topic Re: Please raise an ORDI(Openreach Data Integrity) request in My Account/Billing

Please raise an ORDI(Openreach Data Integrity) request

JuliaCh — Wed, 08 Jun 2022 13:55:58 GMT

OpenReach don't recognise my address as having Fibre To The Cabinet (FTTC) support which I clearly have as you are providing me with an 'Unlimited Fibre - 38-40Mpbs' which is working as expected - Thankyou.

OpenReach have advised me that the way to fix this is for me to request that you to raise an ORDI request to correct the data held by Open Reach.

Please consider yourself so requested.

Rgs

Simon

Re: Please raise an ORDI(Openreach Data Integrity) request

dvorak — Wed, 08 Jun 2022 14:01:50 GMT

Moderators Note

This topic has been moved from Broadband to My Account / Billing

Re: Please raise an ORDI(Openreach Data Integrity) request

Baldrick1 — Wed, 08 Jun 2022 14:48:57 GMT

@JuliaCh

If it's not on the Openreach database how did it get connected in the first place? Have you checked on here: https://www.broadbandchecker.btwholesale.com/#/ADSL

Are you sure that it's not a database problem but simply that your FTTC cabinet is full, so VDSL is showing as currently not available?

P.S. This is a community forum that is supported by Plusnet staffers when available. Consequently, there is no guarantee that Plusnet will action statements on this forum such as 'Please consider yourself so requested'. As Plusnet are already providing a service then why is this their problem? To guarantee a response it might be better if you contact Plusnet on 0800 432 0200.

Re: Please raise an ORDI(Openreach Data Integrity) request

JuliaCh — Wed, 08 Jun 2022 16:22:06 GMT

What I know is

1 - Its a nightmare finding support for an unusual situation - Please provide details of who will/can answer

2 - I raised the issue with OpenReach, they said to ask supplier to raise ORDI.

3 - I don't undertsand the table and it doesn't explicitly state what is supplied to my address - Thats why I need support!!!

4 - I have FTTC unless you know of another way to supply ~ 40 Mbps

5- Only BT/PLUSNET say they can provide service.. Whislt I appreciate this may suit you, I would like the option to use other suppliers.

6 - This is not a billing issues, It is a data integrity issue.

Re: Please raise an ORDI(Openreach Data Integrity) request

Baldrick1 — Wed, 08 Jun 2022 16:42:57 GMT

@JuliaCh

If you can obscure your personal data such as your phone number and post the ADSL checker results here we can interpret it for you. If you need halp with doing this then please ask.

You say this is a data integrity issue but this will be met with scepticism without the above data. To be honest because you already have a FTTC service, the claim that the database is incorrect is very strange. The fact that you might want to go elsewhere is hardly an incentive for Plusnet or BT to investigate without more evidence that there is a problem with the database.

Re: Please raise an ORDI(Openreach Data Integrity) request

jab1 — Wed, 08 Jun 2022 16:45:36 GMT

I'm sure @Baldrick1 will come back and answer, but:

(1) As stated this is a Community forum - experienced Community members try to help, and maybe give answers, thus relieving the pressure on the Help team.

(2) If you already have a service, your data on the system must have been correct at the time the service was ordered. Asking for the ORDI request is reasonable, but why it has suddenly changed is unusual.

(3) If you post a screen shot of the table - hiding your phone number - we can explain it.

(5) If you have a BT phone line, any provider who uses the BT infrastructure should be able to supply you - I suspect you may have misunderstood this part of the conversation.

(6) It is an account-related issue, so on the correct board.

@Baldrick1 answered quicker than me.

Re: Please raise an ORDI(Openreach Data Integrity) request

bmc — Wed, 08 Jun 2022 16:48:11 GMT

@JuliaCh

Using the Checker already mentioned try the Address version.

Enter your Post Code only and see if your address appears on the Drop Down list.

Brian

Re: Please raise an ORDI(Openreach Data Integrity) request

Dan_the_Van — Wed, 08 Jun 2022 17:48:10 GMT

@JuliaCh

I had a similar issue when I moved to a rented property, the village was incorrect in the address, plusnet sorted out the issue.

Here are a couple of examples to help those commenting

https://community.bt.com/t5/BT-Fibre-broadband/ORDI-Open-Reach-Data-Integrity-issue/td-p/2155122

https://community.plus.net/t5/Home-Phone/Openreach-have-incorrect-postcode-for-my-address/m-p/1799479#M33350

Something is wrong with the data for the address, both required a task to correct the data base by the current ISP, like most instances like this @Gandalf name comes up for plusnet

Dan.

Re: Please raise an ORDI(Openreach Data Integrity) request

Townman — Thu, 09 Jun 2022 01:21:04 GMT

@Baldrick1

I doubt that the results of the checker has any bearing here. We have seen this before but the other way around - Plusnet try to take over a live line and find the database details to be flawed. Only the current line owner can raise an ORDI request to fix those errors.

Therefore if there is indeed something amiss here, then it is a task for Plusnet to address. The fact that FTTC is available, is working is no assurance that BTw / BTOR has their records in order. We see it time and again - BTw / BTOR business systems are fowled up (as in male hen) but they cannot sort it out themselves, they need to get their customers to do the job for them.

Re: Please raise an ORDI(Openreach Data Integrity) request

Baldrick1 — Thu, 09 Jun 2022 06:31:10 GMT

@Townman

I stand corrected. Is it possible for the 'victim' to confirm that the details are correct or otherwise by using the address checking option?

Re: Please raise an ORDI(Openreach Data Integrity) request

JuliaCh — Thu, 09 Jun 2022 09:28:09 GMT

Thankyou, a few of the comments contain useful tips and concede there may be an issue. Following your advice

1 - When I use the Address Checker (Full details), it doesn't recognise my address.

2 - When I use the Address Checker (Postcode and picklist), its says "Recognise address but cannot determine ADSL availability" (see attached). Looks like a sympton that could explain what I'm seeing elsewhere.

3 - When I use the Phone number checker I get a table of stuff, and comparing with a neighbours number it does seem to recognise VDSL (see attached).

4 - Any clues as to how I find out my Access Lind ID or UPRN (There not on my bill) and I can do a check on that as well though probably give same result as number and not needed.

5 - Not that its relevant to a support request, but FI, I don't want to move from Plusnet, I've only just joined them because Vodafone, Shell etc didn't recognise my address as supporting VDSL (I think thats the reason). I will stick with Plusnet for now, but want to know the same problem won't occur in 18mths.

Soooo on the face of it my issue is confirmed and demonstrable in point 2 above (see supporting attachment). How do I get point 2 addressed?

Rgs
Simon

Re: Please raise an ORDI(Openreach Data Integrity) request

JuliaCh — Thu, 09 Jun 2022 09:35:18 GMT

It would appear only 1 attachment 'worked'. Here is the other I refered to.

Re: Please raise an ORDI(Openreach Data Integrity) request

Townman — Thu, 09 Jun 2022 10:00:07 GMT

For point [4] try this - UPRN search, address & postcode finder - FindMyAddress

You will need to wait for a staffer to respond to raise the ORDI request. At least this issue is not impeding a live order!

Re: Please raise an ORDI(Openreach Data Integrity) request

JuliaCh — Thu, 09 Jun 2022 10:26:52 GMT

Ta. If there is an address/Phone number mismatch it would all depend on the level of checking by prospective suppliers and the smart ones probably do both to confirm a legitimate request. In this data centric world, no doubt lots of never to be looked at error messages exist that could have resolved this without me even knowing about it. I suspect the problem originated from a property name change (no number allocated) some years back.

Costing me a couple of £s per month, though TBF the HUB2 provided is very very good. Was able to retire previous suppliers modem (that I used as a bridge), mid house located Netgear Nighthawk and connecting Powerlines.

Re: Please raise an ORDI(Openreach Data Integrity) request

LaurenB — Fri, 10 Jun 2022 09:53:51 GMT

Hiya @JuliaCh, thanks for getting in touch. I'm really sorry to hear of the problems that this has caused you and would like to help get this sorted for you. It does look like an ORDI will need to be raised as theirs an address mismatch between systems.

Can you please pop me a PM over with the correct full address and I can get this raised for you

(to send a PM, click on my name and then to the right, there will be a grey button to 'send private message' and in the message please include a link to this thread)

Re: Please raise an ORDI(Openreach Data Integrity) request

JuliaCh — Mon, 13 Jun 2022 10:59:03 GMT

Thanks for your help folks, after my initial query raised last wednesay was chewed over, a chap called Gandalf has raised an ORDI on my behalf. Apparantly to be 'fixed' in 5 days.

If as I hope this is the end of the story it will have only taken on and off attention for the last 12 months, a report to OpenReach who very quickly rejected it on 16th may signposting the ORDI keyword clue, several hours of Internet research and failure to get Plusnet 'official' support and a week of Forum engagement, which, weirdly led back to 'official' support.

Re: Please raise an ORDI(Openreach Data Integrity) request

Gandalf — Tue, 14 Jun 2022 09:54:50 GMT

Really sorry for the issues you've had with this.

The ORDI's come back to me this morning to confirm it's completed the work, but it can take some time for the changes to propagate through the supplier systems. It looks like your line was registered at an address with a different house name, possibly widely incorrect, or it could have been an old name which your house had long ago.

Re: Please raise an ORDI(Openreach Data Integrity) request

JuliaCh — Tue, 14 Jun 2022 20:56:00 GMT

Thankyou - much appreciated. Will update again when I can see its fixed.

Rgs

Simon

Re: Please raise an ORDI(Openreach Data Integrity) request

Gandalf — Thu, 16 Jun 2022 09:26:51 GMT

No problem Simon, I've had a look and this should be fixed for you now

Re: Please raise an ORDI(Openreach Data Integrity) request

JuliaCh — Thu, 14 Jul 2022 13:27:34 GMT

I can confirm now that other suppliers are offering me FTTC broadband services now that the problem is recognised and fixed by the ORDI.

Many thanks.