Openreach Reviews

Name: Openreach
Rating: 1.72

1.7 Rating 300 Reviews

17 %

of reviewers recommend Openreach

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1.7

Based on 300 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	1.9 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

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

“25 Nov 2022 engineers arrive at my property and install ONT box inside and box outside check connections and told to wait couple of days for email to confirm I can place order for FTTP 30 Nov texts from BT, USO (BT) and Openreach website telling me I am good to go - except it's 21 Jan 2023 and still not connected - my service provider BT says no ONT box showing at my address despite assurance on 20 Dec from Openreach help (twitter) that my serial number was linked to my address. It appears impossible for someone to take responsibility, what makes it more unbelievable is I paid back in April 2022 via USO (BT) to have this work done! Absolute shambles.”

Helpful Report

Posted 2 years ago

“Impossible to contact. Everything has to go through the service provider, making communication slower and even more error prone. Appointment system designed to make things easy for OpenReach, not for end users who have to waste more than half a day every time waiting around for an engineer who may or may not turn up. Compensation for missed appointments insulting. When they do turn up, they inevitably spend the first hour or more trying to find faults in things the consumer side of the master socket, even when it is blatantly obvious that the problem is the OpenReach side of the socket. Multiple households in our village recently had the same issue, which was caused by a fault near the exchange. That didn't stop OpenReach wasting time at each house, ignoring information from residents that the problem had already been confirmed as near the exchange. We've had the same engineer turn up twice in the space of a month (we had three appointments in quick succession). The first time, he checked the house and said everything in the house was fine. That didn't stop him checking again when he returned for another appointment, during which he screwed up our wiring completely. Almost without exception the engineers are mediocre or worse (not just the ones that have come recently), with minimal soft skills, minimal technical skills and minimal diagnostic skills. Open a box, disconnect wires and then, by trial-and-error, try to hook them up to get things working again. In our latest experience, they disconnected multiple extensions, including the burglar alarm, and only put one back in place. Even that one was put back using a different pair of wires, changing the extension from pretty much crystal clear to crackly. The engineer arrived without suitable tools, so had to borrow them. He scooped some of them up into his bag, from which they had to be retrieved before he left. He spent the appointment muttering about how he wasn't trained for things, yet still took things apart to try to do them (making the situation worse). He couldn't explain what he was doing, nor what he had done. The previous engineer wasn't quite as bad, but still left things in a worse situation than when he arrived, including disconnecting the master socket that OpenReach insist must be present, making it just a junction box. Three visits in a row, engineers have looked at a frayed cable outside (OpenReach's responsibility) and have left it there rather than replace it. I have not yet seen an OpenReach engineer take a photograph of wiring before making changes, so they inevitably cannot put things back how they were when they get into trouble. That last one messed things up so badly, including the consumer side of the master socket, that he reckoned we would have to get somebody in the lay new extension cables, and redecorate as the cables are in the walls. I cannot think of a company as appalling as OpenReach, and I despair any time we have to deal with them. The moment reliable 5G is available where we are, our landlines will be history just to get rid of the need to deal with OpenReach ever again. Their monopoly in this area needs to be gotten rid of, so that people who know what they are doing can compete and improve things. As it is, we have complaints and a compensation claim open against OpenReach. Were it not for the fact that FTTP is due to be installed soon, which will require changes to our home setup anyway, I would be kicking up one hell of a stink.”

Helpful Report

Posted 2 years ago

“My neighbour has been waiting since October for a final connection to be completed. She is elderly with disabled husband. My equipment arrived at the end of November to be installed. TWO JOBS NOT COMPLETED Fail to respond to emails, even CEO Had a call New Years day assuring me that there would be connection by the end of the week. This passed stillno connection or contact LIES FROM ABYSMAL INCOMPETENT STAFF”

Helpful Report

Posted 2 years ago

“Absolutely woeful service. Broadband installation date 13th October. Man came out, couldn't figure out how to connect it in the hallway so decided to use the line in living room. Got a call from his friend, disappears for 2 hours (during our 3 hour appointment), came back, sat in his van for around 30 mins, installed the box outside the house. Waited over a month for someone to come and tell me what I already knew, that part of the tarmac would need a track cut and a bit of the garden needed dug. Another appointment was needed to get someone out to dig and install the cables, the digging got done by a contractor who seemed much more competent than the openreach team. They were only told the morning of the appointment (15th December) that they could only dig and weren't to install the cables, even though usually they do. Almost feels like openreach are trying to cause me more problems. I work in healthcare and some days have to work from home, but have had to go to family members houses as still no internet!! Contacted Vodafone on 15th as I'm not able to contact openreach directly, they said openreach advised cables would be installed 16th, nobody turned up. Contacted Vodafone on 17th December and got told openreach advised they need to make a new appointment. I asked for it to be escalated as a formal complaint due to many promised dates being missed, and have now been told 23rd December is definitely my final installation date, so into my 3rd month with no internet thanks to Openreach. Sadly in NI we don't have many fibre broadband options and Openreach are contracted to do the lines for many internet providers, otherwise I'd tell them to stuff it.”

Helpful Report

Posted 2 years ago

“The most unreachable company on earth. Twice took the day off to wait for openreach. Did not turn up then proceeded to lie and said that we weren’t in. They are an absolute disgrace. They cannot carry on like this utterly disrespecting the public on an monstrous scale.”

Helpful Report

Posted 2 years ago

“They are impossible to contact, there helplines go no where, there complaints system goes no where, the engineers fob you off when you talk direct to them. How can they get away with this terrible service? They just do not care. Its a disgrace. They worked on the telephone pole outside my mothers house, she lost her phone line directly after and now they could not care less. This is what to expect from them.”

Helpful Report

Posted 2 years ago

“When open reach work man said he'd dug up my garden to fit fiber and he hadn't touched it. Got payed for the job I think he should be sacked .reveiws are true like mine. I'm still waiting for it to be done. Media should be told about all the nonsence this company tell customers”

Helpful Report

Posted 2 years ago

“Made an appointment for an engineer to drop the hook holding, the in cable, on the side of my property, by only 5cm, so urgent work could be carried out on the property. An engineer call Max turned up and said it would cost me hundreds but very vague when pressed . Can't give me a proper price but i have to book the job in again and after they have finished i get the bill. Who is going to agee to that arrangement? I was told by someone in the same trade a 15 minute job, no need to replace wires etc just a new hook an attach . An then, as he's leaving tells me I will be charged for his time as my line is working. He spent as much time sitting in his van on his mobile as talking to me. No free estimates from openreach. Rip off”

Helpful Report

Posted 2 years ago

“Disgraceful service, engineer, named Max, turned up satoutside our street door for about hour, l assumed he was working on he's laptop or phoned, did not get out of van or ring our door bell, then drove off, never came back, he reported he was unable to gain access. I had to chase up what had happened and no apology recvd. Now have to wait in for another appointment,”

Helpful Report

Posted 2 years ago

“ANON - THE VERY ORGANISATION I HAVE EVER COME ACROSS.”

Helpful Report

Posted 2 years ago

“Open reach are disgraceful I’ve not had Internet now for three weeks and my family member works from home it’s been terrible they were meant to come today and they have not”

Helpful Report

Posted 2 years ago

“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”

Helpful Report

Posted 2 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.”

Helpful Report

Posted 2 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.”

Helpful Report

Posted 2 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.”

Helpful Report

Posted 3 years ago

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

Helpful Report

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.”

Helpful Report

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.”

Helpful Report

Posted 3 years ago

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

Helpful Report

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.”

Helpful Report

Posted 3 years ago

Openreach is rated 1.7 based on 300 reviews