Engineer visits and orders during the COVID-19 pandemic

Last updated: 24 March 2021

To keep our customers and staff safe, we’re making some changes to our engineer and order processes. Please keep checking back here for the latest updates.

Key Information

Before you book an engineer visit, please ensure you have read all information provided on keeping you, your business and our engineer safe during our visit.

Business broadband engineer visits

We are sending engineers out to install broadband and fix certain problems. However, work inside the building will be minimised and engineers will not enter if someone in your business premises:

  • has any of the Covid-19 symptoms
  • is self-isolating or has been recently diagnosed with Covid-19
  • is waiting for a Covid-19 test result
  • has recently returned from a country on the quarantine list

Broadband Openreach installations:

Openreach are still minimising any work inside the building but will enter your business premises if needed to install a new line.

If you’re switching to Sky Broadband and you have an engineer booked to install your new line, then Openreach will still attempt to connect your service but they’ll now try and do that from outside your business premises.

But in some cases it really isn’t possible to activate a new line without going inside the building. If this is the case, the engineer will come into your building for a short period of time only, to install or replace a socket. But in some cases we might have to postpone the visit until restrictions are relaxed. They'll complete a pre-visit consultation call if they need to visit your business premises to make sure it's safe for the visit to go ahead.

 

Broadband visits from Openreach:

Openreach are still minimising any work inside the building but will enter your office when needed to fix a problem.

If the fault is outside your building (for example, at the cabinet or exchange) Openreach will fix the problem as quickly as possible without having to visit your building.

If the fault is inside your workplace, Openreach will do everything they can outside your building to try to fix the problem – so you might not see an engineer on the day. But if it isn’t possible to fix the problem from outside, the engineer will come into your building for a short period of time only to access your master socket.

They'll complete a pre-visit consultation call if they need to visit your workplace to make sure it's safe for the visit to go ahead. It will cover:

  • Making sure there's a clear pathway for the engineer to access the master socket
  • All surfaces are cleaned before the visit
  • Leaving all windows and doors open during the visit, if possible
  • During the visit, asking you to maintain social distancing of two metres or go into another room
  • The engineer will wear a face mask to keep both them and you safe

The engineer won't be able to enter your home if you or someone in your household:

  • Has any of the Covid-19 symptoms
  • Is self-isolating or has been recently diagnosed with Covid-19
  • Is waiting for a Covid-19 test result
  • Has recently returned from a country on the quarantine list

 

Broadband visits from Sky

To protect our customers and front-line staff, our engineers will do everything they can outside your building to try to complete your installation and fix any problems.

We won't be able to send an engineer to your premises at the moment if you or someone in your household:

  • Has any of the Covid-19 symptoms
  • Is self-isolating or has been recently diagnosed with Covid-19
  • Is waiting for a Covid-19 test result
  • Has recently returned from a country on the quarantine list

 

There may still be instances that they need to enter your workplace to complete the visit. If this is necessary, they will:

  • Make sure you’re comfortable for them to do so
  • Limit the amount of time they need to be in your workplace
  • Where necessary, talk you through any remaining steps from outside your workplace