topic Re: Plusnet can't find my postcode in My Account/Billing

Plusnet can't find my postcode

Bolanboogie — Thu, 14 Dec 2023 11:04:58 GMT

When I moved into a new build flat, it was still using the local postcode. That's when I first signed up to Plusnet (approximately 5 - 6 years ago). Then this property got its own postcode assigned. The new postcode shows on practically all websites including the Post Office's own postcode checker.

However, the old postcode is the only one that shows when PN searches on their database and they say they can't update it or my address registered to my billing account.

I have talked to them on numerous occasions and each time they say they have escalated it to a special department who deals with these things and that department will be in touch. However no one ever does update their records I'll get back in touch. The last time I spoke to them about this issue was approx 6ish months ago.

There are many reasons why I want PN to update their database to the new postcode to match my new current one. Please can somebody help address this issue? I would be most grateful.
Thanks

Re: Plusnet can't find my postcode

adamwalker — Thu, 14 Dec 2023 14:07:06 GMT

Hi @Bolanboogie I've just send you a PM asking for some details.

Please drop me a reply and an update on this post when you can and I'll get that looked into for you.

Adam

Re: Plusnet can't find my postcode

Townman — Fri, 15 Dec 2023 09:54:42 GMT

It is very likely that the issue relates to BT Openreach’s assets database records. Your line most likely will be registered against the original postcode. Getting that updated will probably require a deal of background work (ORDI requests) with BTOR before the billing details can be changed.

Re: Plusnet can't find my postcode

Bolanboogie — Fri, 15 Dec 2023 10:49:03 GMT

Townman. openreach.com/fibre-checker and the royal mail postcode checker both have no problem showing the exact place.
As Adam has said about, he is looking into it. Not saying don't post. Just saying, it's all very strange to me.

Re: Plusnet can't find my postcode

Townman — Fri, 15 Dec 2023 11:30:10 GMT

Indeed - there is a difference between what those services show NOW and the information which is associated with your current asset. Premises which I used to occupy had been known for decades by its current name ... but within BTOR's assets database, the lines still had the property's original name ... giving rise to no end of issues with service identification and indeed BT engineer attendance.

I'm sure that Adam will find a solution ... though I doubt that it will be as simple as one might anticipate.