Openreach Reviews

Name: Openreach
Rating: 1.71

1.7 Rating 286 Reviews

17 %

of reviewers recommend Openreach

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Metrics

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

“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.”

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Posted 2 weeks 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”

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Posted 3 weeks 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”

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Posted 4 weeks ago

“One word AVOID.”

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Posted 1 month 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.”

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Posted 1 month 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.”

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Posted 1 month 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 1 month 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.”

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Posted 1 month 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 1 month 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 2 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 2 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 2 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 2 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 2 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”

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Posted 2 months ago

“Have been waiting for 5 months for full fibre to be installed . Countless engineer visits that haven’t a clue why they are there . Can only contact provider and not openreach which makes them the middleman to what is going on and even they have no clue because appropriate notes have not been left by openreach ! I have now been told that after all the work and visits that there isn’t even a cable coming to my house , something that should have been sorted 5 months ago ! After a huge waste of time all round I am now waiting for openreach to get the go ahead from council to dig under pavement a little way down the road to me to be able to add cable to existing and bring it to my premises . Keep getting messages every time an engineer visits saying that the work has completed when it clearly is nowhere near complete! Very frustrating that you can’t get hold of openreach directly because it seems that nobody has a clue on what they are doing 🤷🏻‍♀️. Will be half a year by the time this is completed , if that even happens . This could have been resolved months ago but because of the terrible communication and workmanship it has turned into a ridiculous situation that I wish I never started . 0 stars !!!”

Helpful Report

Posted 3 months ago

“My internet and telephone was installed on 28th February but to my horror the next day the box fell off leaving all the wires exposed. I have complained to Openreach and they closed my case as they said it was sorted. I then phoned them and they said we will be in contact with you and nothing. Absolute rubbish, shoddy service! It actually took me weeks to get it installed and then when they did do it they were useless. What happened to the days when people helped you!”

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Posted 3 months ago

“Awful. I have waited nearly 2 months to have broadband upgrade installed. They were supposed to come between 8 am and 1 pm. They are clearly not coming. The least they could have done is to call to let me know. Plusnet, my internet provider cannot tell me why they have not turned up. Why have Openreach got a monopoly ? Terrible service.”

Helpful Report

Posted 3 months ago

“Moved to a property with full fibre Leaving tenant showed me it fully working. I have moved in and they say there’s no fibre in the property and have to await a chief engineer to do work even though I saw it working. Ordered broadband in 19th March and now in April and no connection even though it’s all set up”

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Posted 3 months ago

“Truly appalling. Promised a switchover on a certain date from my old internet provider to a new one. The date came and went with no switchover and no prospect of one anytime soon. No explanation. No communication. Nothing. My son works from home so not having any access to the internet is a disaster! It’s high time something was done about these clowns!!”

Helpful Report

Posted 3 months ago

Openreach is rated 1.7 based on 286 reviews