“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 !!!!!”
“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.”
“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”
“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.”
“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”
“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”
“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.”
“Waiting 20 days. Still no show to repair damaged connections on pole in lane. So no Internet. Phone line or computer access. Sky trying their best but getting fobbed off every time with false promises of engineers visit. I've had 5 txt from openreach to date advising me they are on their way or that they working on fault and will contact me with update before 1800 hrs. Loads of rubbish. How they are allowed to operate like this is beyond me.. they hide behind a shield of silence and secrecy . It's mental cruelty and I feel sorry for the sky call center that I moan to daily, they are being fobbed off just like me. Disgusting service .”
“Bt Account no: WM35493000
But let down by openreach
Rated 1 out of 5 stars
Low level of customer service on a complacent/criminal level
On monday 02 june 2025 we had fibre optics booked. I am an electrician and I had a day off work. I sat in all day nobody turned up.
Re booked for 05 june 2025. Today I took a second day off. I watched rising damp, hart to hart, lovejoy still nobody turned up. I feel extremely stressed.
My pay packet tomorrow is 2 days less.
It is a very low level of customer service. My time is as valuable as everyone else.
I find it complacent, 1 way communication, no reply phone numbers, no reply emails.
Its low level service if not verging on a criminal level.”
“Guu came out to sort line for broadband and had a nightmare as it is a flat with old wiring..spent 4 hours here persevering getting it all sorted and couldn't ask for better service. Thanks Mark in tenby”
“The Engineer came to install fibre , has left the outside of our property wrapped with dangerous wiring that looks like a washing line and did not re connect our bell . Can’t get hold of Openreach and service provider didn’t want to know or contact them on our behalf , what do I do ???”
“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.”
“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.”
“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”
“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”
“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!”
“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.”
