We have been wanting to "test" the 7 hour fix option, and we were fortunate in a way that a member of staff had a line with a fault and was happy to test. It is, in fact our escalations manager, Shaun. The fault was one that was permanently there and showing on BT's own tests which recommended reporting a fault (copper joint failure). It was not affecting the broadband (well, it may mean it is slower than it would be without a fault), so we were able to wait for a convenient time to test, and also ensure the line was set up for 7 hour fix before hand.
Shaun was planning to test on Christmas morning, but was a tad busy (not surprisingly). However, he did test last night.
BT did nothing on the fault for 11 hours - no comments on the fault report, no booking an engineer, nothing. Then, this morning they "progressed the job manually" and booked an engineer who has now turned up some 12 hours after the fault report.
So, it seems, that the 7 hour fix (which is meant to be BT working on the fault 24 hours a day, 7 days a week, night or day) is clearly a con as well, at least in my opinion. BT clearly had no intention of even trying to fix faults in that time frame, even when it is simply a copper line joint fault that can be fixed by a simple engineer visit and even when it was reported on a normal working day (not even Christmas day!).
I am wondering if we need to pressure OFCOM on this - BT should stick to their contractual agreements, yet it seems routine for them to let ISPs down, which means we disappoint our customers. BT have a monopoly on fixing the national infrastructure they inherited that is the BT network, we cannot work around that by having someone else work on faults. The compensation for failing to meet their targets is tiny so they have no real incentive to actually meet them. It is a sad state of affairs for someone that claims to be "World Class" in their business.