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  2. FAQs
  3. Billing & Account
  4. Understanding your bill
  5. Engineer charges

Understanding engineer charges

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:

  • Your main socket needs to be repaired or replaced due to damage
  • Your home phone extension wiring is impacting your service.
  • The way you’ve connected your equipment has caused the issue.
  • Interference from something else in your premises, such as your phone, alarm system, or a faulty microfilter.
  • Damage caused by damp, flood, fire, or building work.
  • Damage outside caused by things like broken guttering or trees.
  • Telephone wires that have been accidentally cut.

You may also be charged if an engineer is not able to gain access to the property during the appointment.

If the engineer notes show that the fault is found to be on our network or outside the boundary of your premises, you will not be charged.

We won’t be able to tell you if there’s a charge until after an engineer visits your premises. Due to this, 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.

To view examples of charges, please click here.

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