My fault is waiting on Openreach
Guide reference: HG-0097
Quote this reference if you contact us about this guide.
Approx. 3 min read
What an Openreach repair plan means and why fixes can take time. Openreach is preparing a repair plan for work such as digging, cabling, or duct repairs.
Don't worry if you have been told your fault is waiting on Openreach. That usually means repair work is being planned, not forgotten.
Quick answer
Openreach is preparing a repair plan for work such as digging, cabling, or duct repairs. Council permits and other utilities must agree before work starts, so delays are common.
More detail
When a fault needs work in the street or underground, Openreach creates a detailed repair plan. In industry terms this is called an A55. After that first mention, think of it as the repair plan.
The plan goes to Openreach and to other parties who must coordinate. Local councils may need to approve digging and traffic management. Gas and electricity companies check that work will not hit underground services. Contractors may be needed for excavation or ducts.
Even after the plan is ready, permits, contractors, and equipment can add weeks. The national copper network is aging and replacement parts are harder to find, so old copper repairs often take longer. Openreach serves all phone companies on their network, so the same delays would affect any provider, not only Simple Telecoms.
Copper deterioration is one reason the UK is moving to digital home phone lines. See What is Digital Voice? for a calm plain English explanation if you are planning ahead.
What to understand while you wait
An A55 is Openreach's name for the repair plan. We will usually say repair plan after that.
The plan lists excavation, cabling, ducting, and other tasks needed to fix the fault.
Councils, utilities, and contractors must agree before work can start in public spaces.
Permits and parts shortages often add weeks beyond the first plan.
Keep your router or adapter box powered on unless we tell you otherwise.
Keep a charged mobile as an alternative contact number for updates.
If symptoms change at home, try the matching fault guide again before chasing.
See What to expect from an engineer visit for what happens after planning is complete.
Common mistakes
- Expecting a same-day fix when street or underground work is needed.
- Assuming the delay is only Simple Telecoms when Openreach serves all providers.
- Unplugging equipment while waiting, which can slow diagnosis if symptoms return.
Things to know
- See Report a fault online for what happens after you report.
- See Why phone lines are changing in the UK for why copper repairs can take longer.
- See When to contact us for help if you are unsure whether waiting is normal.
Frequently asked questions
What is an A55?
Openreach's name for the detailed repair plan. We usually call it the repair plan in updates to you.
Will an engineer still visit?
Often yes, after planning and permits. The visit comes after coordination, not at the start.
Does this affect all phone companies?
Yes. Openreach delays affect every provider using their network.
Should I switch to digital?
See What is Digital Voice? and phone lines are changing for background. Contact us when you are ready to plan.
Still not working?
If you need an update on your open fault, Use Contact us with your account details and any reference number from your fault report.