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

Sort by: Most Recent Most Recent Highest Rated Filter: None None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“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 1 year 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 1 year 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 1 year ago

“THIS IS NOT 5 STARS BUT I WANTED/NEED THIS TO BE A FIRST REVIEW SEEN! ZERO STARS!!!! Took more time off work to have broadband fitted, 2nd no show, I have their modem here if they want it back they will have to call round for it. If they think for one minute that I’m going to go out of my way to return it back to them they have another thought coming. 2 days annual leave wasted, staring out the window for 10 hours waiting for these muppets to fail to attend again.”

Helpful Report

Posted 1 year ago

“Took more time off work to have broadband fitted, 2nd no show, I have their modem here if they want it back they will have to call round for it. If they think for one minute that I’m going to go out of my way to return it back to them they have another thought coming. 2 days annual leave wasted, staring out the window for 10 hours waiting for these muppets to fail to attend again.”

Helpful Report

Posted 1 year ago

“Decided, due to rising prices with my current provider SKY to switch to Vodafone broadband. Purchased my internet package on the 28/08/24 via Vodafone website. Booked a days holiday via work for the Installation to take place on the 19/09/24 so that I would be home for the full day. I received numerous notifications regarding the installation date, letting me know that the engineer would be arriving between 13:00 and 18:00. Stayed home all day, no engineer attended to install. No notification that they would not be coming, no call, text, email nothing. Telephoned Vodafone today, 20/09/24 automated service, the only way I could get through to Vodafone complaints was to pretend that I wanted an upgrade! Straight through to a human then as they thought I was going to spend more money with them. I dealt with 2 very helpful call handlers, Luke and the Depack. They did their best to try and resolve this problem, however, I was told that an engineer would not be calling today to install and that I would have to wait another week for this to be installed I explained that I only had yesterday left as a days holiday via my work and that today I have had to take one days unpaid leave to try and get this installed or sort it out. They kept offering me the 25th which is a Friday and I am at work and there is no way that I can take this day off, to try and get this installed. I have told them that my only window for an engineer to visit is either the afternoon on the 23rd of September or afternoon on the 24th of September he kept saying that the earliest that they could do was the 25th. I’ve told them this cannot happen apart from the fact that I am going to be without the Internet for a week I do not have any more holiday allowance left to take from work and I have had to take unpaid leave for today, although they have offered me £30 compensation me taking the day off as unpaid leave has cost me a further £70. I do not recommend Vodafone. I have been told that a manager will call me later but do not use this company , it started off well but very rapidly went downhill. I do not recommend.”

Helpful Report

Posted 1 year ago

“Useless. Engineer did not show up and no reason given. Now have to wait over a week to get Internet”

Helpful Report

Posted 1 year ago

“Dreadful service. Had to wait 8 weeks for second visit, couldn’t complete the job on the first!!! And still my internet isn’t connecting after the second visit. Wasting time on the phone to someone and making excuses. I heard that they get paid even if work isn’t completed. Hope I never need to use them again. Used them through supplier- UW”

Helpful Report

Posted 1 year ago

“Can’t ring them. Ironic as they are apparently in the business of phone communications. They text asking for a text response back. Only their text services doesn’t work.”

Helpful Report

Posted 1 year ago

“Two engineers. Poor communication. Lack of skills. Avoid these guys to do a job. You'll be sitting 5 weeks with no Internet or bankruptcy if your running a business.”

Helpful Report

Posted 1 year ago

“Great service engineer work on my internet line untill it was up to speed brilliant customer service he did a great job and kept me informed about everything he was doing one very happy customer”

Helpful Report

Posted 1 year ago

“Pathetic service. I placed an order through V4, and they used Openreach. Originally it was Thursday, then they moved it to Friday, and it's now Saturday and I still haven't heard anything from them. Avoid at all costs.”

Helpful Report

Posted 1 year ago

“terrible. The engineer strung me along kept setting the time back and back until he just never came and didn't even say he wouldn't make it. I cancelled seeing my mum in hospital and had to get someone to go to my house to wait for him never to even show up. He knew I was getting someone to go around at 1pm and he was still messing me about with times at 6:15pm.”

Helpful Report

Posted 1 year ago

“I have up to now had 3 engineers come out to sort my slow wifi out. 1st came ag 7.30 am. Woke me up. He was talking about running cable under my newly fitted carpet, move everything into the bedroom etc. All it was was a slow internet i told him to leave. Second one said it I needed new cable. Needed an electrician to do that. Third engineer was thorough. Got verything working as it should be. Very polite and new what he was doing. Third time lucky. Thank you Hangsingh. Only one who seemed to know what he was doing. Are these engineers not trained before they go off into peoples homes?”

Helpful Report

Posted 1 year ago

“I tried to speak to Openreach but it appears you can only chat to their online chat bot, before you might eventually get a human if you press the right combination of options. I then tried to log a complaint about their engineers over 2 visits who dragged dirty muddy cable all over my front windows and were in my front bushes, woke me up on a Saturday morning banging cable on my walls and swearing at each other, yet never announced they were coming on either visit. Openreach just told me to speak to my service provider but I didn't call the engineers out. My 'service provider' TalkTalk therefore would not log the complaint and sent me back to Openreach. I went to and fro 3 times. Each time Openreach asked which neighbour called the engineers out...no idea didn't see a neighbour outside with them! Yet Openreach must know as they tracked the engineers down. So what I am now assuming after unsuccessful logging of a complaint, is that Openreach never log complaints, giving the impression they give great customer service...which...they don't!! Openreach...not so 'Open'...more 'Closed' and go away annoying customers.”

Helpful Report

Posted 1 year ago

“Landline still not working after 5 days. I was given an appointment for a engineer to visit between 8am and 1pm today. No-one turned up and no message or apology. Compained to BT this evening, couldn't speak to a human, just they knew there is a fault and an engineer would call in two days ????? Hopeless, we will be changing our supplier.”

Helpful Report

Posted 1 year ago

“...Openreach whilst installing a neighbours new broadband line...CUT OFF OURS!...the permit holders on our Rd have every right to be upset as we try and keep spaces free for the engineer(s) to finally arrive and fix the problem THEY created...so fyet days of this as we fret and phone fret and phone etc this is becoming a complete and utter joke and waste of our time isn't it? If I could give 0 as a score it would be too much”

Helpful Report

Posted 1 year ago

“Engineer arrived without appointment. Smoking in my face when I opened the door. When I said it was inconvenient as I was in the middle of stuff. He started to walk away. I told him to wait, and come around the back of the house where the incompetent Sky engineer has installed the box. He said it was inconvenient for him. He drove away. I now have to wait 2 weeks for another aggressive Openreach engineer to do a basic check. Perhaps you have to be diversity averse to be a Openreach engineer?”

Helpful Report

Posted 1 year ago

“If anyone is having an full fibre install or any engineer visits soon, be wary if you get assigned engineer called Emma.. waited in all day for her arrival. Was then told Between 1-6pm, called her at 6pm to see if she was on her way and maybe running late.. no answer so called EE direct.. she said to EE I refused entry and cancelled appointment at 6:01pm! No contact at all from her. Now have to wait till September for another engineer!! Shocking behaviour (maybe don’t like working in the rain but very unprofessional to say the least)”

Helpful Report

Posted 1 year ago

“Is this parking even legal - across my pavement. Definitely not on any emergency. Portree, Urquhart Place, today. Carpark within a few feet!”

Helpful Report

Posted 1 year ago

Openreach is rated 1.7 based on 312 reviews