Openreach Reviews

Name: Openreach
Rating: 1.73

1.7 Rating 213 Reviews

17 %

of reviewers recommend Openreach

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1.7

Based on 213 reviews

Shipping & Delivery
Delivery Methods	Own Driver, Postal Service
Customer Service
Communication Channels	Telephone, Live Chat, Email
Queries Resolved In	Over A Week
Customer Service	2 out of 5
Avg Email Response Time	22.75 minutes

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Openreach 1 star review on 8th August 2024

Anonymous

Openreach 2 star review on 8th August 2024

Anonymous

"Danger in our driveway we are disabled and bt terminated oiur contract to cover up lies between open reach and bt the customer is the toy \r\nto cover up this mater we are in pure hell can\u2019t sleep worried about my husband job we wonder if the ceo bt Allson Kirby Clive selby knows what is realy going on in her and his company we are being charged \u00a3545 told we have to leave to cover up leave us in danger we are being made out we stppped the work we did not \r\nThe engineer each one says the work is dangerously carried out we emailed Tracey Reid as she refused to talk to us in bt resolutions she lied she sent letter saying customer stoped work we did not the engineer have allowed us to record the conversation s as proof so bt resolution spoken to last engineer and he told them this appauling to leave vulnerable customers like this and needed to rectify the work this was Kelly communication s sub so contractor he was lovely then Andrew from twitter sent two patch engineer s I was realy uoet and crying through stress been going on siince jan this was work aug 22 were Phil Hanson instructed Sean Robert\u2019s to ensure this was carried out correct he didn\u2019t he went away we were left all the box\u2019s left on table too we had to fit them our self\u2019s not open reach job it was bt \r\nThis job now turned out it wasn\u2019t done correct as when they came to fit full fibre it hadn\u2019t had the correct duct installed and buried so the whole block paving had come up \r\nNoe this has been left bt Tracey Reid has lied and said it the customer it\u2019s not \r\nShe has told us we are aggressive we have dome os said anything this deformation and lies they refused us to claim for all oir sunken drive \r\nWe were sold full fibre we have never been given full fibre \r\nDeadlocked us ombudsman stated not her job \r\nMel is our case handler but will not speak to us \r\nSomething is very corupt going on bt \r\nOpen reach engineers are far from impressed the way we have been treated legally going to have book slung at them as we have so reports and recordings \r\nPlease can one one see past this corupt going\u2019s on \r\nAndrew from twitter was pretty discusted abd aas the two patch engineer who sprayed where the work should be we have signed to leave but don\u2019t want too we never had or Called you oit once\u2019s we are good customers we do not understand why we are being targeted like this \r\nWe have recordings of evidence and lies don\u2019t add up they are saying the work is dangerous the drive has sunk you reject the claims send patch engineer urgent Frim twitter deem work dangerous and then stop terminate our contact bizarre \r\nThink we need to contact the press \r\nThis started in July 22 when your sub contractor was taking a poo yes poo at the side of our home in the bush and smoking whilst digging in diggers we had no notice and turned up blocked us all out of homes I have the upheld complaint from open reach bt will not acknowledge it \r\nMay be the pictures would be good to start showing how bt treat customers and cover up \r\nI was charged \u00a3 92 for a copy of my bills 150 will not talk open reach will not talk to us please will some one call us we don\u2019t want legal action Thankyou"

Disabled Desperate Being Terminated Fr

Openreach 1 star review on 22nd November 2023

Anonymous

Anonymous // 01/01/2019

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“Been with out internet since March 9th. No communication, rude , no interest in doing the job, terrible customer service!!”

Helpful Report

Posted 7 months ago

“Cowboys!!! Avoid and think twice if you are asking for fibre. Turn up unannounced drill holes in your walls and run cables where they like. They are deliberately difficult to contact. A company you can’t call on the phone! Really? Will run wires for your neighbours across your house Willy billy and it’s up to you to get them to move it. Check out the telecommunications act 1984 and if it’s nearer to your house than 2 metres complain.”

Helpful Report

Posted 7 months ago

“i was already tricked for access to put up fibre optic cable by airband/BNE... openreach asked to run another, but put several up- i now have four cables about 2 metres from my house across my garden looking awful. I am disabled and vulnerable, and feel invaded. I do not know if this is safe even.”

Helpful Report

Posted 8 months ago

“I returned home to find that an overhead cable had been installed between 2 existing poles and over my front garden, close to the top of a tree. My wife had been home all day and nobody from Openreach had bothered to inform us of the work being carried out. I assume that this is to avoid problems with people objecting and delaying the work. This routing has obviously saved Openreach money, as keeping it away from my property would involve a new intermediate pole outside my property. This would not have been a problem for me as there are so many others, including power lines, that another one would make no difference. I contacted Openreach to complain and eventually spoke to someone in India. This just resulted in communication frustration. I called again and spoke to someone, again in India, who at least had a better mastery of English. He assured me that the complaint had been registered and that I would be contacted within a week. After a week and no contact I used the QR code on a local pole to register another complaint and this started the ball rolling. Again initial response was via someone in India. Later an engineer turned up at the house quoting the ‘Flying Wires Act’ giving them overriding permission to basically operate outside the norms of consideration and respect. He apologised for the lack of consultation but only offered to sheath the cable close to the tree. I rejected this, as it would have made it more obvious. Or just try and tighten it to raise it clear of the tree. I said he could tighten it but that I wanted a letter of apology for not consulting with me prior to the work. He said that he would arrange for that. After numerous emails, phone calls, and a letter attached to an email (all from India), I received an apology (from the Indian representative) for the lack of consultation. A request for compensation for all my trouble has been rejected, and despite my objection, Openreach have now closed the complaint.”

Helpful Report

Posted 8 months ago

“Next door had Openreach engineers fitting a service. The engineers constantly walked over our garden and brought ladders in to work on the roof/gutter. When my partner asked what they were doing they just said, Oh, didn't know anyone was in, I was going to knock! When he was told that this was a privately owned house and he should not be on the propert nor fixing things to it all he said was.. 'It won't take long love'. He ignored what my partner had said even though she repeated it several times. He continued to walk through the garden and fix the cable along the gutter. Also the cable has been left dangling and goes across the upstairs window. Also there was loops of loose cables left on the ground in front of the front door. It's been 1.5 mo ths now, no-one has come back to fix it. They cane onto our private property , accordingvto their website they have to apply for access first and let you know. Not just walk on it without knocking. I have trued numerous times to contact then to so this all out but no joy. They cannot be contacted. We are not a customer of theirs. They have not responded to anything. Do they think tjis is acceptable? Do they think their workmanship us acceptable? Next door are not bothered and don't want to know as they have their Internet. But their cables are drooping over our windows. Absolutely disgusting service, no customer service, don't adhere to their own standards as per their website. Horrible company. If it foes nit get sorted. The cabkes are going to get lashed. Bet they come out then! Avoud this company if you require work that needs manners, skills, competance and some form of after service.”

Helpful Report

Posted 8 months ago

“Steve the Engineer solved and fixed the problem in under an hour. Excellent service in Dunstable”

Helpful Report

Posted 8 months ago

“Open reach... Where do I start we are a business and booked moving broadband and phone in January and was told "oh you are in what we call gold property" meaning it's a real easy install.. arranged day 4th march sub contractor from MJ Quinn turns up 5 hours late looks at outside of building which is all one grd floor level " can't do that mate haven't got the right tools " and just drove off saying nothing more..the engineer looked like he had just got out of bed and was jist not interested ... I complain to our provider BT because you can't talk to Open reach ...I get a choice of choose my days 6th 7th 8th that's good i think... But oh no on the 6th get a txt canceling all and an agent will phone me shortly... That's 3 days ago nothing cal after call no one can tell me what is happening..open reach have the monopoly so just do what they want which is nothing...they should be called "Open don't reach" useless..”

Helpful Report

Posted 8 months ago

“I know there are a lot of people who have had issues with Open Reach and we did wait 4 days for an engineers, but the team sent were fantastic. Two engineers check all cables to the cabinet, then fault found from the pole to the house, replacing a defective cable to the house. 1.5 days of good effort, both exceptionally polite and professional. Finally they had it working but were still committed to getting up the best connectivity, so they continued tuning and test to give use the service available. So 10/10 for those engineers, great work, thank you so much.”

Helpful Report

Posted 8 months ago

“Engineer turned up after 3 week wait without broadband to install full fibre. Once he completed job there was no internet coming from router, engineer says there was a fault with outside line but will definitely be working tomorrow as they will be working on the issue overnight. 7 days later still no Broadband, keep calling my new supplier (Plusnet) but keep getting same answer- we are waiting on a response from our supplier to complete the job. No idea why engineer couldn’t complete the job when he was here installing full fibre- so frustrating.”

Helpful Report

Posted 8 months ago

“Just had full fibre installed by a very pleasant young man from Carrickfergus called Darryl. Nothing seemed to phase him and he helped me set up my video doorbell. 5 stars”

Helpful Report

Posted 9 months ago

“Engineer damaged property. Now I am having to do all the work to find someone to repair the damage. They might give me the costs. Who knows.”

Helpful Report

Posted 9 months ago

“Always turn up with three vans - 2 crews sitting in the van . Who coordinates their work schedule, it’s crazy !!!”

Helpful Report

Posted 9 months ago

“Open reach failed to attend 8 consecutive appointments, had the audacity each time to attempt to charge us £140 for cancelling!!! I think I’m now at around 15 hours worth of phone calls. 6 months down the line and still no further on. The stress and time spent on this has been crippling to the business not to mention our mental state. Never in 40 years of running a business have we dealt with such an incompetent company.”

Helpful Report

Posted 9 months ago

“Can not speak to anyone”

Helpful Report

Posted 9 months ago

“Took several weeks to install,give them their due the did credit my account.The installation was not up to what would say was acceptable,did contact them and they sent an engineer out to rectify, grumpy man who said that exposed cable on wall into fibre box was acceptable.I worked for BT for over twenty years and I was have been disciplined for leaviyan installation like that.Tried calling BT again still waiting after 3 months”

Helpful Report

Posted 9 months ago

“I am ill, and nearly 80 years old, I live alone and need regular hospital care. I had to change to NOW BASICS because my previous provider would not accept it. It was arranged to change the contract on 18 January 2024 but my landline has not worked since that date. Openreach is said to be the problem but no explanation is given, just repeated, meaningless e-mails promising date after date which is then just ignored. Shameful. This locality has long had poor reception for mobile phones and the reception is poor and unreliable.”

Helpful Report

Posted 9 months ago

“We have recently had fibre broad band installed in our property by Openreach through TalkTalk. The OpenReach technician, Jonathan, arrived at the time promised and ascertained where we required it to terminate in the house. He was polite. well informed and carried out the work quietly and cleanly. At the end of the installation, he made certain that all our equipment was connected satisfactorily and even connected some himself. The quality of any company depends upon their employees and in view of all of the adverse reviews of Openreach maybe we were lucky to have technician Jonathan do the work for us.”

Helpful Report

Posted 9 months ago

“I switched from BT to Vodafone due to Openreach's poor WiFi setup. Openreach visited 4 times without success, but Vodafone, connected to a different setup company, fixed it in just one visit.”

Helpful Report

Posted 9 months ago

“Absolutely disgusting conduct, uneducated chat people, no reply to complaint email regarding trespassing and spraying my property with no consent mission impossible style by 2 females, no note through the door to inform me of works, I am not even their customer, this is work for a neighbour, 3 emails, 2 lots of engineers out on the property and still no correspondence. I repeat the questions in my email. WHY HAVE I NOT HAD ANY CORRESPONDENCE THROUGH MY DOOR EXPLAINING WHAT IS NEEDED TO BE DONE AND TO OBTAIN PERMISSION. WHY DO YOU THINK THIS IS ACCEPTABLE BEHAVIOUR. WHAT ARE YOU GOING TO DO TO AMEND YOUR WORKING PROTOCOLS TO RECTIFY THIS BEHAVIOUR GOING FORWARD.”

Helpful Report

Posted 9 months ago

“Driving on the M62 today near Elland Road Leeds at 11:48 and a sign written Openreach Vauxhall Movano van (Reg number DL23 TXC) that was entering onto the motorway via the slip road gave me some road rage because I didn't move into the outside motorway lane to let him enter onto the motorway via his rules. The rules state that the road user entering the motorway via a slip road should adjust their speed and position to suit the motorway traffic when entering as per the following - Joining the motorway (259) Joining the motorway. When you join the motorway you will normally approach it from a road on the left (a slip road) or from an adjoining motorway. You should give priority to traffic already on the motorway check the traffic on the motorway and match your speed to fit safely into the traffic flow in the left-hand lane not cross solid white lines that separate lanes or use the hard shoulder stay on the slip road if it continues as an extra lane on the motorway, remain in the left-hand lane long enough to adjust to the speed of traffic before considering overtaking -After blowing his horn at me he then started to gesticulate at the side of me has he passed inferring that I was a Wan*er. I tried to contact someone at Openreach to complain but that would appear impossible. Will probably have to put the dashcam video on YouTube.”

Helpful Report

Posted 10 months ago

Openreach is rated 1.7 based on 213 reviews