We want to inform you of some new updates to the Metis portal’s broadband features.
Updated Main Menu
As we continue to improve our portal with new features, our Broadband section has expanded significantly from just a simple broadband report to a fully featured end-to-end ordering platform.
Your Broadband page in the Metis main menu now contains:
- Order
- Place a broadband order.
- Manage
- Manage your existing broadband services.
- Estate
- Overview report of active and ceased broadband services.
The help page has been updated to reflect these changes:
How to use the Broadband manage report and view order details and connection information
Broadband Update – Silver Address Orders
Metis now accepts Silver Address Key orders. Silver Addresses are listed at the bottom of Availability Checks in the ‘Silver Addresses’ section.
These addresses are in the Royal Mail database but lack installation records in the Openreach database.
Please note that Silver Address orders are semi-manual and require our support team to work with the supplier. Since these addresses do not exist in the Openreach database, they may face planning delays and require a site survey.
Our support team will provide updates throughout the order process.
For more information, read our help page: How to Place a Broadband Order for a Silver Address.
Appointment Type Reminder
We would like to remind Broadband users of the recent Openreach update to Appointment Types earlier this month:
From 1 June 2025, appointed orders (i.e. those requiring a site visit by an Openreach engineer) submitted with an Appointment Type below the required minimum (and where no exemption applies) will be returned to you before the order can progress to Committed status.
The minimum Appointment Type for residential premises will be ‘Standard’, and the minimum Appointment Type for business premises will be ‘Premium’.
For more information on the new and updates features, look at our help guides:
- How to use the Broadband manage report and view order detail and connection information
- How to place a broadband order for a silver address
- Broadband appointment types
- How to place a broadband order
If you have any questions relating to the information above, send us an email or start a chat and we’ll be happy to help.
The Packnet Team
