Q. How do I get help with my telephone line or Broadband service?
A. If you have a problem with your phone or broadband service, or an issue about the work that has been done at your premises by an engineer, please raise this with your service provider (the company that bills you for the service).They will liaise with Openreach as necessary.
Q. What will happen then?
A. If necessary, your chosen service provider will then contact Openreach to raise a fault or query. Your chosen service provider is our customer, with whom we have a contract which stipulates certain standards of service.
Q. What if I can't raise an order and my intended service provider says the problem is with Openreach?
A. If you choose a service provider and they have problems raising an order with us they do have escalation points within Openreach to resolve the problem. We can only deal directly with your intended provider.
Whatever anyone else says, we're definitely not the people to talk to if your phone line is out of order or crackly, your broadband service is down or running slowly, or if you want to cancel or re-arrange an engineering appointment.
For all these things, and anything else to do with your service, you must contact your communications provider, (the company you pay your bills to) and not Openreach. To find out more about our relationship with your CP visit the Expect Openreach website.
Damage and vandalism: We want to know immediately if you think any part of our network (outside the boundary of your property) has been damaged or has the potential to be a danger to the public. This could be anything from broken or stolen manhole covers, to poles that have been blown down. We’d also like to know about street cabinets that have been vandalised or affected by floodwaters.
If you see any of these things or spot anything else that could be unsafe (and that includes messy Openreach worksites), please report the issue to us straightaway via the following link: Report damage or vandalism.
How are we doing: We would like you to let us know about good things our people have done (we'll pass on praise where it's due) and any not so good things too (we’ll thoroughly investigate any complaints you raise). Tell us something about our people.
General enquiries: If you’re looking for information about digging, relocations, demolitions or any other enquiries, follow this link.
If you are a Reseller and you need to escalate an issue you must do this through your CP supplier. They should always be your first port of call with any questions or problems.
We supply the products and services that our customers (the communications providers) pass on to you. We’ll step in to repair or install them on behalf of our customers, but we can’t deal directly with our customers’ customers, so in all cases please contact your CP.
You can find more information on the Expect Openreach website - http://www.expect.openreach.co.uk/reseller/
If your enquiry is specifically about if and when you can get superfast broadband, you should contact your service provider.You can also find more information about superfast fibre access, and our current exchange roll-out plan, on the Superfast Fibre Access microsite.