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

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

“I would rate 0 stars if it was possible. I have been trying for a week to receive a permission to work form from Openreach. The engineer was great who fitted the socket to our wall, but needed permission from landlord to dig a small trench which is fully understandable but we have still not received the form to send off. We are currently paying for broadband we are unable to use due to the engineer not being able to come as we haven't been able to get the form signed. Cannot contact directly so have been passed around many times calling Vodaphone, wasting hours of my life I will never get back. All we need is to get a form signed and the process will continue, the amount of hoops we have to jump through is unbelievable. I will post this on every available channel until I get a response and get this sorted”

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Posted 6 days ago

“I've waited 3 weeks....during these 3 weeks an "engineer" visited my address...drilled a hole into my wall and got the WiFi working for a day.....and now im stuck without internet again.....bt are obselete in comparison to other broadband providers....outdated, overall horrible to deal with.”

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Posted 1 month ago

“Customer service is useless. Engeneers keep canceling apointments. Not recomended !!!”

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Posted 1 month ago

“TERRIBLE service in every way. Turn up at the wrong times and can’t do the basics.”

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Posted 1 month ago

“2 appointments and still waiting for someone to show up. Had to leave work early so I could wait for them , what a waste of time , no message, nothing.”

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Posted 1 month ago

“I had an appointment with open reach to fit full fibre on 2 October at 6-30pm on 1 October I got a message saying appointment date is now 3 December. I’m angry and frustrated that I can’t contact them , my ISP didn’t know why it had changed by two months ☹️☹️”

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Posted 2 months ago

“They came on my private property and ran a cable along my border on the ground about 50 feet where it goes into some ones rear garden. Finally spoke to someone who gave me a reference number and said engineer would attend. 4 weeks later and the cable is still there. Useless company who dont seem to care.”

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Posted 2 months ago

“We tried to switch from Virgin to Skystream to access Sky content. Openreach and their sub contractors a disaster. After 2 postponements, 1 failed visit and a no show we cancelled. An experience I am very reluctant to repeat ever. Sky auto compensation worked well, but unsatisfactory level of transparency and not adequate recompense for time wasted on line and on phone, waiting for engineers, stress caused. Cannot believe Ofcom let this go on and standby while customers undergo such treatment.”

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Posted 2 months ago

“I had an appointment for an engineer to visit and install full fibre for my sky broadband on the 12/9/25 I received a text message on the 10/9/25 telling me a new appointment had been made for the 8/10/25 with no explanation as to why this will make it two months since I placed my order with sky”

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Posted 3 months ago

“OpenReach are utter garbage”

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Posted 3 months ago

“Waiting for instalation more than 2 months and still waiting. Very unprofessional”

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Posted 3 months ago

“New customer to BT switching from Sky. We've had nightmares with both installation and call handlers. The BT phone line sends you around in circles providing only a text rather than help. When you complain and get to speak to a person they are incredibly rude, also the engineer was in too much of a hury to fit the hub in the room I wanted. They also went against their own website advice and fitted my router in my spare bedroom on the floor by the radiator water pipes and then say we now have to pay £100 to have an engineer move the router into he room we want. The 14day cool off is a trick - nothing but hassle and rudeness - in my opinion DO NOT SWITCH TO BT, save yourself the hassle and go with a company who can provide the service you want. BT is the biggest letdown!!”

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Posted 3 months ago

“Our broadband has been off 3 days now. EE say it's your fault and there's nothing they can do about the fact you keep pushing the estimated repair date back. 4 times now it has been pushed back. it's been off since 25/08/25 and the estimated repair date is now the 03/09/25. This is unacceptable and to rub salt in to the wound you won't even talk to us. IT'S A JOKE!!!”

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Posted 3 months ago

“Dreadful woeful company with zero management. Total failure to meet their service level agreements. Should be renationalised and all management fired.”

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Posted 3 months ago

“They put a duct and fibre in on my private property without my permission. Then they don't want to be contacted and the problem is every other departments but not the one I contacted. Total bunch of incompetent people.”

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Posted 4 months ago

“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 4 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 4 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 !!!!!”

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Posted 4 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.”

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Posted 4 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”

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Posted 4 months ago

Openreach is rated 1.7 based on 312 reviews