Openreach Silver Address

[ShakirJaviad]

Hi, 

I was looking to switch to Sky but can't find my address as available for ultra fast full fibre despite my neighbours having it as available. I contacted Openreach and they told me my address was a silver address and Sky or whoever my provider is can update the records and I should be able to place an order. 

Anyone have experience with this issue and how I can get it resolved?

Thanks.

[cookiemonsteruk]

@ShakirJaviad 

Could you enter your full postal address below and post the table after removing you address from the image

https://www.broadbandchecker.btwholesale.com/#/ADSL/AddressHome

Ultimately i believe your current provider has to raise a ORDI (Openreach database integrity) form to OR to update the address

[ShakirJaviad · Accepted solution]

Hi @cookiemonsteruk thanks for the response, really weird one, when I enter my address I get 'Your address has been successfully matched; however we cannot determine ADSL availability at this address. Please try the Telephone Number or Postcode Checker.' But doing both shows me the same message. 

I'm trying to switch from Virgin Media to Sky.

[cookiemonsteruk]

@ShakirJaviad 

Ah , then Virgin cannot issue an ORDI form. That message would be typical of a house that has never had a bt openreach line or has been outside the openreach realm for such a long time that the line doesn't show.

How did you contact openreach the last time?

[ShakirJaviad]

@cookiemonsteruk from this link: https://www.openreach.com/forms/fibre-broadband-availability---customer-form annoyingly they responded with a no-reply email address. I would have thought they could update the records on their end. 

[cookiemonsteruk]

@ShakirJaviad 

Try it again using the "i cannot get fibre but my neighbour can" and state you are with Virgin so they can't help updating your address to gold. If the the email address you use doesn't allow you to procede try another one

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

[ShakirJaviad]

Thanks @cookiemonsteruk will give it a try.

[ShakirJaviad]

Thanks @cookiemonsteruk for your reply here, adding some additional info incase someone in a similar position has this issue.

After speaking to Sky they were able to tell me that my address was not listed and that I need to contact Openreach to get added to the database for fibre broadband. Since my next door neighbour can get all speed options, shouldn't be a problem for me to get the same but Openreach will first need to add my address. I've contacted Openreach to get added and waiting for them to come back to me. 

[Milliejean3]

Sky are trying to charge me for the 3 weeks I had no satellite signal and twice the advice I got over the phone was the weather was the problem and I would be charged if I asked for the engineer to come out and it was my fault. I eventually sent for the engineer myself online but I have been without TV for 3 weeks and I am also a housebound disabled person and I pay a lot of money to Sky because TV is my life I

Line and I am not going to let them take the direct debit until they have contacted me and first apologised for the way I was treated and virtually made to feel that if I wanted the engineer and I was responsible for the problem I would be charged a lot of money and I was receiving texts on a daily basis asking if I still needed the engineer and if I wasn't in or cancelled the visit I would have to pay. I really felt upset and embarrassed to be honest and couldn't sleep the night before. The engineer was great by the way. I want to know how to have Sky not charge me and I want some kind of apology and reassurance that I will be treated with respect in the future 

[Chrisee]

@Milliejean3 attaching your post to a thread about a completely different Sky service is not likely to get you the help,you want. Which Sky TV service do you have so someone can movecyour post to the right forum?

In general legally you own the satellite dish yourself and repairs are your responsbility after 12 months. Sky will send out an engineer but whether you get charged depends on the TV service - Q customers tend to be charged less often - and whether you are still in the minimum period of your contract that is part of the terms  and `conditions you agreed to unfortunately.

That Sky waved the charge in your case is good but just like a TV aerial dishes do occasionally need repairs or replacing as they are affected by weather. 

[Mr+Flibbles+86]

Hi there, I have escalated your post to our Community Messaging team who will invite you to a private chat shortly and help you with this.  
Just look out for the blue bubble to start the conversation. 
Here's more information on how Community Messaging works - https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147  

[Addie15]

Update-We have not received further communication on the chat within 48 hours, so we are closing this session now. If you still require help on this matter, please get back to us, so we can  re-escalate this for you. Thanks.