Openreach Reviews

Name: Openreach
Rating: 1.71

1.7 Rating 286 Reviews

17 %

of reviewers recommend Openreach

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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

“This has been the worst customer journey experience I have ever had with an organisation who should be regarded as leaders in their field. I requested that the ONT (Fibre) box in our 3rd floor flat was moved as the room in which it was located was subject to internal building work. I made the request on February 3rd and received an appointment for Feb 17th. I provided all the information I could about the flat, that it was on the 3rd floor, that it is an old listed building. On the 17th an engineer arrived, said he needed access to a neighbour’s property, neighbour wasn’t it, so told us we had to make another appointment. We did this, again providing all the information and requesting if possible a time that our neighbour could commit to being home. We were told they’d put it on the notes but could never commit to anything other than morning or afternoon. We waited all day for this second appointment, but nobody came. When I called to ask about the no-show appointment I was told it was all in the notes, but didn’t look an appointment had been made. A third appointment was made. Again a request for early morning, again no commitment to do so. Late morning an engineer arrived without any knowledge of what was needed. He told us there was nothing he could do as he wasn’t a fibre engineer. We’d need to make another appointment. “This should have been in the notes” he told us. When I called again I was moved on to the ‘Executive Team’, the ‘highest’ level of problem resolution. My journey with Donna from Executive Complaints began on March 10th. This was going to be good news in resolving the issue I thought. I’m writing this on the 26th March. Still no engineer has been. I get told that systems issues are the problem. I’m told that Donna understands my frustration. I have now received a text telling me that my Broadband box is to be moved on April 11th. This is 9 weeks after I arranged the first appointment, and 7 weeks after the first engineer came out. It’s no exaggeration to say that Openreach have left me anxious, depressed and helpless. They know that my flat is a building site while we wait for a bathroom to be installed. They ‘understand’ yet do nothing at all. They have demonstrated a complete lack of customer care. They epitomise the increasingly common attitude with large service providers that as long as you stay on the automated happy path you will get a service. If anything deviates from that, even if it’s wholly their fault, then they don’t care and you will be left to your own anxieties and frustrations because you, after all, simply don’t matter to them.”

Helpful Report

Posted 3 months ago

“I waited 2 weeks for appointment then on installation day they text me saying they have arrived and connecting the service, then nil communication for next 4 hours. Then they text - sorry we missed you!”

Helpful Report

Posted 4 months ago

“Absolutely shocking . They blocked my drive for 3 days without notice or apology. The Openreach complaint process is hard to navigate and after inadequate response I escalated to the Openreach CEO office . They had to be prompted to respond at all and seemingly not interested in my complaint.”

Helpful Report

Posted 4 months ago

“Returned home to find are large hole had been dug in front of my drive, preventing access to the drive and my EV Charger. No warning, in fact no communication of any sort from Openreach”

Helpful Report

Posted 4 months ago

“A wooden communication pole owned by Openreach has been loaded with full-fibre cables and boxes, and is used by flocks of birds to roost. The disease ridden bird droppings are coating cars and footpaths/driveways. They put a few cable ties on the pole last year but it hasn't stopped the birds. Now, Openreach are refusing to carry out bird-proofing. Cars are coated within very short times.”

Helpful Report

Posted 4 months ago

“So much for upgrading to fibre broadband, a week in and no internet whatsoever, and another week to go before open reach say it will be fixed, shocking service”

Helpful Report

Posted 4 months ago

“An outrageous, disgusting service which has left a disabled 84 year old man without a fixed phone line for 6 months!! This is his lifeline for help. A battle between Utility Warehouse and Openreach has been going on for over 2 years with us stuck in the middle. Openreach engineer said the outside cable was too old and needed replacing but Openreach won't pay for it and UW can't get them to do so. Amazing how they can take his money but not provide the service. We've spent 6 months sending emails, checking sockets, phonecalls and negotiating with UW and Openreach,to be told neither of them can help him. No compensation or apology for the stress and time that this 6 month battle has gone on. A disgusting way to treat someone who needs help.”

Helpful Report

Posted 4 months ago

“Let down again by Openreach. I have been waiting over 6 weeks. The first appointment, nobody turned up. I took a day off work. Next appointment 10 days later. 3 times no show. So 4 days holidays from work wasted on no shows by Openreach. Appalling Wish I could give them zero stars.”

Helpful Report

Posted 4 months ago

“I have been let down by open reach 5 times, absolutely dire service!! Why make promises you can’t keep!!”

Helpful Report

Posted 5 months ago

“An openreach engineer should have contacted our broadband on Friday 31st Jan. The engineer was a no show. Since then we have been left in the dark with contact of explanation. Our provider Sky has told us that nothing can be done for 3 working days. Today after 3 working days I was told that openreach would be in contact within 48 hrs? If this doesn’t happen they would then be able to rebook an appointment, some 9 days after our initial appointment. The service we have received from both openreach and Sky has been dreadful and unacceptable. We have been left in a very vulnerable situation with limited phone signal and with vulnerable family members who rely on us. Very disappointed.”

Helpful Report

Posted 5 months ago

“One word awful! Service from openreach is rubbish. It’s like the left hand doesn’t know what the right hand is doing. Can’t get hold of anyone, then they refuse to email or text to give updates on progress of works.”

Helpful Report

Posted 5 months ago

“Openreach was meant to be out today to fix the box on top of the pole outside my house to I can have WiFi again on day 13 now and still now it's shocking going to be changing networks”

Helpful Report

Posted 5 months ago

“Absolutely shocking. Waiting in all day for my 1300-1800 appointment only to receive a text off openreach at 1545 saying they had missed me even though i was sat at,home and they didn't turn up. Will never ever use them again. Liars and lost me a day's pay.”

Helpful Report

Posted 5 months ago

“An engineer working on the cabinet has most likely crossed lines so my line has another number.Openreach did this a few years ago and never apologised.It has happened again and after 2 days working on 4G Fleur telecom my supplier say Openreach will not fix it and i have to let my PSTN provider know and I dial 150 and due to the crossed line it wont dial....I am at a loss no one accepts responsibility and i have no internet through no fault of my own.If a competent plumber left a job with a fault they would return within houses I am sure.How do Openreach get away with it.Looks Starlink for me now as loss of work hits home.This is the first time I have reviewed them and would give no stars if I could.If i could call an engineer direct I know it would already have been sorted as they are superb shame about the rest of the company.Rant over.”

Helpful Report

Posted 5 months ago

“Im caretaker for a block of flats ,whenever a tenant moves out their line is disconected ,how is it every time someone moves into that property we have trouble getting it turned back on due to a fault on the line,if its working when they move out it must still be working when someone moves in ,their engineers are poorly trained.”

Helpful Report

Posted 5 months ago

“Had one engineer come out, who explain they would have to come back to connect full fibre to the house. That was a month ago. Now they are outside doing just about every other house in the street. Ask the guys would they be doing mine to which they explained EE has to come out first to remove my copper line. That would leave me with no connection. EE explained they are waiting on Openreach, and are still waiting on Openreach. Currently I'm paying for Full fibre and not getting it. Hope they have to come back when it's pissing down with heavy rain and high winds.”

Helpful Report

Posted 5 months ago

“We have had no Internet or landline since 6th January 2025. OPENREACH fail to contact us we have to ring Talk Talk everyday who give us another date for it to be fixed but it never happens! We run a business and rely on our landline and Internet for work, and in this economic climate having our lifeline out of action for 3 weeks is out of order is not acceptable! They are just awful company!”

Helpful Report

Posted 6 months ago

“Between Sky and OpenReach it is apparently a competition as to see who can do as little as possible in fixing my frustratingly slow internet. 1) The engineer sent out by Sky is a lad from openreach. Who then tells me everything is fine. 2) Sky then tells me everything is fine, but the area is serviced by 3rd world ' broadband' speeds - and no, it is not going to get upgraded, but we will force you to pay a truckload of money for it. Problem is the service is always dropping and the speed of the line is sometimes only 3mb/s.... seriously? Is this the best that you can do?”

Helpful Report

Posted 6 months ago

“Openreach keep sending me texts with dates when they will come and fit Fast Broadband. All I have to do is text CONFIRM. I text CONFIRM and it answers with 'not delivered' in red! This 'communication' has so far lasted 5 months - the same text delivered and my reply NOT delivered - a never ending cycle. There is NO WAY of contacting them. No telephone number/email etc. They are useless! Does anyone know how I can”

Helpful Report

Posted 6 months ago

“Despicable, deplorable third world service. How can a company like this be in business? Trying to get internet at our new flat in London for over 1.5 months. We have been lied to by their engineers and the providers themselves can't get appropriate communication. This is third world service”

Helpful Report

Posted 6 months ago

Openreach is rated 1.7 based on 286 reviews