If you’re having trouble with your connection, our Support team will guide you through some checks to try to get things working again. If we’ve completed all the checks and believe the issue may be related to the network infrastructure, we may arrange for an engineer to visit your property.
Before we arrange a visit
We’ll ask you to complete some troubleshooting checks with us first. These checks help us understand what’s causing the issue and whether an engineer visit is the right next step.
Please complete all the checks we ask you to try. In many cases, we can fix the problem without needing to send an engineer.
Booking your appointment
If a visit is needed, we’ll offer you the next available appointment. This may not always be the next day, but we’ll do our best to arrange the visit as early as possible. We’ll confirm the date and appointment window, along with anything you need to do before the engineer arrives.
Please make sure someone aged 18 or over is at the property for the appointment and that the engineer can safely access the connection equipment and any relevant areas.
What happens during the visit?
The engineer will check your connection and equipment to identify the cause of the issue. They’ll explain what they find and, where possible, complete the work needed to restore your service.
If further work is needed outside your property or on the wider network, we’ll let you know what happens next and keep you updated.
Engineer visit charges
An engineer visit charge only applies in the circumstances set out in the Price Guide—for example, if an engineer attends to investigate a fault but no fault is found, or the issue is not caused by Zzoomm equipment.
Reporting damage
If you've identified damage to the fibre feeding your property, please get in touch and where possible send us a photo of the damaged cable so we can review and arrange a engineer to attend.