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Incorrect address on phoneline

Sundried

Member
Hi,

Currently with XLN, received a letter stating prices were going up, have 30 days to leave before prices take effect (I'm certain we are out of contract however) shopped around and managed to sign up to a highly reviewed ISP on here.

Problem is with my current phone line its registered to an incorrect postcode. The new provider advised that our current ISP should never have provided broadband with an incorrect address key. Something about silver address key?

I rang XLN, took almost 30 minutes but got put through to the provisioning team who stated that they cannot go to BT Wholesale without a good reason to change the address and the fact that we have been with them over 2 years means that the address they had at the time was acceptable so they are unwilling to help.


Any thoughts, do I escalate the matter with XLN or do I just cut my losses and sign up for a new line; although I do have a nice number on the line I would prefer to retain.
 

TTJJ

ULTIMATE Member
You'd probably have to persist with XLN to get to them to rectify their issue.

However it's going to be significantly easier and less time consuming to just take a new line and then you won't have to deal with the issues - plus you know that the problem won't happen again that way.
 

RichardF

Casual Member
I've had a similar problem recently, moved into a house which it turned out had an incorrect address on Openreach database, and had a nightmare trying to get Sky to change it from a silver to gold address key.
After nearly seven weeks without any broadband I gave up and ordered a second ine and BB connection with BT... 10 days later all done and connected with BT. I gave up on Sky !!
 

kommando828

ULTIMATE Member
Sky were getting a new customer and could not be bothered to sort RichardF's problem, XLN are going to lose you so have even less incentive to do anything. New line short circuits the issue.
 

Ell-RSR_Communications

RSR Comms ISP Rep
Hi Sundried, As resellers we help/advise a lot of customers about porting numbers. What a lot of telecoms company's forget to tell their customers is you have a right by law to port (move) your telephone number to which ever supplier you want.

Source Ofcom: https://www.ofcom.org.uk/about-ofco...news/we-fight-for-your-right-to-port-a-number

There is a port override process now in the UK to try and help customers port (move) their telephone numbers: https://www.ofcom.org.uk/about-ofco...-protections-stamp-out-switching-frustrations

Hope this helps, Ell
 
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