OpenReach ask I submit an ORDI request to Sky

[jayuk78]

Hi community team

I'm in a bit of a pickle and I need your help please. I have been with Sky for 12+ years and this is for TV and Broadband. I have been very happy with both products. However, I have an issue that I don't know how to resolve.

My property is listed under both a house name AND a house number, but not both. This is causing me a huge headache when I'm trying to upgrade to full fibre (FTTP). Sky have got my account listed under my house name rather than my house number and when I try and upgrade to full fibre on the sky website or via the app, it says that only part fibre is available at my property. However, when I do a search for full fibre on OpenReach or via other broadband providers using my house number, then it shows FTTP full fibre is now available at my address.

I have reached out to OpenReach and explained the situation to them and have sent them a copy of my council tax bill that confirms my name and my full address (that shows my house name AND house number). They have confirmed that FTTP is available at my address but as my current provider (Sky) have me recorded as a House name only (and not the house number) they cannot amend the records their side. 

To resolve this and get my address updated with Sky, I need to "raise a request with the ORDI team" for the address to be corrected and so the address (or both addresses of my House Name and House Number) get updated with OpenReach so they know FTTP applies to both my house name and house number as they are listed as two different addresses with Sky when in actual fact they are the same address!

So, my two questions are as follows:

1) How do I raise an "ORDI Request" with Sky so they know my house name AND House Number are the same address and not two separate addresses and that FTTP is now available at my address, regardless of whether it's under the house name or house number.

2) How can I get my address on my account with Sky updated to show both my house name and house number. Right now, when you do a postcode search on the Sky website it has my property listed as 2 separate addresses on the drop-down when in actual fact, they are the same address. The issue is that Sky only has my address listed under my house name and this is not correct and it's not pulling through to OpenReach records correctly.

I have my council tax that proves my property is known as both a house name and a house number. I just don't know how to get this resolved in any way whatsoever.

Please help!

[jayuk78]

PS: This is not a house move request or a request to change provider. I simply need my address updating / amending and an ORDI request submitting via Sky to OpenReach.

[Chrisee]

@jayuk78 this does turn up from time to time and getting Sky's customer services to get this type of thing done can be challenging . However I am going to escalate your issue to a Sky team who support the forum who are pretty resourceful if anyone can find out how to get this done its these guys. Can you post if they can sort this or not as it will be a useful information point for the forum

See here My Post Has Been Escalated – What Happens Next on Sky Community

[jayuk78]

@Chrisee of course I will post an update. I just don't know where to start and I've heard that doing this phone can be nearly impossible as no one at first tier customer service seems to know how to update address records (without moving house - which is not applicable in my case) or how to submit an ORDI request to OpenReach. 

Thank you for replying. I really hope someone from Sky can help. I've got all my account details ready and proof of my full address showing my house name AND number ready.

[Chrisee]

@jayuk78 I have made the request hopefully you will hear from the team quite soon and 🤞this works. 

[jayuk78]

@Chrisee thank you so so much.

I've managed to get my council tax bill and Royal Mail post code checker screenshot to prove that the house name and house number are the same property and not two different addresses. What a nightmare 😵‍💫😵‍💫..... All I want to do is upgrade my broadband and stay with Sky..... I just can't do it because of this erroneous address issue. 

I'd never heard of an "OpenReach Data Integrity (ORDI) request" until today! This is all new to me 

[arcadeavenger]

Thanks for escalating this @Chrisee . We’ve sent @jayuk78  an invite to chat.

Please be aware conversations automatically close if there is no response within 48 hours. Thanks, Becca.

[jayuk78]

@arcadeavenger @Chrisee I have sent the full details via the chat bubble now. 

[Chrisee]

@arcadeavenger there will be a bit of back and forth butvthe key think is the outcome which inevitably will take a few days if not longer.

[jayuk78]

@Chrisee @arcadeavenger 

This is exactly what I didn't want to happen as I need to provide proof of my address on my council tax and Royal Mail postcode checker. I have no idea if someone can help me with an email address because I am fearful of speaking to Sky and not getting my point across properly in a phone call plus I cannot provide the evidence. Screenshot of the Sky response below and attached 😟😟😟

"Hi,

Thanks for reaching out regarding your address missmatch.

We don't have access to ORDI from here to be able to raise the request to update your address on Openreach's end and on our end.

To make sure you get the right help with this you will need to contact and speak with our Order Recovery team, this is a dedicated support team who can help resolve missmatch issues with your address on the Openreach network. The best way to contact the team is to call us."

 

[Chrisee]

@jayuk78 Sorry thst thecescalation did not work. Sky's order recovery team are the guys you need as they have additional means of contact with Openreach which the main customer service agents dont have. I will ask a different Sky contact as to what he recommendsxand will post anything useful I get back

[Chrisee]

@jayuk78 my Sky contact has checked and advises that an ORDI request is something a phone agent can raise directly if they access the right part of their system so use the term ORDI. The order recovery team are not directly customer facing so you cannot be transferred to them. My own experience is the phone agents are in the main very helpful. I appreciate your concerns but some of these interchanges has to be done in person not over chat and Skype doesnt offer email.

Best of luck

[jayuk78]

@Chrisee @arcadeavenger I've managed to make contact with sky and send them all the info and proof of my council tax bill, land registry entry and royal mail post code checker to prove my address and what it needs to show across all my Sky accounts and for the data to match with OpenReach. I have a final chat with Sky at 5pm today so they can update everything (we tried it yesterday but the data didn't pull through correctly and Sky can only make 1 change to the address every 24 hours). So, hopefully this will be completed today. I will update you when it's done. It's been quite hard work, even for the specialist team, but we are nearly there.