Your engineer can arrive at any time within the time slot we gave you for your visit. But if your visit window has passed, the visit might have been missed by you or the engineer.
Sometimes a visit might overrun and make the engineer late to yours. If they can, they’ll try make your appointment before 6pm.
What happens next
Openreach have let us know they didn't come or couldn’t access your home before we can book you a new visit. But you don’t need to do anything, we’ll handle it for you.
We’ll book you the next available visit and send you a text with the details and info on how to change it if you need to - check we have your number. Usually it takes one working day to get a new visit booked, but sometimes it might take two.
Not heard from us after two working days? Sign in to Track my order to check if your visit has been updated there. If it hasn’t, get in touch.
Good to know: You might be due compensation if your engineer has missed the appointment. You don’t need to get in touch about this, we’ll automatically send you a credit if you're eligible. What is Automatic Compensation