An engineer appointment is required if a new line needs to be installed. For example, if it’s a new property, the property has been vacant for a while, or if you're moving your service from Virgin Media.

A new line installation normally costs £71.55. As part of your registration, you'll be able to book an engineer appointment if needed.

We'll send you an email reminder a day or two before your appointment. You may also receive contact from the Openreach engineer on the day of the appointment.

If there’s a fault with your broadband service, we may need to arrange an engineer to fix it. Engineer appointments for a fault are subject to time related charges. If you’re experiencing any issues with your phone or broadband service, please see our troubleshooting articles for help.

If you need to cancel or rearrange your appointment, please let us know by midday the working day before the appointment is scheduled. This means you'll avoid a cancellation fee.

Get in touch with us via our broadband page or give us a call on 0330 094 5801. Lines are open from 8am to 8pm Monday to Saturday, and 9am to 6pm on Sunday and bank holidays.