Can I speak to Openreach directly?

Openreach carries out work on behalf of your service provider. While we may send communications on their behalf via SMS or email, you’ll need to contact your provider for any questions or requests.

Will I need to be home again?

Possibly, although we aim to minimise disruption for you. If another visit is needed, your provider will book a time and let you know if someone needs to be present.

What if I still don’t have service?

If your service is still not working, report the issue again through your provider. They can escalate the problem if needed.

Why might the engineer not have fixed the problem?

Some faults are more complex and may need escalation or a specialist visit. It could also be due to access limitations, or the fault lying outside the Openreach network. Your provider can confirm the reason and next steps.

Openreach engineer failed to fix my problem

The engineer couldn’t fix my problem

Still having issues?

We’re sorry to hear your problem hasn’t been resolved. Our engineers always aim to fix issues during their first visit, but in a small number of instances the fault may be more complex or dependent on information from your service provider.

Your provider manages your case and will be able to check what happened during the visit and tell you what the next steps are.

What should I do now?

If the fault is within the Openreach network, either ourselves or your service provider will be in touch with the next steps to get it resolved.

If you haven’t heard anything within a couple of days, it’s a good idea to contact your provider. They can:

Review the engineer’s report

Confirm if a follow-up visit is being arranged

Check for any updates or faults still open

Make sure your contact details are correct

Not sure who your Service Provider is? You’ll find their details on your bill or in your account confirmation emails.

Why might the issue still be unresolved?

There are a few common reasons why our engineer couldn’t fix the problem:

The fault was more complex than expected and needs escalation
The engineer couldn't access all the necessary parts of the network
The issue lies beyond our network (e.g. in your home setup)
A second visit or specialist engineer may be required

Whatever the reason, it will be recorded in the engineer’s notes and shared with your service provider.

What should I do now?

Contact your service provider. They manage your order or repair and can:

Check the status of your appointment and find out what happens next
Rebook if necessary
Confirm your contact details are correct so you receive updates – check your messages and junk folders in case you've missed anything

Frequently asked questions

Can I speak to Openreach directly?

Openreach carries out work on behalf of your service provider. While we do send communications on their behalf via SMS or email, you'll need to contact your provider for any questions or requests.
Will I need to be home again?

Possibly, although we aim to minimise disruption for you. If another visit is needed, your provider will book a time and let you know whether someone needs to be there.
What if I still don’t have service?

Report the issue again through your provider - they can escalate it if needed.

The engineer couldn’t fix my problem

Still having issues?

What should I do now?

Why might the issue still be unresolved?

What should I do now?

Frequently asked questions

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