Line set up as silver but needs to be gold

[LeaQ]

Hi there,

We're experiencing issues with the broadband set up in our flat as the line is set up as "silver" on Openreach, but needs to be upgraded to "gold". I've emailed Openreach, but can a ticket be raised on Sky's side as well?

Thank you,

Lea

[cookiemonsteruk]

@LeaQ 

Silver Address Definition:

A silver address is an address that Openreach recognizes as valid based on the Royal Mail's PAF, but it doesn't have a corresponding record in Openreach's own database indicating a previous service installation. 

Why it's "Silver":

This typically means the property is either a new build that hasn't had a phone line or broadband service installed, or a property where a service has been cancelled and the Openreach database hasn't been updated. 

What it means for you:

If you're trying to get a broadband or phone service installed at a silver address, you'll likely need to request an Openreach "ORDI" (Openreach Digital Infrastructure) to get the address registered and upgraded to a "gold" address. 

How to proceed:

You can contact your service provider (like BT, TalkTalk, Sky, etc.) to initiate the ORDI request, and they will then work with Openreach to get the address upgraded. 

ORDI Request:

The ORDI request is a process to create an address key for the property, allowing Openreach to identify it and install the service. 

The ORDI is an Openreech database Integrity check means sky needs to fill outan online form to openreach to update your address to gold

Contact sky as below

Follow the link and choose need more help

https://www.sky.com/help/home/

If in the Republic of Ireland go to the bottom of the page and change the flag to Republic of Ireland

[LeaQ]

Thank you for all the info!

The problem is that Sky told me they can't raise an ORDI. Was that information incorrect on their end?

Thank you,

Lea

[cookiemonsteruk]

@LeaQ 

I have sought clarification from our communitymanagers to see if we can escalate directly to sky

But as far as i am aware the ordi has to be submitted via your existing/prospective isp .  I'll get back to you once updated

[cookiemonsteruk]

@LeaQ 

I am afraid that's something sky cannot do 

[LeaQ]

Thank you!

We don't have an existing isp yet as we moved into the property at the beginning of March and have been trying to get this issue solved with Sky ever since. What's best to do in this case?

[FLC]

@LeaQ 

Unfortunately it's not at all uncommon for first line staff to have little knowledge of anything non-standars across all budget ISPs. You need to call again & ask for escalation if the call handler can't/ won't progress this. Ultimately you may have to raise a formal complaint or consider another ISP. 

I'm not sure why @cookiemonsteruk has said Sky can't do this?

You could simultabeously try this form direct with Openreach. There are mixed results of success as like Sky, it's pot luck getting through to someone who is able & wants to help. "Computer says no" is a great excuse for doing nothing...

[LeaQ]

Thank you for your help! I'll keep calling.

[cookiemonsteruk]

@LeaQ 

@FLC i didn't clarify that my update was that it can't be escalated to community on  line chat and as sky have already said the same I guess it's up to openreach to follow up