Openreach Avis 

A straitforward installation process with a friendly and efficient operative.

Dan the engineer was on time and polite. Although he did leave rubbish on site.

Efficient engineer who explained what he was about to do clearly and also communicated well during the job

Our experience with Openreach has been extremely disappointing.
If there was an option to give zero stars we would have chosen it.
1. No advance notice of the works
There was no advance notice given to us before a new telephone pole was installed on 11 May 2026.
2. Our express refusal of access was disregarded
We had made it quite clear that we would not give permission for Openreach to enter our property to carry out the proposed works. We explained that we are hoping to erect an extension along the rear of our house, up to the height of the existing building, and that the proposed overhead cable installation would have an impact on our plans.
Despite this, a few weeks later an Openreach employee entered our property in the early hours of the morning while we were asleep to install the overhead telephone cable.
We found this particularly concerning given that we are pension age and had already explicitly stated that we did not consent to access to our property.
3. Alternative routes appear to have been available
We understand that there were other possible routes available for the cable, yet Openreach chose the route that runs across/affects our property. We are concerned that insufficient consideration was given to the impact this would have on our future extension plans. We were also advised by Openreach that we would be responsible for the cost of any future changes to the cable route.
Overall, we feel that our concerns were not properly listened to or respected. The lack of prior notification, followed by entry onto our property in the early hours despite our clearly stated position, has left us extremely frustrated and dissatisfied with the way Openreach handled this work.
We would expect a company carrying out infrastructure works of this nature to communicate properly with affected residents, take their concerns seriously, and give proper consideration to reasonable alternative options.
A very disappointing experience and one we would not want other homeowners to have to go through.

Job done quickly and tidy a pleasant manner overall a good result

Disgraceful installation for my 87 year old mother. Hole left inside and out with no check to working service, now I have to try and resolve the situation via an Openreach chat bot which is AI, the clue is A - Artificial and useless. Shambles and disgrace.

Engineer was polite and knowledgeable. Good job!

Amazing service and very friendly and helpful

Engineer was polite and a good communicator

Hannah the Openreach Engineer was brilliant. She knew exactly how to fix the problem efficiently and effectively. She even rerouted the wire so the problem wont happen again. Friendly service and highly recommended. Called late Friday and the problem was fixed less than 24 hrs later.

Polite, responsive and helpful

Polite and efficient engineer, checked our other appliances were working correctly before leaving. Well done,
Thank you.

Terrible experience. I had SKY A NEW BROADBAND INTERNET CONNECTION INSTALLED ON FRIDAY 25/9 IT HAS NOT REPEAT NOT WORKED SINCE THEN. I COULD NOT UNDERSTAND THE AI CHATBOT AND MY INTERNET IS STILL NOT WORKING I rate the service at ZERO

Recently had a new line fitted for the new EE fibre broadband. The guy who fitted the new line was sound. Explained everything and more.
Hugely recommend the new EE broadband. Very good 👍

I would like to thank Mr Rizwan for his professional service 10 out of 10

Great customer service, made to feel at ease, had things in the way of where they needed to fit the broadband as we were just moving into the property and the gentleman that came in was very respectful and patient with me whilst I moved my things, really appreciated it.

The team was very polite and friendly didnt work very well after a few weeks were someone else had to come out but she was very good and explained what was being done what the causes were and fixed it she was also very considerate when i explained that my toddler doesnt like load noises and reassured my little girl that it was only for a little while and then it will be done

Excellent service would recommend BT to anyone

The technician came as early as possible, replaced what was missing and identified an unoticed problem and repaired it.

Th engineer was very helpful, informative and was respectful of the property.