Engineer Visits
Will the engineer install a new socket if one is already present in my premises?
Where possible, the engineer will re-use any existing sockets and cables that are available.
Can I choose where the socket is installed?
The engineer can only install the socket within 3m of the point where the line enters the premises.
There may be a charge to install a socket elsewhere.
Can I cancel the appointment?
Appointments can be cancelled up to 48 working hours before the date/time of the appointment.
Unfortunately appointments cannot be cancelled after this point.
Do I need to be on site for the full time slot?
Yes a representative (over 18 years old) will need to be present for the full duration of the time slot you are given.
What happens if I miss the appointment?
Openreach charge £99 for any missed appointments so it is really important to be at the premises for the full duration of the time slot.
Will the engineer call me before they arrive?
We can request that the engineer tries to call, but unfortunately we can’t guarantee the engineer will be able to do this.
Can I change my engineer appointment?
Appointments can be amended up to 48 working hours before the date/time of the appointment.
Ordering
Will the engineer install a new socket if one is already present in my premises?
Where possible, the engineer will re-use any existing sockets and cables that are available.
Moving Premises
Will the engineer install a new socket if one is already present in my premises?
Where possible, the engineer will re-use any existing sockets and cables that are available.
Technical Support
Will the engineer install a new socket if one is already present in my premises?
Where possible, the engineer will re-use any existing sockets and cables that are available.