Correcting details on OpenReach database

I would be eternally grateful if someone could help me.

Something is wrong with the information that Openreach have regarding my phone number or address, as a result I'm having a nightmare trying to switch provider.
I've tried getting in touch with Openreach but it seems they only respond to communication providers. I only wish they did.

I've lived at my address for 9 years (originally BT), 5 years ago I ported my phone and broadband to Sky. Now I'd like to port back to BT for both phone and BB.
The problem appears to be that BT can't see a phone at my address and keep requesting a new line for me. I believe this is due to bad Openreach data as I've tried a few different companies online checks and none can retrieve information about my line.

I finally spoke to someone at BT that understood my issue today but the best he could suggest was for me to cancel my Sky line and BB and then order a new line from BT and finally request a re-number to get my old number back. This seems a lot of work, I'll be out of service and possibly have a new number as they can't guarantee I'll get my old one back. I'll probably be charged a connection fee also.

It seems to me all that's required is Openreach to add my details back to their database and we can all go to the pub happy. Can anyone help?

Many thanks

You can try contacting Openreach here: https://www.formwize.com/run/survey3.cfm?idx=505d040...

If you don't get a human response, keep trying until you do.

Had no problems migrating from full LLU back to a BT Wholesale based service.

The systems WONT recognise the location of the number, but should be happy taking an order based on the address.

What does the online order system actually say/do, talking to people can sometimes actually cause more confusion.

I assume your a LLU line _pay all your bill to Sky and nothing to bt -- so you will need to cancel that == BT can t see that line in any shape of form as that line is hidden and nothing will happen until that line is visible --

Really? No need to cancel anything, the standard migration process should handle a move from full LLU back to BT, and unless Sky refuse the number port that should work too.

Thanks for your reply Andrew,

My initial order for (BB and calls) was online, and a new line was added automatically.

I've just done another dry run and after adding my details I get a "we're just checking your details" prompt and then a page that says

Looks like you need a new phone line

Please tell us a bit more about the property so we can give the engineer the right installation instructions.

Please select:-
A brand new property.
An existing property you believe had a BT line in the past.
A different type of property.


I didn't get these choices previously.

Using PlusNet online I get the response We can't find any information about your phone line
But when I continue the next page says
You don't have a compatible phone service. To use our broadband you'll need to take one of our Home Phone packages

I really think the OpenReach data is corrupted or missing.
Thanks for your help

In BT terms you should be selecting 'An existing property you believe had a BT line in the past.'

Plusnet is correct, since there is no data sharing on LLU lines i.e. it could be located anywhere in UK and the you need to take one of our phone packages is to be expected, since the phone line needs to move off of full LLU

In reply to a post by Fastman2:

I assume your a LLU line _pay all your bill to Sky and nothing to bt -- so you will need to cancel that == BT can t see that line in any shape of form as that line is hidden and nothing will happen until that line is visible --

That is not correct.

It is BT Retail at the level the OP has reached so far that doesn't know what to do.

BT Retail historically have been probably the best BT Wholesale based ISP at transferring people back from LLU.

In reply to a post by MrSaffron:

... the standard migration process should handle a move from full LLU back to BT, and unless Sky refuse the number port that should work too.

Particularly if the number was originally issued by a BT Wholesale based CP. But even if it is a Sky-issued one, there should be no problem.

It is definitely an original BT number and exists within their number block 01922 68 http://www.ukphoneinfo.com/search?q=0192268&submit=S... . I agree I should have no problem, I had no problem when I ported out to Sky, but I've tried all sorts in the last couple of months, with no luck

In reply to a post by MrSaffron:

since there is no data sharing on LLU lines

When I try to do a dummy broadband order on the BT website, it says that there is an active service already in place - I am on a full LLU Talktalk service. So why can't BT's systems recognize Sky LLU connections?

Screenshot
https://www.imageupload.co.uk/image/B21Y

No idea, systems are in place and when I went from Sky Fibre LLU to BT Infinity had none of these problems and a plain and simple migration. Moving time in June to see how someone else behaves and chase the deals

Thanks Andrew for spending time and effort in doing a dry run for me.

I have an update which may be useful for others in a similar position.

I finally spoke to a BT engineer that helped me. Dial 0800 800 150 then ask for Customer Options. This guy listened carefully to me then asked his colleagues for advice, he then told me to ring my current communications provider, Sky and ask them to complete a ORDI form (OpenReach Data Integrity).

I rang Sky on 0333 009 2069, you need the Installation and Provisioning Team. I got there via the Cancellations Team, they tried to do a deal but I insisted on an ORDI form, the agent had to ask colleagues but eventually I was put through. The nice lady in the Installations and Provisioning Team quickly spotted that the postcode for my installation address was different to my billing address. She said this would prevent the online orders working correctly. So she'll now complete an ORDI form and submit to Openreach, they should get back to her within 24 hours and she'll respond to me. Failing that she'll speak to the Network Addressing Team which could take up to 5 days to resolve.

5 days is nothing compared to the delays I've already suffered. So fingers crossed.

Excellent news!

Well done . Let us know how things go please.

Incorrect postcodes on the OR line database are a nightmare.

I spent 4 months (or it may have been 6) getting a number ported to a VoIP provider. When I finally got a nice man within OR who took pity on me and revealed the postcode they had, it was at a location that was outside the coverage area of the exchange it was connected to. And it clearly wasn't an out-of-area line.

The next time I got bitten, things were much simpler. The building had previously had the street's postcode, but had subsequently been allocated its own. So enter the previous (rest of street) postcode, and job done. Well, not, because it was a Cable & Wireless allocation that had been ported to BT, but that was another whole different nightmare.....

Sky have amended my details and Openreach should be completed within 48 hours.

Fingers crossed

Tested with Plusnet again, still no line info..... patience is a virtue... apparently.

What broadband service are you looking to migrate? FTTC or ADSL?

Another thing - is the Sky billing address exactly the same as the address you are putting into the checker? This can also cause some issues if the addresses don't match up.

Edited by deleted (Wed 22-Feb-17 11:32:45)

If you have FTTC, you cannot be on full LLU.

True in fact, but convenient to use as a description on a forum. An accurate description could take a fairly long sentence, and the meaning is clear to everyone who understands as it is . People who don't understand won't be worried either.

FTTC with MPF? That depends how you view the E-side copper, which is only carrying the PSTN. It certainly isn't SMPF. But neither is it carrying the TalkTalk broadband.

Which raises the question, will the copper be WLR3 or will it be terminating on a TT MSAN? Or will that depend on whether the PSTN exchange is TT-unbundled?

I believe Openreach call it FTTC with MPF. Will double check in a bit though.

Obviously SMPF cannot exist with FTTC. When an order is placed on a line with SMPF, it will cease the SMPF.

>Obviously SMPF cannot exist with FTTC. When an order is placed on a line with SMPF, it will cease the SMPF.

Might be worth expanding that, as to many it might make them think that moving their phone service from one WLR provider to another will cease there FTTC, when it will not.

If I read that correctly we can also have FTTC with WLR3. I believe that is what I have.

Yep. Probably easier to say you cannot have ADSL and FTTC on the same phone line.

FTTC to FTTC moves are straight forward and this is all done remotely. It's the MPF-WLR or WLR-MPF phone line and FTTC move which can be a little more complicated.

My setup has always been WLR3 with one CP and BT Wholesale-based broadband with another. The broadband now being FTTC. How would you describe that in terms of MPF/SMPF?

What description do you apply to the case you challenged? In the circumstances of-

- both services being from the same exchange;

- the FTTC going to a different headend but the user was previously on MPF at the phone exchange and the FTTC is with that same supplier;

- the FTTC going to a different headed but the phone supplier is not the FTTC supplier.

Edited by RobertoS (Wed 22-Feb-17 13:21:59)

My service is currently ADSL.

I'm not a very heavy user so I'm happy to go with whatever's the best deal for my budget