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TrebleTA
Scholar

Open Reach Address problem.

I've noticed that my address is not on the openreach system. I contacted the bt wholesale team and they said

"If your address is not correct, this would be an Openreach issue as they run the network, your ISP should have a process to get to get this resolved with them"

For instance if I go to https://www.broadbandchecker.btwholesale.com/#/ADSL

My address is not on the system I have to go another way to get a UPRN.

So what to do

Thanks

33 Replies
gavs82008
Legend 5
Legend 5

@TrebleTA 

Give the broadband team a call in the morning using the number in the link below.

https://help.nowtv.com/article/how-to-submit-a-broadband-complaint1

FYI that I do not work for NOW, just a NOW customer trying to help
Jayach
Expert 3

Are you with Now, or looking to join them?

TrebleTA
Scholar

Yes I am with NOW Boardband, and have been having tech issules.

Jayach
Expert 3

Strange, as presumably your address was correct when you joined. As @gavs82008 says call them tomorrow, but is there any advice we can give on your tech issues?

TrebleTA
Scholar

Well is openreach address system, my house was built about 20years ago, yet they havent updated, Now TV as far as I know have my adress, but when checking my line I'm getting wrong info.

TrebleTA
Scholar

Tech wise, I was getting 67***kbps down and I was getting 16**kbps up. Had a line problem, 4 engineers later, now I get 60***kbps down 10**up.

I've notice strange lag and errors sending data. My down line is using  Interleaving my upline is using fast path. Yet dont think it's the problem. Now will not do anything I'm over the min.

Now Tv think the hand over should be at 38mbps, yet it should be 48mbps, like there getting wrong info. I will link some pictures, as can not post on forum shortly.

TrebleTA
Scholar

https://ibb.co/MG4tv3f
https://ibb.co/mBzmCg7
https://ibb.co/8MhFqYB
https://ibb.co/z29vvBn

Also I am under 200meters from the cab, also the cab info changes.

There are some pictures. Stats from the Now TV device, and also from my 3rd party device.

TrebleTA
Scholar

Jayach
Expert 3

On todays cab info the heading is cut off. Are you using the phone number for both? The address checker can give different results to the number checker. The cabinet number should be the same though.

The checker does change over time though, originally it gave me somewhere in the 70's but now it's 80/20, presumably because my line has been running at that for a while.

Opera Snapshot_2022-08-30_133103_www.broadbandchecker.btwholesale.com.png

As for posting pictures I believe there is some threshold you have to pass before you can post them, although I got high up the rankings and still couldn't. I had to get a Mod to sort it out.

TrebleTA
Scholar

Thanks for the update, and that's my problem the site can not find my address, so use UPRN.

TrebleTA
Scholar

Yet its cab 52, I'm out today so will not get a chance to call but NOW needs to contact Openreach.

Jayach
Expert 3

Looking at the Asus reading there does seem to be a line problem, although the sync is low compared to what you would expect from the BT checker, the SNR is also low. Have you tried in the test socket? 

If the SNR is varying over time by more than a couple of decimal points it is indicative of line problems.

TrebleTA
Scholar

Aye I've had 4 openreach engineers all saying I should have better, and part fixing a problem, yet leaving with out sayong a thing. I have said this to NOW but when I say about SNG siginal margins they start talking wifi! And not willing to send another engineer for what ever reason.

I've changed the master socket from the newer open reach to a older style, also renewd the dsl cable.

TrebleTA
Scholar

Also 1 other thing I have noticed with the ISP device and the asus, I get the dsl line, but signing in can take 10 minutes to sync. Bit slower on the asus.

Also notice up line is fast path

Jayach
Expert 3


@TrebleTA wrote:

I've changed the master socket from the newer open reach to a older style, also renewd the dsl cable.


That seems strange, the newer sockets are presumably better. When I had problems the first thing Openreach did was replace my old socket with a new one with a test socket. I also persuaded the engineer to fit a filtered faceplate. (It didn't take much persuasion, I just said "don't I get a filtered faceplate?" and he said "Oh would you like one I'll get one from the Van")

The problem we have now is, with the copper due to be redundant in a few years Openreach don't want to spend too much on keeping every line perfect. As long as you get the "handback" figure they will probably feel that's good enough.

TrebleTA
Scholar

I'm now using my mk 2 socket with faceplate, I was using the newer mk5 think it is with the rj45 socket.

Yes that's right about the copper line, my main line problem started when they was pulling the cable for the new Full Fiber to the pool, 

Only other thing i would like to question is my 3rd party WAN settings. So I orginaly had sky Boardband but wanted a extra £30 a month so swapped to Now TV  Boardband.

So the option 61 is the same as it was for sky. So for the now in setup I've used the Now ISP device Mac then @skydsl.

Could this be a issule before when sky I was say abcdef123456 @skydsl, inc the | then a fake password

TrebleTA
Scholar

Noticed on asus setup wizard on sky would be just a number, yet done on now I get a number in ""

Jayach
Expert 3


@TrebleTA wrote:

Only other thing i would like to question is my 3rd party WAN settings. So I orginaly had sky Boardband but wanted a extra £30 a month so swapped to Now TV  Boardband.

So the option 61 is the same as it was for sky. So for the now in setup I've used the Now ISP device Mac then @skydsl.

Could this be a issule before when sky I was say abcdef123456 @skydsl, inc the | then a fake password


If there was a problem there I would simply not expect it to work.

I'm not on Now, but I though if you were using the Sky_MER setting on the ASUS, that was all you needed to do, no extra information. Do you have the latest firmware on the ASUS, or are you using one of the 3rd party firmware's, such as Merlin?

Edit, just realised I should have been able to work that out from your picture.

TrebleTA
Scholar

I was using merlin, swapped back to asus when I was getting issules. As you have noticed, makes me think, if the option 61 can be anything I may revert back to the default Asus issules in the setup wizard see if any change, also will be reverting back the master socket. Thanks for the info. Will try get this address issule sorted, yet not sure how that will go, as its btwholesale site, yet they was ones who said above.

Jayach
Expert 3

Have you got your UPRN. Until I did some reading up because of your query, I never realised how easy it is now.

UPRN search, address & postcode finder - FindMyAddress