Openreach Reviews

Name: Openreach
Rating: 1.73

1.7 Rating 312 Reviews

18 %

of reviewers recommend Openreach

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1.7

Based on 312 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

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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

Filter: Rated 1 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“As a customer we have no choice but to use this dreadful company. They never show up when they make an appointment. They don’t have the expertise or manpower to carry out this fibre upgrade”

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Posted 3 years ago

“BT engineer supposed to be with me to fix a fault between 8am-1pm. Still not arrived at 4.15pm. Then I discovered the engineer had marked the job as started at 12.56pm. It had not. BT engineers are clearly lying about hitting targets. Couldn't care less about customers missing a day's work.”

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Posted 3 years ago

“Useless - took forever to get internet working. Very disappointed primary school children as a direct result. Very upsetting - Openreach are NOT to be trusted.”

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Posted 3 years ago

“Shocking failure to fix a simple fault, has been going on for six days now with no end in sight. Avoid this company, and any service providers that use them, at all costs.”

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Posted 3 years ago

“Have made multiple appointments over a two-month period. They don’t show up”

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Posted 3 years ago

“Did not turn up for broadband install then lied about having been here, I spent a day off work waiting. No communication as to why they did not come and engineer did not answer his phone. Totally useless and undependable, cancelled BT order.”

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Posted 3 years ago

“Awful. I signed up to a new internet provider and they rely on Open Reach to provide the fibre connection. But, they don't turn up, even when appointments are made, and they don't even contact us to say they aren't going to turn up. What a shame that this company is relied on by so many people for a basic service. Awful company.”

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Posted 3 years ago

“Have never know such lazy unqualified shamefully company even makes BT look bad”

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Posted 3 years ago

“We are experiencing incompetence of the highest order. We are moving our business and wanted to have all our services at the new location and quite honestly the staff interaction has been so below par that I have not a clue how to resolve it. please can a senior person reach out and help us.”

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Posted 3 years ago

“Booked Two appointments with them. Engineers did not turn up at the write time slot. Engineers turn up whenever they want. Managed to get a phone call off the engineer to be rudely told that someone must be in the house at all times. This was on a week day at 11am, do they not know people have work to go to? If it wasn't for the fact that they are the only the provider I would have switched to another company who did not use openreach.”

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Posted 3 years ago

“I am now 7 weeks without internet due to Openreach incompetence. I have had 6 visits from engineers who all say I need a hoist to connect a wire from the house to the telephone pole. they say a hoist is booked for the next appointment but they turn up without one. There is no system that allows you to talk to them so i have to communicate via live chat with Talk talk who also promise me that they have spoken to Openreach and they will provide a hoist at the next visit but they don't. Frustrated”

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Posted 3 years ago

“I had an appointment from BTOpenreach engineer last Monday. The guy came and told me that he needs another person for the job and he will come back in 2 hours. He never arrived. The was reassigned. The second guy came on Friday and told me he needs another person for the job and will come back "when he can". He didn't show up either. My time, my inconvenience and the service they provide mean nothing to these guys. I do not understand how this company is run when they cannot get a simple job of attaching a property to a pole on a quiet street done. And guess what, they do not have a complaint process. Why would one need it anyway!!! As someone said in a comment, "You are going to be very frustrated and regretful with using OpenReach."”

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Posted 3 years ago

“3weeks still waiting for engineer to come...”

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Posted 3 years ago

“Been waiting since August 21 for our phone line to be moved about 10 meters to another pole, Still nothing, I have paid for this work but keep getting a different person each time they call me. I just want it moved. worst customer service ever.”

Helpful Report

Posted 3 years ago

“Myself and my 2 neighbours have been without any telephone line for 3 weeks.I have no broadband or Internet and my broadband provider tells me it's being worked on at the telephone exchange.Shocking service with no consideration by Openreach or priority to get the issue fixed”

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Posted 3 years ago

“absolutely shocking. I had 3 appointments and their so called "engineers" never came. I am without internet now for 1 month, and still not light at the end of the tunel. If i could rate the company -starts i would. If i had the option to use virgin media i would, but they do not supply to my area, and every other company is reliant on open reach. DO NOT USE THEM”

Helpful Report

Posted 3 years ago

“Engineer came to do work on a telephone pole in our ginnel in the Eccles area.The engineer did his work and left leaving neighbours bins scattered everywhere that he moved. Plastic strewn everywhere and left the gate wide open. Tried calling openreach but cannot speak to a human and they make it impossible to make a complaint. Looking at the other reviews looks like openreach are absolutely useless and one to avoid”

Helpful Report

Posted 3 years ago

“Wish I could give -1 star 7 weeks no wifi for no reason other than Openreach wanted to disconnect us. We pay our bills on time and are always polite to them. 7 weeks ago an Openreach engineer came and disconnected my wifi for no reason. The first time an Openreach engineer came out after 1 and a half weeks, they disconnected the telecare alarm for the whole of my village when they were just supposed to put a wire back in. They then took another Two weeks just to come out and what I assume could only be on purpose destroyed our telephone line. We then had to wait 3 and a half weeks for them to just reject coming out for us. So we moved from Sky to Bt in hopes it might make some progress to working from home again and I'm dreading what they are going to completely mess up next Tuesday. I'm assuming they're going to find a way to burn our house down or cut the power to the village "by accident". Seriously do not I repeat do not trust this company as they are untrained and only make things ten times worse.”

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Posted 3 years ago

“Im with sky but they still disconnected my wifi and now I'm having alot of problems trying to fix it”

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Posted 3 years ago

“We waited 6 MONTHS to get the fibre in. Now we have it, he didn't listen to my landlord, the technician drew a hole wherever he want it (outside) And now I can't use my storage space because he put the f**** hole in the middle with a very delicate cable and the thingy easy to snap off.. Obviously if the technician do what we asked in the beginning, I would still able to put ALL MY STUFF IN MY ONLY ONE STORAGE SPACE. Rubbish service.”

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Posted 4 years ago

Openreach is rated 1.7 based on 312 reviews