Very understanding amd considerate of my elderly mother's situation. The engineer was flexible and extremely clear in explaining what he was doing and how he left things. My anxious mother was left fe... See more
While we don't verify specific claims because reviewers' opinions are their own, we may label reviews as "Verified" when we can confirm a business interaction took place. Read more
To protect platform integrity, every review on our platform—verified or not—is screened by our 24/7 automated software. This technology is designed to identify and remove content that breaches our guidelines, including reviews that are not based on a genuine experience. We recognise we may not catch everything, and you can flag anything you think we may have missed. Read more
Review summary
Created with AI, based on recent reviews
What people talk about most
Reviews shaping this summary
Having already had a challenging day on other installations your engineer Lewis arrived & introduced himself. He was clear in his explanation of the works & got straight down to sorting everything o... See more
We were so impressed and happy with our experience with Open reach connecting our broadband and WiFi. Their communication was excellent as was their availability for an appointment the day we moved in... See more
Great service and solutions Put the box etc where I wanted, not where they were suggesting for location. Meant extra work for them. Only negative I'd note is they didn't phone to give estimated... 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
Asks customers to review
This company invites their customers to review, whether positive or negative
At Trustpilot, it's all about human content. This business can also access our AI-assisted response tool which helps them draft replies.
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
People also looked at
It’s been nearly 3 years of one…
It’s been nearly 3 years of one cancellation after another. My neighbours have had fibre fitted last year, the cable passes my gate. I’ve had conversations with four to five engineers, but it’s one cancellation after another.
I was getting ready for Wednesday’s appointment, but I wasn’t holding my breath, another cancellation just proves how consistently poor you are in keeping appointments.
You’ve given me a new date when I’m on holiday. There’s likely to be no one here on that date, in a month’s time. The nearly 3 years will definitely be more than 3 years very soon. I’ll expect to see you when you’re knocking on my door, until then I’ll wait with no expectations of you keeping an appointment.
17 October 2024 - 23 September 2026.
August 17, 2026
Unprompted review
Reply from Openreach
Hi Geoff,
Thank you for contacting us via Trustpilot. I’m truly sorry that you’ve experienced repeated cancellations over nearly three years, despite fibre already being available to neighbouring properties and the cable passing your gate. I completely understand why you’ve lost confidence in the appointments and feel unable to rely on the latest date provided. I’m also sorry that the replacement appointment has been arranged while you’re away. I woulf request you to contact your service provider and ask them to urgently review the prolonged delay, rearrange the appointment for a suitable date and escalate the repeated cancellations with Openreach. This falls far below the reliable and coordinated service you should have received. Please accept my sincere apologies for the years of delays, continued disappointment and considerable frustration caused.^Abir
Excellent service
Excellent service
Friendly guy
Very informative answered every question I had
August 17, 2026
Unprompted review
Faulty ONT connections
I had new fibre ONT box fitted with new router. Wi Fi worked briefly ; but on second day , LOS red fault ‘ led ‘ came on . I have reset ONT and router on many attempts to fix fault .
Not happy with service and without internet connection for a week
August 13, 2026
Reply from Openreach
Hi Mike,
Thank you for contacting us via Trustpilot. I’m very sorry that your Wi-Fi stopped working shortly after the new ONT and router were installed, and that you’ve now been without internet for a week despite repeatedly restarting the equipment. I understand how frustrating and disruptive this must be. I would request you to please contact your service provider and ask them to urgently investigate the red LOS light, as this may require further checks. If an Openreach network issue is identified, they can raise the fault with us and arrange an engineer visit where required. Please accept my sincere apologies for the prolonged loss of service and inconvenience caused.^Abir
It was a hot day & the engineer has a…
It was a hot day & the engineer has a lot of ‘uniform’ to wear , but I found him rather surely. He didn’t tidy up the frond cement dust or realise the trash bins .
He did use the old Virgin holes in walls , which I was grateful for ( was my idea ).
August 15, 2026
Reply from Openreach
Hi Maureen,
Thank you for contacting us via Trustpilot. I’m pleased that the engineer reused the existing holes, helping to avoid unnecessary drilling. However, I’m sorry that his manner came across as unfriendly and that cement dust was left behind and the bins were not returned to their original position. Your property should have been treated with care and the work area left clean and tidy. Please accept my sincere apologies for the lack of consideration and inconvenience caused.^Abir
Very good service
Kept well informed throughout and work was done professionally and timely. Deducted one star for some confusion at their end re work to be done and sequencing.
August 17, 2026
Unprompted review
Open Reach Full fibre installation
The two engineers arrived on time, were very courteous and careful, and worked effectively outside and inside our property. They discussed the whole job with us, especially the best position to install the internal hub point and fitted everything very cleanly and efficiently. Very pleased with the work, and the resulting connection.
July 21, 2026
Very helpful engineer.
August 14, 2026
Great experience
Everything went very well and we were kept informed and updated about every stage !!
August 7, 2026
Engineer was very good and knew what he…
Engineer was very good and knew what he was doing
August 13, 2026
There were a few things not
There were a few things not
connected to my wifi . I struggled to get my Alexa sorted , also my printer.
August 13, 2026
The engineer was very professional…
The engineer was very professional polite and clean worker
August 14, 2026
Openreach: Unreachable, Unaccountable and Not Fit for Purpose
Openreach’s system for getting a broadband fault repaired is absolutely atrocious.
You are told an engineer will attend, but given no useful indication of when. They are supposed to call before arriving, but don’t. You cannot contact the engineer, you cannot contact the team dealing with the repair, and Openreach won’t speak to you because they insist everything goes through your broadband provider.
So you end up with the absurd situation where an engineer is supposedly coming to your property, but you have virtually no way of communicating with the people actually doing the work.
For a company responsible for such a critical part of the UK’s infrastructure, this is completely unacceptable. The whole system seems designed to make Openreach unreachable and unaccountable.
August 17, 2026
Unprompted review
Reply from Openreach
Hi Eddy,
Thank you for contacting us via Trustpilot. I’m truly sorry that trying to arrange a broadband repair has left you feeling ignored and unable to get the clear information you need. I completely understand how exhausting and frustrating it must be to wait for an engineer without a reliable arrival time, receive no promised call and have no direct way to obtain an update. You’re right to expect a repair process that is clear, accessible and properly coordinated, especially for such an essential service. Instead, you’ve been left feeling passed around and disconnected from those handling the work. This is not the experience we want for our customers. Please accept my sincere apologies for the lack of communication, uncertainty and considerable frustration caused. ^Abir
Friendly
Friendly, efficient and professional. The connection problem was completely resolved.
August 12, 2026
Unprompted review
Very rude kelly’s contractor
Anthony from Kellys had no people skills, trampled mud and blackberries all through my house, and barely gave any information about why he wasn’t going to do the job.
I understand why he couldn’t do the job after my second engineer explained.
August 14, 2026
Reply from Openreach
Hi there,
Thank you for contacting us via Trustpilot. I’m very sorry that the engineer’s manner came across as rude and that mud and blackberry debris were brought through your home. I understand how disappointing it must have been to receive very little explanation about why the work couldn’t proceed. I’m pleased that the second engineer clearly explained the reason, but this should have been communicated respectfully during the first visit, and your home should have been treated with greater care. Whether work is completed by Openreach or one of our trusted partners, including Kelly Communications, we expect the same professional standards. Please accept my sincere apologies for the engineer’s conduct, the mess and the poor communication. ^Abir
Got ee installed and it's not worked…
Got ee installed and it's not worked since they put it in its been 3 days with no Internet or tv
August 15, 2026
Reply from Openreach
Hi Lisa,
Thank you for contacting us via Trustpilot. I’m very sorry that you’ve been left without internet or TV for three days following the installation. I understand how frustrating and disruptive this must be, particularly when you expected everything to be working from the outset. I would request you to please contact your service provider (EE) urgently, as they manage your service, equipment and activation. They’ll be best placed to investigate the issue and, if an Openreach network fault is identified, raise it with us and arrange further support. Please accept my sincere apologies for the ongoing loss of service and inconvenience caused ^Abir
He did not tune any other devices he…
He did not tune any other devices he just connected new hub & left
August 13, 2026
Reply from Openreach
Hi Andrew,
Thank you for contacting us via Trustpilot. I’m sorry that the engineer left after connecting the new Hub without helping you reconnect your other devices or clearly explaining the next steps. I understand how frustrating it must be to be left to complete the setup yourself. I would request you to please contact your service provider, as they manage the Hub and in-home device connections and will be best placed to help get your devices connected. Please accept my sincere apologies for the lack of guidance and inconvenience caused.^Abir
Dreadful
If I could, I would have given a zero rating.
Dreadful installation with the wire draped across the front of the house. Extremely difficult to contact Open Reach to resolve the issue.
Utterly frustrated and would not recommend this company.
August 4, 2026
Reply from Openreach
Hi There,
Thank you for contacting us via Trustpilot. I’m truly sorry that the cable was left draped across the front of your home, leaving the installation looking untidy and poorly finished. I understand how frustrating this must be, particularly when you’ve also found it difficult to reach us for support. I would request you to please contact your service provider and ask them to review the installation. They’ll be best placed to raise your concerns with Openreach so the cable route can be assessed and any appropriate remedial work arranged. Please accept my sincere apologies for the poor workmanship, difficulty getting support and considerable frustration caused. ^Abir
Waited in for four hours on Friday and…
Waited in for four hours on Friday and the engineer didn't come . I then waited 8-1 today (Monday ) and the engineer didn't show as scheduled
August 17, 2026
Unprompted review
Reply from Openreach
Hi H marshall, thank you for contacting us via Trustpilot. I am very sorry to learn that the engineer failed to attend on two separate occasions. I understand that you waited at home for a four-hour appointment on Friday, but no engineer arrived. You then made yourself available again today, Monday, during the scheduled 8:00am to 1:00pm appointment window, and once again the engineer did not attend. Please raise this with your service provider so that they can investigate the issue and arrange for a new appointment without further delay. Please accept our sincere apologies for the disruption and frustration this has caused. ^Debangshi
Great professional friendly service.service
Engineer consulted on all aspects of what would be done and ensured any issues/concerns were addressed. He overcame issues due to installation of lines to nearest pole.
August 13, 2026
The Trustpilot Experience
Anyone can write a Trustpilot review. People who write reviews have ownership to edit or delete them at any time, and they’ll be displayed as long as an account is active.
We use dedicated people and clever technology to safeguard our platform. Find out how we combat fake reviews.
Learn about Trustpilot’s review process.
Here are 8 tips for writing great reviews.
Verification can help ensure real people are writing the reviews you read on Trustpilot.
Offering incentives for reviews or asking for them selectively can bias the TrustScore, which goes against our guidelines.