ORDI Request for Openreach (address silver matched)

[pieron187]

Hi, 

I'm having a bit of flustrating experience with Vodafone customer support. I'm trying to get Fibre Optic Broadband but there is some sort of mismatch between Openreach data and Vodafone. Basically my address is SIlver matched in the database (only one on the entire street due to some sort of mistake). I spoke to Openreach on 2 occasions and in both cases I got told that it's a very simple process that service provider (Vodafone) needs to follow. Below is a message from Openreach that details what needs to be done. 

There is a mismatch of information between ourselves and the providers which is preventing an order. This is called a data integrity issue.

To have this resolved you must contact the provider you wish to go to and ask them to complete an ORDI. All service providers have access to the Openreach Portal, they need to complete the ORDI form and await for us to respond. this normally takes about 3 days. Only the service provider can do this. If they are unsure what to do I have attached the instructions below. You can forward this onto the provider.

Raising a new ORDI request

All submissions into the ORDI robot must be done using the formwise on the Openreach portal.

A request to the ORDI robot is created by completing a formwise which can be found at:

1. Go to http://www.openreach.co.uk

2. Log in to your own account

3. Click Customer IT Zone

4. Click ORDI new request

I spoke to Vodafone customer support representative and his manager, but it seems like they are not willing to resolve that issue and kept saying that I need to contact Openreach directly. I offered them to send them these instructions but they insisted that they can't do anything about it and were not willing to even give me the details of someone who could look into it. Really terible experience so far. 

Is there someone at Vodafone CS who will be able to help me with this?

[TJ]

Hey @pieron187, thanks for getting in touch. So we can take a closer look into getting your address updated,

please get in touch via Facebook; or contact us on Twitter. You can find more information on doing this here. Please provide a link to this thread, along with your username; so you won't have to explain yourself again too.

Pop back to me here on the Vodafone Community when you've done that and I'll make sure that you're directed to the right person to help.

[pieron187]

Hi @TJ, 

I've send a message to VodafoneUK on Messanger with all the details you mentioned. Thanks

[TJ]

Brilliant, thanks @pieron187. I've found your post, when you've provided all the details needed; I'll pass these to one of our Broadband Specialists who's going to check on the ORDI for you 👍 

[pieron187]

That's great! You are a star @TJ 

[s-nas]

Hi TJ,

I have the same problem as described in the above post. Any chance you can help me resolve this issue please?

[Mark]

Hey @s-nas, have you followed the advice in @TJ's earlier message and contacted us through Facebook or Twitter? If not, remember to include a link to this thread. It'll save you having to repeat yourself and help us identify your issue quicker.

[s-nas]

Hi Mark I have messaged on Facebook messenger and have included a link to this thread.

[Mark]

Thanks for updating us @s-nas, either myself or one of my colleagues in the Social Media team will be in touch as soon as we reach your message. We normally respond within an hour, but as I'm sure you can understand, we're extremely busy at the moment and it may take a little longer than usual 😊

[jramirez]

Hi @Mark

I have the same issue described above, I will message trough tweeter with a link as requested. But just wondering if this will still solve my issue.

Regards,