need to get gold ORDI raised with PlusNet

[#1]

Hi. Been with PN several years. Am now looking around with a view to changing. When using ISP's postcode checkers to see what service is available, am getting errors. Spoke to Vodafone, they said my address record is showing as "no service in recent years" (silver matched address). To order broadband, it should be Gold matched. Basically, the database has never been right since I've been in my current contract with PN. I had a very helpful chat with OpenReach, they verified the problem as described, and told me I need to get PlusNet to raise a request called a GOLD ORDI. As you can imagine, trying to explain this to PlusNet first line support was like whacking my head against a brick wall, and ended in tears. Mine. So - can anyone assist as to how I may get this corrected asap?! thank you for listening.

[#2]

Hi there,

I'll get this sorted for you. I'll need to speak with a colleague who's in the office a little later today for that and I'll update you once it's been done. 

[#3]

brilliant. thank you very much. 🙂

[#4]

 No worries! Just to let you know one of my colleagues is picking this request up for us shortly. 

[#5]

Hi @ceriwolfe,

Would you able to drop us a private message with your full address as would appear on Royal Mail. It looks like we have an address on the account but the services don't seem to reflect being active at that address. Once we've got the details we can then look at raising the relevant ORDI for you.

Thanks

[#6]

Thanks for sending across the address details via private message @ceriwolfe 

We've now raised the ORDI and we should be able to update you further within the next 24-48 working hours

Let us know if we can help with anything else in the meantime

[#7]

thanks for doing that, I look forward to this being sorted. just to be clear, I assume this is just an admin thing ie updating some details on a database somewhere - is there any way this could affect the performance of my broadband - I'm assuming not? I only ask because I am having some speed issues - if you could clarify that would be useful going forward

[#8]

Hi @ceriwolfe,

Thanks for getting in touch.

The ORDI process is purely an administration process at Openreach. It ensures that any address or landline lookup at any BT network provider can see the most accurate information about the available connections or services at that address or telephone number. This would explain why you did not see any results when you looked up your postcode.

If you're having problems with broadband I'd suggest going through the following troubleshooting and connecting to the test socket first and getting back to us if things don't improve.

Thanks - LF

[#9]

Moderators Note

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

[#10]

I'm not saying it's plusnets fault.... but just for info..... the lookup is not working yet.......

[#11]

No problem @ceriwolfe we should get an update on the ORDI request soon

[#12]

it sure does take a while!............

[#13]

Thanks for getting back to us @ceriwolfe

I'm sorry for the time it's taking to update your address records.

We're still on top of this and we'll let you know once they're updated

[#14]

bump!

[#15]

Thanks for getting back to us @ceriwolfe

I've been advised this should be sorted now.

Can you advise if you're still having the same issue?