Can I reschedule on the day of my appointment?

Sometimes — it depends on your service provider’s policy and availability. Let your provider know as soon as possible to see the options.

How soon can I reschedule?

Your service provider will offer the earliest suitable slot based on real-time availability in your area.

What if I didn’t get an SMS or email from Openreach?

Contact your service provider. They can reschedule for you and check that your contact details are up to date.

What if I miss the rescheduled appointment?

You can usually book another visit, but there may be a delay if slots are limited. In some cases a charge may apply — check with your provider.

Why can’t I manage appointments directly with Openreach?

Openreach provides network access to UK providers and doesn’t sell services directly. Your provider manages booking, rescheduling and cancellations.

I want to reschedule my engineer visit

Need to change your appointment?

We understand that plans change. If you need to reschedule your Openreach engineer visit, don’t worry – this is usually quick and simple.

In most cases, you can reschedule your appointment directly through the SMS or email communications you receive from Openreach (on behalf of your service provider). We’ll walk you through how it works and what to do if you need a little extra help.

Rescheduling via SMS or Email

If you've received a text message from Openreach, simply reply with ‘CHANGE’ to start the rescheduling process. You’ll then be guided to choose a new date and time that works best for you.

Alternatively, if you’ve received an appointment confirmation email, it may include a link to a calendar showing real-time availability. Just click through, pick a new slot, and we’ll handle the rest.

Not sure if you’ve received a message from Openreach? Or haven’t received one at all? No problem – just contact your service provider and they’ll be happy to assist.

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

Unable to reschedule directly?

If you're unable to reschedule through Openreach, your service provider will be able to help. This might happen if:

Your provider hasn’t authorised us to contact you directly
We don’t have your most up-to-date contact details

To make sure everything runs smoothly, please check that your service provider has your current contact information. This helps us keep you informed about your appointment and any changes.

Most providers offer easy ways to reschedule:

Through their website or app
By calling their customer service team

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

Frequently asked questions

Can I reschedule on the day of my appointment?

Rescheduling on the day is sometimes possible, but it depends on your service provider’s policy. If your plans change, try to let Openreach or your provider know as soon as you can.
How soon can I reschedule?

Your service provider will offer the earliest suitable slot that works for you.
What if I miss the rescheduled appointment?

If you miss your appointment, you’ll usually be able to book another one. However, there might be a delay if slots are limited, and in some cases, a charge may apply depending on your provider’s terms. It’s best to contact your provider directly for advice and next steps.