Openreach Reviews

Name: Openreach
Rating: 1.72

1.7 Rating 300 Reviews

17 %

of reviewers recommend Openreach

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Metrics

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

“Landline still not working after 5 days. I was given an appointment for a engineer to visit between 8am and 1pm today. No-one turned up and no message or apology. Compained to BT this evening, couldn't speak to a human, just they knew there is a fault and an engineer would call in two days ????? Hopeless, we will be changing our supplier.”

Helpful Report

Posted 1 year ago

“...Openreach whilst installing a neighbours new broadband line...CUT OFF OURS!...the permit holders on our Rd have every right to be upset as we try and keep spaces free for the engineer(s) to finally arrive and fix the problem THEY created...so fyet days of this as we fret and phone fret and phone etc this is becoming a complete and utter joke and waste of our time isn't it? If I could give 0 as a score it would be too much”

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Posted 1 year ago

“Engineer arrived without appointment. Smoking in my face when I opened the door. When I said it was inconvenient as I was in the middle of stuff. He started to walk away. I told him to wait, and come around the back of the house where the incompetent Sky engineer has installed the box. He said it was inconvenient for him. He drove away. I now have to wait 2 weeks for another aggressive Openreach engineer to do a basic check. Perhaps you have to be diversity averse to be a Openreach engineer?”

Helpful Report

Posted 1 year ago

“If anyone is having an full fibre install or any engineer visits soon, be wary if you get assigned engineer called Emma.. waited in all day for her arrival. Was then told Between 1-6pm, called her at 6pm to see if she was on her way and maybe running late.. no answer so called EE direct.. she said to EE I refused entry and cancelled appointment at 6:01pm! No contact at all from her. Now have to wait till September for another engineer!! Shocking behaviour (maybe don’t like working in the rain but very unprofessional to say the least)”

Helpful Report

Posted 1 year ago

“I PAID 848-77 pounds in MAY for a telegraph pole outside on the pavement to be moved 2yds so I can widen my gateway,then told it would cost thousands asked for a refund 3 MONTHS later &many emails & calls --NO answer .NO customer service or contact tel number-HAS to be illegal and its deliberate but as a public company they have to provide contact details BUT its a deliberate brick wall they are breaking UK company law&I need my refund at 77 soon a WASPIE pensioner that gov have stolen my full pensioner leaving me with 169 wk. so gov are also thieves.”

Helpful Report

Posted 1 year ago

“Terrible company, been 2 1/2 weeks without WIFI to be told multiple times it’s going to be fixed on certain days with the promise constantly becoming a lie. Terrible service, never thought that this issue would stretch on so long but this company has managed to make that happen.”

Helpful Report

Posted 1 year ago

“Waited throughout the allotted time of 08:00-13:00 for someone to arrive - nothing. Called BT, they called Openreach, Openreach had subcontracted to Kelly. I was told the engineer’s earlier appointment had over-run but someone would come “today” An hour later the engineer called to ask if I was home. At 15:00 he arrived At 15:05 he asked if anyone had already been and then said there was no fibre outside the house to connect to !? He drilled a hole stuck a connection box on the wall and left. 2 hours later I received an email to say he had arrived ! Let’s hope the internet is faster than the installation process 1/10 so far.”

Helpful Report

Posted 1 year ago

“Appalling service like most people here. Waited in yesterday ( boiling hot day ) from 12.30pm as the engineer was due between 1pm and 6pm. At 6.55pm someone called to say he had just received notification that he was meant to be at the flat and could he still visit? I ran late for my 7pm appointment. Took time off work like everyone here - incurred £22 worth of car charges as I had to leave the car on a metered bay, Called Openreach today talked to an advisor who was very helpful- he said the system showed that I wasn’t home when the engineer called. The invisible engineer must be. Terrible service. In the last hour they’ve sent me an email ( to an old email address ) saying ‘thanks for your order, the next engineer will be with you on August 5th’. Despite me telling the agent that I don’t want their service and I don’t want their wi/fi. AVOID OPENREACH…..in fact they should be called HARD TO REACH. Jokers.”

Helpful Report

Posted 1 year ago

“Requested a house move with Sky only to find that after I had moved house - 350 miles away from my office - Openreach had placed a cancellation order on my Sky account. Tried to get this lifted which took a week, then the date for my house move was scheduled for a further 2 weeks in the future. During this time I had no internet access for work, so was having to tether to my phone, and no TV or Alexa for music. I now have family coming to stay for a week and they will also have to use up their data if they want any kind of web based service. How this can be legal is beyond me as I am the registered account holder.....appalling company with no ethics.”

Helpful Report

Posted 1 year ago

“Last year, the village near where I live was connected to full fibre broadband. We had a visit from an engineer to do a survey, as our property is at the end of the line, and our existing landline goes underground, across a farmer's field. We were told that the work would be done before the end of last summer. It wasn't. In February this year, two more engineers turned up to do another survey. They concluded that the field was too muddy to work in. After several months of ordering full fibre broadband from BT, and the orders being cancelled by Openreach, a few days ago, yet another engineer turned up to do yet another survey!! This morning, the order was cancelled for a third time. BT advised me that Openreach will not do the work because it is too expensive. They also mentioned that they could ask us to contribute to the cost! I have read a review on here, from two weeks ago, saying that they contacted the "top man", and got their problem resolved! I had already considered doing that, so I definitely will now! Appalling service.”

Helpful Report

Posted 1 year ago

“Probably the worst company I've have to deal with .They are a bunch of half wits who could not even spell customer service”

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Posted 1 year ago

“Rubbish company, they came to install broadband on behalf of Vodafone, they left the cable lose, outside, anyone can trip on it. Employees just wanna run the time down ,do nothing. Customer service inexistent, stay away from them.If you got new broadband installed, make sure it's not openreach who's gonna install it.”

Helpful Report

Posted 1 year ago

“Don’t trust the engineer that comes to your house. I moved my broadband from BT to Sky and an Openreach engineer fitted the new box. He then offered to return the old BT equipment to BT. So I let him take it all. Then a week or so later BT was asking me to return the equipment or pay £80. I called them to say I had given it to the Openreach engineer to return. They said that engineer had nothing to do with BT. I then called Sky who said they could not help. What amazed me was no one took responsibility for sending a total stranger to my house to basically steal my property and you can’t contact Openreach directly as they only deal with companies not customers”

Helpful Report

Posted 1 year ago

“I am writing this review to warn others about the appalling experience I have had with Openreach since their involvement in my internet service installation with OneStream in March. If you value your sanity, I strongly advise against relying on Openreach for any service. The first and most critical issue occurred when Openreach installed the internet cable over my neighbors' doorway without consulting me about the route. This oversight has led to significant problems, as my neighbors were understandably upset and cut the cable. Now, OneStream claims I owe them £199 for the repair. To be clear: Openreach chose the route without my consent, and my neighbor, not I, cut the cable. Why should I bear the cost for this? OneStream states that Openreach sets the fee. Surely, understanding the situation, some flexibility could be shown? Clearly, no effort has been made, and I have been paying for an internet service that I do not have. Secondly, there are ongoing communication issues between Openreach and OneStream. I received a £200 fine from OneStream, allegedly because I was not home when the engineer visited. This is complete nonsense. The engineer came, assessed the complexity of the site, and said he could not install the cable alone. He stated he would escalate my address to Openreach to send two engineers. I waited over a week for them to assign a new team, as confirmed by my correspondence and phone calls. Yet, OneStream audaciously decided to charge me anyway. They claim Openreach does not respond to them. Well, that’s your problem, Openreach! It's not my fault that you can't manage proper communication with OneStream. Openreach, you have caused me significant distress and inconvenience. In less than half a year, your incompetence has led me to sincerely despise your service.”

Helpful Report

Posted 1 year ago

“Appalling service. I have BT so Open Reach is the engineer services that are supporting. They failed to turn up the first time booking, say that although we got a confirmation text this was booked in wrong. This was the first day we stayed in for 5 hours. They booked us in for Thursday 1-6, it gets to 5:30 and I contact BT asking what is happening. They inform me they did remote checks so no one was coming to the house and it won't be fixed till tomorrow. The service and communication Open Reach provided is appalling. Working from home without wifi and not being able to leave to house for 5 hours just to find out they never came and it will be remotely sorted after 7 days of no wifi. Do not trust OpenReach”

Helpful Report

Posted 1 year ago

“So far taken 2 days off work for a new line to be put in, as a self employed builder, lost £'s and still nothing after a month now, I refuse to take any more time off work, absolute sh1t, really considering cancelling and they can go and do themselves in the rectum. Total w4nkers”

Helpful Report

Posted 1 year ago

“Abysmal company with no customer service. Merely pass the buck. No landline for over three weeks and they don’t care. They say contact the provider , the provider says it is definitely your fault. Dreadful”

Helpful Report

Posted 1 year ago

“They constantly change dates .which means cancels the order and then reinstates it meaning my phone line keeps getting disconnected. I have a hotel and restaurant and this is losing me a lot of money !!”

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Posted 1 year ago

“I am simply shocked by the lack of professionalism and complete disregard for people’s time. I had to take time off and use my annual leave to wait for these people who never showed up!!! But not only one, twice!!! They are simply ridiculous and deserve only the worst comments! Never come across such a poor service!!! They are simply a joke!”

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Posted 1 year ago

“Horrendous experience, I had an openreach engineer in my driveway in January after ordering BT full fibre 900. He explained that he needed to order ducting and I had to pay to get it installed myself and he would cancel the order and when the ducting was in place I was to reorder and they would come back out and pull the cable through. So I spent months and a huge cost putting the ducting in and in March tried to reorder the fibre which BT and openreach are now saying I cannot reorder because I don’t live in a fibre area. After explaining I ordered it in January and the engineering from openreach showed me the fibre on the pole and the route to it for the ducting it’s nothing has changed. Hundreds of complaints to both BT and openreach and still no further. No answers, just they are looking into in. It’s been months they cannot communicate they are slow and they do not care. Avoid at all costs”

Helpful Report

Posted 1 year ago

Openreach is rated 1.7 based on 300 reviews