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 £60, and you'll be able to book an engineer appointment if needed, as part of your registration.

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 book an engineer appointment to resolve the fault.

If for any reason you're unable to make your appointment, please let us know by midday the working day before the appointment is supposed to take place, to stop any missed appointment charges.