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Openreach Damage during Installation

Openreach can sometimes cause damage during the Installation. If this has happened to you, please follow the below steps directly with Openreach to get this resolved.

To raise a complaint, or enquiry, that relates to the Engineer's workmanship, please follow the below steps after clicking the Openreach Complaints link here: www.openreach.com/help-and-support/when-to-get-in-touch-with-openreach/complaints-policy

  1. Click on the chat icon on the bottom right corner of the screen  

  2. Choose “Others” from the menu

  3. Choose “Contact us” from the menu

  4. You will then be asked to fill in a two field form

  5. Select “Complaint” from the “Type of Query” field in the drop down list

  6. Then select “Quality of Workmanship” from the “Reason for Contact” field in the drop down list

  7. Then select “Work inside property” or “Work outside property” as appropriate

  8. For both work inside and outside property you will be asked to acknowledge a message stating if you are experiencing broadband issues you need to contact the broadband provider

  9. Once you click “Agree, I understand”, you will then be asked to enter in your contact details (name, telephone, email)

  10. Then you will be passed to a live agent to whom you can make the complaint

To raise a complaint, or enquiry, that relates to the Engineer's conduct, please follow the below steps:

  1. Click on the chat icon on the bottom right corner of the screen  

  2. Choose “Others” from the menu

  3. Choose “Contact us” from the menu

  4. You will then be asked to fill in a two field form 

  5. Select “Complaint” from the “Type of Query” field in the drop down list

  6. Then select “Employee behaviour” from the “Reason for Contact” field in the drop down list

  7. Then select the second option “I want to give you some feedback on engineer conduct”

  8. Then select “No” from the next question “Are you happy with the services provided or behaviour by an Openreach engineer?” 

  9. You will then be asked to acknowledge a message stating if you are experiencing broadband issues you need to contact the broadband provider

  10. Once you click “Agree, I understand”, you will then be asked to enter in your contact details (name, telephone, email)

  11. Then you will be passed to a live agent to whom you can make the complaint

To raise a complaint about a personal injury caused by someone at Openreach, please email BTPLClaims@dwf.law including your full name, address, telephone number, email address, the date and details of the damage. Their team will respond to you within 2 working days.