Openreach engineer with equipment outside a property

My engineer did not show up

What to do if your Openreach engineer missed the appointment

We’re sorry your engineer visit didn’t go ahead as planned. We know this can be frustrating, and we want to help you get back on track quickly.

Below you'll find guidance on why this might have happened, and next steps to get your appointment rebooked or updated.

Why might this happen?

We know your time is valuable, and we do everything we can to avoid missed appointments, but sometimes issues arise, such as:

Severe weather or unsafe conditions
The engineer was delayed on an earlier job
Access issues at the property
Other unexpected operational issues or unforeseen circumstances.

What happens next?

In most cases, Openreach will be in touch on behalf of your Service Provider, to rebook your appointment quickly.

If you don’t hear from us within a few days, your Service Provider will follow up to:

Check the status of your order/repair

Rebook the appointment if necessary

Confirm your contact details are correct, so you receive updates via email and SMS

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

Need to get in touch?

If your Service Provider hasn’t reached out, you can contact them directly via:

Their website or app
Their customer service phone line

Not sure who your Service Provider is? You’ll find their details on your bill or in your account confirmation emails.

Frequently asked questions

Why can’t I get in touch with Openreach directly?

Openreach carries out work on behalf of your Service Provider. While we do send communications on their behalf via SMS or email, any direct communication should remain between yourself and your Provider.

So, if you haven’t received communication from Openreach to rebook your appointment, please reach out to your Service Provider and they’ll be happy to help.
Will I be charged for a missed appointment?

We won’t charge you if it’s Openreach who is at fault. Your Service Provider can confirm any charges, as ultimately this depends on your agreement with them.
How soon can I get a new appointment?

Your Service Provider will offer the earliest suitable slot that works for you.

Related Topics

What to expect during an engineer visit

If you’ve got an Openreach engineer coming to your home, here’s some information on what you can expect to happen on the day including how to check who they are.

I want to complain about an Openreach engineer

At Openreach, we pride ourselves on making sure we provide excellent service. When our customers let us know they’re unhappy with any part of the service we provide, we’ll do our best to make it right, learn and act on the feedback.

Superfast Fibre broadband provides up to 80 Mbps download and up to 20Mbps upload..

When will I get full fibre?

Use the Openreach Fibre Checker to see if you can get fibre for your home or business, what the results mean for you and how our Full Fibre build programme works.

Tip: If you're experiencing a loss of service or fault, let your provider know as soon as possible so we can prioritise getting you back online.