Plusnet address not matching with Openreach address
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Plusnet address not matching with Openreach address
23-06-2021 12:36 PM
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Hello-I'd be very grateful if someone can help me.
I had BT fibre broadband fitted to the house 4 weeks ago which was supposed to be a transfer from Plusnet, including my home number, but put in as a new service. The transfer now can't complete as Openreach has a different address to Plusnet. The Openreach address is the right one.
I have been trying to explain to Plusnet help, but although they said it has been changed, it still hasn't after 2 weeks. BT have also been trying to correct it, but after numerous calls with them, I still have two services.
I believe now that an ORDI should be raised/completed, but it obviously hasn't been.
I know it would be easier to just cancel with Plusnet and use the new number I have with BT but the boss (wife!) says no. What can I do? Anyone?
Re: Plusnet address not matching with Openreach address
23-06-2021 3:54 PM
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Hi @treyn2021 thanks for your post and welcome to our Community Forums.
I'm sorry for the issues with getting your address corrected.
The address on our side wouldn't actually affect this (Although I've checked and that's correct), the problem is that your line isn't registered at your address on Openreach's systems. I've submitted an ORDI now.
I can't say what happened with the previous ORDI we've raised, but I'm monitoring this moving forward.
I'll provide an update as soon as I know more, which should be within the next 5 working days.
Re: Plusnet address not matching with Openreach address
23-06-2021 4:34 PM
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Hi - Thanks for your prompt reply. We've been here for 14 years and the address changed within 6 months of us being here and it's been a problem a few times with Openreach not updating the address in the past. Ordering fibre has brought it to the fore. BT has told me that Openreach did have the correct address now and it was up to Plusnet to update my phone line address before the number could be transferred. Hopefully, all will be sorted now. Thanks again. Tony
Re: Plusnet address not matching with Openreach address
23-06-2021 4:39 PM
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Thanks for getting back to me Tony
No problem, aye I can see Openreach do have your address on their systems, but your phone line we're providing isn't registered there, which I suspect is what BT were trying to say.
I'll make sure we get this sorted for you
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