Visited this morning in Macduff by Danny who was brilliant. He was a credit to Openreach. He asked where we wanted the connection point installed and even advised the best location so it would be hid... See more
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Review summary
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Reviews shaping this summary
Prior to installation ample emails and sms messages were received as a reminder of our appointment and also giving ample opportunity to reschedule. The openreach engineer, Lewis, rang ahead an... See more
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
After technical issues with installation of full fibre FTTP, I was put in touch with Cameron of the Openreach escalation team, who was extremely helpful and got everything sorted out. FTTP has been in... 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
389K reviews
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All Good!
On time; cheerful and helpful engineer; WiFi up and running in less than 30 mins. Happy customer!
18 August 2026
May use AI-assist with repliesRead more
At Trustpilot, it's all about human content. This business can also access our AI-assisted response tool which helps them draft replies.
The contractor from J Quin was…
The contractor from J Quin was extremely unhelpful and did not explain or demonstrate sympathy with our questions
18 August 2026
Reply from Openreach
Hi Keith,
Thank you for contacting Openreach via Trustpilot. I am sorry to hear that the contractor from J. Quin was extremely unhelpful and did not clearly explain the work being carried out. I understand your concerns that your questions were not answered adequately and that the contractor did not demonstrate understanding or empathy towards your situation. This is not the level of service we aim to provide. I recommend contacting your service provider so they can review your installation, provide a full explanation of the work completed, and ensure everything has been installed correctly. If necessary, they can also arrange for an engineer to attend and provide any further assistance required. ^Basundhara
Professional and polite
The young man doing the installation was very pleasant and very professional and polite, he explained everything that he would be doing and after showed what he’d done, great work
18 August 2026
The engineer was excellent no problem…
The engineer was excellent no problem very vlean at work
18 August 2026
Paul our engineer contacted us prior to…
Paul our engineer contacted us prior to visit arrived as promised, very polite and informative.
Resolved problem.
Took his time to explain use of new box .
THANKYOU VERY MUCH PAUL 😊
18 August 2026
Very helpful service engineer
Very helpful service engineer, work carried out quickly and efficiently he was polite offering advise.
19 August 2026
Unprompted review
Simon the engineer was polite
Simon the engineer was polite, friendly and so helpful. Did his best to make sure everything was put in the best place with the least inconvenience to us. Everything working perfectly.
18 August 2026
The Engineer was extremely helpful
The Engineer was extremely helpful, friendly and explained what he was doing and the options involved.
18 August 2026
Good experience
Engineer turned up within the specified time frame.
He was very helpful and informative, told me just what was going to happen and got on with the job!!
Very pleasant and helpful.
18 August 2026
Engineer was very efficient
Engineer was very efficient, arrived at 8am,and everything was connected by the afternoon,couldn't fault them on anything
18 August 2026
Can’t be faulted
Arrived on time and fitted full fibre broadband within 90 mins. Polite, informed and friendly service.
18 August 2026
Very efficient installation of fibre…
Very efficient installation of fibre optic cable. Good communication
18 August 2026
Working, but glad it is over
Sub contractor refused to install internal equipment as there was a telecare system in the house on second attempt to connect even tho this was declared in paperwork before install and is totally independant from phone line or wifi, it uses a sim card to work. It took 3 visits (1st being a no show and 3hrs live chat to talktalk to resolve) to have the new network up and running only to find the engineer had the old broadband router piggy backed on to new full fibre system. Install was for a pensioner, fortunately i was able to disconnect old from new and configured correctly, End result is great and is worth saying all external works that were required went well and as planned. It did cost me 2 days annual leave and a couple of hours of an evening fixing after 3rd visit to get there though.
18 August 2026
Reply from Openreach
Hi Violet,
Thank you for contacting us via Trustpilot. I’m pleased that the external work went as planned and that the new service is now working well. However, I’m sorry that it took three visits, including a missed appointment, to get the connection running. I understand how frustrating it must have been for the internal installation to be refused because of the telecare system, despite this being declared beforehand and operating independently through a SIM card. You also shouldn’t have been left to correct the router setup yourself, particularly when the installation was for a pensioner. While I’m glad you were able to resolve it, this cost you two days of annual leave and several more hours of your own time. Please accept my sincere apologies for the missed visit, poor coordination and unnecessary effort required to complete the installation. ^Abir
Installer lovely young man very…
Installer lovely young man very respectable and courteous
17 August 2026
Openreach we're exceptionally disappointing.
The engineer who eventually came and fitted my installation was superb. However, the lead up to this final day was atrocious. Openreach cancelled my installation on 4 occasions due to wrong information, which I don't understand where it came from. It took 4 months to get an engineer here on a day agreed. Each cancellation was last minute and if I'd have had to take time off work to be present for the agreed dates, I would have lost over a week of holiday time. I don't consider this to be acceptable procedure. It took so long for openreach to sort themselves out, that BT cancelled my package agreed, and I had to renegotiate a new deal that cost me more money. So overall I am extremely dissatisfied with Openreach, even though the final engineer, from a local company, was excellent. I am very unlikely to want to change anything else regarding my Internet or phone lines, in case Openreach mess up again! 2 stars are for the local engineer Joe, not Openreach.
17 August 2026
Reply from Openreach
Hi there,
Thank you for contacting us via Trustpilot. I’m delighted to hear that Joe provided an excellent service and completed the installation to such a high standard. However, I’m truly sorry that it took four months and four last-minute cancellations before the work finally went ahead. I know how frustrating and disruptive the repeated cancellations and incorrect information must have been, particularly when the delay led to your original BT package being cancelled and you having to agree to a more expensive deal. This falls far below the organised and dependable service you should have received. Thank you again for recognising Joe’s excellent work despite the wider experience. Please accept my sincere apologies for the prolonged delay, repeated inconvenience and loss of confidence caused.^Abir
The engineer was friendly and helpful
The engineer was friendly and helpful and did a good job even though he had to go above and beyond compared to a standard installation.
18 August 2026
Job operation
Operator was polite and explained what he was going to do and showed respect to me and property a job well done
18 August 2026
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