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
- #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
389k reviews
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Great job done!
Impressed by the engineer who was friendly, professional, and knowledgeable.
He was patient and understanding to all my questions, and answered all my queries.
18 August 2026
Then engineer was aware of my needs and…
Then engineer was aware of my needs and was professional throughout the visit. Thank you.
18 August 2026
Fantastic Job
Fantastic Job, can't fault the engineer. Even used the old copper cable hole for the FTTP
18 August 2026
May use AI-assist with repliesRead more
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No problem solving capability
No problem solving capability
Problems not resolved
18 August 2026
Unprompted review
Reply from Openreach
Hi Tony,
Thank you for contacting us via Trustpilot. I’m sorry that the problems you reported remain unresolved and that you haven’t received the effective support you expected. I appreciate how frustrating it is to seek help but be left without a clear solution. If the issue is still ongoing, please contact your service provider and ask them to review and escalate it. They can carry out the necessary checks and raise any required network work with Openreach. Please accept my apologies for the lack of resolution and inconvenience caused. ^Abir
A very professional experience
the engineer arrived promptly just after 8am, asked some questions to ascertain my circumstances. I was appraised of what would be happening after we had agreed the entry point for the fibre. The engineer took the time to explain all my queries and made sure the phone was operational and explained how to use the router password before going.
18 August 2026
I wasn’t informed exactly what the…
I wasn’t informed exactly what the gentleman intended to do and I had to ask him a lot of questions I think he needs a course on how to be a little bit nicer to your customers and to inform them what he was doing
18 August 2026
Reply from Openreach
Hi there,
Thank you for contacting us via Trustpilot. I’m sorry that the engineer didn’t clearly explain the work before starting and that you had to ask several questions to understand what was happening. I appreciate how uncomfortable and frustrating this must have felt. Our engineers should communicate in a friendly and respectful manner, explain the proposed work and give customers an opportunity to raise any concerns. Please accept my apologies for the lack of communication and the disappointing way you were treated.^Abir
Our house phone doesn’t work would…
Our house phone doesn’t work would welcome an engineer to visit please
17 August 2026
Reply from Openreach
Hi Philip,
Thank you for contacting us via Trustpilot. I’m sorry that your house phone isn’t working and understand how inconvenient and concerning this must be. I would request you to please contact your service provider and report the loss of phone service. They’ll be able to check the connection and arrange an engineer visit if required. If the fault relates to the Openreach network, they can raise it with us for investigation. Please accept my apologies for the disruption caused. ^Abir
Really helpful guy doing the…
Really helpful guy doing the installation. Quickly completed the work, no mess or fuss.
18 August 2026
The engineer was very friendly &…
The engineer was very friendly & informative.He explained his plan of action
18 August 2026
Upgrade has become Retrograde
Day previous I spent 2 hot hours under my floor to run a line from back of house to front, to make life easy for engineer to splice cable and pull through.
Within 10 mins he had spliced cable pulled it and it came apart losing the line set up previous day.
Going back under floor was going to take some time, so he's signed job off as done, leaves leaving me with cable, no fibre and worst of all no working hub! He must have cut copper line, so I now have no phone, no internet and no television.
Spent 1 and half hours on mobile to an Indian lady from BT taking pictures of hub and cables and reconnecting.
Open Reach is No Reach!
This has gone on since March, 4 visits. No fibre, no internet, no phone.
This is supposed to be Upgrade not Retrograde!
18 August 2026
Reply from Openreach
Hi K. Davies,
Thank you for contacting Openreach via Trustpilot. I am sorry to hear about your experience and the significant inconvenience this has caused. I appreciate how frustrating it must have been to prepare for the installation yourself, only for the cable to fail during the work, the job to be marked as complete despite the fibre installation not being finished, and to then endure multiple visits since March while being left without a working phone, internet, or television service. In relation to this issue, I recommend contacting your service provider, as they will be best placed to review your concerns, investigate the cause of the delays, and assess the history of the installation. If necessary, they can arrange for an engineer to attend as a priority to complete the work, connect your service, and ensure everything is fully operational. Please accept my sincere apologies for the inconvenience caused. ^Basundhara
The guy turned up & waz really nice &…
The guy turned up & waz really nice & helpful..very professional..& set my tv up connecting after sorting WiFi..
18 August 2026
Excellent communication technique and…
Excellent communication technique and made a very professional job look very easy!!!
18 August 2026
Great service
On time, professional and courteous.
Just got on with the job then showed me exactly how to use the system.
Would recommend highly. Thanks
17 August 2026
Unprompted review
He explained what he was going to do…
He explained what he was going to do and did all the work inside so I could go out
17 August 2026
Too many phone calls
Too many phone calls, duplicate orders, and still no handset!
The actual installation was excellent, just too much poor communication
5 August 2026
Reply from Openreach
Hi Anne,
Thank you for contacting Openreach via Trustpilot. I am sorry to hear that you experienced excessive phone calls, duplicate orders, and poor communication throughout the process, and that you are still waiting to receive your handset. This is not the level of service we aim to provide. while, I am pleased to hear that the installation itself was completed to an excellent standard. I recommend contacting your service provider, who will be best placed to review the duplicate orders, check the status of your handset delivery, and address any communication concerns to ensure everything is resolved. Please accept my sincere apologies for the inconvenience caused.^Basundhara
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