My address is not listed
Guide reference: HG-0077
Quote this reference if you contact us about this guide.
Approx. 3 min read
Why Royal Mail listing matters before we can order your line. We check your address against Openreach and the Royal Mail national address database.
Don't worry if we say your address is not listed. This is common for new builds and recent address changes, and it can be fixed before we order your line.
Quick answer
We check your address against Openreach and the Royal Mail national address database. If it is missing, register or correct it with Royal Mail first, then contact us.
More detail
Before we can order a phone line or move your service, your address must appear on official records. Openreach relies on Royal Mail data to build the address records used for line orders.
If your home is a new build or your address changed recently, it may not be listed yet. That does not mean we cannot serve you. It means Royal Mail must list the address first.
Once Royal Mail confirms your address, tell us the exact formatted address so we can check again and continue your order or move.
What to do
Check whether your address appears at Royal Mail Find a postcode: https://www.royalmail.com/find-a-postcode
If it is missing or wrong, use Royal Mail update your address: https://www.royalmail.com/personal/receiving-mail/update-your-address
Wait for Royal Mail to confirm the listing. This can take a few days or longer for new builds.
Write down the exact address and postcode exactly as Royal Mail shows it.
Contact us with that formatted address so we can recheck and place your order or move.
Tell us early if you are moving house so address checks do not delay go-live.
Common mistakes
- Using a nickname or unofficial house name not on Royal Mail records.
- Typo in the postcode when checking or telling us.
- Contacting us before Royal Mail lists the address, which blocks the order again.
- Not telling us after Royal Mail confirms, so your order stays on hold.
Things to know
- See How to tell us you are moving for move dates and details we need.
- See Moving with a Physical line for new-build line work after the address is listed.
- Hybrid and Mobile services still need a correct service address on your account.
Frequently asked questions
How long does Royal Mail take?
Often a few days, but new builds can take longer. Check their confirmation before contacting us again.
The address shows on Royal Mail but you still cannot find it?
Contact us with the exact address as Royal Mail displays it so we can recheck.
Does this apply when moving house?
Yes. Verify the new address is listed before your move date where possible.
Still not working?
After Royal Mail confirms your address, Use Contact us with the exact formatted address so we can continue your order or move.