You may receive text messages 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 reasons and numbers you'll see below so you can check that any messages you receive are from us:
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).
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.
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.
If your engineer did a great job you can thank them. Or if you’re not happy with something, get in touch to let us know.