What to expect from an engineer visit
Guide reference: HG-0036
Quote this reference if you contact us about this guide.
Approx. 2 min read
When Openreach needs to visit your home. An Openreach engineer may visit to install or repair the line at your property.
Don't worry if an engineer visit is booked. They work on the line and socket at your home so your digital phone can work.
Quick answer
An Openreach engineer may visit to install or repair the line at your property. You or an adult needs to be home for the appointment.
More detail
Not every order needs a visit. We tell you when one is required for your address.
The engineer works on the main connection point, not your furniture or phones.
They may need access to where the line enters the building.
If there is a care alarm on site, you must tell us before we place the order. If you did not tell us and an engineer visit is required, the engineer may refuse to complete the installation. That is treated as premises not ready and may incur extra charges.
Before and during the visit
Note the appointment date and time window on your letter or email.
Tell us before we place the order if there is a care alarm on the premises.
Clear access to the main phone point and any communal areas needed.
Have someone aged 18 or over at home for the whole time window.
Show the engineer where you want the connection point if asked.
Ask them to confirm when the line is ready for your box.
After they leave, connect your router and phone using our setup guides.
Common mistakes
- Missing the appointment window without telling us.
- Expecting the engineer to set up your home phone handset.
- Blocking access to the main line entry point with furniture.
Things to know
- See Setting up your router or adapter box after the visit.
- Contact us to reschedule if the date does not suit.
- Engineer work is for the line; your box setup is still your next step.
Frequently asked questions
Must I pay on the door?
No. Engineer costs are part of your quoted setup unless we tell you otherwise.
How long does it take?
Often one to three hours, depending on the property.
Will power be off?
Usually no. They work on the phone line connection.