Openreach engineer failed to fix my problem

My Fibre Checker result is wrong, how do I fix it?

We do our best to keep the Fibre Checker accurate and up to date, but sometimes it might show the wrong details for your address. We know how frustrating that can be. This can happen because of the way our network records are matched to properties. If something doesn’t look right, here’s how you can get it checked and corrected.

First, check you’ve entered your details correctly

Make sure you’ve typed your postcode and address details exactly as they appear on your bills or council tax records. Small differences in spelling or formatting can affect results.

Try again here:

Enter your Postcode

If your result still looks wrong

If the checker is showing:

The wrong property details

No fibre available when your immediate neighbours can order it

An address that doesn’t exist or isn’t yours

You can either raise this directly with us here, or you can reach out to your broadband provider. They’ll contact Openreach on your behalf to get the records checked and corrected. You can contact them:

Through their website or app
By calling their customer service team

Not sure who your Service Provider is?

You’ll find their details on your bill or in your account confirmation emails.

What happens after your provider raises it

We’ll investigate the records for your address.
If the checker result is wrong, we’ll update it in our systems.
Your provider will let you know once the correction has been made.

In some cases, this process can take a little time, especially if engineering checks are needed.

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 report a checker problem directly to Openreach?

Yes, you can raise a fibre checker problem here, or you can reach out to your service provider who’ll let us know on your behalf.
Why does the checker show fibre for my neighbour but not for me?

It may be that the network build reached their property first. Remember, full fibre being available to your neighbour, doesn’t always mean it’ll available to you just yet.
How long does it take to fix a wrong result?

It depends on the issue. Simple record corrections can be quick, but if engineering checks are needed it may take longer. Your provider will keep you updated.