My engineer did not show up

We're sorry your engineer visit didn't go ahead as planned. We know this can be frustrating, and we want to help you get back on track quickly.

Below you'll find guidance on why this might have happened, and next steps to get your appointment rebooked or updated.

Why might this happen?

We know your time is valuable, and we do everything we can to avoid missed appointments, but sometimes issues arise, such as:

In most cases, Openreach will be in touch on behalf of your Service Provider, to rebook your appointment quickly.

If you don't hear from us within a few days, your Service Provider will follow up to:

Check the status of your order/repair

Rebook the appointment if necessary

Confirm your contact details are correct, so you receive updates via email and SMS

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

If your Service Provider hasn't reached out, you can contact them directly via:

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

Why can't I get in touch with Openreach directly?

Openreach carries out work on behalf of your Service Provider. While we do send communications on their behalf via SMS or email, any direct communication should remain between yourself and your Provider.

So, if you haven't received communication from Openreach to rebook your appointment, please reach out to your Service Provider and they'll be happy to help.
Will I be charged for a missed appointment?

We won't charge you if it's Openreach who is at fault. Your Service Provider can confirm any charges, as ultimately this depends on your agreement with them.
How soon can I get a new appointment?

Your Service Provider will offer the earliest suitable slot that works for you.