Get in touch

When and how to get in touch

Who to contact about your service

There’s a fault or problem with my phone or broadband service

You should always contact your communications provider, the company you get your phone or broadband from with any issues. They’ll check what the problem is and call us in if need be.

Find out more

I have an issue with an existing order or fault.  Who should I contact?

You should contact your communications provider about any existing issues. They’ll check what’s happening with it and let you know.

I want an update on an order going via the infrastructure solutions customer service team

You can ask the infrastructure solutions customer service team for an update by calling them on 0800 783 2023 or you can contact them online.

I’ve booked an appointment for my business through my communications provider. Is there anything I need to do beforehand?

Yes. You’ll need to make sure there’s someone on site who can let the engineer in and knows what the visit’s about. You should give your communications provider their name and contact details. After the engineer’s left, make sure they confirm the work’s been done and that we’ve fixed the issue.

The address you have for me isn’t right, and you can’t take my order further until you have it. How can I fix this? 

Your communications provider needs to raise this with us, so please contact them.

I’ve moved to a new development and I'm still waiting for service. What can I do?

Check our information about new-build homes.

I want to change my telephone route. Who can I contact about this?

We’re sorry, but we can’t reroute your service. We plan our routing carefully so once it’s in, we can’t change it.

If you’ve got a fault on your line, please contact your communications provider. They’ll check what the problem is and contact us if need be. 

I’m unhappy with my broadband speed. What should I do?

Contact your communications provider. They’ll be able to give you advice on this and, if necessary, check if there’s a fault. 

How can I check when fibre broadband will be available in my area?

Just type your postcode into our fibre checker. If that doesn’t help you can contact us online. 

Who to contact about recent Openreach work

I was expecting an Openreach engineer but they haven’t turned up. Who do I need to speak to? 

Sorry about that. Please contact your communications provider (in other words the company you booked the appointment through). They’ll be able to give you an update and book another appointment if necessary. 

I’m unhappy with work you’ve recently done at my property. Who can I contact?

Please contact your communications provider and they will contact us if necessary. 

I’d like to thank my engineer. How can I do that?

That’s great – we always like to hear when our people have done a great job. Just fill in this form to tell us about them.

 

Who to contact about damage or health and safety issues

I want to report damage to your equipment or network. How can I do that?

If you notice damage to any part of our network, or you’ve seen something that could be a risk to public safety, please get in touch with us as soon as you can. Call us on 0800 023 2023 and choose option 1.

What counts as damage?

• Broken or missing manhole covers
• Telephone poles that have fallen down
• Loose cables or cables dangling from telephone poles.
• Street cabinets that have been affected by flooding, or obviously vandalised or   damaged (including graffiti).

You’ve caused some damage to my property. Who can I report this to?

Call us on 0800 023 2023. Choose option 1, then 2. 

I want to report an Openreach engineer or driver. Who do I need to speak to?

We expect all our engineers to behave professionally. If this isn’t happening, we want to know about it. If you have a complaint about an engineer who worked at your property, please contact your communications provider so we can trace back to your order.  

I’d like to find out more about health and safety at Openreach. Is there someone I can ask?

Check our health and safety page. It also includes things like insurance certificates.

 

Who to contact about our network equipment

I’m having building work done at my property. How do I make sure it doesn’t damage your network? 

If you need to know where our phone cables are buried (for example, if you’re having a new driveway put in and want to make sure you don’t get cut off) visit our dedicated website where you can ‘click before you dig’ to get free professional guidance and on-site assistance  before you start. You can also ask for a map of our network. 

 

I want to arrange for Openreach poles, cables, joint boxes or equipment to be moved or taken away. Who do I call?

Fill in this form to tell us about it. You can also call us on 0800 783 2023 (choose option 1). 

 

I want you to move or take away an external extension/some obsolete equipment. Who should I contact? 

Anything that goes beyond your main socket where your phone line comes into your house doesn’t belong to us, so we can’t help with this. You’ll need to contact your communications provider for help with this.

 

I need some advice on wayleaves. Who can I talk to?

Find out more.
 

Who to contact about crime and scamming

I want to report a crime

If you see someone vandalising our network or stealing cables, please don’t try to stop them yourself. If you can, get a vehicle registration number then call 999 as soon as it’s safe to do that. And if you want to report a crime that happened a little while ago, you can talk to Crimestoppers on 0800 555 111 (you don’t have to give them your name).    

I want to report scamming   

We won’t ever ask you for bank details, either in person, over the phone or via email. So if someone contacts you claiming to be from Openreach and asks for financial information, don’t give it to them.  

•  If you’re worried about people coming to your property claiming to be from  Openreach - Check with your Communications Provider to see if they’ve asked for an Openreach engineer to visit you. If not and the engineers can’t produce a valid ID card don’t let them in and report the matter to the Police using the 101 phone service.  Some of our new engineers drive plain white vans so their ID card is the best form of identification

If you’re worried about callers claiming to be from Openreach - contact your   Communications Provider. If someone contacts you claiming to be from Openreach and asks for financial information, don’t give it to them.  If the visitor or caller aren’t genuine you can report this on the Action Fraud site

If you're worried about an email that appears to be from Openreach - forward it to our dedicated mailbox and delete the email. Our team will act quickly to get reported  phishing websites taken down by contacting and working with website owners, domain registrars and industry security teams around the world.
 
For more information and advice regarding fraud and cyber security you can visit the Action Fraud site at https://actionfraud.police.uk/.

Who to contact about anything else

I want to ask a question about my phone or broadband service. Can I speak to you about it?

No – you should contact your communications provider. They’ll be able to help with any queries, and will contact us if need be.

The address you have for me isn’t right, and you can’t take my order further until you have it. How can I fix this? 

Your communications provider needs to raise this with us, so please contact them. 

Why can’t I speak to you directly to complain or to book an engineering appointment? 

We were set up to serve UK communications providers – companies that provide phone and broadband services to end customers at home and in business. Except in certain circumstances, we don’t deal directly with end customers ourselves. 

The reason I want to contact Openreach isn't covered by any of the topics listed here. What should I do? 

We want to make sure we get your query to the right people. So here’s made a list of the most popular queries we get, along with who can answer them.

Your question’s about…

You need to...

service you’ve had from us, including existing
orders or faults.

contact your communications provider – we can’t help you with this

when superfast broadband will be available in your area, or delays to getting superfast broadband.

fill in this form.


moving or taking away Openreach poles, cables,
joint boxes or equipment.


call 0800 783 2023 and pick option 1

getting service set up at a new development.

check this page

reporting damage to some of our equipment.

call us on 0800 023 2023 and pick option 1 

Who to contact if you want to raise a complaint

For any complaint about your telephone or broadband service you'll need to contact the Communications Provider you pay your bill to.  We'll work with them to resolve any issues.

We can help if you aren't happy with:

  • Openreach driving or parking
  • Openreach behaviour
  • work we've done in your local area
  • the location of a street cabinet.
Echat button      

   If you have a complaint that relates to any of the above then 
   you can chat with us between 8am and 8pm or fill in this form.