When to contact us

When to contact your service provider

You should talk to your phone or broadband service provider such as BT, Sky, TalkTalk etc, as Openreach will not be able to help you if you:

  • have a question about your bill
  • have a problem with your service, like a fault
  • have a query about an engineer visit
  • want to order phone or broadband, or upgrade to fibre.

They have all your details and will work with us to organise any installation or repair work if it's needed, on your behalf.

When to contact Openreach

Report damage or a health and safety issue

Spotted something in our network that's damaged or unsafe? Safety is important to us here at Openreach so please report damage as soon as you can.

Report damage

 

Ask about fibre

If you want to know if you get can get fibre use our fibre checker.  If you want to know more check our questions about fibre availability or raise a query with our fibre availability team

Raise fibre enquiry

 

Thank an engineer

Our engineers love to hear from happy customers. If your engineer did a great job you can thank them here

Thank an engineer

 

Cabinet artwork

Visit our Cabinet art page to find out more about our policy, request permission to paint artwork on one of our cabinets, or ask for an extension to enable artwork to remain on a cabinet for another two years.

If your existing artwork has been graffitied or defaced and you don't want to redo your artwork, please let us know by following the 'report graffiti' steps below.

 

Report graffiti

If you're looking to report graffiti on one of our cabinets you can do this via our web chat assistant. Just click on the icon in the bottom right corner of the screen and select Damage, Health & Safety -> I want to report damage.

 

Complaints policy 

At Openreach, we pride ourselves on making sure we provide excellent customer service.  If our customers are unhappy with any part of the service we provide, we do our best to make things right.

Visit our complaints policy page for full details of our policy and how to raise a complaint.

 

Something else 

The quickest way to get in contact is to use our virtual assistant.  Eiva will help you to find the information you need or set up a chat with our customer services team if necessary. Just click on the icon in the bottom right corner of the screen to get started and select the option for ‘others’ and then select ‘contact us’ to get started.

Service With Respect

We're very proud of our team who work hard to keep you connected. That's why we support the ICS 'Service With Respect' campaign.

 

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