Visiting your home

Got an Openreach engineer on the way? Here’s what to expect 

When you get in touch with your communications provider to tell them about a fault, order a new line or ask for some other work for your home (like getting a data socket installed, or laptops or set-top boxes connected), they’ll ask us to arrange for an Openreach engineer to visit. They’ll then let you know the date the engineer’s coming, and give you a timeslot. 

On the day of your appointment

Your engineer will call or text you beforehand to check you’re in, see if there’s anything they need to know about your address (like access or parking) and tell you roughly when they’ll be there (within the timeslot your communications provider gave you). 

When they arrive, and before you let them in, it’s a good idea to check their ID badge to make sure they’re really from Openreach. Some of our new engineers drive plain white vans so the ID badge is the best form of identification.

Once you’ve checked that and they’re inside, they’ll talk you through what they’ll be doing. If they need to, they’ll agree with you where to put any equipment and talk about options for wiring. Then, when they’re finished, they’ll check everything’s up and running as it should be. And they’ll clean up any mess they’ve made before they go.

Don’t give an engineer any financial details

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

Let us know how we did

If your engineer did a great job you can thank them. Or, if you’re not happy with what they did get in touch to let us know.

An engineer visit

If you order a new phone, broadband or TV service or have a problem with your service, you may need an engineer visit. Find out what happens, and why you should expect Openreach.