topic Re: Openreach database issue in Broadband & Landline

Openreach database issue

dg991 — Wed, 07 Jan 2026 11:14:36 GMT

I have had and used part-fibre since moving in in 2019, however at some point since then openreach seem to have done something in their database and now whenever anyone in the block tries to place a new order (e.g. switching providers) it apparently shows that broadband is not available at the property. Interestingly on the openreach online address checker it does show correctly that I can receive part-fibre, but that doesn't seem to be showing to providers' own systems. Equally, my address is correct on the royal mail database.

Two of my neighbours have succeeded in contacting openreach directly who have updated this for them, but it now seems impossible for a customer to do that, and they just direct you to providers.

I have spoken to a number of providers, most of whom have told me that they can't help - system says no broadband available. After researching online I think it might be a provider needs to do an ORDI request? I did ring up EE and someone in the sales team said they would ask the connections team if they can do that, but that was on 11th December and I haven't heard back about that. When I've called in and spoken to the sales team since it seems that nobody can access any updates and I've just been told to wait for a call from the person who raised it, but I don't know who that is.

Any expert advice much welcomed!

Re: Openreach database issue

JimM11 — Wed, 07 Jan 2026 11:25:08 GMT

@dg991 What is your issue, the gaining provider has to do it, if they care not then nothing is going to happen!

Openreach amended ORDI Process for address correction

Re: Openreach database issue

XRaySpeX — Wed, 07 Jan 2026 13:46:37 GMT

What does BT Wholesale Broadband Availability Checker estimate for your landline number? Post the whole table and the line above it, blanking out your phone number. If it doesn't recognise your phone number or you don't have one, use the Address Checker.

Re: Openreach database issue

dg991 — Wed, 07 Jan 2026 14:04:10 GMT

So for my address it says: We cannot determine broadband availability at this location. This may be a new address to which connectivity is not yet complete.

Interestingly, my neighbour (same building, 2 doors down) managed to get openreach to update something 2 years ago and his shows the below, which assumedly is what it should be showing for mine too?

FTTP is not available.

Re: Openreach database issue

XRaySpeX — Wed, 07 Jan 2026 14:10:06 GMT

ISPs go by the BTw Availability Checker info, as above, not the OR Checker. So your issue is with that.

Re: Openreach database issue

dg991 — Wed, 07 Jan 2026 14:33:55 GMT

Ah, thank you. Who do I need to contact to correct that then? BTWholesale directly?

Is there any relation between this and OR? Two of my neighbours got someone at OR to update their system and then ISPs were able to see them, or at least thats what they think happened!

Re: Openreach database issue

XRaySpeX — Wed, 07 Jan 2026 14:41:22 GMT

I dunno! I always thought it was sufficient to have a valid addy on the Royal Mail database. Maybe it's part of ORDI process that @JimM11 mentioned, which can only be initiated by ISPs.