If you are requesting that Gradwell also provide a line for your broadband service, you may occasionally encounter issues placing the order if the site address is not matched on the Royal Mail database. This article explains why the issue is important and how to resolve.
Why the site address is important
When an order for a telephone line is placed Ofcom rules state that:
The Communications Provider shall, to the extent technically feasible, make accurate and reliable Caller Location Information available for all calls to the emergency call numbers '112' and '999', at no charge to the Emergency Organisations handling those calls, at the time the call is answered by those organisations
This means that Gradwell have an obligation to ensure that accurate address information is passed to the emergency services, and as there is always a chance that your line could be used to make an emergency call this obligation is taken seriously.
Addresses are checked against the Royal Mail address database (also known as the Postcode Address File or PAF). This a Royal Mail database that lists all properties that the Royal Mail have on their database. If your address is not listed or is incorrect (eg the business name of the previous tenants of the building you operate from) on the PAF database then you will need to apply to Royal Mail to have it added.
Incorrect business name
The business name referenced in the Royal Mail database is used by the emergency services to help locate a business. For example, "Acme Ltd" is easier to find on a trading estate than "Unit 3". Therefore if you have moved into a building that another business previously used we may find that their name and not yours is listed in the database, and it will need to be updated.
Adding your address to the Royal Mail database
If Gradwell encounter an issue fulfilling your order due to address issues, we will request that you contact Royal Mail to get the issue corrected. Please note that Gradwell is unable to do this on your behalf.
You can either contact the Royal Mail using this online form or by calling them on 0845 6011 110 and request that their database is updated.
The database is usually updated within 48 hours and we can progress your order as normal.