Openreach Reviews

Name: Openreach
Rating: 1.68

1.7 Rating 236 Reviews

16 %

of reviewers recommend Openreach

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Metrics

1.7

Based on 236 reviews

Shipping & Delivery
Delivery Methods	Own Driver, Postal Service
On-time Delivery	Greater than 9%
Customer Service
Communication Channels	Telephone, Live Chat, Email
Queries Resolved In	Over A Week
Customer Service	1.9 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

“Paid by local government to upgrade my village. Speed may have gone from 30 to 35 at the most and much less reliable, lose it for whole chunks of the day. Yet a new build site in the village is going straight to fibre, and OpenReach are not going to spread it to the rest of the village. Useless shower, BT in all but name.”

Helpful Report

Posted 1 year ago

“came to fix neigbours landline and ended disconnecting 15 local residents broadband. now without broadband for 10 days, useless company”

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Posted 1 year ago

“The engineer arrived less than 24 hours after being called out. He was very helpful and found the fault and repaired it quickly. Thank you . Albert Mott.”

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Posted 1 year ago

“I paid upfront for the engineer charges and it was taken straight from my bank as sort of arranged with talktalk..? Anyways,moving on from that,this pre paid technician has failed to show up at the two designated times (12hrs of my waiting/wasted time!) So I phoned talktalk who said that the job had been reported as complete?? Which it obviously wasn't! Arranged for me YET ANOTHER appointment date which is in two more weeks!! Same outreach non show service has been designated. Why the hell don't they give the job to another company that can be arsed?? Disappointed, enraged aswell as fed up, is an understatement. Utterly useless!”

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Posted 1 year ago

“I was very happy with the service I received. Amend was courteous, efficient, and very quick. He should have had his hi-viz jacket washed, though!”

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Posted 1 year ago

“Uncaring left where I live in a mess a dangerous for me. I have a disability and they ignored the Equality Act 2010 I used. Worst company ever they just don't care.”

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Posted 1 year ago

“guys from Openreach came to my door without any letter or appointment. I opened for him and he said that they are changing cables in the area and I politely let him in. so he came in and he checked my cables which I paid for extra to be passed through my roof as I recently refurbished my home. so he wanted to drill whole in my bedroom, and pass the cable through my bedroom, sitting room and hall, in very silly way. one of them agreed to do how it was , however the second person wasn't happy about it because he was just lazy. they left and disappeared. I waited for them to come and suddenly my internet connection got cut. I tried to find them however their van was nowhere to be seen. I work from home where internet connection is a key. I wasn't able to continue my work. moreover, they passed cable through my garden, in the middle of the garden without my permission. my kids play there and the cable was very low.”

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Posted 1 year ago

“Supposed to be a telecommunications company yet communication is non EXISTENT! Complaints system waste of time. Re_ routed a wire on my property without permission to sort out an issue they had with a neighbouring property. Took 4 months to to get them to rectify their underhanded work. Was constantly fobed off and lied to by Engineers who were also rude. Dreadful company that doesn't seem to care about customer service!”

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Posted 1 year ago

“Engineer Sean sorted BT broadband problems today, no fuss, friendly and informative”

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Posted 1 year ago

“25 Nov 2022 engineers arrive at my property and install ONT box inside and box outside check connections and told to wait couple of days for email to confirm I can place order for FTTP 30 Nov texts from BT, USO (BT) and Openreach website telling me I am good to go - except it's 21 Jan 2023 and still not connected - my service provider BT says no ONT box showing at my address despite assurance on 20 Dec from Openreach help (twitter) that my serial number was linked to my address. It appears impossible for someone to take responsibility, what makes it more unbelievable is I paid back in April 2022 via USO (BT) to have this work done! Absolute shambles.”

Helpful Report

Posted 2 years ago

“Impossible to contact. Everything has to go through the service provider, making communication slower and even more error prone. Appointment system designed to make things easy for OpenReach, not for end users who have to waste more than half a day every time waiting around for an engineer who may or may not turn up. Compensation for missed appointments insulting. When they do turn up, they inevitably spend the first hour or more trying to find faults in things the consumer side of the master socket, even when it is blatantly obvious that the problem is the OpenReach side of the socket. Multiple households in our village recently had the same issue, which was caused by a fault near the exchange. That didn't stop OpenReach wasting time at each house, ignoring information from residents that the problem had already been confirmed as near the exchange. We've had the same engineer turn up twice in the space of a month (we had three appointments in quick succession). The first time, he checked the house and said everything in the house was fine. That didn't stop him checking again when he returned for another appointment, during which he screwed up our wiring completely. Almost without exception the engineers are mediocre or worse (not just the ones that have come recently), with minimal soft skills, minimal technical skills and minimal diagnostic skills. Open a box, disconnect wires and then, by trial-and-error, try to hook them up to get things working again. In our latest experience, they disconnected multiple extensions, including the burglar alarm, and only put one back in place. Even that one was put back using a different pair of wires, changing the extension from pretty much crystal clear to crackly. The engineer arrived without suitable tools, so had to borrow them. He scooped some of them up into his bag, from which they had to be retrieved before he left. He spent the appointment muttering about how he wasn't trained for things, yet still took things apart to try to do them (making the situation worse). He couldn't explain what he was doing, nor what he had done. The previous engineer wasn't quite as bad, but still left things in a worse situation than when he arrived, including disconnecting the master socket that OpenReach insist must be present, making it just a junction box. Three visits in a row, engineers have looked at a frayed cable outside (OpenReach's responsibility) and have left it there rather than replace it. I have not yet seen an OpenReach engineer take a photograph of wiring before making changes, so they inevitably cannot put things back how they were when they get into trouble. That last one messed things up so badly, including the consumer side of the master socket, that he reckoned we would have to get somebody in the lay new extension cables, and redecorate as the cables are in the walls. I cannot think of a company as appalling as OpenReach, and I despair any time we have to deal with them. The moment reliable 5G is available where we are, our landlines will be history just to get rid of the need to deal with OpenReach ever again. Their monopoly in this area needs to be gotten rid of, so that people who know what they are doing can compete and improve things. As it is, we have complaints and a compensation claim open against OpenReach. Were it not for the fact that FTTP is due to be installed soon, which will require changes to our home setup anyway, I would be kicking up one hell of a stink.”

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Posted 2 years ago

“My neighbour has been waiting since October for a final connection to be completed. She is elderly with disabled husband. My equipment arrived at the end of November to be installed. TWO JOBS NOT COMPLETED Fail to respond to emails, even CEO Had a call New Years day assuring me that there would be connection by the end of the week. This passed stillno connection or contact LIES FROM ABYSMAL INCOMPETENT STAFF”

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Posted 2 years ago

“I had an ongoing issue with my Sky Broadband and Steve was the second BT open reach engineer to visit me in Uxbridge and resolved the issue swiftly and was exceptionally helpful and friendly. My line had a fault and after testing in my property and outside the fault was immediately fixed! I was 9 days without wifi thankfully Steve sorted it all out! Thank you for resolving the issue so quickly and being so helpful! Credit to BT for having such wonderful engineers!”

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Posted 2 years ago

“Absolutely woeful service. Broadband installation date 13th October. Man came out, couldn't figure out how to connect it in the hallway so decided to use the line in living room. Got a call from his friend, disappears for 2 hours (during our 3 hour appointment), came back, sat in his van for around 30 mins, installed the box outside the house. Waited over a month for someone to come and tell me what I already knew, that part of the tarmac would need a track cut and a bit of the garden needed dug. Another appointment was needed to get someone out to dig and install the cables, the digging got done by a contractor who seemed much more competent than the openreach team. They were only told the morning of the appointment (15th December) that they could only dig and weren't to install the cables, even though usually they do. Almost feels like openreach are trying to cause me more problems. I work in healthcare and some days have to work from home, but have had to go to family members houses as still no internet!! Contacted Vodafone on 15th as I'm not able to contact openreach directly, they said openreach advised cables would be installed 16th, nobody turned up. Contacted Vodafone on 17th December and got told openreach advised they need to make a new appointment. I asked for it to be escalated as a formal complaint due to many promised dates being missed, and have now been told 23rd December is definitely my final installation date, so into my 3rd month with no internet thanks to Openreach. Sadly in NI we don't have many fibre broadband options and Openreach are contracted to do the lines for many internet providers, otherwise I'd tell them to stuff it.”

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Posted 2 years ago

“The most unreachable company on earth. Twice took the day off to wait for openreach. Did not turn up then proceeded to lie and said that we weren’t in. They are an absolute disgrace. They cannot carry on like this utterly disrespecting the public on an monstrous scale.”

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Posted 2 years ago

“They are impossible to contact, there helplines go no where, there complaints system goes no where, the engineers fob you off when you talk direct to them. How can they get away with this terrible service? They just do not care. Its a disgrace. They worked on the telephone pole outside my mothers house, she lost her phone line directly after and now they could not care less. This is what to expect from them.”

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Posted 2 years ago

“When open reach work man said he'd dug up my garden to fit fiber and he hadn't touched it. Got payed for the job I think he should be sacked .reveiws are true like mine. I'm still waiting for it to be done. Media should be told about all the nonsence this company tell customers”

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Posted 2 years ago

“Was not expected the firm to turn up and did the cable work connected to sky and broadband, the cables to the property was fixed appalling and a Messy to look at, very bad workmanship NOT HAPPYs”

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Posted 2 years ago

“Made an appointment for an engineer to drop the hook holding, the in cable, on the side of my property, by only 5cm, so urgent work could be carried out on the property. An engineer call Max turned up and said it would cost me hundreds but very vague when pressed . Can't give me a proper price but i have to book the job in again and after they have finished i get the bill. Who is going to agee to that arrangement? I was told by someone in the same trade a 15 minute job, no need to replace wires etc just a new hook an attach . An then, as he's leaving tells me I will be charged for his time as my line is working. He spent as much time sitting in his van on his mobile as talking to me. No free estimates from openreach. Rip off”

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Posted 2 years ago

“I had a phoneline cut through accidentally during plastering work. They came next day and fixed it in about forty minutes. The only thing I'd say was I didn't no they were arriving so I almost missed them as I was going out. Excellent service overall.”

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Posted 2 years ago

Openreach is rated 1.7 based on 236 reviews