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

Filter: Rated 1 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“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”

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Posted 8 months ago

“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.”

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Posted 8 months ago

“One of the worst and stressful experiences I have ever had, absolute lack of communication, send out engineers knowing that work cannot be carried out due to permission of work, no way to contact them, just an absolute useless company, how they are still running I have no clue so if I was you, try to stay clear as it will cause you pain!”

Helpful Report

Posted 8 months ago

“My wife and I work from home but booked Openreach to sort fibre out for us....the engineer turned up a few hours early when my wife was having a meeting - he then said that there should have been 2 engineers for our job and disappeared....a couple of days later a new engineer turned up and said that there should have been 2 engineers but she would try and persevere....she did what she could and then sat waiting in her van for a few hours...as it was getting dark she said she needed the light to see the fibre so she was going home but would be back the next day....she never did! We wanted supernatural Internet and now have an Internet that is worse than 90's dial-up speeds! Openreach have not communicated when they're coming back! They really do come across as a bunch of cowboys!”

Helpful Report

Posted 8 months ago

“First of all the engineer came late to set up the wifi, then he needed a longer wire, so he went to get that. Hasn’t come back. We have been waiting for a month and a half for wifi now.”

Helpful Report

Posted 8 months ago

“18th. August 2023 Open Reach Engineers visit Engineers Name: Jason Engineers unique Phone number: +44 7701407771 Arrival time: 10:15am Description of Engineers visit: Jason began testing the landline. He didn’t bother to let us know that he had disconnected the internet. My daughter who works from home was in the middle of a meeting with Brighton University when the internet went down. She came downstairs and asked the engineer if he had disconnected the internet? He replied “err yeh?” He didn’t seem to be at all concerned about not letting us know he was going to switch it off. My daughter was very embarrassed when she had to explain what had happened to her manager. In the meantime Jason replaced a component on the wall in order to get the landline up and running. He then quickly left the building without turning the internet back on !? I complained about this to SKY who is our provider but they jus pass the buck to Open Reach. I have been unable to contact anybody at Openreach who can help to even start a complaint process. I have been passed back and forth from Sky to openreach over and over again. Each company insisting that I speak to the other. I have amassed 9 pages listing all the emails I have sent to no avail, and the dates of all the phone calls I have made along with the names of all the people I have spoken to - none of whom would help me to even start a complaint. I understand that this process is put into place by Openreach on purpose to frustrate customers so that they ultimately just simply give up the will to live.”

Helpful Report

Posted 8 months ago

“Don't ever get and engineer out the managers sat them for no reason and make them feel suicidal Andy Norman has sacked a colleague for no reason and made him suicide that he took his own life due to Andy norman actions the viral company don't care about anything set from themselves they train their colleagues to harass and bully customers and public”

Helpful Report

Posted 8 months ago

“One of the most unprofessional companies in the market. I was waiting 3 months to get fibre optic broadband installed. It was due to be installed today 25.10. I kept getting the automated reminder messages till last night. Guess what? No one shows up after 3 months of long wait and several messages. No one bothered to give a courtesy call as well. The matter has been escalated now”

Helpful Report

Posted 8 months ago

“The man came on Tuesday to fix a box outside for the broadband he told my husband he couldn't do i it because it would make to much mess.”

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Posted 8 months ago

“appalling. Engineer turned up and did t even try to gain entry to our business and left site. I reviewed the cctv and it can clearly be seen. What’s more out IT director has informed me this is standard practice from Openreach, he said they are so unreliable.”

Helpful Report

Posted 9 months ago

“Help no Broad band. No help from anyone”

Helpful Report

Posted 9 months ago

“My broadband has not been active since Wednesday , I have no service to my sky glass & any other devices needing internet access. An engineer visited yesterday and left saying it was sorted, it is not! He constantly blamed the last engineer for not doing his job properly He then moved my router to an old line that has not been in use for over 10 years, said he was going to check lines outside the house and never returned. I understand junior engineers need to train but that’s twice now you have sent someone that obviously is not experienced enough to fix issues that don’t just involve a small tweak. Appalled by this service”

Helpful Report

Posted 9 months ago

“5 weeks and still waiting. Is openreach after a comedy award.”

Helpful Report

Posted 9 months ago

“After six months of Openreach telling stories, nine engineer visits, they finally got my line up to speed six month ago. The events followed in order to what happened when moving to BT internet from Vodafone, plus the exact same claimed repair. On record of telling my internet supplier the problem at the beginning of engineers first visit. Now been on holiday for two week and returned to no internet, then slow speed. Is it going to be a third experience of Openreach’s story telling. I will keep you updated. I will not leave my name as repair may never happen if they identify me.”

Helpful Report

Posted 9 months ago

“useless bunch of idiots”

Helpful Report

Posted 9 months ago

“This company ignores ALL communication from customers and BT.Notably, we scheduled for engineers to dig up garden for cable trench to change over to digivoice service when I was not working so that I could leave without being obstructed.They ignored this and turned up extremely early on THE only day in the week that I work!!! Not only that but because we were not there to greet them they then rang the door bell repeatedly-waking me up and making my working day really difficult later as I had a panic -attack. We also arranged for connection and changeover a week after our return and were forced to re-arrange times and dates several times whilst on holiday in Bali-unbelievable(because Openreach kept countermanding arranged days and dates and booking days and times that were ridiculous as we were away for 3 weeks on the other side of the world holidaying.We wanted an engineer to connect the fibre cable and junction box after we got back so that we had wi-fi until we were ready for the changeover. We also needed the engineer to set up the back-up and check the system was working at optimum.So obviously he needed access to interior.Again Openreach ignored our communication and completed the changeover from copper service to fibre a few days before our return-result :2 days later (one day sleeping, getting over jet lag and the next day reading e-mails, post and emptying cases-tv and wi-fi was not working. Because the engineer had done the final connection, our tv and wi-fi had been disconnected using our old hub so we were forced to get out all the equipment: new hub, leads, back- up modem and disc.This took a considerable length of time and left us stressed, tired and anxious undoing the fabulous holiday we had just had.Thank you so much Openreach for your arrogant, self-serving, dismissive, unprofessional company.If we had to do it again, we would choose ANY one of your competitors-on the basis that they couldn't be any worse!! In conclusion, do not believe the marketing proposing that it is easy to install and that they will work with you.What you'll actually get is the antithesis,plus stress and anxiety.”

Helpful Report

Posted 9 months ago

“11 weeks waiting for a fibre cable to be run four visits messed up every time ran wrong cables absolutely shocking mess up and not even made priority pathetic service will be posting on Facebook as well”

Helpful Report

Posted 9 months ago

“Phoned the Openreach ‘helplines’ to report (again) a longstanding problem with our degraded copper line preventing us from changing our service provider (Openreach unable to replace it four years ago as ‘it would cause potential damage to our neighbour’s garden). The operator just kept repeating the same thing ‘contact your service provider’. Then put the phone down on me. This is an infrastructure issue, so not at all responsibility of my supplier - I want to move from Virgin cable to another cheaper above ground cable supplier. I phoned Ofcom who were much more helpful. All companies will have to replace copper cables for full fibre by December 2025. Just hope Openreach have the capacity to meet this deadline!”

Helpful Report

Posted 9 months ago

“They failed to turn up on two occasions without any notice and I still haven’t had my fibre installed all of the cables and ducting is complete but they have not returned to install”

Helpful Report

Posted 9 months ago

“Absolutely disgusting customer service of open reach. We have been trying to get Internet since July with two different Internet service providers and they are struggling with open reach cancelling appointments and delaying work. If I had another Internet provider in Cornwall I would switch to them without question. My partner and I are both remote workers and we have suffered incredibly because of open reach.”

Helpful Report

Posted 9 months ago

Openreach is rated 1.7 based on 286 reviews