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

rmorgan-1994
Newbie
Posts: 3
Registered: ‎26-05-2021

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

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
3 REPLIES 3
Townman
Superuser
Superuser
Posts: 24,027
Thanks: 10,203
Fixes: 176
Registered: ‎22-08-2007

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

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.

Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.

HPsauce
Seasoned Pro
Posts: 7,159
Thanks: 249
Fixes: 4
Registered: ‎02-02-2008

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

@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

Dan_the_Van
Hero
Posts: 3,118
Thanks: 1,555
Fixes: 90
Registered: ‎25-06-2007

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

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