To find out how to complain about Openreach roadworks, please follow the relevant instructions noted on this page.

To complain about an Openreach engineer’s workmanship or conduct, please follow the relevant instructions noted on this page.

To raise a complaint, or enquiry, that relates to the provision of telephone/internet services, engineer appointments, faults or compensation, you’ll need to go through your service provider. They in turn will contact us to resolve the matter on your behalf. This is because although Openreach is the network provider, your relationship is with your service provider.

To raise a complaint, or enquiry, that relates to health and safety concerns, employee behaviour, personal injury, damage to your property, quality of workmanship, or planned movement of Openreach equipment. You can do so by following the instructions on this page here.

It's important that damaged, unsafe or vandalised equipment is reported so we can fix it as quickly as possible and keep the network safe and running for everyone. More details on this can be found on this page here.

To object, move or remove Openreach equipment in your area, please click on this link and fill in the form.

If you want to object to a pole, please follow the instructions shown below.

If the pole has been there for over 12 months:

This is outside the usual objection period. If you would like to arrange for the network relocation on a chargeable basis, please complete this form to tell us more and arrange a call back.

If the pole has been there for less than 12 months or there’s a notice saying that we’re planning to put up a pole:

If you want to object to the location of a pole we've recently erected or have seen a notice saying we're planning to put up a pole and want to object to the proposed location please fill out this form or alternatively write to:

The Pole Objections Team
Openreach
6th Floor, Lancaster House
Old Hall Street
Liverpool
L3 9PY

Please include the following information in your letter:

1. A picture of the information written on the pole or the notice saying we're planning to install a pole
2. The full location and postcode of the existing pole or where the new pole is going to be erected
3. The date when the existing pole was put in
4. Your full name and complete address including postcode
5. Your telephone/mobile number and email address if you have one

To resolve all phone line connection problems, please first contact your service provider. If they believe an Openreach engineer needs to come out to your property to take a look they will arrange with us directly to do so. 

To resolve all Wi-Fi problems, please first contact your service provider. If they believe an Openreach engineer needs to come out to your property to take a look they will arrange with us directly to do so.  

To get an update on an existing fault, repair or installation appointment you have with Openreach, please directly contact your service provider. They will be able to provide an update for you. This is because we do not directly arrange these appointments with you. We only go out to the property when we are informed by the service provider. This is why you cannot call us or contact us directly to get an update. 

To move or change an Openreach engineer visit, repair or installation, please directly contact your service provider. They will be able to provide an update for you. This is because we do not directly arrange these appointments with you. We only go out to the property when we are informed by the service provider. This is why you cannot call us or contact us directly to move or change an appointment. 

To cancel any Openreach engineer visit, repair or installation you have to first go to your service provider who will be able to do this for you. This is because we do not directly arrange these appointments with you. We only go out to the property when we are informed by the service provider. This is why you cannot call us or contact us directly to move or change an appointment. 

If you have missed your Openreach engineer visit, please get in touch with your service provider directly who will aim to book another suitable appointment for you.

You cannot contact an Openreach engineer directly. If you think you need an Openreach engineer’s help, then please contact your service provider and they will in turn get in touch with us to come out to your property as needed. 

In the unfortunate incident that an Openreach engineer has not shown up for their appointment, please do contact your service provider who arranged the appointment first. They will be able to clarify why an Openreach engineer missed the appointment and re-book you in as needed. 

We do not have a customer care contact number that you can call for any broadband, phoneline or Wi-Fi issues you may be having. Please contact your service provider i.e. the company that sends you your bill.

We help out with many things. All of these are listed in the “What Openreach can help with” section above.

Openreach is a network supplier. We ensure the copper phone lines and fibre-optic cables that run up and down the UK are doing everything they should be doing. Our nationwide network of lines and cables is used by over 650 service providers, so you can get online at home and work.  

BT, Sky, Talk Talk etc are all service providers. They are the ones that send you your bill. When you use Wi-Fi to watch TV or send a message, a service provider will provide that service. And if your hub isn’t working, or its lights are flashing, they’ll be able to help. 

If you are experiencing phone or broadband problems, please get in touch with your service provider like BT, Sky, Talk Talk etc i.e. contact the company that sends you your bill. They have all your details and will work with us to organise any installation or repair work if it's needed, on your behalf. 

If you are getting Full Fibre installed through the Openreach network, your service provider will contact you to arrange the best time for an Openreach engineer to come and do the installation. To prepare in advance for your installation, please watch the full video on this page and read through all of the key information.

If you're looking to report graffiti or vandalised Openreach equipment, instructions on how to do that are given on this page.

Openreach's cabinet art programme is currently closed, and we are not accepting new applicants at this time. When our cabinet art programme reopens you will find all information available on our policy and how to apply on this page.

Digital phone lines use the internet to carry all of your services, including phone calls. BT Group will be switching off the existing analogue network by 31st January 2027 and most people in the UK will need to have a digital phone line before then. As of September 2023, we have stopped selling analogue phone lines to new customers to help prepare for this transition. To find out what this means and how you will be affected please go to this page for more information.

Our address is: 6 Gracechurch St, London EC3V 0AT

To make a media enquiry please go to the bottom of this page for more information.