Silver address

[Catch22]

Hi all, new here and find myself in an incredibly frustrating catch 22

I'm planning to move into a newbuild house but cannot arrange a home move with TalkTalk.  They cannot see the new address on their system and have asked me to contact Openreach directly

Openreach have confirmed the following to me:

---------------------------------

"Thanks for getting in touch with us about the issues you are having ordering fibre broadband for your premises.

I’ve had a look into this and we have no record of a previous service at your address and hence no routing listed for the property.

The good news is that this is just a records issue and can be easily fixed by your service provider, they just need to follow their silver address process and place an order for broadband only service.

If they have any problems placing your order ask them to contact us directly and we’ll be able to assist them (providers are always able to contact us internally for assistance with such matters, I’m not sure why you would have been advised otherwise sorry)."

---------------------------------

I've spent many hours on Talk Talk phone lines getting passed from pillar to post, but to no avail.

This cannot be a unique situation so its extremely surprising that this is proving so hard to resolve - does anybody know how to trigger a silver order request?

Thanks in advance

Catch 22

[Divsec]

Great work. 🪢Unknotted!

[Arne-TalkTalk]

Happy to help, keep us updated.

[Catch22]

Hi Arne,

I can confirm that I've now been able to place a new sales order for broadband.  Can't thank you enough for helping out, until I found this site it felt like a problem that was impossible to solve

/Catch22

[Arne-TalkTalk]

Hi @Catch22 this is the update 

Openreach have provided us with an update. Unfortunately the developer of the sites declined FTTP so it will only be FTTC available. 

This should show on the availability checker in the next 24 hours then an order can be placed with sales. 

You should be able to place an order on Monday

[Catch22]

Thanks Arne.  Just FYI the first property of the three that sold does have an internet connection and I'm sure would have been fitted with the same cabling

[Arne-TalkTalk]

Our prov team our on it,  its seems the one the issues is there is no copper lines , we have chased this with Openreach today 

[Catch22]

Hi Arne,

Did you hear back from Openreach?  I've today learned that my wife's work server will not connect to the temporary 4G wifi router and she needs to work from home most day.  If there is anything that can be done to nudge them along it would be really appreciated

/Louis

[Catch22]

Hi Arne,

Thanks for making the request - it's much appreciated

Apologies for brief spell of radio silence, but we've actually moved into the address in question now hence it's been a bit busy recently.  It also increases the urgency with which I'd like to solve this - I'm managing with a 4G mobile router at the moment, which does the job but is definitely an inferior solution...

/Catch22

[Arne-TalkTalk]

The request has been sent about the silver key issue,  we probably wont get a response till next week but ill chase it up.

[Catch22]

Hi Arne,

Thanks again for responding - this situation is frustrating me but I'm grateful for efforts of those trying to help

I'll add the address details into the private notes

Catch 22

[Arne-TalkTalk]

Unless I'm misreading this, I think Openreach are slightly misunderstanding the issue I think they are thinking its for an upgrade to FTTP (full fibre), if this issue  was at your current property, we as your provider can help, but there is no current provider at the the new property.   

I will ask our provisioning team, Can you add the new address to the private notes in your community profile.

[Catch22]

Hi Arne,

Thanks for responding

This is precisely the catch 22 that I've described.  Openreach have clearly stated that this is merely a records issue and that infrastructure is already in place.  They are also consistently insisting that my ISP should request routing, and if for whatever reason this is a problem the ISP should contact Openreach directly.  I'm not asking TalkTalk to pay for anything, just to pick up the phone to Openreach and ask them to finalise the routing

As the consumer I'm stuck in the middle of an ISP, Openreach, and a developer all pointing at each other.  If I call TalkTalk it takes ten mins of standard questions before they even confirm what I already know - there is no routing, after which they pass me to another department to start again.  Openreach cannot be contacted easily as a consumer, I have to raise tickets which take days to get final responses which are written on no-reply email addresses.  It seems to me like a phone call between TalkTalk and Openreach is necessary to solve the back end routing

[Arne-TalkTalk]

If routing has not been established, we cant place an order as it requires Openreach to do the work, and its not our responsibility to pay for what could be an expensive job, I would advise you to send this to the developers of the property as they have fallen short. 

[Catch22]

It's pretty new.  It's a small development of only three properties, the first of which was sold a few months ago.  My own purchase should complete in the next few weeks, and the third house is still on the market.  Interestingly the owners of the first property have successfully connected to broadband

I had a separate correspondence with Openreach initially whereby they asked for the NSI number, which I provided.  They responded back with the following, which is very consistent with their response I posted earlier:

------------------------------------  

I have checked your address and FTTP is not available to your new build address, FTTP is in the vicinity but out of distance based on the route your connection would run to the property. 
It looks like the developer only opted for a copper connection. 
In regards to getting service for your address, as the address has never had service before, there is no routing assigned to your address. Your provider will need to place an order for standard service to establish routing so that we can see what equipment would be used to connect your property. 
Once this has been done you will be able to view what services will be available to your address. 

Based on some of your nearby neighbours that also don't have FTTP availability, you should be able to get Superfast FTTC once routing has been established

[Arne-TalkTalk]

Its a tricky one, New build installs are notoriously difficult as all systems need to line up. 

How new is the new build?

[Catch22]

Hi Arne, yes the new address does show up on the Royal Mail website.  It was actually set up with a different postcode originally, but has since been changed to the new postcode by Royal Mail - I suspect that may be what has caused something in the process to derail, however I have no factual basis for claiming this

I've had confirmation from both the developer and Openreach that all relevant infrastructure is in place and that this should be a simple records issue, however Openreach won't deal with me as an individual and TalkTalk claim it's not possible to comply with what Openreach are asking.  Ideally I'd like someone at TalkTalk to connect directly with Openreach to figure out how to get this back on track...

[Arne-TalkTalk]

Hi Catch22

Does the new address show on the post office website?  

Ive not heard of a silver address process, also we are not able to request a broadband only service. 

[Catch22]

Hi @Divsec thank you for taking the time to reply.  I've added the details to my profile and look forward to hearing on this topic tomorrow

[Divsec]

Hi @Catch22 your post has been escalated and you should hear tomorrow.  In the meantime please check your community profile and add your landline number and/or account number so your account can be identified. Please don't post personal information here