Get in touch

 

When and how to get in touch

About your service

There’s a fault or problem with my phone or broadband service

You should raise any issues with your service provider. Service providers work with Openreach and are best placed to diagnose and resolve your problem. Issues relating to existing faults should also be raised with your service provider who will liaise with Openreach to resolve things.


Get more information on who to report the fault to here >

I have an issue with an existing order or fault

All issues relating to existing orders and faults, including appointments and things taking longer than expected, should be raised with your service provider who will liaise with Openreach to resolve them.

 

If you have placed an order with the Infrastructure Solutions Customer Service team and would like an update please call 0800 783 2023 or complete this webform.

 

Please note: if you are in business and have booked an appointment through your service provider, you’ll need to:

  • Have someone on-site who can let the engineer in and knows what the visit is about. Make sure they are available when the engineer calls and remember to tell your service provider their name and contact details·       
  • Make sure that your on-site contact can confirm that the work has been done and that the issue is resolved.

 

The address that Openreach has for me is incorrect and my order cannot be progressed until this is resolved.  How can I report this?

Your service provider needs to raise this with Openreach so please contact them. 

 

I’ve moved to a new development and am still waiting for service.  What can I do?

If you've moved to a new development and have a problem with your Openreach provided services or have been unable to place an order you can find advice on how to get the speediest resolution on our new build homes help and support page.

 

I want to change my telephone route.  Who should I contact?

We’re sorry, we can’t reroute your service.  Our routing is carefully planned and managed and once your telephone routing is built, it can’t be moved.  If you have a fault on your line, your service provider will be able to advise and if necessary, they will raise a fault with us.

 

I'm sure my telephone bill was wrong last month. Can you sort it out for me?

Sorry, we can’t. Your service provider is the one who sends you your bill so you’ll need to talk to them to sort out any issues.

 

I’m unhappy with my broadband speed.  What should I do?

Your service provider will be able to advise you on how to improve your broadband speed and if necessary, they’ll raise a fault with us.


How can I check when superfast fibre broadband be available in my area?

You can find out if fibre is available in your area by using our landline/postcode checker on the When can I get fibre? page.

 

If you can’t find the information you’re looking for or need further assistance you can contact our Superfast Fibre broadband teams by completing this form.     

About recent Openreach work

I was expecting an Openreach engineer and they haven’t turned up.  Who do I need to speak to? 

Please contact your service provider who will be able to give you an update and rebook an appointment if necessary.


I’m unhappy with Openreach work recently completed at my property

If you have a complaint about recently completed work please contact your service provider who can deal with this on your behalf.

 

I’d like to thank my engineer

 

That’s great, we’d love to hear from you.  You can let us know if you want to thank an Openreach engineer for the work they've done, special assistance given or kindness shown. You can to help us identify the right person by completing as many of the fields below as you can on this form www.openreach.co.uk/thankyou

 

In your community

I’m unhappy with Openreach work completed in my local area

If you want to object to the recent installation of a street cabinet tell us here > 

 

Our engineers should leave everything in good order. If they haven’t put things back or have left a mess let us know here:

  • If we’ve left a mess in the street that needs clearing up, tell us here >
  • If we’ve haven’t put things back the way they were, tell us here >

About damage or health and safety issues

 I want to report damage to your equipment or network 

We want to know immediately if any part of our network has been damaged or poses a risk to public health and safety.

Health and Safety: If you wish to report a Health and Safety issue with our network please dial (0800 023 2023) and select Option 1.

Damage: If you see a broken or missing manhole cover, telephone poles that have been blown down by gales, loose cables or cables dangling from telephone poles, street cabinets that have been affected by flooding or obviously vandalised or damaged underground cables, please dial 0800 023 2023 and select Option 1. (This number is reserved for calls about our network. The operators won’t be able to help with other issues.)

 

If you wish to report graffiti on our external network (i.e. cabinets), call our damage team on
0800 023 2023 (Option 1).

 

I want to report damage to my property caused by Openreach 

If we’ve caused damage to your property during recent work, you can tell us by calling 0800 023 2023, option 1, option 2 .

 

I want to report an Openreach engineer or driver

We expect all our engineers to behave professionally and with courtesy. When we fail to achieve this, we would like to know about it.

For engineer behaviour issues concerning work on your property, please speak to your service provider so we can trace back to your order.

For engineer behaviour or driving related issues not connected with your property, tell us about it here. If it’s a driving related incident, it would really help if you could tell us the vehicle registration number.


I’d like to know more about your health and safety practices

If you want to know more about our health and safety practices (including things like insurance), check our health and safety page.


About our network equipment

Sometimes you might undertake work that could impact our network or you may have an issue with Openreach equipment on your land. In these situations follow the advice below:

I’m having building work done at my property.  How do I make sure that I don’t damage Openreach’s network? 

If you need to know where our telephone cables are buried (for example, if you’re having a new driveway built and don’t want to run the risk of being cut off), please visit our dedicated website where you can ‘Click before you Dig’ to get free professional guidance and on-site assistance before you start excavation works.  You can also request a map of the Openreach network. 

I want to arrange the relocation or removal of Openreach poles, cables, joint boxes or BT equipment

If you need to move or remove any Openreach equipment please complete this short form.  You can also contact us on 0800 023 2023 (option 2 then option 2).

I want to arrange the relocation or removal of an external extension or obsolete equipment.  Who should I contact? 

Any equipment beyond your main socket is not Openreach equipment so we cannot move or remove it for you.  If you contact your service provider, they will be able to advise you further.

I want to object to a recent street cabinet installation

  • If you want to object to the recent installation of a street cabinet, tell us here >

 

I need some advice on wayleaves

To find out more about wayleaves and how to contact us, visit  www.openreach.co.uk/wayleaves.

 

About a crime in progress

I want to report a crime

If you see anyone vandalising our network or stealing cables, please DO NOT approach them or attempt to apprehend them. Try to get a vehicle registration number and call 999, when it is safe to do so. Alternatively, call Crimestoppers on 0800 555 111.              

About something else

I want to contact Openreach about my existing phone or broadband service

You should contact your service provider about anything related to your existing service. They will be able to progress installation or repair work on your behalf with Openreach, including booking an engineering appointment.

 

The address that Openreach has for me is incorrect and my order cannot be progressed until this is resolved.  How can I report this?

Your service provider needs to raise this with Openreach so please contact them.

 

Why can’t I speak to Openreach directly to complain or to book an engineering appointment?

Openreach has been set up to serve UK service providers. Service providers are the organisations that own the contractual relationships with you as end customers (whether residential or business). Your service provider will be able to progress installation or repair work on your behalf with Openreach, including booking an engineering appointment.


The reason I want to contact Openreach isn't covered by any of the topics listed here.  What should I do?

If you need further help or advice and your query cannot be answered by your service provider or any of the listed departments, you can contact us via www.openreach.co.uk/furtherhelp and we will contact you back within two working days. In most instances you should contact your service provider to let them know if you are unhappy with the service that you are receiving. They will then raise your concern with us.

 


Problems with your phone or broadband?

If you have a fault with your phone or broadband, or wish to arrange an installation, you must call your service provider...

See if we already know about a problem in your area that might be affecting your phone or broadband service.

Can't find what you're looking for?

If you need further help or advice and your query isn’t covered under Help and support or Get in touch or can’t be answered by your service provider, you can contact us via www.openreach.co.uk/furtherhelp and we’ll get back to you within two working days.