What will happen during my Openreach repair visit

What will happen during my repair visit

Got a repair booked?

We’re sorry to hear you’re experiencing issues with your network connection. If you’ve scheduled a visit from an Openreach engineer, we’re here to make things simple. We'll guide you through what will happen on the day, how to get ready, and what to expect after the work is complete.

What happens during the visit?

On the day, your Openreach engineer will:

Arrive within the confirmed time slot from your provider
Carry out any necessary tests to diagnose the fault
Repair or replace damaged network equipment where required
Ensure everything is working and test the connection before leaving

Arrive within the confirmed time slot from your provider

Carry out any necessary tests to diagnose the fault

Repair or replace damaged network equipment where required

Ensure everything is working and test the connection before leaving

If the problem is outside your home (for example, at the roadside cabinet or in the network) the engineer may need to work there instead of inside your property.

How to prepare for your repair visit

You can help the visit go smoothly by:

Making sure someone aged 18 or over is at home for the full appointment window
Keeping pets in another room (even if they’re friendly!) so the engineer can work safely
Clearing access to sockets, wiring, or the master phone socket
Being ready to explain the problem and any previous history of faults to your engineer

Reasons a repair might take longer

We aim to get you back in service as quickly as possible but in a small number of cases, we may need to do extra work or come back again to complete the repair . This could be because:

Extra equipment is needed
The fault is more complex than expected
Additional permissions are required (for example, digging in a public area)

If that happens, your provider will update you on the next steps and timescales.

What should I do now?

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

Frequently asked questions

Can I book a repair directly with Openreach?

We maintain the UK’s broadband network, but we don’t sell services directly. All bookings are handled by your provider.
Will I be charged for the repair?

Your provider will let you know if charges apply, depending on the type of fault and your service agreement.
What if I’m not at home when the engineer arrives?

You will need to rebook through your provider, and charges may apply for missed appointments.