Engineer Visits Explained
An engineer visit is arranged when a fault cannot be resolved remotely and on-site checks are needed to restore or confirm your service.
Engineer visits may be carried out by:
- A Vfast engineer
(for Kent residential services and holiday parks) - A network operator engineer
(such as Openreach or OFNL), depending on how your service is delivered.
Our Service Desk will always attempt remote diagnostics first before arranging a visit.
When Is an Engineer Visit Needed?
An engineer visit may be required if:
- There is a confirmed fault on the external network or provider equipment
- Physical testing or repair is needed
- The service cannot be restored remotely
- Installation, removal, or relocation of certain network equipment is required
If the issue is limited to Wi-Fi coverage or a single device, an engineer visit is usually not arranged.
What Engineers Will Do
During a visit, engineers typically:
- Test the connection where it enters your property
- Check network or service equipment
- Repair or replace faulty provider-owned equipment
- Confirm the service is stable before leaving
Engineers do not usually:
- Reconfigure customer devices
- Provide full home Wi-Fi optimisation
- Carry out internal cabling work
Important to Know
- Appointments are given as time windows, not exact times
- Someone must be present to provide access
- Charges may apply in some situations
See: Engineer Visit Charges & Missed Appointments
Related Articles
Was this article helpful?
That’s Great!
Thank you for your feedback
Sorry! We couldn't be helpful
Thank you for your feedback
Feedback sent
We appreciate your effort and will try to fix the article