What is Openreach?
Openreach is a telecommunications infrastructure company in the United Kingdom, responsible for maintaining and developing the national broadband network.
What should I do if I experience a loss of internet connection?
Before contacting Openreach, try resetting your router and checking your connection cables. If the issue persists, you can report it to your internet service provider (ISP) who will then contact Openreach.
Why is my internet speed slower than what I am paying for?
There could be various reasons for slow internet speeds, including network congestion, faulty equipment, or issues with your ISP. Contact your ISP to troubleshoot the issue.
What is DLM and how does it affect my broadband connection?
DLM (Dynamic Line Management) is a system used to manage the speed and stability of your broadband connection. It constantly monitors the line quality and makes adjustments to reduce errors and maintain a stable connection.
I receive an "Openreach VDSL modem not found" error message. What should I do?
This error may occur if the VDSL modem is not properly connected or if it is faulty. Check all your connections and try restarting the modem. If the problem persists, contact your ISP for assistance.
What does the "red light" on my Openreach modem mean?
A red light on your Openreach modem indicates a problem with your broadband connection. It could be due to a faulty modem, faulty cables, or an issue with the network. Contact your ISP for assistance.
My phone line is dead. Can Openreach fix it?
Yes, Openreach is responsible for maintaining the national telephone network. If you are experiencing a dead phone line, contact your phone service provider who will then escalate the issue to Openreach.
How can I report a problem with my broadband or phone line?
Contact your ISP who will then report the issue to Openreach if necessary. Alternatively, you can report it directly to Openreach by filling out this online form: https://www.openreach.com/helpandsupport/how-can-we-help-you/.
What should I do if my internet connection keeps dropping?
Try resetting your router and checking for any issues with your cables. If the problem persists, contact your ISP who will then escalate the issue to Openreach if necessary.
Why is Openreach performing maintenance work in my area?
Openreach regularly carries out maintenance work to upgrade and improve the national broadband network. This may result in temporary service disruptions. Contact your ISP or check the Openreach status page for updates: https://www.openreach.com/helpandsupport/how-can-we-help-you/service-status/.
How can I locate my nearest Openreach cabinet or exchange?
You can use the Openreach online tool to find your nearest cabinet or exchange: https://www.openreach.com/helpandsupport/how-can-we-help-you/finding-openreach-in-your-area/.
My broadband speed is much slower than what I was promised. What can I do?
Contact your ISP and perform a speed test using a reliable online tool. If the speed is consistently lower than what you are paying for, your ISP may be able to escalate the issue to Openreach for further investigation.
Why is my internet connection more stable during certain times of the day?
Network traffic can affect the stability of your internet connection, especially during peak hours when more people are using the network. Your ISP or Openreach may be able to provide more information about network congestion in your area.
How long will it take for Openreach to fix an issue with my broadband or phone line?
This depends on the nature and complexity of the issue. Openreach aims to resolve all service disruptions within 2 working days, but it may take longer for more complex issues.
I received a visit from an Openreach engineer, but my issue is not yet resolved. What should I do?
If you are still experiencing problems after the engineer's visit, contact your ISP and provide them with the reference number for the engineer's visit. They will then escalate the issue to Openreach for further investigation.
Can I request for Openreach to install broadband or a phone line at my property?
No, Openreach is not responsible for individual installations. Contact your choice of provider for these services.
I received a bill from Openreach, but I am not a customer. What should I do?
First, check if the bill is addressed to you or someone who may have lived at the address previously. If it is a mistake, you can contact Openreach at 0345 070 3402 to resolve the issue.
How can I find out if I can get ultra-fast broadband in my area?
You can use the Openreach online tool to check if ultra-fast broadband is available in your area: https://www.openreach.com/helpandsupport/how-can-we-help-you/check-for-ultra-fast-broadband/.
I have found a discarded Openreach cable on my property. What should I do?
Contact Openreach at 0800 023 2023 to report the discarded cable. Avoid touching it and keep it away from children or pets for safety reasons.
Why did I receive a call from someone claiming to be from Openreach?
Scammers may pose as Openreach employees to try and obtain personal or financial information. Do not provide any information and report the call to Action Fraud (https://www.actionfraud.police.uk/).
My Openreach broadband engineer appointment was cancelled. What should I do?
If your appointment was cancelled, contact your ISP to reschedule it. Openreach engineers may cancel appointments due to unforeseen circumstances, but your ISP may be able to provide more information.
Can I request for Openreach to install a second phone line at my property?
Yes, you can contact your choice of provider to request for a second phone line installation. Keep in mind that there may be additional charges for this service.
What should I do if I receive a disconnected dial tone on my phone line?
A disconnected dial tone indicates an issue with the phone line. Contact your phone service provider who will then escalate the issue to Openreach if necessary.
My internet connection is constantly dropping. What can I do to fix it?
Try resetting your router and checking for any issues with your cables. If the issue persists, contact your ISP who will then escalate the issue to Openreach if necessary.
My internet connection is slow, and I am receiving frequent "time-out" errors. What should I do?
Run a speed test using a reliable online tool and contact your ISP with the results. They may escalate the issue to Openreach for further investigation if needed.
What is the "line fault" process and how long does it take to fix a line fault?
In the event of a line fault, Openreach may need to carry out physical checks and repairs. This process can take up to 2 working days, but it may take longer for complex issues. Your ISP can provide more information and updates about the progress of the line fault.
