I need to change the engineer appointment for my phone line or broadband fault. How can I do this?

You may be able to do this online by following the steps below, although it will depend on the type of fault you have and at what stage we're at in repairing your fault i.e. if the engineer is already working on the fault it will not be possible to change the appointment.

  1. Go to online fault reporting and select Track a fault
  2. Enter the phone number, broadband number or fault reference number, click on Start tracking my fault
  3. If you are able to change your engineer appointment you will see Fault in progress. Click on the arrow next to this, enter your account number and click Continue. On the next screen there will be an option to amend your details in the Make changes section.
  4. If you can, change your appointment.

    If you're unable to change your appointment, chat online or call us and we'll do it for you. Just click on Contact us on the right of this page.

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