topic Re: Unable to transfer to Sky Broadband - can’t recognise details in My Account/Billing

Unable to transfer to Sky Broadband - can’t recognise details

rmorgan-1994 — Tue, 19 Nov 2024 14:53:12 GMT

Hey all,

Not sure if anyone has had a similar issue. I’m trying to switch to Sky broadband and have completed all my details (address, account no.) and this is triggering an email to Plusnet to acknowledge I’m doing this.

On Sky’s website however, they’re telling me they can’t recognise the details I have provided. I notice in my bills my address is spelled correctly, but in my account there is a (common) typo in my street name. I’ve tried both versions with no luck.

Anyone had similar problems or can think of potential fixes for this? Thanks

Re: Unable to transfer to Sky Broadband - can’t recognise details

Townman — Wed, 20 Nov 2024 13:03:19 GMT

This is a recurring issue where BT Openreach's address database has errors in it. Typically this arises with a mis-match between their address database and the post office PAF database.

This needs to be fixed via an ORDI request, which needs a call to PLUSNET support. You need to know the correct address for your property (check on royal mail.com).

You could try to place an order on Sky’s order line, rather than their computer says no website.

Re: Unable to transfer to Sky Broadband - can’t recognise details

HPsauce — Wed, 20 Nov 2024 14:00:19 GMT

@Townman beat me to it, as stated the first step is to ascertain the "definitive" address as recorded by Royal mail.

Start here: Postcode Finder - Find an address │ Royal Mail Group Ltd

Re: Unable to transfer to Sky Broadband - can’t recognise details

Dan_the_Van — Wed, 20 Nov 2024 16:19:50 GMT

Every property has a UPRN (Unique Property Reference Number), remember post codes can be for a range of addresses, many properties sharing the same code

You can find yours here https://www.findmyaddress.co.uk/search