Can't provide at new address as house is 'silver connection'

[pistonbroke]

I'm in the process of moving home, and prior to pulling the trigger in the move I checked the broadband on a generic check website.  It stated there was FTTP.

I then started the ball rolling today with informing sky of the move when I was informed that the new address is 'silver' in their systems and they can't supply to it.  

On checking on openreach website, sure enough it shows there's no connection, yet on the BTchecker website it shows that it does. 

The property is semi detatched and the neighbour is showing as having a FTTP connection, but not mine.  Sky have advised me to contact openreach and get them to update the property to 'gold', but that's easier said than done.  I've sent an online enquiry, but everything on their website says that the service provider has to raise a request.  I've asked Sky to raise a request with openreach but they've stated it's not something they do, and it's down to me to sort out.  Bit difficult when there's no way to contact them from their website.

Someone must have had this issue before, if so how do you go about sorting it?

Many thanks.

[pistonbroke · Accepted solution]

Further to my last, when I go to BT's website, thinking they can be my new provider in the event that I can't get this sorted.  The address doesn't even show up from the postcode.  My neighbours does, but not mine.

[pistonbroke]

Here's the broadband checker showing there's a connection at the property.  Yet on this link, https://www.bt.com/broadband/affiliate-offers?s_cid=con_bt_dg-home_ess_ppc-brand_vidZ60&vendorid=Z60...

the address doesn't even show in the list.

[Daniel0210]

@pistonbroke 

Your image has been rejected as it shows the full address. Feel free to resubmit it with that top line blanked out. 

[pistonbroke]

[cookiemonsteruk]

@pistonbroke 

As of openreach last survey active ont and service exists, That may be a block if anyone previously there hasn't cancelled.  It would then be a ceased line 

[pistonbroke]

Sorry, I have no idea what any of that means.

[cookiemonsteruk]

@pistonbroke 

The equipment is there  but someone be using it. You may ask sky for a new line whilst the old line is sorted

[pistonbroke]

someone is using the line, but on a different property?

[cookiemonsteruk]

@pistonbroke 

Whatever address you put in shows an active line.  Is this a new  build?

Was this previously a site number that now has a full postal address?

[pistonbroke]

The property I'm told was built 15 years ago.  It's a semi detatched house on a farm.  

[cookiemonsteruk]

@pistonbroke 

Use the online form below and in the drop down menu use i can't get fibre but my neighbours can. 

https://www.openreach.com/forms/fibre-broadband-availability---customer-form

[pistonbroke]

I completed that earlier.  I'll update this thread with a response from them if I get it.

I've also posted this on the openreach reddit thread and had this response from a user there.

"If your neighbours are fttp active? Speak to the Sky Order Recovery team to raise a Formwize to Openreach. This will investigate the address key issue.

(removed)

"

Does this sound like something you've heard before.

Moderator note: Removed phone number.