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 what you can do to get your appointment rebooked or updated.

There are a few reasons why an engineer may not be able to attend a scheduled appointment:

If you didn’t receive any notification, it’s best to contact your service provider first. They’ll confirm what happened and advise on the next steps.

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

Only your provider can arrange or change your engineer appointment. Use their contact channels to rebook:

If you’re not sure who your provider is, you can find their contact details on your bill or account confirmation emails.

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.