Incorrect Openreach Data

Incorrect Openreach Data

I have a customer with two Openreach copper lines, services supplied by ISP: Zen.

Whilst looking to move down to one line, sort out VoIP, etc. we discovered that Openreach hold the incorrect address details for the services - they actually have the services listed against another property 500-700 meters away that is actually an out budling and not occupied (This is a very rural area, so it is effectively the next door property). Zen have the correct address details.

The services are currently working with no issue and have been since FTTC was installed in 2018.

We raised the issue with Zen to escalate to Openreach and the response was "Openreach wont allow us to change the address as the line is already installed"

We can still make the changes we want with Zen, but obviously want to get this sorted out as it would impact us if we wanted to change ISP, or possibly when FTTP becomes available.

Any suggestions?

If the physical service in the corrrect building then it's a bit less of an issue (unless you're splitting ownership or something), but for completeness Zen should try to get address corrected, though might need someone to go out and check everything is as described. It probably isn't a standard process so you may need to escalate.

We're aware of something similar elsewhere but there may be back stories like someone extended the line themselves which they shouldn't have.

Ball is probably in Zen's court here

seb

It's an ORDI request and Zen should be capable of doing this, not sure why they gave you that response

In reply to a post by timandhaylea:

We raised the issue with Zen to escalate to Openreach and the response was "Openreach wont allow us to change the address as the line is already installed"

Sadly this is a typical Zen response now. Gone are the days of first line being able to be helpful if something unexpected crops up.

Thanks for the responses - I'll push back at Zen next week and see if I can get some movement