Got an Openreach engineer coming?

Here's what to expect when we come to your home

Keeping you informed before the visit

You may receive text messages or emails from Openreach to remind you that your service provider has booked an engineer appointment for you, allow you to confirm, change or cancel it, provide tips that may help to sort out any problems, or remind you to plug in your router where necessary.

We've listed the numbers/email address you'll see below so you can check that any messages you receive are from us:

We're installing your new service: 07701407770
We're activating your Full Fibre service: 07491163160
Support for your service: 07701407771
Appointment updates: 07860041025 or 07491163160
If we send you emails, they'll come from: info@comms.openreach.co.uk
Business support - Ethernet survey and engineering appointments: 07741449211

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

On the day of your appointment

You may receive messages on the day of your appointment giving you updates on engineer progress from the below phone numbers:

New service: 07701407770
Repair appointment: 07701407771

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 broadband or phone provider gave you).

When they arrive

Before you let the engineer 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 way to identify them.

Once you’ve checked 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.

When they’re finished, they’ll check everything is up and running as it should be. And they’ll clean up any mess they’ve made before they go.

Don’t give out any financial details

We won’t ever ask you for bank details. So if anyone contacts you saying they’re from Openreach and asks for financial information, don’t give it to them.

If you’d like more information or advice about fraud and cyber security have a look at Action Fraud.

How we’ll install your Full Fibre

When you get Full Fibre, you’re upgrading your property for life. This is the one-and-only installation you’ll ever need – if broadband is ten times faster five years from now, you’ll be able to upgrade your speed without any fuss.

To get you set up, we’ll need to send an engineer round so they can connect a Full Fibre cable directly to your home or business. Watch our Full Fibre video and find exactly what you can expect on the day – from what we’ll need to do to connect you, to what you can do to get ready for our visit.

Video transcript & sign language videos

Watch this video with British sign language
Watch this video with Irish sign language

Get Full Fibre ready with Openreach
Hi, I'm Leanne. I'm an Openreach engineer, and in this video, we'll be chatting you through what to expect on the day of your install.

Our best broadband yet
As part of the UK’s digital switchover, we’re replacing copper phone lines with cutting-edge Full Fibre Broadband, the UK's most reliable broadband technology. That means you'll see a lot less buffering and slowdown at busier times. Imagine lightning-fast downloads, streaming and a connection you can truly count on. Whether you're working from home, gaming or catching up on that must-see boxset. And, if you rely on your phone line to operate your intruder alarm or you have a health pendant or wrist alarm, just reach out to your service provider to make your transition smooth and worry free.

Keeping you informed before your installation
When you first sign up to ultra-fast Full Fibre Broadband, your service provider will have agreed a date with you for your installation. You should then have received further communications from your provider or Openreach, confirming your appointment. If you need to change your appointment date, follow the guidance provided in the communications you’ve received, and you can book a new date that works for you. Now, let's meet one of my Openreach engineer colleagues, who will show you how easy it is to prepare for your installation and what they expect on the big day.

What to expect during your Full Fibre installation
Hi, I'm Brian, and I'm an Openreach engineer, and I'm here to help you get ready to receive your ultra-fast Full Fibre broadband.

Customer Requirements
Before we come over and do the installation, make sure there is someone over 18 present, and get your landlord’s permission if you're renting. Also, you should have a think about where you want your router inside. It's got to be near a double power socket and a location best suited for WiFi coverage. We definitely wouldn't suggest a dark cupboard under the stairs.

What happens on the day?
On the day our engineer will ring you in advance of your appointment to let you know when we'll arrive. On arrival, the engineer will chat you through a potential route that the fibre cable will take in order to get you into service.

Assessment and most suitable route
The engineer will agree with you on where a hole should be drilled to bring the fibre optic cable in. We might need to drill a couple of holes outside just for our ladder safety. We will repair these holes and clean up after ourselves, so you'd never know we'd been there. If required, our engineer will ask you to sign a permission to work form to ensure you give consent if the engineer is required to carry out any digging or drilling.

Installing fibre from overhead or underground
We'll run the fibre optic cable from a nearby pole or underground to a small junction box on an external wall. In a small number of instances, the work required may be more complex, and we may need to arrange to come back on another day to complete the work.

Working inside your property
When the engineer has completed the external work, they will require access inside the premises to fit the internals. An ONT (Optical Network Terminal) is a white box that connects the fibre optic cable, providing access to the Full Fibre network in your property. The wall mounted unit and the router will need to be close. Remember earlier, when we said it needs to be near a double socket? This is why.

Demonstrating your new service
Once it's all set up, the engineer will connect your main device to the new router and make sure everything's working smoothly. You're now part of the Openreach Full Fibre Broadband club, where you and your entire family can surf the web like a pro, stream all the music you want, or catch up on that box set in 4K - all at the same time.

Thank you for watching. For more information, please visit openreach.com