Can I cancel on the same day?

You’ll need to let your service provider know the day before (or with as much notice as possible). Contact your provider to understand the options available to you.

Will I be charged for cancelling?

Some service providers may apply a charge if the cancellation notice is too short. It’s best to check your provider’s cancellation policy.

Can I rebook after cancelling?

Yes, you can arrange a new appointment, but there may be a delay if there is high demand in your local area. Your service provider can help you reschedule to a suitable time.

I want to cancel my Openreach engineer visit

I want to cancel my engineer visit

Q: Why can’t I cancel my appointment directly with Openreach?

Openreach provides network access but does not sell services directly. Your service provider manages your order and is responsible for booking, rescheduling, or cancelling appointments.

Need to cancel your appointment?

Because Openreach works on behalf of your service provider, they’ll need to handle the cancellation for you. Don’t worry – it’s usually a quick and simple update through their system.

To manage or cancel your appointment, please contact your service provider directly. They can help you to:

Change or cancel your appointment
Check your appointment status
Confirm cancellation timeframes
Advise if charges apply

You can reach them via:

Their website or app
Their customer service phone line

Not sure who your Service Provider is? You’ll find their details on your bill or in your account confirmation emails.

Cancel via SMS

Some service providers allow us to communicate with you on their behalf, via SMS or email, with important details about your order or repair.

If you’ve received communications directly from Openreach, you can reply to those messages and ask to ‘CANCEL’. If we can, we’ll pick this up and action this for you.

However, it’s always best to contact your service provider in the first instance.

Openreach engineer failed to fix my problem

Why can’t I cancel my appointment directly with Openreach?

We provide network access to UK broadband providers, but we don’t sell services directly. That means your service provider is responsible for managing your service, including any appointments.

Here’s how it works:

Your provider manages your order or repair
They handle booking, rescheduling, or cancelling appointments
We carry out the work once they notify us

Even if you have a reference number, we won’t be able to locate or change your booking if you contact us directly.

What should I do now?

Contact your service provider. They manage your order or repair and can:

Check the status of your appointment and find out what happens next
Rebook if necessary
Confirm your contact details are correct so you receive updates – check your messages and junk folders in case you've missed anything

Want to reschedule?

We understand that plans change. If you’d like to change your Openreach engineer appointment, visit this page.

Frequently asked questions

Can I cancel on the same day?

If you need to cancel your appointment, you’ll need to let your service provider know the day before (or with as much notice as possible). Contact your provider to understand the options available to you.
Will I be charged for cancelling?

Some service providers may apply a charge if the cancellation notice is too short. It’s best to check your provider’s cancellation policy.
Can I rebook after cancelling?

While you will be able to arrange a new appointment, there could be a delay if there is high demand in your local area. Your service provider can help you to reschedule your appointment to a time that suits you.