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BT fttp and Digital Voice stopped by Openreach because of 'wrong' ISP!!!

Palious

Casual Member
Very long story.....ordered Fullfibre100 upgrade back in August 2023, forced to take digital voice because it was bundled together (now not bundled). Finally installed into my house in December, great internet but no voip service. BT then disconnected my PSTN so I was voiceless. Finally, in Jan '24 both were working but after a couple of days I received an email stating my services were 'stopping'. At first BT said i had cancelled my service but after much discussing they agreed Openreach had sent an automatic cease?? Both internet and voice were ceased and I was left without any service at all. No mobile signal in our rural location either. It's excalated to my MSP (Scotland) and the BT 'executive complaints' team. They say that I have also lost(?) my telephone number of 20 years....and unlikely to get it back...they say the problem is:
"The issue is down to the way the address is formatted and the routing for the correct address isn’t the same as the one for the address where your service was running. Your service was running with another isp" ??
"Openreach have the incorrect address for your house and also has the records of your internet ONT serial number (at the wrong address). The service is working at a different address. I have an order in place for the correct address, which includes the name --house name--, but at this stage its saying a full install needs to happen. The DSo team have been made aware of the above and the last update I received was that they are trying to get the records and tech team to update and get the connection live."

This is a new FTTP installation and was working (briefly) in December '23 but was stopped and I have had no service at all from 4th January, I find it absurd that they have not solved this issue in two months (they knew about the voip and disconnected pstn problem back in early December). Having first placed my update order in August with a target date from BT of 29th August they still have not completed my install.
Anyone have any insights as to what is going on? Thanks.
 
You may have 2 NAD keys with slightly different address details assigned to the UPRN for your home. One may have your old service assigned to it and your FTTP built to the other. It causes issues like this in the automated systems when orders and ceases are processed.
Once dentified it’s usually pretty simple to fix.
Does your home have a number assigned to it as well?
 
Hi, I was upgrading from an existing BT adsl and pstn telephone to BT fttp and voip. I had a telephone number (20+ years) which they say is 'gone' when the cease was done. The cease was done on the 4th jan and its still not fixed. The fibre is new and it seems they had it connected to a new ISP but not BT! I had fibre internet and voip for a few days, presumably with this unidentified isp. I called BT on the 4th as soon as i received the email about the cease. BT still cannot tell me when i will get my service back. PS. What is a NAD and UPRN?
 
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UPRN stands for Unique Property Reference Number and was created by the Ordnance Survey (OS). It consists of numbers of up to 12 digits in length. Local governments in the UK have allocated a unique number for each land or property.

NAD is the Network Address Database. A Gold NAD key, which is usually enough for an FTTP order, indicates that an address is or has been historically served by Openreach or has a pre-designed association to an Openreach network. The key takes the form of A00000000000.

A residential property typically has just one NAD.

If you use the BT DSL checker, do an address lookup - change the option to be able to do this, just supply a postcode with no other details, you will get a drop-down that shows all the properties, their UPRNs and their NADs. If you notice your property has more than one entry in this list it could indicate some confusion in the databases for your property.
https://www.broadbandchecker.btwholesale.com/#/ADSL
 
Thanks, my property has two UPRNs , one unique and one in common with another address (which does not exist!). My property has a gold nad key which is unique. The non existing property has also a gold nad and is showing an ONT , whereas my house has no associated ONT (but i have one which has the pon light on)
I don't understand why it is taking weeks (now a month) to sort this out.
 
Thanks, my property has two UPRNs , one unique and one in common with another address (which does not exist!). My property has a gold nad key which is unique. The non existing property has also a gold nad and is showing an ONT , whereas my house has no associated ONT (but i have one which has the pon light on)
I don't understand why it is taking weeks (now a month) to sort this out.
That’s the information you need to give BT, they need to do an ORDI request to sort out the addressing issues and after that you should be sorted.
Things like this sometimes happen if a previous owner has run a business from home and had a problem getting a 2nd line put in for it (someone bodges a fix that gets the line in), or the property has had a name change/postcode alteration in the past and the records have been wrong when registered.
 
OK, thanks for your thoughts on this.... however ... that is not the case, no second line no business use, no name change since new build 30 years ago. This is new fibre, first use of fttp to my home. I think that OR have just made a routing error and together with their records showing my ONT installed on a phantom house plot has them foxed. The old copper is still active but they refuse to reinstate my services.. so I wait with no phone mobile coverage or Internet ...
 
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Was this fibre line installed under R100, ours was and of the 3 addresses in our postcode 2 got close duplicates added so OR now shows 5 addresses. I believe the only reason my address is not duplicated is I had stopped using a landline some years ago and gone 4G.
 
Was this fibre line installed under R100, ours was and of the 3 addresses in our postcode 2 got close duplicates added so OR now shows 5 addresses. I believe the only reason my address is not duplicated is I had stopped using a landline some years ago and gone 4G.
Yes, part of R100.
 
So R100 was initially included in OR's Fibre database, if you put your postcode in then it said Fibre was on its way for my postcode. Then for some reason it got removed from OR and the same postcode search got 'We have no plans', but if you went onto the R100 site eg superfast scotland you were given a planned install date. It stayed like that on my postcode even after I got Fibre installed, the OR site finally gave Fibre being available about 4 weeks after I was connected. So at some point, even though OR were doing the installation, maybe OR was either knobbled by a competitor or predicted they could be and so R100 was taken out of the general OR Fibre plan. When this happened you then ended up with duplicate addresses and the issues you have. So totally an OR issue and up to them to sort out, an email to the BT/OR interventions team is possibly the kick they need to sort it out.
 
So R100 was initially included in OR's Fibre database, if you put your postcode in then it said Fibre was on its way for my postcode. Then for some reason it got removed from OR and the same postcode search got 'We have no plans', but if you went onto the R100 site eg superfast scotland you were given a planned install date. It stayed like that on my postcode even after I got Fibre installed, the OR site finally gave Fibre being available about 4 weeks after I was connected. So at some point, even though OR were doing the installation, maybe OR was either knobbled by a competitor or predicted they could be and so R100 was taken out of the general OR Fibre plan. When this happened you then ended up with duplicate addresses and the issues you have. So totally an OR issue and up to them to sort out, an email to the BT/OR interventions team is possibly the kick they need to sort it out.
Thanks, my service was eventually fixed out (after 5 months!). However, a small local business requested a super fast (fibre) service from BT who replied that it was not available......however, when you look on the R100 address look up site, it says it's available ! The small business is busy chasing this up! Cheers.
 
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