchecker.btwholesale.com/#/ADSL

look for a part that looks like this , 
ONT exists with active service. No spare ports are available. Network is at capacity so a new ONT cannot be ordered.




TBH , even if you have two connections, one showing as active , an ISP should be able to arrange to take over the working service , if the providers you have tried are saying somehow the Openreach records need altering , then that has to be via your existing service provider Onestream 

WillPS

iniltous said:

So to be clear , you had 2 ONT’s , the one for Sky and then another one for Onestream , both are Openreach, but the Sky one is no longer used .
What does your address show at the BTw checker ( use your address as only BTw phone numbers are recognised ) 

https://www.broadbandchecker.btwholesale.com/#/ADSL

look for a part that looks like this , 
ONT exists with active service. No spare ports are available. Network is at capacity so a new ONT cannot be ordered.




TBH , even if you have two connections, one showing as active , an ISP should be able to arrange to take over the working service , if the providers you have tried are saying somehow the Openreach records need altering , then that has to be via your existing service provider Onestream 

I only have one ONT, but it's not the same one I had when I had Sky. The Openreach contracted engineer took the Sky one away. I suspect despite the fact I no longer have a physical connection to it, and the Sky service has been ceased, this additional line still exists in some capacity and is causing the sign up process to bork.

tripled said:

Openreach are hard to contact because they are a wholesaler, not a retailer, and so don't typically deal direct with customers.

I would suggest raising a formal complaint through OneStream, and escalating it to the Ombudsman if the problem isn't resolved.

You could try signing up with BT instead of Sky - although OpenReach supposedly operate at arms length, they are part of BT Group, and so they might have more sway.

Another possibility is to arrange for a new line to be installed (again) and then discontinue the OneStream service, but that might leave you encountering the problem again further down the line.

BT and EE are both rejecting my address. I don't have any new line options, just a default 'can't do this' from all concerned. I don't really want to sign up with a non-competitive service for an 18 month/2 year period in order to get this problem fixed in any case, I'd probably sooner take VM than do that (and I'm loathe to accept that option in honesty!).

WillPS

This issue has now been resolved. The problem was the 2 ONTs showing on the address, once the incorrect/previous one was removed from Openreach's records the errors all went away.

I got this resolved with Openreach directly, I tried their contact form but what eventually got it sorted was reaching out to them on X.