Got an Openreach engineer coming?

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

Coronavirus and how we're protecting people

The work Openreach does is critical with our engineers given Key Worker status. Our number one priority is to keep people connected, and we’ve been working closely with our Communications Provider (CP) partners to minimise the impact of Government restrictions on the services we can provide.

Whilst heightened Coronavirus alert levels are in place, there are special measures we all need to take to keep each other safe. Our engineers will comply with any local restrictions or lockdowns that may be in place.

What to expect if you’ve got an engineer coming

If you're expecting  an Openreach engineer to visit your home, they’ll do all they can to get you up and running without entering, but there may be some circumstances where we need to come into your home for a short period of time. Our engineers will be taking special measures to ensure your safety and their own. And if we do need to enter your home, we’ll call you beforehand talk to you about how we can make our visit as short and safe as possible.

Before our engineer arrives

If our engineer needs to enter your home there are a few things you can do to help make their visit as short as possible:

  1. Clear a path to the main telephone socket, if you have one.
  2. With an antibacterial wipe, clean down any surfaces around the telephone socket our engineers may come into contact with.
  3. Open any windows or doors where the Openreach engineer will probably need to work.

Please ensure you maintain two metres social distancing and, wherever possible, move to a different room. Once the engineer has finished working, they’ll wipe down any surface they’ve touched before leaving.

We won’t be working beyond the main telephone socket or fibre connection point in your property, and we won’t be installing extension sockets - to minimise the time we have to spend in your home.

At the end of the appointment, our engineer will explain what they’ve done - via the phone, WhatsApp or Facetime – whichever suits you best. You can find out more information about the engineer appointment including a video explaining the process on our detailed FAQ page

Keeping you informed before the visit

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:

  • Repair appointment: 07520652014 - Reminders that an appointment has been booked to fix a fault and
    useful tips 
  • New service: 07786202608 - Reminders that an appointment has been booked to install your new service
  • New Full Fibre service: 07786202608 - Reminders that an appointment has been booked to install your new full fibre service
  • New service where the engineer doesn't need to enter your home: 07786202608 -  While our engineer won't need to come inside you'll need to plug in your new equipment to allow them to connect your new service. We'll let you know when you need to plug in your router and provide some advice

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, during the current Coronavirus situation.


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