Openreach Reviews

Name: Openreach
Rating: 1.71

1.7 Rating 286 Reviews

17 %

of reviewers recommend Openreach

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Metrics

1.7

Based on 286 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 are impossible to contact, there helplines go no where, there complaints system goes no where, the engineers fob you off when you talk direct to them. How can they get away with this terrible service? They just do not care. Its a disgrace. They worked on the telephone pole outside my mothers house, she lost her phone line directly after and now they could not care less. This is what to expect from them.”

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Posted 2 years ago

“When open reach work man said he'd dug up my garden to fit fiber and he hadn't touched it. Got payed for the job I think he should be sacked .reveiws are true like mine. I'm still waiting for it to be done. Media should be told about all the nonsence this company tell customers”

Helpful Report

Posted 2 years ago

“Was not expected the firm to turn up and did the cable work connected to sky and broadband, the cables to the property was fixed appalling and a Messy to look at, very bad workmanship NOT HAPPYs”

Helpful Report

Posted 2 years ago

“Made an appointment for an engineer to drop the hook holding, the in cable, on the side of my property, by only 5cm, so urgent work could be carried out on the property. An engineer call Max turned up and said it would cost me hundreds but very vague when pressed . Can't give me a proper price but i have to book the job in again and after they have finished i get the bill. Who is going to agee to that arrangement? I was told by someone in the same trade a 15 minute job, no need to replace wires etc just a new hook an attach . An then, as he's leaving tells me I will be charged for his time as my line is working. He spent as much time sitting in his van on his mobile as talking to me. No free estimates from openreach. Rip off”

Helpful Report

Posted 2 years ago

“I had a phoneline cut through accidentally during plastering work. They came next day and fixed it in about forty minutes. The only thing I'd say was I didn't no they were arriving so I almost missed them as I was going out. Excellent service overall.”

Helpful Report

Posted 2 years ago

“Disgraceful service, engineer, named Max, turned up satoutside our street door for about hour, l assumed he was working on he's laptop or phoned, did not get out of van or ring our door bell, then drove off, never came back, he reported he was unable to gain access. I had to chase up what had happened and no apology recvd. Now have to wait in for another appointment,”

Helpful Report

Posted 2 years ago

“ANON - THE VERY ORGANISATION I HAVE EVER COME ACROSS.”

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Posted 2 years ago

“Open reach are disgraceful I’ve not had Internet now for three weeks and my family member works from home it’s been terrible they were meant to come today and they have not”

Helpful Report

Posted 2 years ago

“Outstanding service today a engineer was here four hours he checked everything called a college to go up the pole for safety resolved the issue I had with broadband . Five star plus service Well done and Thankyou bt open reach and the lady who helped me on chat before getting enginner was so helpful five stars to Thankyou”

Helpful Report

Posted 2 years ago

“As a customer we have no choice but to use this dreadful company. They never show up when they make an appointment. They don’t have the expertise or manpower to carry out this fibre upgrade”

Helpful Report

Posted 2 years ago

“BT engineer supposed to be with me to fix a fault between 8am-1pm. Still not arrived at 4.15pm. Then I discovered the engineer had marked the job as started at 12.56pm. It had not. BT engineers are clearly lying about hitting targets. Couldn't care less about customers missing a day's work.”

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Posted 2 years ago

“Useless - took forever to get internet working. Very disappointed primary school children as a direct result. Very upsetting - Openreach are NOT to be trusted.”

Helpful Report

Posted 2 years ago

“Shocking failure to fix a simple fault, has been going on for six days now with no end in sight. Avoid this company, and any service providers that use them, at all costs.”

Helpful Report

Posted 2 years ago

“Have made multiple appointments over a two-month period. They don’t show up”

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Posted 2 years ago

“Did not turn up for broadband install then lied about having been here, I spent a day off work waiting. No communication as to why they did not come and engineer did not answer his phone. Totally useless and undependable, cancelled BT order.”

Helpful Report

Posted 2 years ago

“Awful. I signed up to a new internet provider and they rely on Open Reach to provide the fibre connection. But, they don't turn up, even when appointments are made, and they don't even contact us to say they aren't going to turn up. What a shame that this company is relied on by so many people for a basic service. Awful company.”

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Posted 2 years ago

“Have never know such lazy unqualified shamefully company even makes BT look bad”

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Posted 2 years ago

“We are experiencing incompetence of the highest order. We are moving our business and wanted to have all our services at the new location and quite honestly the staff interaction has been so below par that I have not a clue how to resolve it. please can a senior person reach out and help us.”

Helpful Report

Posted 3 years ago

“Booked Two appointments with them. Engineers did not turn up at the write time slot. Engineers turn up whenever they want. Managed to get a phone call off the engineer to be rudely told that someone must be in the house at all times. This was on a week day at 11am, do they not know people have work to go to? If it wasn't for the fact that they are the only the provider I would have switched to another company who did not use openreach.”

Helpful Report

Posted 3 years ago

“I am now 7 weeks without internet due to Openreach incompetence. I have had 6 visits from engineers who all say I need a hoist to connect a wire from the house to the telephone pole. they say a hoist is booked for the next appointment but they turn up without one. There is no system that allows you to talk to them so i have to communicate via live chat with Talk talk who also promise me that they have spoken to Openreach and they will provide a hoist at the next visit but they don't. Frustrated”

Helpful Report

Posted 3 years ago

Openreach is rated 1.7 based on 286 reviews