Openreach Reviews

Name: Openreach
Rating: 1.68

1.7 Rating 276 Reviews

16 %

of reviewers recommend Openreach

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1.7

Based on 276 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

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“An elderly parent living alone with medical issues depends on a working landline for their lifeline alarm to work. The line failed, was reported via the phone link and a message reported that it would be fixed one week hence. When I questioned it and explained the situation, the matter was raised to priority as a welfare concern, and the line was fixed in less than 24 hours. The engineer was very pleasant and checked thoroughly that everything was working. Special thanks to Jyoti whose help on the telephone, and whose understanding, empathetic approach and a thorough approach to getting the situation resolved, has prevented the family from having another six days of worry, and has saved a person in their nineties from being afraid in case of any eventualities. Thank you so much.”

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Posted 10 months ago

“Abysmal company with no customer service. Merely pass the buck. No landline for over three weeks and they don’t care. They say contact the provider , the provider says it is definitely your fault. Dreadful”

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Posted 10 months ago

“They constantly change dates .which means cancels the order and then reinstates it meaning my phone line keeps getting disconnected. I have a hotel and restaurant and this is losing me a lot of money !!”

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Posted 10 months ago

“I am simply shocked by the lack of professionalism and complete disregard for people’s time. I had to take time off and use my annual leave to wait for these people who never showed up!!! But not only one, twice!!! They are simply ridiculous and deserve only the worst comments! Never come across such a poor service!!! They are simply a joke!”

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Posted 11 months ago

“Horrendous experience, I had an openreach engineer in my driveway in January after ordering BT full fibre 900. He explained that he needed to order ducting and I had to pay to get it installed myself and he would cancel the order and when the ducting was in place I was to reorder and they would come back out and pull the cable through. So I spent months and a huge cost putting the ducting in and in March tried to reorder the fibre which BT and openreach are now saying I cannot reorder because I don’t live in a fibre area. After explaining I ordered it in January and the engineering from openreach showed me the fibre on the pole and the route to it for the ducting it’s nothing has changed. Hundreds of complaints to both BT and openreach and still no further. No answers, just they are looking into in. It’s been months they cannot communicate they are slow and they do not care. Avoid at all costs”

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Posted 11 months ago

“I Reported two open green cabinets on george street neath last week . Both cabinets have been broken into and tampered with , all wires visable , not safe for kids in area. You sent an engineer out . All he has done is Put tape on one to keep the door closed and did not bother with the other so all the wires are still exposed. The elderly man who lives opposite said he saw one of the housed imagrants that have been placed in the area break in to the box and was doing something. Thank god im not with openreach because i suppose alot of peoples internet and phones run of those boxes.i have tryed uploading photos below but they wont send. I will post them on social media if this is not resolved asap.”

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Posted 11 months ago

“Sky Broad Band it’s the worst network ever. Wi-Fi activated on the 17th of June - Router already received. Plugged and done everything. FAULTY CONNECTION. I complained on the 18th of June and booked a visit with the Engineer OUTSIDE from OPENREACH. Therefore, no need to meet in person or access my place. They gave me 48h to sort the issue. Keep in mind that I was home yesterday. You think that sirtes anything? No! Today the engineerL FROM OPENREACH called me and asked me to access my place. I’m out of the country for the week end!!!!! It’s a pure and sole scum! I am supposed to rebook an appointment with another engineer. Pity that I’m in the office at the time. Im cancelling the Subscription with SKY and I m complaining about the disservice from Open Reach who do not update SKY! I had to call them! STILL PENDING!”

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Posted 11 months ago

“God dam animals. Came to do work for my next door and the damage my building and the so call technician just refuse to give me his details. No care at all. Damage class 2 building and they just drove off without any information”

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Posted 11 months ago

“Today I saw an Openreach engineer parked in a layby between Kenilworth and Leamington Spa, Warwickshire throw their empty packet of cigarette out of the van window into the ground. Not good for the countryside is it?! Come on, take your rubbish with you.”

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Posted 11 months ago

“Today, by chance, I engaged in conversation with two Openreach engineers, Musa Huseyin & Jack Tracey outside my house. I explained that I had been waiting through TalkTalk for full fibre for 6 months! Talktalk had kept me fully informed. We realised that all the wiring was in place in my house. The engineers asked if they could test the system in my house. I agreed. Both engineers were extremely courteous, professional and were keen to ensure the system was working. I was delighted with the outcome. Musa and Jack are an asset to the company.”

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Posted 11 months ago

“On 31st May a drunk driver crashed into a telegraph pole on our road & took out all the fibre. A new pole has been erected but still no WiFi. Not just us but a big area. You can never get in touch with Openreach, they keep stating that we need to contact our providers.well when we do contact our providers , they can only apologise to us and try to contact you Openreach who seem to like passing the book. Why is this fibre taking so long to get reconnected now that the pole is back up. I have just spoken to a neighbour who is with BT & they told me there is a dispute between BT & Openreach about who is going to oay for it. NEVER MIND WHO IS GOING TO PAY FOR IT BETWEEN THE TWO OF YOU !!WHAT ABOUT US CUSTOMERS WITH NO INTERNET? DONT BLAME OUR PROVIDERS, GET THE JOB DONE & THEN DECIDE WHOS PAYING BETWEEN YOU. This is affecting a massive area & we are now 2 weeks in ( 15/6/24. WE NEED ANSWERS, PLEASE SORT IT. I live right near to the newly erected pole and can see it from my house & no engineers seem to ever be working on it. VERY VERY ANGRY , ON BEHALF OF MY DAMILY & ALL MY NEIGHBOURS. NG10 3BY AREA!!”

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Posted 11 months ago

“Without a doubt the most ineffective, incompetent and inefficient company I have ever dealt with. I waited in all day, even having confirmation twice on that day that they would visit me by 18:00, when in fact they had discovered 3 days earlier that they needed a specialist engineer so had no intentions of visiting on that day. They then said they would resolve the issue in a week's time. That week came and then they said will look at it a week after that. Unable to call them, clearly there would be a never ending line of unsatisfied customers. I'm even changing my internet supplier because of this organisations inability to carry out it's function. Do yourself a favour and check to see if your internet provider use these people before you change provider or move house, if they do, change supplier. The quicker internet suppliers carry out their own instillations the better, openreach are far worse than useless. If Sky are reading this, hasten your in house program, else your going to loose far more customers than me.”

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Posted 11 months ago

“Absolutely shocking experience from the civils at Openreach bunch of half wits that haven’t got a clue”

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Posted 11 months ago

“Useless !!”

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Posted 11 months ago

“Very average service. Turned up on random occasions with no notice. All staff were polite and friendly but installations standards were quite poor. I have had to re-lay several parts of my block paved drive due to it not being left level and fill holes and decorate inside after the installation didn't quite go to plan. I am sure they would have put it right had I said something but I was just happy to get them out. Wouldn't have bothered with the extra broadband speed if I had know what was going to happen.”

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Posted 11 months ago

“upgraded my broadband to fibre last October 23, this was due to poor quality old cable and intermittent service and also reduce costs. This was meant to be completed by Jan 24. I am still waiting and Openreach keep changing the date and pushing back. I live with 15m of an exchange and they are able to run a duct across the drive to our house. I have complaints open with BT and every time i phone them i get same response that they are waiting on openreach. My bills have gone up since and the service is rubbish and not constant, so paying £90 per month for something that doesnt work. My complaint has escalated a far as possible but still nothing has happened and its left to me to chase for answers !!”

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Posted 11 months ago

“We tried to sign up to full fibre which is available to every house in our road except us according to the Open Reach website. We share a pole with one house next door and full fibre is available to them but not to us. I have complained about this and the person I spoke to had the gall to ask whether we live in a house of multiple occupancy. She showed me a map indicating that there are about 8 houses on our property. Even an ordinance survey map would have shown this is nonsense. We live in a rural area in a detached house that is about 150 years old. Some of the addresses that Open Reach think are on our property are 300 yards away along the road and with available full fibre. Where do Open Reach get their information from? Their records are absolute rubbish and under the GDPR regulations I have demanded to see what data they are holding about our address. There is clearly something very wrong going on and I am trying to get to the bottom of it and not be fobbed off with phrases like ‘This must be frustrating for you’ One would expect a telecommunications company to have better communication skills than this or is it all computer generated?”

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Posted 11 months ago

“F5antastic service efficient polite phoned ahead because they had to attach the fibre optic on a large pole we have engineers then a 3rd arrived to make sure everything was OK well done openreach!”

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Posted 1 year ago

“Absolutely pathetic service. Cancelled appointments no notification. Treat people like dirt.”

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Posted 1 year ago

“I have given a date 3 weeks in advance for broadband installation. The engineer didn’t turn up, when I called my provider they have told me that the engineer has arrived and requires rescheduling. Completely lie.”

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Posted 1 year ago

Openreach is rated 1.7 based on 276 reviews