Why Am I Being Charged for an Engineer Visit?

There may be a charge if we send out an engineer to fix a fault or make an improvement.

Examples of chargeable engineer visits include, but aren’t limited to:

• The engineer could not locate a fault with your services
• The engineer found a fault within your premises or with your equipment

Our minimum call out charges are excluding VAT:

• Openreach – £175.00 for the first hour, and then £90 per additional hour or part hour
• Broadband/TTB Line/Special Faults Investigation – £220.00, this may vary depending on the extent of the work carried out.

Additionally, you may also be charged £125.00 excluding VAT if an engineer is not able to gain access to the property during the appointment.

However, if the engineer notes show that the fault is found to be on the Openreach network or outside the boundary of your premises, you will not be charged. This is because the issue is not within your control or responsibility.

We understand that you may be concerned about potential charges for an engineer visit. That’s why we encourage you to carry out some simple checks to test your line before you book an engineer. If we can’t find a fault or fix the problem online, we’ll give you the option to book an engineer appointment.

Please note that we won’t be able to tell you if there’s a charge until after an engineer visits your premises.