topic Re: No broadband after moving - Openreach database problem in Broadband

No broadband after moving - Openreach database problem

Sway1 — Mon, 05 Oct 2026 11:05:48 GMT

I am an existing customer and I moved house at the beginning of September.

Sky have been unable to connect my broadband at the new property because my order is stuck on an Openreach database error, and phone calls to support cannot resolve it.

I work from home (currently unable to) and I don't know what do do to push this forward as I am not getting the service I am paying for. I keep getting told the same thing & nothing is progressing.

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Re: No broadband after moving - Openreach database problem

lettice — Mon, 05 Oct 2026 12:45:02 GMT

Have a look on this Openreach article and see if it helps.

There is also a contact form

https://www.openreach.com/help-and-support/my-fibre-checker-result-is-wrong

Re: No broadband after moving - Openreach database problem

Chrisee — Mon, 05 Oct 2026 12:46:51 GMT

@Sway1 it is worth looking at the Openreach entry for your address using this checker Openreach Checker

If you want help in undeestanding the output post a screenshot of the table and thecfirst three lines of the notes after obscuring the reference to your address.

Re: No broadband after moving - Openreach database problem

Sway1 — Mon, 05 Oct 2026 13:13:17 GMT

Hi Chrisee,

thank you for your reply.
I only got so far with the check as I don't know the phone number for the property - I have no phone line due to no broadband so I can't check what the phone number is.

Re: No broadband after moving - Openreach database problem

Sway1 — Mon, 05 Oct 2026 13:20:32 GMT

Hi Lettice,

thank you for the information & the link.

i have checked & my address is correct on the page & it says broadband is available.

not sure where to go next with this?

Re: No broadband after moving - Openreach database problem

Chrisee — Mon, 05 Oct 2026 15:51:26 GMT

@Sway1 you dont need the phone number just use the full address.

Re: No broadband after moving - Openreach database problem

Sway1 — Fri, 09 Oct 2026 06:13:43 GMT

So the link confirms I can get broadband to the property & address is fine.

No update from Sky or a resolution on what the problem is with Open Reach. Seems as if no one is bothered at Sky to sort this & I can't push Open Reach for a resolution. Poor customer service & very frustrating 😞

Re: No broadband after moving - Openreach database problem

Chrisee — Fri, 09 Oct 2026 06:23:05 GMT

@Sway1 @if the database search returned something sensible it does not sound like a database error could it be simply the last occupier has not cancelled their broadband service? This does happen and given you cannot have two services on the same line Openreach cannot accept an order until that is cleared.