What happens when an engineer appointment is booked to install my internet?
If your internet setup needs an engineer visit, your supplier will book the soonest available appointment. Here’s what to expect before, during, and after your installation.
Before your appointment
Once your internet order is placed, your supplier, either Virgin Media or Home Unity (Openreach network) will confirm if an engineer visit is needed.
You’ll receive:
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Your appointment date and time slot (usually AM or PM)
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Any pre-installation instructions (for example, making sure someone aged 18+ is home)
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Contact details for the engineer or supplier in case you need to reschedule
📘 Tip: Keep an eye on your email for updates as this is where your supplier will confirm your engineer details or any changes.
On the day of installation
An engineer will visit your home to connect your broadband service. Depending on your property type, they may:
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Install or activate a new socket or connection point
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Test the line to make sure your internet is working
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Drill a small hole to pull through the fibre cable and connect it to a connection point.
The appointment typically takes around 1 hour, but may vary depending on the work needed.
⚠️ Important: Someone must be at home during the appointment to give the engineer access. If no one is home, your appointment will need to be rescheduled and you may incur a missed appointment charge.
After the appointment
Once installation is complete:
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The engineer will confirm that your service is working
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Your router should be connected and ready to use
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Your supplier will update your activation status in their system
If there are any issues with your connection after the visit, contact your supplier directly:
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Virgin Media customers: Contact Homebox Support.
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Home Unity customers: Contact Home Unity directly for technical support.