Openreach Reviews

Name: Openreach
Rating: 1.68

1.7 Rating 265 Reviews

16 %

of reviewers recommend Openreach

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Metrics

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

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

“This company ignores ALL communication from customers and BT.Notably, we scheduled for engineers to dig up garden for cable trench to change over to digivoice service when I was not working so that I could leave without being obstructed.They ignored this and turned up extremely early on THE only day in the week that I work!!! Not only that but because we were not there to greet them they then rang the door bell repeatedly-waking me up and making my working day really difficult later as I had a panic -attack. We also arranged for connection and changeover a week after our return and were forced to re-arrange times and dates several times whilst on holiday in Bali-unbelievable(because Openreach kept countermanding arranged days and dates and booking days and times that were ridiculous as we were away for 3 weeks on the other side of the world holidaying.We wanted an engineer to connect the fibre cable and junction box after we got back so that we had wi-fi until we were ready for the changeover. We also needed the engineer to set up the back-up and check the system was working at optimum.So obviously he needed access to interior.Again Openreach ignored our communication and completed the changeover from copper service to fibre a few days before our return-result :2 days later (one day sleeping, getting over jet lag and the next day reading e-mails, post and emptying cases-tv and wi-fi was not working. Because the engineer had done the final connection, our tv and wi-fi had been disconnected using our old hub so we were forced to get out all the equipment: new hub, leads, back- up modem and disc.This took a considerable length of time and left us stressed, tired and anxious undoing the fabulous holiday we had just had.Thank you so much Openreach for your arrogant, self-serving, dismissive, unprofessional company.If we had to do it again, we would choose ANY one of your competitors-on the basis that they couldn't be any worse!! In conclusion, do not believe the marketing proposing that it is easy to install and that they will work with you.What you'll actually get is the antithesis,plus stress and anxiety.”

Helpful Report

Posted 6 months ago

“11 weeks waiting for a fibre cable to be run four visits messed up every time ran wrong cables absolutely shocking mess up and not even made priority pathetic service will be posting on Facebook as well”

Helpful Report

Posted 6 months ago

“Phoned the Openreach ‘helplines’ to report (again) a longstanding problem with our degraded copper line preventing us from changing our service provider (Openreach unable to replace it four years ago as ‘it would cause potential damage to our neighbour’s garden). The operator just kept repeating the same thing ‘contact your service provider’. Then put the phone down on me. This is an infrastructure issue, so not at all responsibility of my supplier - I want to move from Virgin cable to another cheaper above ground cable supplier. I phoned Ofcom who were much more helpful. All companies will have to replace copper cables for full fibre by December 2025. Just hope Openreach have the capacity to meet this deadline!”

Helpful Report

Posted 6 months ago

“They failed to turn up on two occasions without any notice and I still haven’t had my fibre installed all of the cables and ducting is complete but they have not returned to install”

Helpful Report

Posted 6 months ago

“Absolutely disgusting customer service of open reach. We have been trying to get Internet since July with two different Internet service providers and they are struggling with open reach cancelling appointments and delaying work. If I had another Internet provider in Cornwall I would switch to them without question. My partner and I are both remote workers and we have suffered incredibly because of open reach.”

Helpful Report

Posted 6 months ago

“Took more time off work to have broadband fitted, 2nd no show, I have their modem here if they want it back they will have to call round for it. If they think for one minute that I’m going to go out of my way to return it back to them they have another thought coming. 2 days annual leave wasted, staring out the window for 10 hours waiting for these muppets to fail to attend again.”

Helpful Report

Posted 6 months ago

“Decided, due to rising prices with my current provider SKY to switch to Vodafone broadband. Purchased my internet package on the 28/08/24 via Vodafone website. Booked a days holiday via work for the Installation to take place on the 19/09/24 so that I would be home for the full day. I received numerous notifications regarding the installation date, letting me know that the engineer would be arriving between 13:00 and 18:00. Stayed home all day, no engineer attended to install. No notification that they would not be coming, no call, text, email nothing. Telephoned Vodafone today, 20/09/24 automated service, the only way I could get through to Vodafone complaints was to pretend that I wanted an upgrade! Straight through to a human then as they thought I was going to spend more money with them. I dealt with 2 very helpful call handlers, Luke and the Depack. They did their best to try and resolve this problem, however, I was told that an engineer would not be calling today to install and that I would have to wait another week for this to be installed I explained that I only had yesterday left as a days holiday via my work and that today I have had to take one days unpaid leave to try and get this installed or sort it out. They kept offering me the 25th which is a Friday and I am at work and there is no way that I can take this day off, to try and get this installed. I have told them that my only window for an engineer to visit is either the afternoon on the 23rd of September or afternoon on the 24th of September he kept saying that the earliest that they could do was the 25th. I’ve told them this cannot happen apart from the fact that I am going to be without the Internet for a week I do not have any more holiday allowance left to take from work and I have had to take unpaid leave for today, although they have offered me £30 compensation me taking the day off as unpaid leave has cost me a further £70. I do not recommend Vodafone. I have been told that a manager will call me later but do not use this company , it started off well but very rapidly went downhill. I do not recommend.”

Helpful Report

Posted 6 months ago

“Useless. Engineer did not show up and no reason given. Now have to wait over a week to get Internet”

Helpful Report

Posted 7 months ago

“Dreadful service. Had to wait 8 weeks for second visit, couldn’t complete the job on the first!!! And still my internet isn’t connecting after the second visit. Wasting time on the phone to someone and making excuses. I heard that they get paid even if work isn’t completed. Hope I never need to use them again. Used them through supplier- UW”

Helpful Report

Posted 7 months ago

“Can’t ring them. Ironic as they are apparently in the business of phone communications. They text asking for a text response back. Only their text services doesn’t work.”

Helpful Report

Posted 7 months ago

“Two engineers. Poor communication. Lack of skills. Avoid these guys to do a job. You'll be sitting 5 weeks with no Internet or bankruptcy if your running a business.”

Helpful Report

Posted 7 months ago

“Pathetic service. I placed an order through V4, and they used Openreach. Originally it was Thursday, then they moved it to Friday, and it's now Saturday and I still haven't heard anything from them. Avoid at all costs.”

Helpful Report

Posted 7 months ago

“terrible. The engineer strung me along kept setting the time back and back until he just never came and didn't even say he wouldn't make it. I cancelled seeing my mum in hospital and had to get someone to go to my house to wait for him never to even show up. He knew I was getting someone to go around at 1pm and he was still messing me about with times at 6:15pm.”

Helpful Report

Posted 7 months ago

“I tried to speak to Openreach but it appears you can only chat to their online chat bot, before you might eventually get a human if you press the right combination of options. I then tried to log a complaint about their engineers over 2 visits who dragged dirty muddy cable all over my front windows and were in my front bushes, woke me up on a Saturday morning banging cable on my walls and swearing at each other, yet never announced they were coming on either visit. Openreach just told me to speak to my service provider but I didn't call the engineers out. My 'service provider' TalkTalk therefore would not log the complaint and sent me back to Openreach. I went to and fro 3 times. Each time Openreach asked which neighbour called the engineers out...no idea didn't see a neighbour outside with them! Yet Openreach must know as they tracked the engineers down. So what I am now assuming after unsuccessful logging of a complaint, is that Openreach never log complaints, giving the impression they give great customer service...which...they don't!! Openreach...not so 'Open'...more 'Closed' and go away annoying customers.”

Helpful Report

Posted 7 months ago

“Landline still not working after 5 days. I was given an appointment for a engineer to visit between 8am and 1pm today. No-one turned up and no message or apology. Compained to BT this evening, couldn't speak to a human, just they knew there is a fault and an engineer would call in two days ????? Hopeless, we will be changing our supplier.”

Helpful Report

Posted 7 months ago

“...Openreach whilst installing a neighbours new broadband line...CUT OFF OURS!...the permit holders on our Rd have every right to be upset as we try and keep spaces free for the engineer(s) to finally arrive and fix the problem THEY created...so fyet days of this as we fret and phone fret and phone etc this is becoming a complete and utter joke and waste of our time isn't it? If I could give 0 as a score it would be too much”

Helpful Report

Posted 8 months ago

“Engineer arrived without appointment. Smoking in my face when I opened the door. When I said it was inconvenient as I was in the middle of stuff. He started to walk away. I told him to wait, and come around the back of the house where the incompetent Sky engineer has installed the box. He said it was inconvenient for him. He drove away. I now have to wait 2 weeks for another aggressive Openreach engineer to do a basic check. Perhaps you have to be diversity averse to be a Openreach engineer?”

Helpful Report

Posted 8 months ago

“If anyone is having an full fibre install or any engineer visits soon, be wary if you get assigned engineer called Emma.. waited in all day for her arrival. Was then told Between 1-6pm, called her at 6pm to see if she was on her way and maybe running late.. no answer so called EE direct.. she said to EE I refused entry and cancelled appointment at 6:01pm! No contact at all from her. Now have to wait till September for another engineer!! Shocking behaviour (maybe don’t like working in the rain but very unprofessional to say the least)”

Openreach 1 star review on 8th August 2024

Helpful Report

Posted 8 months ago

“I PAID 848-77 pounds in MAY for a telegraph pole outside on the pavement to be moved 2yds so I can widen my gateway,then told it would cost thousands asked for a refund 3 MONTHS later &many emails & calls --NO answer .NO customer service or contact tel number-HAS to be illegal and its deliberate but as a public company they have to provide contact details BUT its a deliberate brick wall they are breaking UK company law&I need my refund at 77 soon a WASPIE pensioner that gov have stolen my full pensioner leaving me with 169 wk. so gov are also thieves.”

Helpful Report

Posted 8 months ago

“Terrible company, been 2 1/2 weeks without WIFI to be told multiple times it’s going to be fixed on certain days with the promise constantly becoming a lie. Terrible service, never thought that this issue would stretch on so long but this company has managed to make that happen.”

Helpful Report

Posted 8 months ago

Openreach is rated 1.7 based on 265 reviews