Engineer Visit Charges & Missed Appointments

In some situations, an engineer visit may be chargeable. This depends on what caused the issue and whether the visit could be completed.

When Charges May Apply

Charges may apply if:

• The engineer cannot gain access to the property
  
• Access is restricted (locked areas, unsafe access, blocked equipment)
  
• The fault is found to be within customer-owned equipment or internal wiring
• A visit is requested against advice and no fault is found
• Equipment is being moved or removed at the customer’s request

Where possible, we will explain any potential charges before arranging a visit.

Missed or Aborted Appointments

You may be charged if:

• No one over 18 is present at the property
  
• Access cannot be provided
  
• The appointment is missed without reasonable notice

For services delivered via third-party networks (such as Openreach or OFNL), any missed appointment fees charged to Vfast may be passed on to the customer.

When You Will Not Be Charged

You will not be charged if:

• The fault is confirmed to be on the network
  
• Provider-owned equipment has failed
  
• The visit cannot proceed due to engineering or network delays

Related Articles

• Engineer Visits Explained
• Appointment Windows & What to Expect
• Engineer Visit Preparation Checklist