How to See Your Engineer Visits
The Visits page in the Customer portal lists the engineer visits your service provider has booked at your site, day by day, with the engineer's name. Select Visits in the portal's menu, or All visits under Coming to your site on your Home page. The menu item is there only if your sign-in includes engineer visits.
How do I see when an engineer is coming?
Select Visits in the Customer portal's menu. The Visits page opens on Coming up, listing the visits still to come on your account, soonest first, grouped by day.
- Select Visits in the portal's menu.
- Read down the days: each visit shows its time, what the call is about, the call number and the engineer's name.
- Select a visit to open the call it is for.
The heading says Visits, and the line under it reads "Engineer visits the office has booked" followed by your account's name.
A visit that has already started but is not yet due to end still counts as coming up, so an engineer who is on site now stays on the Coming up list until their visit is over.
Your Home page shows the next four visits under Coming to your site, and the Visits booked figure says how many are coming up and when the next one is.
The Visits page is a list by day, not a calendar: there is no month view, no way to jump to a date, no search, no filter beyond Coming up and Earlier, and no button to add a visit to your own calendar. It shows one account at a time; to see another account's visits, select your account's name at the top of the menu and choose that account. On a phone the account name is not in the menu along the bottom of the screen: turn the phone sideways, and on a screen that is wide enough the full menu appears down the side; if it still does not, open the Customer portal address your service provider gave you again to reach Choose an account. To find the visits for one call, open the call and read its Visits card.
How do I see past visits?
Select Earlier at the top of the Visits page. The page then lists visits whose planned end time has passed, grouped by day. Select Coming up to go back to future visits.
A visit appears under Earlier because its booked time is over, not because anyone confirmed that the engineer came. A visit your service provider cancelled is not taken off the Visits page either: it stays under Coming up or Earlier by its booked time. Read the visit's status beside its call number, and contact your service provider if you are not sure whether an engineer attended.
The Coming up and Earlier buttons sit beside the Visits page's heading, and the one you chose stays highlighted. Switching between them fetches that half of the list again, so you briefly see "Loading…".
Earlier shows your most recent past visits, up to fifty of them, in date order with the most recent at the bottom. Coming up likewise shows up to the next fifty. Neither has a next page, so a visit older than those fifty is not on the Visits page. To see it, open the call it was for: select Calls in the menu, select All above the list, find the call, and read the Visits card on the call's page, which lists every visit booked on that call.
If there has never been a visit on your account, Earlier says "No engineer visit has been made on this account yet."
Why does Coming up on the Visits page stop after a couple of months?
Coming up on the Customer portal's Visits page shows only the next fifty visits, soonest first, and has no next page. If your service provider has booked many visits ahead, such as regular maintenance, the list ends at the fiftieth, which may be only a few weeks or months away. The later visits are still booked: each one appears on Coming up as earlier visits pass and drop off the list.
To check the later visits:
- Read the Visits booked figure on your Home page: it counts every visit still to come, not only the fifty on the list.
- Open the call a visit is for and read its Visits card, which lists every visit booked on that call, however far ahead.
Earlier works the same way in the other direction: it shows your fifty most recent past visits. If a visit you expected is missing altogether, ask your service provider, quoting the call number and the day.
Can I see what time the engineer actually arrived and left?
No. The Customer portal shows only the time your service provider booked for each visit: the start, and the end too when the visit was booked for a length of time, or just the start when it was not. When the engineer really arrived on site and when they left are not shown anywhere in the portal, on the Visits page, on Home or on a call's Visits card.
A visit moves to Earlier on the Visits page when its booked time is over, not when anyone confirms the engineer has been, so a past visit's time is still the booked one. To find out what the engineer did, open the call and read What was done, the engineer's report, once your service provider has added it. To find out when the engineer was actually on site, for example for your own records or a timesheet, ask your service provider, quoting the call number and the day of the visit.
How do I read a day on the Visits page?
On the Visits page, each day starts with its date, shown as the day of the month with the month and weekday beside it. That day's visits follow, earliest first.
Each visit shows:
- The time — from the start to the planned end, or just the start time when the visit has no planned length.
- What it is about — the call's one-line comment in bold, or "A visit on this call" if the call has none. This is the call's own description, not something the engineer wrote: the engineer's notes on a visit are not shown in the Customer portal.
- The call number and the visit's status — how the visit stands, in your service provider's own words, when they have given it a status.
- Who is coming — the engineer's name, with their initials beside it, or "The office is handling this one" when the visit is with the service team rather than a named engineer. No photo of the engineer is shown.
If a visit's status says Cancelled, nobody is coming for that booking. A cancelled visit is not taken off the Visits page; it stays by the time it was booked for, with its status beside the call number, and the same status shows on the call's Visits card. If your service provider books another time instead, that appears as a visit of its own, with its own day and time. When a call's only visit has been cancelled and nothing new appears, ask your service provider when they will come.
On today, a line showing the word now and the current time marks where the day has got to: visits above it have started or finished, visits below it are still to come. Visits already over are drawn more faintly. If all of today's visits are done, the line sits at the end of the day.
Selecting any visit on the Visits page opens the call it belongs to, where you can read the full details. The Visits page always opens on Coming up, including when you come back to it with your browser's Back button, so select Earlier again if that is where you were.
Can I move or cancel a visit, or track the engineer, from the Visits page?
No. The Visits page in the Customer portal only shows the visits your service provider has booked: there is no button to move, cancel or confirm a visit, and nowhere on it to ask for a particular day. To change a visit, contact your service provider and give them the call number and the day of the visit, both shown on the Visits page. Once they rebook it, the new day and time appear there.
The time beside each visit on the Visits page is the time your service provider booked, not a live arrival estimate, and it changes only when they rebook the visit. The Customer portal does not show where the engineer is, does not give the engineer's phone number or email address, and has no way to send the engineer a message. If the engineer is late, or you need to reach them, contact your service provider and quote the call number shown beside the visit.
Regular or repeat visits are arranged by your service provider too; each visit they book on a call you can see appears on the Visits page by its own day and time. Coming up lists the next fifty visits at most, so where many are booked ahead, the later ones appear as earlier ones pass.
What does it mean when no visits are booked?
When nothing is arranged yet, Coming up on the Visits page says: "No engineer visits are booked. When the office books one it appears here, with the engineer’s name."
This is normal after you log a call: your service provider books the engineer, and the visit appears on the Visits page as soon as they do. You do not need to do anything. You can also see whether a particular call has a visit on the call's own page, in its Visits card, or in the Next visit column of your Calls list.
If the work is urgent, or a call has waited longer than you expected, contact your service provider and quote the call number: the Customer portal has no way to ask for a visit or a date. The Visits page does not update by itself, so reload it, by pressing F5, to see a booking made while it was open.
If your service provider has told you an engineer is booked and the Visits page still says no engineer visits are booked after you reload it, the visit is probably on a call your sign-in does not show. The Visits page lists visits only on calls your own Calls list may show, and your service provider can set a sign-in to show only some statuses or kinds of call, finished calls only for example. A visit booked on any other call is still booked; it is just not on your screen. Ask your service provider to confirm the day and time, and, if you want such visits in the Customer portal, to change which calls your sign-in shows. Check too that you are looking at the right account: the Visits page shows one account at a time.
Will the Customer portal email me when an engineer is booked?
No. The Customer portal does not send emails or text messages when an engineer visit is booked or changed, and it has no notification settings to turn on. It shows the booking instead: once your service provider books the engineer, the visit appears under Coming up on the Visits page, in the Coming to your site list and the Visits booked figure on your Home page, and in the Next visit column of your Calls list.
So to find out whether a visit has been arranged, sign in and select Visits in the menu. The Visits page does not update by itself while it is open: if you have had it open for a while, reload the page, by pressing F5 or with your browser's reload button, or select Earlier and then Coming up again, to see a booking made since. Your service provider may still let you know about a booking themselves, for example by email or phone; ask them how they do it.