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
- #18 of 48 best companies in Phone and internet services
- #15 of 48 best companies in Internet provider
- #26 of 63 best companies in Internet Service Provider
- #5 of 9 best companies in Telecommunications Contractor
- #45 of 96 best companies in 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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Five Star
Efficient, prompt and professional - something that is very rare these days.
Lawrence went above and beyond to ensure everything was working, talked me through everything and ensured he cleaned up after himself.
Absolutely great service - can’t praise enough.
17 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 experience was not good
The experience was not good, two weeks after installation it’s not working leaving an older widow with no access to communication. A poor experience
28 July 2026
Reply from Openreach
Hi Debbie,
Thank you for contacting us via Trustpilot. I’m deeply sorry that the service stopped working only two weeks after installation, leaving an older widow without a reliable means of communication. I understand how worrying and isolating this must be. I would request you to please contact the service provider urgently, explain the customer’s circumstances and ask them to treat the loss of service as a priority. They’ll be best placed to investigate and arrange further support or raise an urgent fault with Openreach if required. Please accept my sincere apologies for the loss of service, distress and considerable inconvenience caused. ^Abir
Installation was scheduled and…
Installation was scheduled and completed as arranged. The installation was uneventful because it was all dealt with very competently.
17 August 2026
Engineer came in the allotted time
Engineer came in the allotted time, installed equipment with no bother and was helpful and knowledgeable job done
17 August 2026
Very professional guy
17 August 2026
The location of the modem is unsafe
The location of the modem is unsafe. The neighbours have complained about the cable trailing outside of their windows.
17 August 2026
Reply from Openreach
Hi there,
Thank you for contacting us via Trustpilot. I’m very sorry that the modem was installed in a location you consider unsafe and that the external cable was left trailing outside your neighbours’ windows. I understand how concerning this must be for you and your neighbours. I would kindly request you to please contact your service provider and ask them to urgently review the installation. They’ll be best placed to raise this with Openreach so the modem placement and external cable route can be assessed and any necessary remedial work arranged. Please accept my sincere apologies for the unsuitable installation and the concern and inconvenience caused.^Abir
Good service
The engineer arranged the appointment and was on time. He explained what needed to be done. He was very efficient and tidy. Helped move and replace some furniture.
17 August 2026
Efficient and helpful
17 August 2026
Our engineer Jokini arrived within the…
Our engineer Jokini arrived within the time slot allocated. He was friendly, knowledgeable, efficient, sensitive to my disabled husband. He worked quickly and tidily. I could not praise him highly enough.
17 August 2026
The 2 men that came to install my…
The 2 men that came to install my Internet were very polite, they had to find the line to connect to as l have never had Internet here before. They explained every step and set up both my TV and phone at the end. I don't understand technical things but they were so patient and kind explaining everything. Definitely recommend EE to anyone. Thankyou
17 August 2026
On time
On time, told us what they were doing step by step. Polite, clean. Made sure before they left that we were up and running and happy with how things were. Didn’t take very long after they left when we got the message that the phone was now working. So very happy
17 August 2026
Arrived at 1615 three operatives two ok…
Arrived at 1615 three operatives two ok one didn't seem too happy but he did his work with no mess, they were in and out within 45 minutes, so no complaints from us.
17 August 2026
Engineer was helpful but laptop no…
Engineer was helpful but laptop no longer works.Router is still in inconvenient place in bedroom, no
supplied to move it.
17 August 2026
Reply from Openreach
Hi there,
Thank you for contacting us via Trustpilot. I’m pleased to hear that the engineer was helpful. However, I’m sorry that your laptop is no longer working following the installation and that the router remains in an inconvenient location in your bedroom, with no suitable cable provided to reposition it. I would request you to please contact your service provider, as they’ll be best placed to help reconnect your laptop, review the router placement and discuss the available options for moving it. If further Openreach work is required, they can raise this with us. Please accept my sincere apologies for the disruption and inconvenience caused.^Abir
Very good work happy with the job
17 August 2026
I am 90 years of age and very hard of…
I am 90 years of age and very hard of hearing and did not realise that my wifi would not have been reconnected after the installation
My daughter had to reconnect after 2days without wifi
17 August 2026
Reply from Openreach
Hi Kathleen, thank you for contacting us via Trustpilot. I am very sorry to hear that you were left without Wi‑Fi for two days following your installation. Please accept our sincere apologies for the disruption caused. If you face any service issues, please reach out to your service provider who can help to get your issues resolved. ^Debangshi
Full Fibre Installation
We were surprised how quickly and efficiently the job was done.
The engineer went beyond what was expected as he helped us “oldies” to connect our iPads and phones quickly to the router .
17 August 2026
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