Help with Ethernet (custom fibre)

Openreach provides high-speed, reliable Ethernet and custom fibre solutions to keep your business connected. This page explains what help we offer and the process for getting ethernet support.

How we support your Ethernet service today

Most Ethernet support is handled by your communications provider, and they’ll work with us if technical issues need fixing. Here’s how Openreach help behind the scenes:

Reliable connectivity: We maintain and monitor the network your provider uses, helping to ensure consistent performance
Fast fault resolution: If issues arrise, we work quickly with your provider to diagnose and fix faults and send engineers when needed
Building resilience: Our fibre infrastructure includes safeguards to minimise downtime and keep businesses connected
Working with providers: We keep your provider updated so they can keep you informed throughout

Need help with Ethernet?

Important: For most ethernet support issues, contact your communications provider directly. They’ll guide you through the process and work with us if technical support or customer solutions are required.

Here’s what to expect:

1. Service provider consultation

Your communications provider will assess your ethernet requirements and determine if Openreach involvement is needed for technical support or custom solutions.

2. Technical assessment

If required, we’ll carry out surveys and feasibility checks for custom ethernet installations or complex connectivity requirements.

3. Solution design

Our engineers design tailored ethernet solutions to meet your specific business connectivity needs and requirements.

4. Installation and ongoing support

We’ll install the ethernet infrastructure professionally, with continued support provided through your service provider

Ethernet for business solutions

Openreach’s Ethernet for business service provides the fastest connection, allowing for uninterrupted use of time-sensitive applications like Citrix and instant sharing of large files at speeds ranging from 1 to 100Gbps and beyond.

What sets us apart:

Same speed up and down: Whether uploading or downloading, your speed remains consistently fast

Enhanced security: Protected by enhanced data security and network safety features

Nationwide coverage: Wherever your business is based, tucked away in the remotest of hills or right in the heart of the busiest city, we can bring Ethernet to your doorstep

Multiple providers: Access to 300+ ethernet service providers across our network

Custom fibre options for specific needs:

For businesses with specialised requirements, we offer tailored solutions, including:

Dedicated fibre routes for high-security needs
Redundant connections for business continuity
High-capacity links for data centres and enterprise customers
Point-to-point connections between business locations
Managed ethernet services with guaranteed performance levels

Need ethernet support? Contact your communications provider first, or visit our main business solutions page for more information about ethernet services.

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

When to contact us directly about ethernet

You should contact Openreach directly for ethernet matters involving:

Network infrastructure damage affecting ethernet services
Health and safety concerns related to ethernet installations
Property damage caused by ethernet installation work
Engineer conduct issues during ethernet site visits
Custom fibre route planning for new developments

For service issues, billing, or appointment changes, always contact your service provider first.

Frequently asked questions

What speeds are available with Openreach ethernet?

Ethernet speeds range from 1Gbps to 100Gbps and beyond, with identical upload and download speeds. Your service provider can advise on the best speed for your business needs.
How do I get ethernet installed at my business premises?

Contact a communications provider who offers ethernet services. They'll work with us to survey your premises, design the solution, and arrange professional installation.
What makes ethernet more secure than standard broadband?

Ethernet provides dedicated connections that are many times safer than WiFi, with enhanced data security protocols and protected network infrastructure that guards against cyber threats.
Can I get ethernet support for technical issues?

Yes, but you must contact your service provider first. They have access to our technical teams and can escalate ethernet issues directly to our engineers when needed.