Sam the engineer was brilliant! He was friendly and made an extra effort to get us connected to fibre even though it was beyond the end of his working day, he needed to negotiate with our neighbours f... See more
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Timmi visited our property to connect us to full fibre . From the very first instance he was friendly Polite ,and very engaging. We discussed every possible and best option to install the equipme... See more
The service was great knew exactly when engineer was coming although possibley an overload of messages tbh. Would have liked him to put shoe covers on while in the house & tell me about the brick dust... See more
Engineer arrived in good time and started working. Came across a problem with our outside electric cables being too close to phone wire for him to safely bring it across to enter the house. He left sa... See more
Company details
- Phone and Internet Service
- Internet Provider
- Internet Service Provider
- Telecommunications Contractor
- Telecommunications Service Provider
Written by the company
We’re the people that make the net work - as the nation’s largest wholesale broadband network, we’re rolling out Ultrafast Full Fibre broadband across the UK. It’s our fastest and most reliable broadband yet, and we’re well on our way to making it available to 25m homes and businesses – building the UK’s fibre future.
Contact info
United Kingdom
- www.openreach.co.uk
4.6
Excellent
388K reviews
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TV worked only for a few days but now…
TV worked only for a few days but now no internet connection! Why? No channels,no freely, nothing. EE will send their engineer but not for a week but they have already sent their bill!.... after only a few days! No delay for them! If it wasn't for keeping our landline l wouldn't have switched. So many pitfalls these days
10 August 2026
Reply from Openreach
Hi William,
Thank you for contacting us via Trustpilot. I’m very sorry that your television and internet stopped working only a few days after the service was installed. I understand how frustrating and disappointing this must be, particularly as you now face a week-long wait for an engineer while already receiving a bill. I would request you to please reach out to your service provider (EE) manages your internet, TV service, landline and billing, please continue working with them and ask them to urgently review the loss of service and any charges for the affected period. Please accept my sincere apologies for the disruption, lengthy wait and disappointing start to your new service.^Abir
Engineers visit
Engineer was very efficient and polite and completed the work in a professional manner.
14 August 2026
Service and location
Service and location. Before during and after the engineer was most courteous and helpful. Many thanks to all.
13 August 2026
Excellent job
14 August 2026
Mixed thoughts
I liked that they arrived within the allocated time slot of 8am - 1pm. I did not like them leaving halfway through our job to go carry out another one, leaving us for over an hour, this then took us well passed 1pm and we had things to do.
14 August 2026
Reply from Openreach
Hi Mand,
Thank you for contacting Openreach via Trustpilot. I'm pleased to hear that the engineers arrived within the allocated appointment window of 8:00 AM to 1:00 PM. However, I am sorry to hear that they left partway through the installation to attend another job, leaving you waiting for over an hour before returning. I appreciate how frustrating this must have been, particularly as it caused the work to extend well beyond the scheduled time and disrupted your plans for the day. This is not the level of service we aim to provide. In relation to the issues you've experienced with your services, I recommend contacting your service provider so they can investigate the connection and assess whether any outstanding work from the installation remains incomplete. If necessary, they can arrange for an engineer to revisit the property to complete the installation, address any unresolved concerns, and ensure the service is functioning correctly without further delay. ^Basundhara
The engineer pulled all the wires for…
The engineer pulled all the wires for my normal Ariel out of the booster box and now I cannot get a normal digital Ariel connection
6 August 2026
Reply from Openreach
Hi there,
Thank you for contacting us via Trustpilot. I’m sorry to hear that your aerial wires were pulled out of the booster box and that you’re now unable to receive a normal digital aerial connection. We would expect care to be taken around existing equipment and wiring during any work, so I’m sorry this has happened. As your TV/aerial setup may need checking, please contact your service provider so they can review this and raise with us if required. Please accept our apologies for the inconvenience caused. ^Nilanjan
Not as neat and tidy as I’d expected
The engineer was prompt, friendly and helpful. The speed I’m getting is excellent.
My only quibble is with the neatness of the installation. Somehow I ended up with an extra hole in the interior wall which was filled in but not very attractively. The holes outside are a bit ragged looking, and the box inside is not quite level which might not bother most people but happens to annoy me, as does the tangle of cables.
Given a choice I would have stuck with fibre to the cabinet which gave me very acceptable speeds but which is being phased out and which is also rocketing up in price because providers want us off the copper network asap.
29 July 2026
Reply from Openreach
Hi There,
Thank you for contacting Openreach via Trustpilot. I'm pleased to hear that the engineer was prompt, friendly and helpful, and that you're enjoying the excellent speeds from your new service. However, I'm sorry to hear that you were disappointed with the neatness of the installation. I understand your concerns regarding the additional hole in the interior wall, the appearance of the filling work, the ragged finish around the external drill holes, and the internal box not being level. This is not the level of service we aim to provide. Regarding the hole,You can contact our Public Liability team. You can send them some photos and any information you have and they will send out some claims forms to fill in. They can be contacted on BTPL@Keoghs.co.uk or 01135 482 650. Please accept my sincere apologies for the inconvenience caused. ^Basundhara
Installation was perfect
Gentleman that was here to install was very pleasant made no mess at all and respected of my house
14 August 2026
Sam the engineer was brilliant
Sam the engineer was brilliant! He was friendly and made an extra effort to get us connected to fibre even though it was beyond the end of his working day, he needed to negotiate with our neighbours for permission to pin the fibre cable along the front of their house. Really impressed with his work ethic and customer service. All of the above should be recognised in the context of it being one of the hottest days of the year…so far.
12 August 2026
Fibre installation
The engineer was very good, he let me know when to expect him and text to say he'd been held up. The enhineer listened to my concern and helped with a previous issue. He left everything nice and tidy and ensured everything was working before he left.
14 August 2026
Professional installation
The installation engineer was professional and courteous. He made the experience trouble-free and everything was working when he left.
15 August 2026
Rubbish
I am nearly 87 years old and I live on my own with some disabilities,since your so called installation on Saturday I have and still haven't got any tv or phone so not so good
14 August 2026
Reply from Openreach
Hi Henry,
Thank you for contacting us via Trustpilot. I’m deeply sorry that you’ve been left without a working phone or television since Saturday. I understand how distressing and isolating this must be, particularly as you’re nearly 87, live alone and have disabilities. I would request you to please contact your service provider urgently, explain your circumstances and ask them to treat the loss of service as a priority. They’ll be best placed to check your phone and TV services and arrange further support. Please accept my sincere apologies for the ongoing loss of service, worry and considerable inconvenience caused.^Abir
Kane was a fantastic engineer!
Kane was a fantastic engineer and carried out a brilliant installation. He was friendly, kept me informed of what was happening and answered any questions with good knowledge. Just the kind of guy you want working in your house. A real credit to your company. Thank you Kane.
14 August 2026
Shabby Work
The engineer has left the cable instalation a mess. I have contacted Open Reach and I am awaiting a response after sending photographs of the poor workmanship.
When I tried to contact Open Reach to complain I found that you cannot talk to someone over the phone you have to go on a chat box. I spent 45 minutes trying to get something done regarding the work. I was informed that I could not speak to someone on the phone, only by the chat box. What took 45 minutes to agree that I needed an inspection of the work and given a ref number could have been done in ten minutes
What I gleam from my experience is that Open Reach do not wish to have any verbal communication with a customer . For a communications company this is not customer first
12 August 2026
Unprompted review
Reply from Openreach
Hi Ron,
Thank you for contacting Openreach via Trustpilot. I am sorry to hear that you were unhappy with both the quality of the installation and the experience of raising your concerns. I understand that the cable installation has been left in an untidy condition and that you have already contacted Openreach and submitted photographs of the workmanship for review. I appreciate how frustrating it must be to wait for a response while the issue remains unresolved. I am also sorry to hear about the difficulties you encountered when trying to report the problem. Spending 45 minutes on a web chat simply to arrange an inspection and obtain a reference number is understandably disappointing, particularly when you felt the matter could have been resolved much more quickly through a telephone conversation. I appreciate your concerns regarding the lack of a direct phone contact option and the impact this had on your overall experience. This is not the level of service we aim to deliver. As you already have an inspection request logged with Openreach, I would recommend continuing to monitor the case using the reference number provided. The inspection will allow the workmanship concerns to be fully assessed and, where necessary, any remedial work can be arranged to bring the installation up to the expected standard. Please accept my sincere apologies for the inconvenience caused.^Basundhara
EE Transition to "full fibre" with landline telephone.
EE informed us that Openreach would install a full fibre upgrade free of charge to maintain our landline telephone service.
We were disappointed when the installation engineer informed us that he was not allowed to route fibre cable along the same path as the copper cable, under the floor and out of sight, but instead over head the full length of the house and down the wall in plain sight. He also said he could not remove the old cables as they belonged to Openreach and he was a contractor.
With the installation complete, which replaced the old router with a smart hub, he did connect help connect my phone the WiFi and quickly left. I have now spent many hours over several days reconnection other equipment, smart phones, computers, tablets etc. The new smart hub (router) behaves differently to the router it replaced. Network settings on my desktop and NAS disk-station had to be reconfigured and mobile devices sometimes do not reconnect automatically to the WiFi without being restarted. Despite being in my mid 80s I have been able to resolve the major issues but I have a background computer science and I suspect that most people would require help which was not provided by the installer.
13 August 2026
Reply from Openreach
Hi John, thank you for contacting us via Trustpilot. I am sorry to hear that your experience did not meet your expectations and that the installation process caused you frustration and inconvenience. I am particularly sorry to learn of the difficulties you experienced following the installation. Replacing a broadband router can sometimes require individual devices and network equipment to be reconnected or reconfigured, especially where devices have custom network settings. However, I appreciate that this resulted in many hours of additional work for you over several days. Please accept our apologies for the inconvenience caused. Regarding the old cables, we have a team who can look into removing the redundant equipment for you. If you fill in this link https://openreach.my.salesforce-sites.com/form/?NRV and click 'new enquiry' the team will be in touch. ^Debangshi
My EE internet doesn’t work or it’s off…
My EE internet doesn’t work or it’s off then on for short time. Terrible service
14 August 2026
Reply from Openreach
Hi Uel,
Thank you for contacting us via Trustpilot. I’m very sorry that your EE internet is either not working or repeatedly dropping out. I understand how frustrating and disruptive an unreliable connection must be. I would request you to please contact EE and ask them to investigate the intermittent service. They’ll be best placed to test your connection and equipment and, if they identify an Openreach network fault, raise it with us for further investigation. Please accept my sincere apologies for the ongoing disruption and inconvenience caused. ^Abir
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