I've moved address and EE can't find my new address

[Owen247]

I've been an EE phone/fibr customer for a number of years.  I've now moved home and my address is on postcode finder. However EE is unable to find my address on their database, which they share with BT and apparently provided by Openreach.  EE inform me that they are unable to transfere my account to my new address as it doesn't come up on their search. I've contacted Royal Mail postcode finder who inform me that they are reliant on businesses updating their owen databases and have no control over how often this is done.  I have a business and rely on using my house phone and fibre plus.  I'm on a contract with EE and they say as they can't find my address they will release me from the contract and look for another provider.  I'm not impressed as EE should be taking this further and resolving the problem but they don't seem to want to.  Has anyone else experienced this problem and how was it resolved.

[Mustrum]

Is this a new build and is there any existing telephone line? Or has another telecoms provider installed a connection?

[mikeliuk]

Hi @Owen247 ,

Inside your property, do you see any OpenReach master socket similar to those shown at the following link? https://www.bt.com/help/broadband/getting-set-up/home-networks/a-wired-home-network/what-type-of-mas...

Almost certainly, you will not have an OpenReach ONT. https://www.bt.com/help/broadband/whats-an-openreach-modem-ont

I would recommend that you ask your neighbours what wired broadband options there are on your street. If there is no appropriate physical wire going to your property, it will simply not be possible for EE to then provide services down a wire which does not exist. Providers other than OpenReach may have optical cable to your property (as for mine) and then that other provider may be able to offer you services. (Virgin Media may have cable going to other properties on your street.)

If you find no suitable wired option, you may then go for 4G LTE mobile broadband, as I have.

[Owen247]

I've moved from the house next door and trying to transfer my ee phone and fibreplus so there is no issue with getting the service.  Only problem is that there is no line or box into my new home.  EE don't seem to be interested in taking the matter further to resolve the issue of updating their database.  Like any software one has to update and they don't seem to have updated their database linked to postcode finder. I've gone onto plus net website and they have the facility to update the address manuely if it doesn't show automatically when entering the post code. For some reason ee nor BT as well as openeach don't have this facility.  I'm now paying £49 to have a line installed through netplus by engineers at openreach. Lets see where we get to then!!

[Owen247]

my home is a chalet that is registered through the council and recorded on postcode finder. My address comes up in my ebay account, Parcel Force as well as building and content insurance as well as numerous other sights.

Plus net are going to install a new line to the property but the engineers will be from openreach to do this (though when I checked my address on openreach website, my current address didn't come up). EE customer services informed me that they as well as BT get their address information from openreach address database, which obviously don't update the database via royal main p/finder updates.

[mikeliuk]

Hi @Owen247 ,

I agree it's a surprise that EE would be too lazy to arrange installation of a line as they must be able to see that you have moved just one door across.

In my previous property, I used Virgin Media for many year but although there were telecom sockets, BT still needed to arrange for a physical line to be run from a post across the road.

Glad to hear things are progressing even though your previous provider seemed unwilling to help.

Presumably the database is correct that you have no line, and once the line is installed, the database will be updated to reflect that.

[pip11]

Once the line is installed the Openreach database will be updated (usually the following Friday afternoon). Although Openreach use the Royal Mail postcode database it is not enough to inform what services are available to you. It depends which cabinet you get connected to, postcodes can be covered by more than one cabinet hence the need for a landline. Why EE didn't suggest this is anyone's guess.

Had you come here earlier you would have been informed of the need for a landline.

[XRaySpeX]

PN is part of the BT Group as is EE & BT Retail. They all have the same facilities & methods for registering addys on the OR database if they are not already present.

What does BT Wholesale Broadband Availability Checker's Address Checker estimate for your new addy? Post just the whole table and the line above it, blanking out your addy.