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Engineering visits for faults (Openreach services)

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Sometimes it may be necessary to schedule an Openreach engineering visit to investigate and repair an intermittent or permanent connection or performance issue where the problem is not caused by the router or your devices, Wi-Fi signal or devices.

We do require some help from you before we organise this

  • to prevent a unnecessary visit (which would be chargeable - charges and when they'd apply are listed here)
  • to get you online & back to usual service as quickly as possible

Responsibilities

Who What How investigated & repaired
Giganet
  • Your UltraHub router warranty
  • The backhaul from the Openreach exchange to our core network
  • The Giganet core network and routing - you can check the status here
  • Post next business day a router
  • Fix the backhaul, core network remotely
Openreach
  • The full fibre cables and infrastructure between your home and the exchange
  • The full fibre ONT in your home
  • Openreach engineering visit to your home to repair cables, or replace ONT
  • Openreach contractors repair cut fibres in the street
You
  • Your own router if you use your own rather than ours
  • Power to the ONT and router
  • Ethernet cables between the ONT and router
  • Your own devices (laptops, mobiles, tablets, smart lights etc)
  • Ensuring the ONT and router are properly looked after and not damaged
  • Ensuring that the router is properly positioned
  • You take remedial action
Others/You
  • Your home's building construction, furnishings, size and layout that cause the Wi-Fi signal to weaken & vary depending on your location
  • Your neighbours Wi-Fi signals interfering
  • Other sources of interference on the Wi-Fi such as baby monitors, DECT cordless phones, microwave ovens
  • You/ others take remedial action

 

Checks before we organise the visit

  1. Please ensure that you have checked everything in your control based on the above table and the fault is not caused by anything here, as this is unlikely to be resolved with an engineering visit, and could incur you charges.
  2. If the router doesn't power up, please let us know, as we'll send next business day a  replacement router. An Openreach engineering visit will not be able to help with this.

No fault found with the service

Occasionally, the Openreach engineer may not find a fault with their service when they visit.

If the fault is caused by factors outside of their control, and the router is operable, then this is most likely when charges will apply.

The details and charges are listed here.

 

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