“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.”
“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.”
“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!!”
“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”
“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.”
“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”
“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”
“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”
“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 ....”
“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.”
“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.”
“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”
“Have been without broadband for nearly 4 months, keep getting told it’s getting connected, take time off work to stay in. Still no broadband!!! It’s making us very ill. Have never know such a terrible service from any company ever. Will definitely be looking at an alternative!!”
“We wanted to upgrade our broadband to superfast fibre. Guy installed the device in my room and left drill dust where it was done. When he went outside, he vanished for a while and we contacted Sky because we heard nothing from him. After we complained he came back to tell us he needs to come back to finish the job with an engineer. Our internet is dead, phoneline dead, nothing. Mum's on a lifeline and it is useless now. Been almost 3 weeks now since and her health is deteriorating from stress.”
“The young lad who came early in the morning and worked hard all day sorted out or problem and gave us advise how to stop my mobile ringing as us oldies do not understand he was very professional I am sorry I do not know his name but he worked on 8 Wyndham close pontarddulais there are not many like him please thank him from us Thursday 8 november”
“Had install done by open reach to setup my broadband with EE on 18th Oct .
The engineer was rude and obnoxious did a very bad job didn't clean up drill dust and wall damage and dumped his rubbish from cabling to plastic into cardboard bin didn't ask if ok just did left me with no connection.
Phoned EE straight away and over the entire weekend to get a welfare repair got declined 3 times even though my sister is severely disabled had no TV,broadband etc for 3 days got it sorted and then it went down again asked for another welfare repair a following 2 times on the following weekend and yet again declined.
Spoke to ofcom and social services,human rights equality team and ombudsman and taking them to court along with EE for disability discrimination and putting a vulnerable disabled woman's life at risk as no broadband so no community care system in play due to no connection.
When it was all BT not too bad
BUT OPENREACH ARE A BUNCH OF COWBOYS NOW.
AVOID USING ANYTHING TO DO WITH COMPANY AS HORRID STAFF ON PHONE AND MOST OF THEIR ENGINEERS ARE RUDE AND OBNOXIOUS
Date of experience: 18 October 2024
This was the response from open reach
Hi
I am really sorry to hear this.
Please accept our apologise for any inconvenience this coursed.
We have feed this back to the contractors.
With regards to loss of play you would have to speak to your provider on this to issues as you are their customer.
Kind Regards
G”
“This is a terrible internet service provider that is used by BT & I will be moving from BT very shortly as my internet is oftener off than on.It is a complete shambles & I know a lot of people have now moved to a different provider with much better results.M.Hancock.”
