Got an Openreach engineer coming?

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

When you get in touch with your broadband or phone provider to tell them about a fault, or order a new line or book some other work, they’ll ask us to send one of our engineers. They’ll then let you know the date and time the engineer’s coming.


On the day of your appointment
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.

Tell us how we did
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.

Watch the video
Find out more about what you can expect when an Openreach engineer comes to your home.