Openreach Reviews

Name: Openreach
Rating: 1.68

1.7 Rating 275 Reviews

16 %

of reviewers recommend Openreach

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1.7

Based on 275 reviews

Shipping & Delivery
Delivery Methods	Own Driver
On-time Delivery	Greater than 7%
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

Sort by: Most Recent Most Recent Highest Rated Filter: None None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Been trying to get a cable laid for improved broadband since February. Cancelled appointments and no show with no explanation and no number to call. Now they say they will cancel our job for no apparent reason. We were assured in February that matters would go ahead immediately! Steer clear. I've spent hours on hold trying to sort both this and BT's erroneous billing during the process.”

Helpful Report

Posted 2 days ago

“Horrible service, booked in for 23/05 instalation of fiber, however, after several sms confirming booking for the date, on the 22/05 changed booking to 30/05. Since I was at work, I couldn't respond on time. Also I was given time to confirm till 4pm, but they changed the booking at 3.30pm. I have taken leave for the 23/05 and now again 30/05, who will pay lost salary? No option to call or complain. The worst service ever! BTW if we were to cancel, they change £200. Where is the fairness in that. The ISP provider "Onestream" said they have no control and nothing can be done about it. So it's absolutely rubbish the service from both ends. I am willing to support my claim with evidence.”

Helpful Report

Posted 5 days ago

“Absolute nightmare of a company, missed appointments,over 6 weeks of waiting and no contact with them. Went to virgin just not have to deal with one of the worst companies I have ever had the displeasure of dealing with”

Helpful Report

Posted 1 week ago

“On Saturday 10th May an Engineer solved the problem I have been having with the switch to full fibre and the working of my landline. He was quick and efficient and explained that full fibre didn't have enough charge to also service the other telephone upstairs in my bedroom which has a display. (The copper wire could do this!) I think his name was Andy. Many thanks - Pam Winters - Pembroke Road, Baldock SG7 6DB”

Helpful Report

Posted 1 week ago

“Today I had an engineer visit my house. He wanted access to the rear of my property to view a wooden pole! He stated openreach wanted to install underground fibre cable to the pole, but the engineer stated it was not practicable. He took photographs of the existing pole in my garden. Once the engineer had left I discovered road marking for a new pole, 1’ from my border fence! I have made several attempts to clarify whether cable will be over the rear of my property, but no-one is forthcoming. Openreach stated if I paid one pound to speak to an engineer my questions would be answered, but NO, they just fobbed me off … gone are the days you can actually discuss things reasonably with someone on the other end of the phone. They now do NOT have my permission to enter my property and it will be all locked up!”

Helpful Report

Posted 3 weeks ago

“Waited 3 months for installation, got home from work today , cable has been run around my door, it is loose and is a hazard to small kids, looks awful. Very poor workmanship, will call but not hopeful. Contact emails impossible as site impossible to navigate.”

Helpful Report

Posted 3 weeks ago

“Openreach are probably the worst service provider in the UK and they have built a total bureaucratic brick wall to avoid any form of customer complaints. For 26 days now our service has been down and they have still not done anything at all to fix the system in Dean, Somerset BA4 4RZ They fob you off and BT/EE/Sky broadband with tales of the work being done on a certain day and time and then do nothing”

Helpful Report

Posted 3 weeks ago

“We have had 4 appointments (5 hour time slots!) booked through our provider for Openreach to come and install our fiber internet. The engineers have not tried to contact us or bothered to show up to the appointment on any of the four occasions. Although I did receive confirmation text messages each time confirming that they will be coming. It has been a month now since to first no-show appointment! I have contacted my service provider on each occasion to make sure they are actually coming, and on each occasion I was told that they will definitely be here. When they didn’t show up, I contacted my service provider again only to be given various excuses as to why the engineers haven’t come (no skilled engineer available, not assigned to an engineer due to Openreach system fault, etc). The first two times they had no explanation at all why the engineer didn’t come. It is absolutely unacceptable to expect customers to sit and wait that many times for an engineer to come who never shows up. I have escalated the complaint through my service provider on multiple occasions and the only resolution they can provide so far is a small amount of compensation (which doesn’t even cover the amount of money I have lost taking time off work to wait for them) and a new booking, which I am again expected to take time off work for to be here in case the engineer actually does show up. This is why Openreach should not be a monopoly! There isn’t even a way to contact them directly, which is also unacceptable in a situation like this. Absolute disgrace of a company! Depending on what resolution my service provider is or isn’t able to offer, I will be contacting the Communications Ombudsman and Ofcom about this situation.”

Helpful Report

Posted 4 weeks ago

“Openreach is a monopoly. They are money hungry and don’t care for the customers at all. I’m a full week without broadband in my home due to their fault and my service provider can’t do anything and also don’t know what’s going on because openreach won’t give us any information on the matter”

Helpful Report

Posted 1 month ago

“Caspare your Open Reach full fibre installer’s service was excellent. He was extremely courteous, friendly and very helpful. He explained everything very well, worked quickly and was very tidy. He was working for a company called Quinn. Many thanks 👋🙏”

Helpful Report

Posted 1 month ago

“Have been waiting for 5 months for full fibre to be installed . Countless engineer visits that haven’t a clue why they are there . Can only contact provider and not openreach which makes them the middleman to what is going on and even they have no clue because appropriate notes have not been left by openreach ! I have now been told that after all the work and visits that there isn’t even a cable coming to my house , something that should have been sorted 5 months ago ! After a huge waste of time all round I am now waiting for openreach to get the go ahead from council to dig under pavement a little way down the road to me to be able to add cable to existing and bring it to my premises . Keep getting messages every time an engineer visits saying that the work has completed when it clearly is nowhere near complete! Very frustrating that you can’t get hold of openreach directly because it seems that nobody has a clue on what they are doing 🤷🏻‍♀️. Will be half a year by the time this is completed , if that even happens . This could have been resolved months ago but because of the terrible communication and workmanship it has turned into a ridiculous situation that I wish I never started . 0 stars !!!”

Helpful Report

Posted 1 month ago

“My internet and telephone was installed on 28th February but to my horror the next day the box fell off leaving all the wires exposed. I have complained to Openreach and they closed my case as they said it was sorted. I then phoned them and they said we will be in contact with you and nothing. Absolute rubbish, shoddy service! It actually took me weeks to get it installed and then when they did do it they were useless. What happened to the days when people helped you!”

Helpful Report

Posted 1 month ago

“Martin engineer from open reach came to address my landline phone connection, he was polite ,respectful, and friendly, explaining the problem, and completed the job. Thankyou, Martin.”

Helpful Report

Posted 1 month ago

“Had my full fibre broadband connection today by Louise many thanks to a lovely young lady for her exceptional service Louise went the extra mile kind regards”

Helpful Report

Posted 1 month ago

“Awful. I have waited nearly 2 months to have broadband upgrade installed. They were supposed to come between 8 am and 1 pm. They are clearly not coming. The least they could have done is to call to let me know. Plusnet, my internet provider cannot tell me why they have not turned up. Why have Openreach got a monopoly ? Terrible service.”

Helpful Report

Posted 1 month ago

“Moved to a property with full fibre Leaving tenant showed me it fully working. I have moved in and they say there’s no fibre in the property and have to await a chief engineer to do work even though I saw it working. Ordered broadband in 19th March and now in April and no connection even though it’s all set up”

Helpful Report

Posted 1 month ago

“Truly appalling. Promised a switchover on a certain date from my old internet provider to a new one. The date came and went with no switchover and no prospect of one anytime soon. No explanation. No communication. Nothing. My son works from home so not having any access to the internet is a disaster! It’s high time something was done about these clowns!!”

Helpful Report

Posted 2 months ago

“This has been the worst customer journey experience I have ever had with an organisation who should be regarded as leaders in their field. I requested that the ONT (Fibre) box in our 3rd floor flat was moved as the room in which it was located was subject to internal building work. I made the request on February 3rd and received an appointment for Feb 17th. I provided all the information I could about the flat, that it was on the 3rd floor, that it is an old listed building. On the 17th an engineer arrived, said he needed access to a neighbour’s property, neighbour wasn’t it, so told us we had to make another appointment. We did this, again providing all the information and requesting if possible a time that our neighbour could commit to being home. We were told they’d put it on the notes but could never commit to anything other than morning or afternoon. We waited all day for this second appointment, but nobody came. When I called to ask about the no-show appointment I was told it was all in the notes, but didn’t look an appointment had been made. A third appointment was made. Again a request for early morning, again no commitment to do so. Late morning an engineer arrived without any knowledge of what was needed. He told us there was nothing he could do as he wasn’t a fibre engineer. We’d need to make another appointment. “This should have been in the notes” he told us. When I called again I was moved on to the ‘Executive Team’, the ‘highest’ level of problem resolution. My journey with Donna from Executive Complaints began on March 10th. This was going to be good news in resolving the issue I thought. I’m writing this on the 26th March. Still no engineer has been. I get told that systems issues are the problem. I’m told that Donna understands my frustration. I have now received a text telling me that my Broadband box is to be moved on April 11th. This is 9 weeks after I arranged the first appointment, and 7 weeks after the first engineer came out. It’s no exaggeration to say that Openreach have left me anxious, depressed and helpless. They know that my flat is a building site while we wait for a bathroom to be installed. They ‘understand’ yet do nothing at all. They have demonstrated a complete lack of customer care. They epitomise the increasingly common attitude with large service providers that as long as you stay on the automated happy path you will get a service. If anything deviates from that, even if it’s wholly their fault, then they don’t care and you will be left to your own anxieties and frustrations because you, after all, simply don’t matter to them.”

Helpful Report

Posted 2 months ago

“I waited 2 weeks for appointment then on installation day they text me saying they have arrived and connecting the service, then nil communication for next 4 hours. Then they text - sorry we missed you!”

Helpful Report

Posted 2 months ago

“Absolutely shocking . They blocked my drive for 3 days without notice or apology. The Openreach complaint process is hard to navigate and after inadequate response I escalated to the Openreach CEO office . They had to be prompted to respond at all and seemingly not interested in my complaint.”

Helpful Report

Posted 2 months ago

Openreach is rated 1.7 based on 275 reviews