How do I get help with my telephone line or broadband connection?

If you have a problem with your telephone or internet service, or you need to rearrange an engineering appointment you should contact your Communications Provider. 

Your Communications Provider is the organisation you signed up with to get telephone, broadband and other communications services provided.

What happens next?

If you need to have work done on your line, your Communications Provider will instruct us to carry out that work on their behalf.

In the majority of cases, if an engineering appointment is booked, it will be an Openreach engineer who will arrive.

There are around 20,000 Openreach engineers working on behalf of all Communications Providers in the UK. Their job is to install, repair and improve the network that makes communications possible.

Who are Openreach's customers?

Openreach’s customers are Communications Providers  - the companies that you choose to provide telephone, internet, and more recently television services to your home or business.

Openreach supplies Communications Providers with products and services that are linked to the nationwide local access network.  We also work on their behalf to ensure that the tens of millions of people across the UK (including you) have reliable local access to the telephony and internet services they offer.

Is Openreach part of BT?

Openreach is part of the BT Group, but we work in an independent way to ensure all Communications Providers are treated equivalently, i.e. that they can buy the same product or service on the same timescales, terms and conditions (including price and service levels) by the same systems and processes.