Openreach Reviews

Name: Openreach
Rating: 1.68

1.7 Rating 265 Reviews

16 %

of reviewers recommend Openreach

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1.7

Based on 265 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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Anonymous

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

“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 days 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 5 days ago

“Martin engineer from open reach came to address my landline phone connection, he was polite ,respectful, and friendly, explaining the problem, and completed the job. Thankyou, Martin.”

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Posted 6 days ago

“Had my full fibre broadband connection today by Louise many thanks to a lovely young lady for her exceptional service Louise went the extra mile kind regards”

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Posted 6 days 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 1 week 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”

Helpful Report

Posted 1 week 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 2 weeks ago

“This has been the worst customer journey experience I have ever had with an organisation who should be regarded as leaders in their field. I requested that the ONT (Fibre) box in our 3rd floor flat was moved as the room in which it was located was subject to internal building work. I made the request on February 3rd and received an appointment for Feb 17th. I provided all the information I could about the flat, that it was on the 3rd floor, that it is an old listed building. On the 17th an engineer arrived, said he needed access to a neighbour’s property, neighbour wasn’t it, so told us we had to make another appointment. We did this, again providing all the information and requesting if possible a time that our neighbour could commit to being home. We were told they’d put it on the notes but could never commit to anything other than morning or afternoon. We waited all day for this second appointment, but nobody came. When I called to ask about the no-show appointment I was told it was all in the notes, but didn’t look an appointment had been made. A third appointment was made. Again a request for early morning, again no commitment to do so. Late morning an engineer arrived without any knowledge of what was needed. He told us there was nothing he could do as he wasn’t a fibre engineer. We’d need to make another appointment. “This should have been in the notes” he told us. When I called again I was moved on to the ‘Executive Team’, the ‘highest’ level of problem resolution. My journey with Donna from Executive Complaints began on March 10th. This was going to be good news in resolving the issue I thought. I’m writing this on the 26th March. Still no engineer has been. I get told that systems issues are the problem. I’m told that Donna understands my frustration. I have now received a text telling me that my Broadband box is to be moved on April 11th. This is 9 weeks after I arranged the first appointment, and 7 weeks after the first engineer came out. It’s no exaggeration to say that Openreach have left me anxious, depressed and helpless. They know that my flat is a building site while we wait for a bathroom to be installed. They ‘understand’ yet do nothing at all. They have demonstrated a complete lack of customer care. They epitomise the increasingly common attitude with large service providers that as long as you stay on the automated happy path you will get a service. If anything deviates from that, even if it’s wholly their fault, then they don’t care and you will be left to your own anxieties and frustrations because you, after all, simply don’t matter to them.”

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Posted 2 weeks ago

“I waited 2 weeks for appointment then on installation day they text me saying they have arrived and connecting the service, then nil communication for next 4 hours. Then they text - sorry we missed you!”

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Posted 4 weeks ago

“Absolutely shocking . They blocked my drive for 3 days without notice or apology. The Openreach complaint process is hard to navigate and after inadequate response I escalated to the Openreach CEO office . They had to be prompted to respond at all and seemingly not interested in my complaint.”

Openreach 1 star review on 13th March 2025

Helpful Report

Posted 1 month ago

“Returned home to find are large hole had been dug in front of my drive, preventing access to the drive and my EV Charger. No warning, in fact no communication of any sort from Openreach”

Helpful Report

Posted 1 month ago

“A wooden communication pole owned by Openreach has been loaded with full-fibre cables and boxes, and is used by flocks of birds to roost. The disease ridden bird droppings are coating cars and footpaths/driveways. They put a few cable ties on the pole last year but it hasn't stopped the birds. Now, Openreach are refusing to carry out bird-proofing. Cars are coated within very short times.”

Openreach 1 star review on 6th March 2025

Helpful Report

Posted 1 month ago

“So much for upgrading to fibre broadband, a week in and no internet whatsoever, and another week to go before open reach say it will be fixed, shocking service”

Helpful Report

Posted 1 month ago

“An outrageous, disgusting service which has left a disabled 84 year old man without a fixed phone line for 6 months!! This is his lifeline for help. A battle between Utility Warehouse and Openreach has been going on for over 2 years with us stuck in the middle. Openreach engineer said the outside cable was too old and needed replacing but Openreach won't pay for it and UW can't get them to do so. Amazing how they can take his money but not provide the service. We've spent 6 months sending emails, checking sockets, phonecalls and negotiating with UW and Openreach,to be told neither of them can help him. No compensation or apology for the stress and time that this 6 month battle has gone on. A disgusting way to treat someone who needs help.”

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Posted 1 month ago

“Had open reach out to install my fiber broadband… what an experience.. the chap couldn’t have been nicer … ridiculously neat install and couldn’t have been any more helpful…”

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Posted 1 month ago

“Let down again by Openreach. I have been waiting over 6 weeks. The first appointment, nobody turned up. I took a day off work. Next appointment 10 days later. 3 times no show. So 4 days holidays from work wasted on no shows by Openreach. Appalling Wish I could give them zero stars.”

Helpful Report

Posted 1 month ago

“I have been let down by open reach 5 times, absolutely dire service!! Why make promises you can’t keep!!”

Helpful Report

Posted 2 months ago

“An openreach engineer should have contacted our broadband on Friday 31st Jan. The engineer was a no show. Since then we have been left in the dark with contact of explanation. Our provider Sky has told us that nothing can be done for 3 working days. Today after 3 working days I was told that openreach would be in contact within 48 hrs? If this doesn’t happen they would then be able to rebook an appointment, some 9 days after our initial appointment. The service we have received from both openreach and Sky has been dreadful and unacceptable. We have been left in a very vulnerable situation with limited phone signal and with vulnerable family members who rely on us. Very disappointed.”

Helpful Report

Posted 2 months ago

“One word awful! Service from openreach is rubbish. It’s like the left hand doesn’t know what the right hand is doing. Can’t get hold of anyone, then they refuse to email or text to give updates on progress of works.”

Helpful Report

Posted 2 months ago

“Openreach was meant to be out today to fix the box on top of the pole outside my house to I can have WiFi again on day 13 now and still now it's shocking going to be changing networks”

Helpful Report

Posted 2 months ago

Openreach is rated 1.7 based on 265 reviews