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

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“They just don't turn up and you're left hanging as to why. Your option is to book another installation but who can guarantee they'll come then??? They need to be shut down by the regulator.”

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Posted 4 months ago

“We had fibre installed yesterday, the engineer Murao was brilliant. He worked tirelessly in the freezing cold and had to pull the fibre cable up 200 yards as unknown to him the cable hadn’t been laid to our property. He was very grateful for a plentiful supply of tea. We have never known an engineer as efficient, polite, hard working and funny as Murao. He is a great guy and a credit to Openreach.”

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Posted 4 months ago

“Must useless company ever ! 1 month to have internet in my house ? 😂 Someone can explain me why they take so long ?”

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Posted 4 months ago

“After entire private path taken up with no notification, we 3 houses let that slide, however we were told that as a telegraph pole approx 10 feet away no further digging, then told no access to it ????????? It's there in the open plenty access. This morning some workmen digging path again with no notification, stopped them asked why not using pole, they admitted they were surprised at dig works when that was available, rang BT/ee another issue their, the saga goes on. But made them stop because two other properties affected without notice Am adamant that unless a good reason the pole should not be used then the entire path cannot be dug. Elon musk can connect from space bt/ee/openreach can't even go ten feet across garden, wish could afford Mr musk's prices.”

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Posted 4 months ago

“Absolute disgrace. Because of a faulty survey and pathetic management I've been without Internet since early November 2024”

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Posted 5 months ago

“I originally booked the 13th 1-6pm as I was moving house, they changed my booking to 18th, I phoned sky to double confirm as open reach didn’t have a hotline, confirmed booking amended to 18th, somehow engineer turned up at 13th, I wasn’t at the property so had to amend again to the 23rd, no time range was given, so I expected 1-6pm as well, but as a backup I handed my keys to neighbours, somehow on the 23rd they showed up at 10:15am, engineers said they phoned me, but my phone never rang, oh and I found this out at 4:30pm when I called sky to double check if they are coming, I had no alert updating me at all, had to reschedule again, then somehow I received a message from sky saying I cancelled my broadband!! I had to phone Sky to check what’s wrong and they said open reach cancelled it because they did not have access!! Moved to new house for 11 days still do not have internet what a nightmare of this service!!”

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Posted 5 months ago

“Absolutely terrible service, was supposed to have the phone line connected to my new build, the engineer knocked, i answered within 20 seconds and there was no one there, the job then got cancelled. He literally must have run off, just couldn't be bothered with it being Christmas. I know have to wait until jan the 8th to try again, have no broadband for my kids or work. Joke of a service, how are they even allowed to operate.”

Helpful Report

Posted 5 months ago

“After a year of struggling to get broadband installed and going through three providers they yet again did not turn up today . So I posted on Trust Pilot and hey presto you can get a reply from Openreach : Reply from Openreach 2 hours ago Hi David, I am sorry to hear this, please ask you're provider to contact us direct and we will work with them to get you on line asap. Cheers Gareth Too late really, my provider has been escalating this with Openreach several times without result in the last three months. Useless.”

Helpful Report

Posted 5 months ago

“Multiple calls to BT support/help contact center - all over 60 minutes.. Issue still not resolved. Basically they are ripping off an elderly relevant, and now the phone line is not working for a vulnerable elderly person. Will be cancelling as soon as is physically possible!!”

Helpful Report

Posted 5 months ago

“What an exquisite conjoining of two useless organisations - OPENREACH (the joke is in the name as you cannot reach them) and TALKTALK They give Laurel & Hardy a run for their money The former failed to turn up or contact me on their promised time slot - the latter put me through a Nepalese call centre where I might as well been talking to a Yeti, the amount of sense I got on the other end of the 'phone Sadly, in this area, Openreach have the monopoly - and boy, don't they know it”

Helpful Report

Posted 5 months ago

“A very bad experience; the work was done in a hurry and with poor quality, which caused a delay in activating my broadband.”

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Posted 5 months ago

“If you have any way of avoiding dealing with these, go with absolutely ANYONE else And if they book a appointment with you, be aware that they will do EVERYTHING they can to cancel it, costing time and making the whole exchange an absolutely nightmare. Also, they go out of their way to not allow you to contact them directly, even when you have an appointment from them.”

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Posted 5 months ago

“Driver of vehicle driving dangerous lot and using extremely bad language BK72 HXF in the far cotton area of Northampton”

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Posted 6 months ago

“First time with BT and Openreach and will be the last. Got fibre cable installed on 7/11/24. The outside cable was attached to my property in an inconvenient and unsatisfactory place. When I asked the engineer to move it I was told “you don’t own the air” so basically you can do whatever you like Openreach regardless of what your customers want??? I was told someone would be out at a later date to move it and remove the old cable. Several lengthy phone calls and online forms later, 3 engineer visits and 3 days unpaid days off my work and the issue has still not been resolved. In fact they said I will now be charged for moving the cable. Please stay away from BT EE and Openreach. Absolutely disgusting service I have never experienced anything like this with any other provider”

Helpful Report

Posted 6 months ago

“Would give them no stars if I could. Have been waiting 3 months to be connected. Said they were going to install a box outside the house hasn’t been done. Had several emails to say they were coming tomorrow my son has had to have time off work. When I confirmed it was ok for the appointment they then sent me a message to change the appointment to December! Absolute joke. You can’t speak to anybody you can’t complain about them. What sort of company is this”

Helpful Report

Posted 6 months ago

“Have phone line problems can’t dial in but can dial out. Sky told me engineers booked and will be here between 8 and 1300 Had confirmation of this from Openreach Multiple text from them and 1 email stating if I’m not in when they come, then I could be charged £50 Well i had taken time from work at my own expense, phoned sky multiple times to make certain they coming. At 13.15 I got a new text from Openreach that my appointment was now 4 day later?? Money lost once ,now they expect me lose more money and my time . And have the balls to threaten me with a £50 charge for failure to be at home when or if they ever decide to cast a shadow over my door. Unless inter rubbish service and the best bit is you can’t even contact them directly. Crazy”

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Posted 6 months ago

“I was due changeover of provider yesterday however this was not achieved due to the engineer not able to get up the telegraph pole ! he said that he would return with a cherry pick truck that day to complete connection...but did not. Open reach are very happy to fine us for failing to be at home on connection day so they should be fined for such terrible service and for my loss of a days wage and time ....”

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Posted 6 months ago

“Thank you very much open reach for clipping the cable back on top of my window. I only rang the office late last night , I did not expect the job to get done so quickly today. Thank you to all the engineers and the girl in the customer service, they were all very efficient and courteous and hard working and I am very happy with Openreach company.”

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Posted 6 months ago

“It has been four months, and we are still waiting for our fibre optic connection. They missed the appointments twice, and they lied on the first occasion that the team visited the property. I have cameras installed around the house and can easily prove no one turned up. The manager assured me that someone would turn up, but no one did. A team member called me around 8.30 pm from a mobile phone and asked for my confidential information. I refused and requested them to send an email I never received. I tried calling the next day but was on hold for nearly 40 mins. This company should be closed forever.”

Helpful Report

Posted 6 months ago

“They say they will come but never turn up Every time they give a different reason and make us wait all day It’s been a month and nothing been done yet”

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Posted 6 months ago

Openreach is rated 1.7 based on 275 reviews