What time is my appointment?

The time of your appointment depends on which slot it was booked in - AM or PM.

If you've got an appointment booked in and it says that it's either AM or PM, the following times apply:

• AM - Morning - This is any time between 8am and 12pm
• PM - Afternoon - This is any time between 12pm and 4pm

Missed appointments

Please make sure that you're at home for the whole of your allocated appointment slot, or that someone over the age of 18 is home if you can't be. There's a missed appointment fee of £120.00 (including VAT) if our engineer shows up and nobody over the age of 18 is in the property, or there's nobody home at all.

We can't guarantee that our engineers will call ahead before arriving for an appointment, so please make sure you're able to hear them when they arrive.

Moving appointments

If you need to rearrange an appointment, we usually require at least 24 hours notice. However, if at very short notice you're going to miss your appointment, please still try and let us know.

• If your appointment is for an installation of Lightstream, you're a new customer or you've just moved house and your phone socket isn't working, please visit our contact us page to move your appointment
• If your appointment is for an engineer to come and repair a fault, please visit our contact us page to move your appointment

We don't charge you a fee to move your appointment, but please remember that there's a missed appointment fee of £120.00 (including VAT) if our engineer shows up and nobody over the age of 18 is in the property, or there's nobody home at all.

Isolating due to COVID-19?

If you're isolating due to COVID, we won't be able to attend due to our engineer's health and safety, so please contact us when you can to move your appointment. If you miss your appointment due to COVID reasons but you didn't ask us to move your appointment, you'll unfortunately be charged for a missed appointment fee of £120.00 (including VAT).