I suggest that you also check your Address on the Royal Mail Postcode Finder, as the source of UK Postcodes; and quote its contents to Zen etc.

http://www.royalmail.com/postcode-finder/

In reply to a post by RobertoS:

Is there another road with the same name at the wrong postcode?

For instance I live on My Road, Hazel Grove, Stockport, but there is another My Road, Stockport.

Four miles away on the other side of Stockport.

Looking up My Road on a Postcode checker it is easy to select the wrong post code. I'm wondering if that is how the tag database got corrupted, as it's the other one that appears first in the list for My Road.

I would say thats exactly how it has got corrupted, the postcode that is incorrectly linked to my phone number is for an area 6 miles from my address but it has the same street name as mine, it is quite common for junk mail to arrive at my house with my name and correct address on it but with that incorrect postcode, its just so frustrating, i am not getting anywhere close to speaking to someone at BT who can help change a simple entry in a database.

In reply to a post by eckiedoo:

I suggest that you also check your Address on the Royal Mail Postcode Finder, as the source of UK Postcodes; and quote its contents to Zen etc.

http://www.royalmail.com/postcode-finder/

Yes, its fine on the Royal Mail postcode finder site, i have been a Zen customer for 9 years and they have my correct address on file for all of the time i have been with them, i have my phone line through BT and the billing address that BT have for it is correct as well, as is the installation address they have on file for my phone line, but for some reason this BT tags on the line database that is needed to order fibre has this incorrect one of a property nearly 6 miles away, which shares the same street name.

In reply to a post by RaveDave:

i have been a Zen customer for 9 years

i have my phone line through BT

but for some reason this BT tags on the line database has this incorrect one of a property nearly 6 miles away, which shares the same street name.

The database will be one way down in the hierarchy, used by Openreach; you cannot directly tell them to amend anything - it has to be done through one of your service providers; in this case it is likely to be BT Wholesale, who you can't talk to directly either. They must be requested from the layer of service provider above that.

It seems that Zen, as one of these service providers, thinks they cannot request this change, so are passing the blame onto BT (Retail) as the provider of your phone service.

Unfortunately, this sort of thing is going to be *way* beyond the script of someone in the Indian call centre. You need to work out how to bypass them, and get to someone who understands you.

When I ordered fibre, my order stalled because of a problem with the a database - badly enough that the failed order couldn't even be deleted by anyone. My ISP (Plusnet) knew enough to escalate this issue (presumably to BT Wholesale), where it became known as a "bridge case". I suspect this is the BT-internal terminology used when someone needs to go in and manually fix the that database.

I've also had a case where an old ISP (Demon) had forgotten to remove their tag from the database, and had to chase them before a new service could be ordered. That didn't turn out to be much of an issue, once you found someone in the Demon support team who understood what tags were.

If you can't get some at BT support to understand you, I'd suggest an email to the BT CEO, in order to get them to clang the right heads together. His team of trouble-shooters would appear to be good at untangling the layering of CPs that we now suffer.

Edited by deleted (Wed 21-May-14 12:14:09)

The problem has now been resolved, i emailed the Chief Executive of BT explaining the problem and he passed it on to his senior complaints team. It took them two weeks from my initial contact with the Chief Executive to get it resolved but it finally is, the difference in attitude between his team and the normal BT customer care people is remarkable, i had phone calls every day updating me on what was being done and i was given a direct contact number for the woman on his team looking after my case.

If anyone has similar issues don't waste your time with contacting BT customer services go straight to the Chief Executive.

Good news

I have just raised a similar issue with their senior complaints team a couple of days ago, so I hope for good outcome too.