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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Review summary
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Reviews shaping this summary
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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Very efficient
Very efficient. Would have liked the router to be in our old spot but recommend against it. I am not sure if this was it would have taken him longer. He gave a reason but not sure if that was the case
11 August 2026
Very professional and friendly ,
Very professional and friendly ,
Explained everything so we could understand easy.
11 August 2026
Unprompted review
Very smooth installation process
Very smooth installation process. Really helpful member of the team who talked us through each stage of the installation. Really pleased with the communication and service provided.
14 August 2026
Detected the problem yousing systematic…
Detected the problem yousing systematic approach and solving the issue in professional way instead of quick fix.
11 August 2026
Unprompted review
May use AI-assist with repliesRead more
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Sub contractor arrived on time and was…
Sub contractor arrived on time and was very nice. However he had been given no info of our medical needs or history by BT or Plusnet (our previous brilliant supplier) . Installation went smoothly but we were left with no connection to tv or desktop computer. Had to get help in to connect our appliances. Installer said this was not part of his job.
14 August 2026
Reply from Openreach
Hi Pete,
Thank you for contacting Openreach via Trustpilot. I'm pleased to hear that the subcontractor arrived on time, was courteous, and that the installation itself went smoothly. However, I'm sorry to hear that information regarding your medical needs and circumstances was not available to the engineer, as we understand how important this can be when planning and carrying out an installation. I also appreciate your frustration at being left without a connection to your TV and desktop computer following the visit. While the engineer advised that connecting customer equipment was outside the scope of their role, I understand this resulted in additional inconvenience and expense for you as you had to arrange further assistance. This is not the level of service we aim to deliver. For your awareness, Openreach engineers are responsible for installing and connecting the Openreach network equipment but are not trained to set up or configure customer devices such as TVs, desktop computers, or other home entertainment and IT equipment. Your service provider will be best placed to assist with connecting your devices to the service or advising on any alternative arrangements. Please accept our apologies for the inconvenience caused. ^Basusndhara
Engineer was on time and brought ladders.
Your engineer called on time at 1pm and had ladders and was suitably equipped.
15 August 2026
Arrived at the beginning of allotted…
Arrived at the beginning of allotted time slot. Very friendly engineer. Minimal mess.
12 August 2026
Internet went down in afternoon said on…
Internet went down in afternoon said on EE website there was poor connection and could arrange on line an engineer for the next day. Came at 9. My cable across some trees had snapped. Cherry picker got in and all fixed by 12.45. The engineer kept me informed of what work they were doing and was very polite and helpful.
Such brilliant service within less than 24 hours. Thank you very much Open Reach
11 August 2026
Unprompted review
Had a problem with my internet…
Had a problem with my internet connection so had no internet phone BT and the issue was sorted the next morning , the engineer arrived on time was very knowledgeable and polite and friendly and fixed the connection without any issues can't recommend BT highly enough
14 August 2026
Unprompted review
Complete mess up
Our details were mixed up with another customer and our install never actually happened. The engineer was hundreds of miles from us when he called to say he was be 10 mins away! No apology no communication from open reach just no engineer and no install.
We have had to place a new order and go back to the back of the queue ....
14 August 2026
Reply from Openreach
Hi Louise, thank you for contacting us via Trustpilot. I'm very sorry to hear about your experience. I completely understand how frustrating it must have been to be expecting an installation, only to discover that your details had been mixed up with another customer's and that no installation had actually been scheduled. Please raise this with your service provider so that they can arrange for a new appointment on your behalf. Please accept our apologies for the inconvenience and frustration caused. ^Debangshi
Advised the engineer that I did not…
Advised the engineer that I did not want to proceed with install as router had not been dispatched by broadband provider.
The engineer then told me that installation would not effect my previous broadband connection. He spoke to me like I was an idiot. I said again, I'd rather rearrange the appointment. Finally he refused to leave so I allowed him to proceed against my better judgement.
Lo and behold he contacted my broadband provider to state installation was completed, and my previous provider then cut off service.
This has left me without Internet for 5 days (and counting). I depend on wifi calling as I live in a poor signal area. I am 7 months pregnant and this has left me very vulnerable.
The engineer also took or disposed of my personal ethernet cable, so unable to access even ethernet!
Firstly, please ensure your engineers are respectful and listen to service users. Secondly, the work being marked as complete and the cable missing were dishonest.
There is also damage to our outside guttering due to ladders being used.
I wish I'd stayed with virgin media and paid higher broadband, as having to repair our gutters, replace cables, and spend time away from the house have been more costly. Disgusting.
14 August 2026
Reply from Openreach
Hi Florence,
Thank you for contacting us via Trustpilot. I’m deeply sorry that your clear request to postpone the installation wasn’t respected and that you felt pressured into allowing the work to continue. I understand how distressing this must be, particularly as you’re seven months pregnant, rely on Wi-Fi calling due to poor mobile coverage and have now been without internet for five days. I’m also very concerned that the work was marked as complete despite the router not having arrived, that your Ethernet cable is missing and that your guttering was damaged. Please contact your broadband provider urgently, explain your circumstances and ask them to prioritise restoring your service and review the missing cable. For the damage to your guttering, please contact our Public Liability team at BTPL@Keoghs.co.uk or 01135 482 650, providing photographs and any relevant information. They’ll advise you on the claims process. Please accept my sincere apologies for the engineer’s conduct, prolonged loss of service, missing property and damage caused. ^Abir
Work began and finished on time
Work began and finished on time. No fuss or unnecessary disruption.
31 July 2026
The engineer was happy to explain what…
The engineer was happy to explain what he was doing, he apologised for being slightly late and worked hard to complete the job successfully.
14 August 2026
EngineerEngineer was very efficient,clean and…
Engineer was very efficient,clean and tidy
13 August 2026
Gordon the engineer was very helpful…
Gordon the engineer was very helpful and explained everything well.
15 August 2026
The man I did eventually get was very…
The man I did eventually get was very helpful. His name was Ian.
13 August 2026
Excellent service
Excellent service. Reconnecting to fibre after a house move. Highly recommended
15 August 2026
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