topic Re: please help in Broadband

please help

sarah731 — Fri, 31 Jan 2025 19:19:30 GMT

I hoping someone out there can help me,
We are in the middle of swapping from virgin to sky BUT the road where I live has 2 addresses the same but one is a bungalow and one is a house and I have found out that the bungalow who has an open reach account is actually connected to my post code and not the post code of said bungalow and because the sky broadband needs an open reach line into the house every time we sign up to sky it is cancelled because it says there is already an open reach line to our property. we have been in touch with sky 4 times now and each time they say that it should now be ok but so far its still cancelling every time. I have tried to find an email to get in touch with open reach to try and right the issue from that end but that is like pulling teeth. The first guy i talked to from sky masood was amazing trying to sort it all out but everyone else has give me the same assurances but haven't really grasped what i have been trying to explain to them and it ends up with the broadband being cancelled. can anyone help me???

Re: please help

jamesn123 — Tue, 04 Feb 2025 11:05:41 GMT

@sarah731

I am not sure its something that Sky can sort, you may need to contact Openreach directly on their site.

Re: please help

sarah731 — Tue, 04 Feb 2025 11:33:54 GMT

I have connected open reach but they won't do anything it has to go through sky. But hopefully the specialist team at sky are on the case now so fingers crossed but thanks so much for getting in touch x

Re: please help

GD1 — Tue, 04 Feb 2025 11:50:16 GMT

@sarah731 This would suggect the Bungalow needs to update their address on Royal Mail if it's incorrect.

Does both your address and the Bungalow show under the same postcode here? https://www.royalmail.com/find-a-postcode

If so and you know the Bungalow is incorrect then I'm afraid you won't be able to update their address the people there would need to do so.

You can also check you Council Tax postcode does your address and the other one show under the same postcode or just yours? https://www.tax.service.gov.uk/check-council-tax-band/search

Re: please help

sarah731 — Tue, 04 Feb 2025 14:10:10 GMT

No we have two different post codes sky has informed me that they have been in touch with open reach and it seems that the service provider for the bungalow just took the first address that they saw so let's hope this will be sorted before to long thanks for getting in touch x