Openreach Reviews

Name: Openreach
Rating: 1.69

1.7 Rating 277 Reviews

17 %

of reviewers recommend Openreach

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1.7

Based on 277 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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“Next door had Openreach engineers fitting a service. The engineers constantly walked over our garden and brought ladders in to work on the roof/gutter. When my partner asked what they were doing they just said, Oh, didn't know anyone was in, I was going to knock! When he was told that this was a privately owned house and he should not be on the propert nor fixing things to it all he said was.. 'It won't take long love'. He ignored what my partner had said even though she repeated it several times. He continued to walk through the garden and fix the cable along the gutter. Also the cable has been left dangling and goes across the upstairs window. Also there was loops of loose cables left on the ground in front of the front door. It's been 1.5 mo ths now, no-one has come back to fix it. They cane onto our private property , accordingvto their website they have to apply for access first and let you know. Not just walk on it without knocking. I have trued numerous times to contact then to so this all out but no joy. They cannot be contacted. We are not a customer of theirs. They have not responded to anything. Do they think tjis is acceptable? Do they think their workmanship us acceptable? Next door are not bothered and don't want to know as they have their Internet. But their cables are drooping over our windows. Absolutely disgusting service, no customer service, don't adhere to their own standards as per their website. Horrible company. If it foes nit get sorted. The cabkes are going to get lashed. Bet they come out then! Avoud this company if you require work that needs manners, skills, competance and some form of after service.”

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Posted 1 year ago

“Steve the Engineer solved and fixed the problem in under an hour. Excellent service in Dunstable”

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Posted 1 year ago

“Open reach... Where do I start we are a business and booked moving broadband and phone in January and was told "oh you are in what we call gold property" meaning it's a real easy install.. arranged day 4th march sub contractor from MJ Quinn turns up 5 hours late looks at outside of building which is all one grd floor level " can't do that mate haven't got the right tools " and just drove off saying nothing more..the engineer looked like he had just got out of bed and was jist not interested ... I complain to our provider BT because you can't talk to Open reach ...I get a choice of choose my days 6th 7th 8th that's good i think... But oh no on the 6th get a txt canceling all and an agent will phone me shortly... That's 3 days ago nothing cal after call no one can tell me what is happening..open reach have the monopoly so just do what they want which is nothing...they should be called "Open don't reach" useless..”

Helpful Report

Posted 1 year ago

“I know there are a lot of people who have had issues with Open Reach and we did wait 4 days for an engineers, but the team sent were fantastic. Two engineers check all cables to the cabinet, then fault found from the pole to the house, replacing a defective cable to the house. 1.5 days of good effort, both exceptionally polite and professional. Finally they had it working but were still committed to getting up the best connectivity, so they continued tuning and test to give use the service available. So 10/10 for those engineers, great work, thank you so much.”

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Posted 1 year ago

“Engineer turned up after 3 week wait without broadband to install full fibre. Once he completed job there was no internet coming from router, engineer says there was a fault with outside line but will definitely be working tomorrow as they will be working on the issue overnight. 7 days later still no Broadband, keep calling my new supplier (Plusnet) but keep getting same answer- we are waiting on a response from our supplier to complete the job. No idea why engineer couldn’t complete the job when he was here installing full fibre- so frustrating.”

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Posted 1 year ago

“Just had full fibre installed by a very pleasant young man from Carrickfergus called Darryl. Nothing seemed to phase him and he helped me set up my video doorbell. 5 stars”

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Posted 1 year ago

“Engineer damaged property. Now I am having to do all the work to find someone to repair the damage. They might give me the costs. Who knows.”

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Posted 1 year ago

“Always turn up with three vans - 2 crews sitting in the van . Who coordinates their work schedule, it’s crazy !!!”

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Posted 1 year ago

“Open reach failed to attend 8 consecutive appointments, had the audacity each time to attempt to charge us £140 for cancelling!!! I think I’m now at around 15 hours worth of phone calls. 6 months down the line and still no further on. The stress and time spent on this has been crippling to the business not to mention our mental state. Never in 40 years of running a business have we dealt with such an incompetent company.”

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Posted 1 year ago

“Can not speak to anyone”

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Posted 1 year ago

“Took several weeks to install,give them their due the did credit my account.The installation was not up to what would say was acceptable,did contact them and they sent an engineer out to rectify, grumpy man who said that exposed cable on wall into fibre box was acceptable.I worked for BT for over twenty years and I was have been disciplined for leaviyan installation like that.Tried calling BT again still waiting after 3 months”

Helpful Report

Posted 1 year ago

“I am ill, and nearly 80 years old, I live alone and need regular hospital care. I had to change to NOW BASICS because my previous provider would not accept it. It was arranged to change the contract on 18 January 2024 but my landline has not worked since that date. Openreach is said to be the problem but no explanation is given, just repeated, meaningless e-mails promising date after date which is then just ignored. Shameful. This locality has long had poor reception for mobile phones and the reception is poor and unreliable.”

Helpful Report

Posted 1 year ago

“We have recently had fibre broad band installed in our property by Openreach through TalkTalk. The OpenReach technician, Jonathan, arrived at the time promised and ascertained where we required it to terminate in the house. He was polite. well informed and carried out the work quietly and cleanly. At the end of the installation, he made certain that all our equipment was connected satisfactorily and even connected some himself. The quality of any company depends upon their employees and in view of all of the adverse reviews of Openreach maybe we were lucky to have technician Jonathan do the work for us.”

Helpful Report

Posted 1 year ago

“I switched from BT to Vodafone due to Openreach's poor WiFi setup. Openreach visited 4 times without success, but Vodafone, connected to a different setup company, fixed it in just one visit.”

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Posted 1 year ago

“Absolutely disgusting conduct, uneducated chat people, no reply to complaint email regarding trespassing and spraying my property with no consent mission impossible style by 2 females, no note through the door to inform me of works, I am not even their customer, this is work for a neighbour, 3 emails, 2 lots of engineers out on the property and still no correspondence. I repeat the questions in my email. WHY HAVE I NOT HAD ANY CORRESPONDENCE THROUGH MY DOOR EXPLAINING WHAT IS NEEDED TO BE DONE AND TO OBTAIN PERMISSION. WHY DO YOU THINK THIS IS ACCEPTABLE BEHAVIOUR. WHAT ARE YOU GOING TO DO TO AMEND YOUR WORKING PROTOCOLS TO RECTIFY THIS BEHAVIOUR GOING FORWARD.”

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Posted 1 year ago

“Driving on the M62 today near Elland Road Leeds at 11:48 and a sign written Openreach Vauxhall Movano van (Reg number DL23 TXC) that was entering onto the motorway via the slip road gave me some road rage because I didn't move into the outside motorway lane to let him enter onto the motorway via his rules. The rules state that the road user entering the motorway via a slip road should adjust their speed and position to suit the motorway traffic when entering as per the following - Joining the motorway (259) Joining the motorway. When you join the motorway you will normally approach it from a road on the left (a slip road) or from an adjoining motorway. You should give priority to traffic already on the motorway check the traffic on the motorway and match your speed to fit safely into the traffic flow in the left-hand lane not cross solid white lines that separate lanes or use the hard shoulder stay on the slip road if it continues as an extra lane on the motorway, remain in the left-hand lane long enough to adjust to the speed of traffic before considering overtaking -After blowing his horn at me he then started to gesticulate at the side of me has he passed inferring that I was a Wan*er. I tried to contact someone at Openreach to complain but that would appear impossible. Will probably have to put the dashcam video on YouTube.”

Helpful Report

Posted 1 year ago

“We have openreach persons on our land and they will not give us contact number for management until they finish doing the work. They are doing work that they said they would NOT be doing! This is very stressful and upsetting. I would rather not give them any stars but the men doing the work are just doing their job!!”

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Posted 1 year ago

“got new fibre cable installed by open reach through Vodafone and the engineer installed the cable across our bedroom window which we cant open now because of the obstruction, open reach are probably the worst company I have ever dealt with, weeks after install complaint raised with vodafone and open reach and we have still had no contact with how this issue will be resolved just keep getting run around from call centres around the world”

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Posted 1 year ago

“The overall experience from open reach has been abysmal given that I was supposed to be on full fibre 28 September. 21december after 9 th didifferent engineer visits I finally have full fibre to my home. Don’t get excited ……. It isn’t working and apparantly I need an N11 engineers visit which has just been booked for 16 January 2024. Fantastic…… NOT….. that is 110 days later than service was supposed to be on. OK rant over…… good bit is that my engineer who attended was from Kelly communications.. He was the epitome of quality….. polite & friendly….. very professional in every way…. An ambassador for openreach. So every cloud has a silver lining”

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Posted 1 year ago

“They rearranged my appointment 5times for fibre installation, no messages nothing”

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Posted 1 year ago

Openreach is rated 1.7 based on 277 reviews