Engineer appointments help

There are a few ways to do this:

- Use your order number to check your appointment time slot. Simply go to Track your order, enter your order number and tap the View order status button.

- Or, check your emails or text messages as you we may have sent your appointment time slot to you.

You can also check your appointment time slot by logging in. To do this:

1. Go to Track your order.
2. Log in using your My Account login details.
3. Tap Orders in the navigation bar.
4. Select your order.
5. Here you’ll be able to view your appointment date and timeslot.
   

If you need to change your engineer appointment, here’s what to do:

1. Go to Track your order.
2. Log in using your My Account login details.
3. Tap Orders in the navigation bar.
4. Select your order.
5. If you need to change it, tap Amend this appointment.
6. Select a different date and time slot – you can also amend the site contact (person who will deal with the engineer on the day) if you need to.
7. Tap Save amends to appointment.
8. You can now review details of the changes – if you’re happy, tap Confirm.

You can also use Live Chat (during office hours) on the Track your order page, or using the Live Chat option below. Simply tell us you need to change your appointment time slot, and we’ll do it for you. 

If you’ve got a fault and want to request an engineer appointment, you’ll need to report the fault to us first. To do this:

1. Go to Fix a fault.
2. Tap the Start fixing button.
3. Log in using your My Account login details.
4. We’ll quickly check if there are any issues affecting your services, and will display any faults in red or yellow tiles on the screen.

5. If we do find a fault and it requires action from you, the tile will have a Start fixing or Take action button on it – tap the button.

6. If we don’t find any issues during our initial check (and no red or yellow tiles are displayed), scroll to find your service and tap the Report a fault button next to it. Alternatively, you can tap the Get started button.

7. We’ll now ask you some questions, and let you know whether we can fix the fault remotely. 

8. If we think the issue will require an engineer to fix, you’ll be able to book your engineer appointment. We’ll offer you the earliest available appointment, or if you’d prefer, you can choose a date and time to suit you.

1. Go to Track a fault.
2. Tap the Log in to track a fault button.
3. Log in using your My Account login details.
4. Select the relevant fault from the list. 
5. You’ll now be taken to the Faults page – go to the Latest updates section.
6. Here you’ll find your engineer appointment time slot and date.

1. Go to Track a fault.
2. Tap the Log in to track a fault button.
3. Log in using your My Account login details.
4. Select the relevant fault from the list.
5. You’ll now be taken to the Faults page – go to the Latest updates section.
6. Here, you’ll find your engineer appointment. Tap the Reschedule appointment button and follow the instructions.

No longer need your engineer appointment to fix a repair? Find out how to cancel it.

If it’s over 24 hours until your appointment

1. Go to Track a fault.
2. Tap the Log in to track a fault button.
3. Log in using your My Account login details.
4. Select the relevant fault from the list.
5. You’ll now be taken to the Faults page – go to the Latest updates section.
6. Tap the Reschedule appointment button and follow the instructions.

If it’s 24 hours or less until your appointment

You’ll need to contact us (during office hours) using the Live Chat option below. Simply tell us you need to cancel your engineer appointment, and we’ll do it for you.