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?

[Levello]

Hi,

I am having the same issue and need an ORDI request as the info on the openreach database does not match out address, could you please help

thanks,

ROger.

[Effie]

Hey @Levello You will need to reach out to us on Social Media or give the Broadband team a call on 0333 304 0191 so we can get this sorted for you. 

[GRS47]

Hi,

I have the same problem with an address mismatch with Openreach and have been told by them that my exisiting ISP/Landline supplier should contact them to carry out an ORDI request to correct the mismatch. This mismatch is preventing me upgrading to Full Fibre.

I have tried contacting Vodafone Live chat and Broadband support by phone but no one has been able to help. I am hoping that someone on here will be able get this problem fixed.

Thank you.

[Jayach]

@GRS47 

It seems a bit odd, if you are already on Vodafone, that they should have problems upgrading you.

But you are right, it is the ISP that has to put in the request. If you are getting nowhere with standard support, try raising an official complaint. Complaints Code of Practice | Vodafone UK

[Jason]

Hey @GRS47. We certainly wouldn't want you to be missing out on upgrading to full fibre broadband. As advised by those experiencing the same issue; so that we can take a closer look can you please pop over a message to our Social Media team - the reason being is because we don't have access to your home broadband account via this Community channel.

[clint_flick]

Hi

https://www.openreach.co.uk/orpg/home/products/downloads/dialogue_services_product_guide.pdf

Section 3 probably......

1 Alpha then 11 Numeric

Silver or Bronze ALK
 x = an Alphabetic value indicating if the key is Silver (S) or Bronze (B)
 yy = Numeric value for current year (e.g. 20 = 2020)
 ddd = Julian day value for current day (e.g. 007 = 7th January, 365 = 31st December)
 nnnnnn = Sequential number uniquely allocated that day to Temporary Key (e.g. 000001 = First
Temporary Key created that day)

[Bromder]

im having same issue, can someone please help?

[Mark]

Thanks for getting in touch @Bromder. So we can take a closer look into getting your address added to the database, please get in touch via Facebook or through Twitter, provide a link to this thread, along with your username; so you won't have to explain yourself again.

Pop back to us when you've done that and we'll make sure that you're directed to the right person 😊

[wheelej]

Hi, I am having the same problem, there’s an existing Solver Line with Openreach. When I spoke with Vodafone sales today, they said they’ve stopped doing ORDI requests and I should speak with BT./open reach. I cannot contact openreach to enquire as there’s no contact details available and I prefer to have my broadband with Vodafone. Can you help? Thanks 

[clint_flick]

Hi

If VF won't do this, to have you as a customer, it bodes ill for any future contact/contract.