Openreach Reviews

Name: Openreach
Rating: 1.74

1.7 Rating 319 Reviews

18 %

of reviewers recommend Openreach

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1.7

Based on 319 reviews

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Delivery Methods	Postal Service
Customer Service
Communication Channels	Telephone, Live Chat

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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

“Waited 5wks for someone to come when an engineer put a cable up in between tree branches that were pulling on the wires and causing damage to our property, we eventually had to get someone to cut the branches down at a cost of £120 to ourselves. Tried to recoup the payment from them, dozens of emails, phone calls to a call centre in India and continually being fobbed of and given other numbers to try. Absolute waste of space, your customer service is dire😡”

Helpful Report

Posted 7 months ago

“I've had an ongoing issue with my internet for several months now, and my main experience with them is that they don't even show up. I had one Openreach engineer not turn up back in May when I had taken a day off work just for this. The same issue has been an ongoing problem, and 2 weeks ago, another engineer said the issue was underground and would involve digging up my garden and the pavement outside to resolve it. I told them to go ahead. After many instances of chasing up with BT (don't ask) about what was happening, I was told Openreach were coming to do the work yesterday, I even had a phone call the day before to confirm. Guess what, they didn't turn up, and BT's response, even when escalated to management, seems to be, we really hope they turn up soon. Absolutely useless from both companies.”

Helpful Report

Posted 7 months ago

“After numerous texts and emails to remind me of the date, time and preparation required, including on the morning of installation, at 8.45am I was informed they were not coming to install full fibre. This shows utter contempt for the effort on my part to re-arrange my diary to be at home, move furniture etc Appalling service !!!!!”

Helpful Report

Posted 7 months ago

“Have been waiting 9 months for BT Openreach to sort my broadband full fibre. Engineer's get sent and they don’t know what they are doing. Lots of false promises. Fed up with waiting and you can’t contact them, you have to wait for them to text you. Awful customer service.”

Helpful Report

Posted 7 months ago

“BT wrote to us - at least 8 emails, texts and calls - confirming they will be coming to us yesterday 23 July, 2025 between 8 and 1 to digitise our system. As we couldn’t be at home then we paid someone £50 to be at our house for the Eric’s in order to let BT in. They never turned up, no communication to cancel or warn they would not be coming. I called BT to complain and ask for compensation. They said they didn’t know why the engineer didn’t turn up (they hadn’t updated their system), and they wouldn’t reimburse us the cost of the ‘BY sitter’ either. Awful, awful service and attitude. We have been with BT for more than 25 years. We will not leave them. A fine example of reputational damage to a (ex) national institution. Shame on them”

Helpful Report

Posted 7 months ago

“we were booked in for an appointment between 8 - 1 no one turned up. then at 1pm they send a text saying Jamie is working on the network and will need to get access to the property. no one turned up, at 2pm we get a text saying sorry we missed you, rebook your appointment!. went on the open reach site for a contact number and all the displayed contact numbers are not in service !!!!!!! what a waste of time.”

Helpful Report

Posted 8 months ago

“We moved to fttp 7 months ago, have had packet loss every single day on a wired connection. People in 3rd world countries have better internet than me. It's horrendous. They should be ashamed of themselves”

Helpful Report

Posted 8 months ago

“Have had broadband speed problem for over 12months I suspect that they either no the problem and don’t want to spend to fix or don’t know what to do terrible service post code ST0 1RE good luck to all the rest of the customers”

Helpful Report

Posted 8 months ago

“One word AVOID.”

Helpful Report

Posted 8 months ago

“Extremely Aggressive Un professional. Tried To Walk Through My Tenement To Check Out Back. I Explained NOT A Walk Through. There's A Hate Access To Gat Out Back. I Dont Have Or Want Openreach. He Proceeded To Be Very Abusive. Absolute Disgrace. Left Me In Fear And Alarm.”

Helpful Report

Posted 9 months ago

“Bt Account no: WM35493000 But let down by openreach Rated 1 out of 5 stars Low level of customer service on a complacent/criminal level On monday 02 june 2025 we had fibre optics booked. I am an electrician and I had a day off work. I sat in all day nobody turned up. Re booked for 05 june 2025. Today I took a second day off. I watched rising damp, hart to hart, lovejoy still nobody turned up. I feel extremely stressed. My pay packet tomorrow is 2 days less. It is a very low level of customer service. My time is as valuable as everyone else. I find it complacent, 1 way communication, no reply phone numbers, no reply emails. Its low level service if not verging on a criminal level.”

Helpful Report

Posted 9 months ago

“The Engineer came to install fibre , has left the outside of our property wrapped with dangerous wiring that looks like a washing line and did not re connect our bell . Can’t get hold of Openreach and service provider didn’t want to know or contact them on our behalf , what do I do ???”

Helpful Report

Posted 9 months ago

“Been trying to get a cable laid for improved broadband since February. Cancelled appointments and no show with no explanation and no number to call. Now they say they will cancel our job for no apparent reason. We were assured in February that matters would go ahead immediately! Steer clear. I've spent hours on hold trying to sort both this and BT's erroneous billing during the process.”

Helpful Report

Posted 9 months ago

“Horrible service, booked in for 23/05 instalation of fiber, however, after several sms confirming booking for the date, on the 22/05 changed booking to 30/05. Since I was at work, I couldn't respond on time. Also I was given time to confirm till 4pm, but they changed the booking at 3.30pm. I have taken leave for the 23/05 and now again 30/05, who will pay lost salary? No option to call or complain. The worst service ever! BTW if we were to cancel, they change £200. Where is the fairness in that. The ISP provider "Onestream" said they have no control and nothing can be done about it. So it's absolutely rubbish the service from both ends. I am willing to support my claim with evidence.”

Helpful Report

Posted 9 months ago

“Absolute nightmare of a company, missed appointments,over 6 weeks of waiting and no contact with them. Went to virgin just not have to deal with one of the worst companies I have ever had the displeasure of dealing with”

Helpful Report

Posted 9 months ago

“Today I had an engineer visit my house. He wanted access to the rear of my property to view a wooden pole! He stated openreach wanted to install underground fibre cable to the pole, but the engineer stated it was not practicable. He took photographs of the existing pole in my garden. Once the engineer had left I discovered road marking for a new pole, 1’ from my border fence! I have made several attempts to clarify whether cable will be over the rear of my property, but no-one is forthcoming. Openreach stated if I paid one pound to speak to an engineer my questions would be answered, but NO, they just fobbed me off … gone are the days you can actually discuss things reasonably with someone on the other end of the phone. They now do NOT have my permission to enter my property and it will be all locked up!”

Helpful Report

Posted 10 months ago

“Waited 3 months for installation, got home from work today , cable has been run around my door, it is loose and is a hazard to small kids, looks awful. Very poor workmanship, will call but not hopeful. Contact emails impossible as site impossible to navigate.”

Helpful Report

Posted 10 months ago

“Openreach are probably the worst service provider in the UK and they have built a total bureaucratic brick wall to avoid any form of customer complaints. For 26 days now our service has been down and they have still not done anything at all to fix the system in Dean, Somerset BA4 4RZ They fob you off and BT/EE/Sky broadband with tales of the work being done on a certain day and time and then do nothing”

Helpful Report

Posted 10 months ago

“We have had 4 appointments (5 hour time slots!) booked through our provider for Openreach to come and install our fiber internet. The engineers have not tried to contact us or bothered to show up to the appointment on any of the four occasions. Although I did receive confirmation text messages each time confirming that they will be coming. It has been a month now since to first no-show appointment! I have contacted my service provider on each occasion to make sure they are actually coming, and on each occasion I was told that they will definitely be here. When they didn’t show up, I contacted my service provider again only to be given various excuses as to why the engineers haven’t come (no skilled engineer available, not assigned to an engineer due to Openreach system fault, etc). The first two times they had no explanation at all why the engineer didn’t come. It is absolutely unacceptable to expect customers to sit and wait that many times for an engineer to come who never shows up. I have escalated the complaint through my service provider on multiple occasions and the only resolution they can provide so far is a small amount of compensation (which doesn’t even cover the amount of money I have lost taking time off work to wait for them) and a new booking, which I am again expected to take time off work for to be here in case the engineer actually does show up. This is why Openreach should not be a monopoly! There isn’t even a way to contact them directly, which is also unacceptable in a situation like this. Absolute disgrace of a company! Depending on what resolution my service provider is or isn’t able to offer, I will be contacting the Communications Ombudsman and Ofcom about this situation.”

Helpful Report

Posted 10 months ago

“Openreach is a monopoly. They are money hungry and don’t care for the customers at all. I’m a full week without broadband in my home due to their fault and my service provider can’t do anything and also don’t know what’s going on because openreach won’t give us any information on the matter”

Helpful Report

Posted 10 months ago

Openreach is rated 1.7 based on 319 reviews