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
A very pleasant
A very pleasant, courteous and polite young man. He explained all that he intended to do including repositioning my landline which is important to me as an oap with mobility issues. The other young man was equally friendly and courteous.
August 14, 2026
You gave plenty of information about…
You gave plenty of information about the installation. The man that did it for us, was really polite and did a great job.
August 14, 2026
Full Fibre Installation
The engineer was very thorough and explained the procedure to me so that I was aware of what to expect.
He was very polite and professional throughout.
August 12, 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.
Engineer was pleasant but thought he…
Engineer was pleasant but thought he had only come to put the line in not set up all equipment
We have a deaf member of staff and specifically explained this when taking on the new contract and needed special equipment to adapt to her needs this has not been catered for discriminating against our disabled employee
We are now waiting for another engineer
August 3, 2026
Reply from Openreach
Hi Tracy,
Thank you for contacting us via Trustpilot. I’m pleased to hear that the engineer was pleasant, but I’m very sorry that he wasn’t correctly briefed about the full setup or the accessibility requirements you had clearly explained when arranging the service. I understand how concerning and disappointing it must be that the necessary equipment for your deaf colleague wasn’t provided, leaving their needs unsupported. I’m pleased that another engineer has been arranged, and I would recommend ensuring your service provider records the accessibility requirements clearly so the correct equipment and support are provided during the next visit. Please accept my sincere apologies for the poor coordination, incomplete setup and distress caused to your colleague and team.^Abir
Fully test before release
I was very excited about getting full fibre broadband. The day came, copper out fibre in, then find it was faulty. Four days, four Engineers later the top man got it working after coordinating with India and changing some connections in our local exchange. ALL the guys who came did their very best to get my broadband service working. Maybe being proactive, new systems should be fully operationally tested before being released for customers. Thank God there are some brilliant individuals in our service providers that go above and beyond what appears to be our Country’s norm.
August 13, 2026
Reply from Openreach
Hi Bnspncr,
Thank you for contacting Openreach via Trustpilot. I'm sorry to hear that what should have been an exciting upgrade to full fibre broadband was initially impacted by service issues following the installation. I can appreciate how frustrating it must have been to experience a fault immediately after the switch from copper to fibre, particularly when it took four engineer visits over several days to get the service fully operational. This is not the level of service we aim to deliver. It is encouraging to hear that each of the engineers was committed to resolving the problem and did their very best to restore your service. I'm especially pleased that the final engineer was able to identify the root cause, coordinate with the relevant teams, and make the necessary changes at the local exchange to get everything working correctly. While I am also sorry for the inconvenience and delays you experienced, I am pleased that your service is now up and running and that the efforts of the engineers involved helped deliver a positive final outcome. Thank you for taking the time to leave your feedback. ^Basundhara
Following on from the reply Openreach
Following on from the reply Openreach. I have contacted the local authority and as this is a holiday home ( I can’t live there) they don’t issue a UPRN
Last month Openreach attended a neighbours holiday home as they are having the same issues trying to sort out a contract with BT. They are told that there are no plans to install fibre at the minute. This is also confirmed on your website.
I just wish in this so called first world country somebody was capable of sorting out a simple issue
August 17, 2026
Unprompted review
Reply from Openreach
Hi Chris,
Thank you for coming back to us via Trustpilot. I’m sorry that you’re still unable to move forward after contacting the local authority and confirming that they do not issue a UPRN for your holiday home. I understand how frustrating this must be, particularly as neighbouring holiday homes are experiencing similar difficulties and Full Fibre is not currently shown as available in your area. I would request you to please contact your service provider and ask them to raise an address-record query with Openreach, providing any alternative property details available. They’ll be best placed to review whether a service can be ordered using the existing network and clarify what options are currently available. Please accept my sincere apologies for the continued uncertainty and frustration caused. ^Abir
The engineer who you sent was friendly
The engineer who you sent was friendly, knowledgeable and did the work to a high standard.
August 13, 2026
Full fibre installation review
Installer arrived early, explained the process, worked quickly. Cherry picker handler was courteous and also worked quickly no disruption to traffic. Work was completed without fuss and cable clipped neatly to the wall. No mess left. Satisfied with work.
August 14, 2026
Up to speed with full fibre
Arrived in time as planned. Discussed what was needed to connect to full fibre.
Work was done quickly & without making any mess, I’m pleased with the results.
August 14, 2026
New fibre
Engineering was great called to come early on my move in date and waited til i arrived and stayed til it was working which had a set up issue to rebuild it. Great service
August 11, 2026
Installer was very patient and…
Installer was very patient and explained everything to home owner
August 11, 2026
THE CHAP WHO INSTALLED MY FIBRE .WAS A…
THE CHAP WHO INSTALLED MY FIBRE .WAS A GREAT WORKER A CREDIT TO OUTREACH.VERY PLEASED WITH EVRTYTHING
THANK YOU
August 14, 2026
Took.a bit longer than the suggested…
Took.a bit longer than the suggested time given to install of 30mins
August 11, 2026
Very professional and efficient service.
So many emails and messages prior to the installation giving clear information about what will take place and when. The engineer was courteous, polite, knowledgeable and very professional. The work was carried out efficiently and very neatly. A superb service - thank you.
August 14, 2026
Dear Customer Service,
Dear Customer Service,
We still have the same problem — the internet will not work upstairs.
We have already explained this issue to everyone and were told that it would be fixed. We now need to consider running a cable through the house just to get internet upstairs, which is not what we were expecting.
Please do not promise that an issue will be fixed if it cannot be resolved. We would really appreciate it if you could arrange for an engineer to come back and properly investigate and fix the problem.
Please let us know when an engineer can return
August 15, 2026
Reply from Openreach
Hi there,
Thank you for contacting us via Trustpilot. I’m sorry that the internet still doesn’t work upstairs, despite you raising the issue previously and being assured it would be resolved. I understand how frustrating it must be to now consider running a cable through your home simply to get the coverage you expected. So, we can look into this further we’ll be contacting you directly via email to help put things right. ^Abir
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.