Openreach installation needs scaffolding

[bradread]

Hello, an Openreach engineer recently attempted to install broadband but was unable, I live in an attic flat. He said he needed scaffolding to do this and left. Someone from Vodafone called and said the address is wrong and to call Openreach. The flat is sometimes Flat 3 55-57a and sometimes without an a. The official Royal Mail address finder has the address with a a.

I can't call or contact Openreach, their website says the contract and contact is with the service provider, not them and to contact you.

Can you check what is to be done or what the next steps etc are. I tried to talking to the chat bot, but got no where as I don't have an account set up yet.

[Tal]

Hi @bradread, We can definitely check on the system on our side and on the Open Reach system to see if the address is showing and we can process the connection, but this does mean the team may have to create an account for you and try to place an order.

You can check availability of the service on our website to start as this gives the first confirmation if it's an available address or not then you can speak to the team and take the next steps, if it's not available on the website from the start then we wont be able to connect the service to the address.

You can reach the team on - 03333 040 191 from any other network/landline. Also, webchat here 👉 https://vodafone.uk/2yfUgNH, and our website here - www.vodafone.co.uk.
 

[bradread]

Hi thanks for the reply. The availability checker shows it as available. I already have an order in progress, I have the router and the Openreach engineer came out to do the install. Can you carry on with that order?

I called the helpline and there was an issue verifying the account and I was told to go to a shop with some ID. I'm going to my local Vodafone shop tomorrow, so will see what they say.
The problem at the moment is that Openreach said they need to install scaffolding, but I don't know if that's being done, or what is happening next.  I've waited weeks already and don't really want to start the whole process again, only to be told they need to install scaffolding again.

thanks,

[Tal]

You're welcome. If you have placed the order already and the team have visited your home and advised they need scaffolding to get the service to the flat, then they have raised it to the internal team Open Reach have. Normally when they are going to visit again to get the work completed they call or sent a text before hand to let you know.

At the moment if you can visit the store with ID so we can update the account then contact the team again pass security, we should be able to see any updates or notes from Open Reach and what steps are being taken to get the service activated.

[Cynric]

@Tal Sort your font size please. My eyes are not that good 😊