How will I know if my engineer is coming?

We’ll keep you updated every step of the way with three simple SMS messages:

Appointment reminder – This confirms your time slot for the engineer’s arrival:
- Morning: 08:00 – 13:00
- Afternoon: 13:00 – 18:00
  These are arrival times - if your appointment is in the morning, the engineer may arrive at 12:30 and the installation will take 2-3 hours from their arrival time.
On the way – A quick heads-up that the engineer is travelling to you.
Arrived – A message to let you know the engineer has reached your location.

If you don’t see them straight away, don’t worry! They may need to do a little work nearby on our network first. Once that’s done, they’ll be with you shortly.

Was this article helpful?

Can't find the answer you're looking for? #

If you’re already connected to CityFibre or have an installation booked, you must contact your broadband provider directly, as your contract is with them.

To report damage to your property or our network, use the “Chat with us” icon on the right-hand side of this page.

To report urgent health and safety concerns about our network build, call 0800 298 6267. This number is for emergencies only and cannot help with other enquiries.