Broadband service stopped working Openreach support

My service has stopped working or is intermittent

If your broadband or phone service has stopped working, or the connection keeps dropping, we understand how disruptive that can be. Openreach builds and maintains the network, but your service provider is responsible for your account and is the first point of contact when something goes wrong.

If Openreach has not recently conducted a repair

If your service stops working and you haven’t had an Openreach engineer visit recently:

Contact your broadband or phone provider straight away.
They can run tests on your line and your home equipment (such as your router or master socket).
If the problem can’t be fixed remotely, your provider will raise a fault with us and book an engineer if needed.
You will get updates directly from your provider on when the issue will be fixed.

If Openreach recently conducted a repair

If you’ve already had an engineer visit and your service is still not working as expected:

Go back to your provider and let them know the issue is ongoing.
They can check the repair notes, confirm what work was done, and decide whether another engineer visit is required.
If more work is needed, your provider will raise this with us and arrange the appointment.
Sometimes a follow-up is needed if the fault is complex or depends on work outside your property (for example, at the local exchange or cabinet)

What to expect next

Simple issues (such as a line reset or equipment fault) can often be fixed the same day

Network faults may take longer, especially if digging is needed or if the fault affects multiple properties

Your provider will keep you updated - they are the only ones who can give you progress updates or timeframes

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

Why can’t I contact Openreach directly?

We provide the network for many different providers, but we don’t manage customer accounts. Only your provider has access to your service details and can raise a repair with us.
How long does it take to fix a fault?
It depends on the issue:

Many faults are fixed within 1-2 working days.
More complex problems, such as underground cable damage, can take longer.
Your provider will let you know what to expect.
What if my service is working but keeps dropping out?

Intermittent problems can be caused by line faults, network issues, or even equipment in your home. Report this to your provider so they can test the line and book an engineer if needed.
Will I need to be at home for an engineer visit?

If the fault is inside your property, yes - your provider will arrange a time slot. If the fault is outside (for example, in a street cabinet), you might not need to be home.