Each day during a normal working week, our team of 21,000 engineers visits 11,000 homes and offices - to install new lines, upgrade existing lines and fix faulty ones. They also climb up (and down) the equivalent of Mount Everest on a daily basis, while maintaining the overhead and underground cables serving 28 million lines nationwide.
As a team, we take great pride in our work and strive for perfection in everything we do and say. However, we're only human. We expect you to tell us when our actions and behaviours are less than perfect.
Please note: If you have a problem regarding a fault on your line, the quality of your installation, or a delay or change of appointment request, please contact your service provider, not Openreach, as we won't be to help you without their authority. Contacting your service provider (the people who you pay your bill to) is the fastest way to get a resolution to your problem. Your service provider can then raise the issue with us on your behalf.
If you raise a complaint directly with us that we can't help with unless we have the authority of your provider, the result will be further delays in the resolution of the issue.
