Openreach Reviews

Name: Openreach
Rating: 1.73

1.7 Rating 312 Reviews

18 %

of reviewers recommend Openreach

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1.7

Based on 312 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	1.8 out of 5

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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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“Terrible experience. Waited 2 weeks for an installation date which I had to book off work as someone had to be home to let them in. They came and said they didn’t have the “right ladder” but they would sort out the box on the inside so no one would have to be home next time. The engineer then left and said he’d come back in 5-10 minutes - he never came back and I just a notification from the company that the date had been rearranged and I would have to be at home on another date to let someone in. This is extremely disappointing customer service and they clearly hire people with minimum qualifications and skills and label them as “engineers” .”

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Posted 2 years ago

“Worst company ever and horrible rude workers. I would give 0 stars. I've been waiting for over 2 months now for them to fix the broadband, with no luck. Got them coming over several times, did nothing and left without notice.”

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Posted 2 years ago

“If it was possible to leave 0 stars I would. I have had a total of 4 engineer visits and 10 engineers come to look at my property for what should be a routine broadband installation. Each time they told me the ladders weren't long enough, and that a hoist wouldn't work. None of them ever wrote any case notes, so each time they would come back and say the same thing - ladders aren't long enough. It felt groundhog day. I've waited 2 months for internet. Possibly the worst company I have ever had the misfortune to deal with.”

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Posted 2 years ago

“Have left a very vulnerable 93 year old with no phone since 4th July. Contractors cut through the line and it was reported to Openreach as a welfare case which they are supposed to resolve quickly. We have been informed today that they are not even going to do the repair until Monday 10 July. This is disgusting and they should be ashamed of themselves as the phone is this man’s lifeline”

Helpful Report

Posted 2 years ago

“Had a note put on the post next to my house on Friday informing me about planned work on the post on Monday - no other information to me or my neighbours. Monday turned up and the phone and internet were disconnected. When speaking to the Openreach engineer he told me that we should have been informed that we would be without service this morning. A communications company that don't know how to communicate. Unfortunately I can't leave less than one star 🤬”

Helpful Report

Posted 2 years ago

“Installer arrived at the wrong time. Did his job but failed to change the installation status to complete. This means my Fathers landline is unable to receive incoming calls. My father is 79, disabled and vulnerable. Vodafone are blaming OpenReach. OpenReach are telling me to speak to Vodafone. Absolutely disgusting service from both parties! It’s been 2 weeks now and still no further forward.”

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Posted 2 years ago

“My engineer, Peter Chard, called out to us this morning at 8.30 am - first class service, helpful and contacted me 3 times to keep me updated - cannot recommend his expertise enough. Thank you Nikki B”

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Posted 2 years ago

“Only gave one star as couldn’t give 0 stars Had so many engineers out looking at a job it’s simply impossible to comprehend Left dangerous cables in garden exposed but still no rush 3 months waiting for broadband Between them and sky not sure who is worse.”

Helpful Report

Posted 2 years ago

“Failed to turn up on four occasions to sort out a landline extension. I eventually managed to contact them and they said that I would get a call to rearrange the visit. Still waiting for the response. Totally useless!!”

Helpful Report

Posted 2 years ago

“Openreach engineer was lovely but when he called a colleague to ask advice as he was unable to rectify the issue for my 91yr old vulnerable mother his colleague told him to say he was going to his van to get a part and then drive off. He said he’d done it in the past. Openreach and Bt show utter disregard for vulnerable customers. I will raise it with Ofcom but it’s hard to believe they’ve been able to do this for so long without regulatory intervention”

Helpful Report

Posted 2 years ago

“Cross over (drop Kerb) contacted them in January 2022 charged site visit £350 came out in April nightmare trying to contact them, gave me plans and photos on what they were going to do. Had to then pay inadvance £4812.67 in May 2022. Wanted the work for September after chasing again in August they came back to me and said due to company's contractor changes they couldn't do it but if my own contractor could do it they would give me a refund, so they sent plans by email. Then on the day a man delivers the BT lid and stands to watch less than 1hr. Job completed by my driveway contractor. Chased my refund in October,November and December getting no joy jumping through hoops long story short finally got refund April 2023 but without my knowledgment or warning they deducted over £720 for an email and standing around for a job they couldn't organise in time because of their internal changes and charge me such alot without agreement and hassle trying to get anyone to respond. When I complained they just it was worth the deductions for the time. So BT employee's get paid alot for very little work and are allowed to hold your money for 7-8 months with no comeback. VERY poor customer service not taking the customers time, stress and money worries into account caused by them”

Helpful Report

Posted 2 years ago

“Paid by local government to upgrade my village. Speed may have gone from 30 to 35 at the most and much less reliable, lose it for whole chunks of the day. Yet a new build site in the village is going straight to fibre, and OpenReach are not going to spread it to the rest of the village. Useless shower, BT in all but name.”

Helpful Report

Posted 2 years ago

“came to fix neigbours landline and ended disconnecting 15 local residents broadband. now without broadband for 10 days, useless company”

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Posted 2 years ago

“The engineer arrived less than 24 hours after being called out. He was very helpful and found the fault and repaired it quickly. Thank you . Albert Mott.”

Helpful Report

Posted 2 years ago

“I paid upfront for the engineer charges and it was taken straight from my bank as sort of arranged with talktalk..? Anyways,moving on from that,this pre paid technician has failed to show up at the two designated times (12hrs of my waiting/wasted time!) So I phoned talktalk who said that the job had been reported as complete?? Which it obviously wasn't! Arranged for me YET ANOTHER appointment date which is in two more weeks!! Same outreach non show service has been designated. Why the hell don't they give the job to another company that can be arsed?? Disappointed, enraged aswell as fed up, is an understatement. Utterly useless!”

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Posted 2 years ago

“I was very happy with the service I received. Amend was courteous, efficient, and very quick. He should have had his hi-viz jacket washed, though!”

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Posted 2 years ago

“Uncaring left where I live in a mess a dangerous for me. I have a disability and they ignored the Equality Act 2010 I used. Worst company ever they just don't care.”

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Posted 2 years ago

“guys from Openreach came to my door without any letter or appointment. I opened for him and he said that they are changing cables in the area and I politely let him in. so he came in and he checked my cables which I paid for extra to be passed through my roof as I recently refurbished my home. so he wanted to drill whole in my bedroom, and pass the cable through my bedroom, sitting room and hall, in very silly way. one of them agreed to do how it was , however the second person wasn't happy about it because he was just lazy. they left and disappeared. I waited for them to come and suddenly my internet connection got cut. I tried to find them however their van was nowhere to be seen. I work from home where internet connection is a key. I wasn't able to continue my work. moreover, they passed cable through my garden, in the middle of the garden without my permission. my kids play there and the cable was very low.”

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Posted 2 years ago

“Supposed to be a telecommunications company yet communication is non EXISTENT! Complaints system waste of time. Re_ routed a wire on my property without permission to sort out an issue they had with a neighbouring property. Took 4 months to to get them to rectify their underhanded work. Was constantly fobed off and lied to by Engineers who were also rude. Dreadful company that doesn't seem to care about customer service!”

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Posted 2 years ago

“Engineer Sean sorted BT broadband problems today, no fuss, friendly and informative”

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Posted 2 years ago

Openreach is rated 1.7 based on 312 reviews