Openreach Reviews

Name: Openreach
Rating: 1.72

1.7 Rating 299 Reviews

17 %

of reviewers recommend Openreach

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1.7

Based on 299 reviews

Shipping & Delivery
Delivery Methods	Own Driver
On-time Delivery	Greater than 6%
Customer Service
Communication Channels	Telephone, Live Chat, Email
Queries Resolved In	Over A Week
Customer Service	1.8 out of 5
Avg Email Response Time	22.75 minutes

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Openreach 1 star review on 25th May 2025

Victor

Openreach 1 star review on 13th March 2025

Anonymous // 01/01/2019

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“Waiting for instalation more than 2 months and still waiting. Very unprofessional”

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Posted 1 day ago

“New customer to BT switching from Sky. We've had nightmares with both installation and call handlers. The BT phone line sends you around in circles providing only a text rather than help. When you complain and get to speak to a person they are incredibly rude, also the engineer was in too much of a hury to fit the hub in the room I wanted. They also went against their own website advice and fitted my router in my spare bedroom on the floor by the radiator water pipes and then say we now have to pay £100 to have an engineer move the router into he room we want. The 14day cool off is a trick - nothing but hassle and rudeness - in my opinion DO NOT SWITCH TO BT, save yourself the hassle and go with a company who can provide the service you want. BT is the biggest letdown!!”

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Posted 5 days ago

“Our broadband has been off 3 days now. EE say it's your fault and there's nothing they can do about the fact you keep pushing the estimated repair date back. 4 times now it has been pushed back. it's been off since 25/08/25 and the estimated repair date is now the 03/09/25. This is unacceptable and to rub salt in to the wound you won't even talk to us. IT'S A JOKE!!!”

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Posted 5 days ago

“Marshall did a excellent job with no mess . Nothing was a problem for him putting the internal box as I wanted it.In all a very good job well done Marshall”

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Posted 1 week ago

“Dreadful woeful company with zero management. Total failure to meet their service level agreements. Should be renationalised and all management fired.”

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Posted 2 weeks ago

“We had fibre and ducting installed at our property which required the digging of a very long and winding trench through wooded areas etc. The guys who carried this out were great, and did a very good job indeed. Very friendly, talkative and always kept us in the loop. Very neat job. Would never know they had been there.”

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Posted 2 weeks ago

“They put a duct and fibre in on my private property without my permission. Then they don't want to be contacted and the problem is every other departments but not the one I contacted. Total bunch of incompetent people.”

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Posted 3 weeks ago

“Waited 5wks for someone to come when an engineer put a cable up in between tree branches that were pulling on the wires and causing damage to our property, we eventually had to get someone to cut the branches down at a cost of £120 to ourselves. Tried to recoup the payment from them, dozens of emails, phone calls to a call centre in India and continually being fobbed of and given other numbers to try. Absolute waste of space, your customer service is dire😡”

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Posted 3 weeks ago

“Dan.... the man.. Professional, polite and quick. Much appreciated 👏 Ch45 area”

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Posted 1 month ago

“I've had an ongoing issue with my internet for several months now, and my main experience with them is that they don't even show up. I had one Openreach engineer not turn up back in May when I had taken a day off work just for this. The same issue has been an ongoing problem, and 2 weeks ago, another engineer said the issue was underground and would involve digging up my garden and the pavement outside to resolve it. I told them to go ahead. After many instances of chasing up with BT (don't ask) about what was happening, I was told Openreach were coming to do the work yesterday, I even had a phone call the day before to confirm. Guess what, they didn't turn up, and BT's response, even when escalated to management, seems to be, we really hope they turn up soon. Absolutely useless from both companies.”

Helpful Report

Posted 1 month ago

“After numerous texts and emails to remind me of the date, time and preparation required, including on the morning of installation, at 8.45am I was informed they were not coming to install full fibre. This shows utter contempt for the effort on my part to re-arrange my diary to be at home, move furniture etc Appalling service !!!!!”

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Posted 1 month ago

“Have been waiting 9 months for BT Openreach to sort my broadband full fibre. Engineer's get sent and they don’t know what they are doing. Lots of false promises. Fed up with waiting and you can’t contact them, you have to wait for them to text you. Awful customer service.”

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Posted 1 month ago

“BT wrote to us - at least 8 emails, texts and calls - confirming they will be coming to us yesterday 23 July, 2025 between 8 and 1 to digitise our system. As we couldn’t be at home then we paid someone £50 to be at our house for the Eric’s in order to let BT in. They never turned up, no communication to cancel or warn they would not be coming. I called BT to complain and ask for compensation. They said they didn’t know why the engineer didn’t turn up (they hadn’t updated their system), and they wouldn’t reimburse us the cost of the ‘BY sitter’ either. Awful, awful service and attitude. We have been with BT for more than 25 years. We will not leave them. A fine example of reputational damage to a (ex) national institution. Shame on them”

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Posted 1 month ago

“The engineer was pleasant and fixed the fault very quickly, so all good.”

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Posted 1 month ago

“engineer got me up and running in thirty minutes lovelly friendly man to deal with thank you for your help.”

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Posted 1 month ago

“we were booked in for an appointment between 8 - 1 no one turned up. then at 1pm they send a text saying Jamie is working on the network and will need to get access to the property. no one turned up, at 2pm we get a text saying sorry we missed you, rebook your appointment!. went on the open reach site for a contact number and all the displayed contact numbers are not in service !!!!!!! what a waste of time.”

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Posted 2 months ago

“We moved to fttp 7 months ago, have had packet loss every single day on a wired connection. People in 3rd world countries have better internet than me. It's horrendous. They should be ashamed of themselves”

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Posted 2 months ago

“Have had broadband speed problem for over 12months I suspect that they either no the problem and don’t want to spend to fix or don’t know what to do terrible service post code ST0 1RE good luck to all the rest of the customers”

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Posted 2 months ago

“One word AVOID.”

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Posted 2 months ago

“Extremely Aggressive Un professional. Tried To Walk Through My Tenement To Check Out Back. I Explained NOT A Walk Through. There's A Hate Access To Gat Out Back. I Dont Have Or Want Openreach. He Proceeded To Be Very Abusive. Absolute Disgrace. Left Me In Fear And Alarm.”

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Posted 2 months ago

Openreach is rated 1.7 based on 299 reviews