It is obviously not good if BT nicked someone else's copper to install service in a neighbouring property, but it is not unheard of (we have a customer with same problem right now).
What is somewhat more shocking is that a Post Office providing a critical service to its community and relying on an Internet connection, has a single ADSL line only and no backup.
The fault, in this case, looks like a simple human error, but the line could just as easily suffer any number of "normal" faults. It could easily take several days for the fault to be fixed.
We get this all the time with customers that now rely on Internet access. To be fair, they probably got Internet access when it was not business critical and only now find that it is. But really, if something is business critical you need a backup plan for when it breaks. They cry of "but we are losing tens of thousands of pounds a day" suggests that the customer could afford to invest a bit more in their service.
We have offered multiple line solutions for many years, and we even offer 3G backup services. We offer the various maintenance levels that BT can provide for faster repairs. But customers are, understandably, confused by the choices.
So, the plan is that we will be launching a new Office::1 package. This is separate to our existing packages, and is basically an all-in-one business Internet package.
The idea is that we will supply two new phone lines with broadband on them. By making these broadband only and new lines we reduce the chance of faults and interference and issues with extension wiring and so on. It also means one bill and one point of contact (us) for faults. We provide pre-configured and tested modems and a FireBrick, and a dongle an 3G SIM. The whole lot all set up in advance. And on top of that we will have one of the lines on BTs 7 hour fix target maintenance just in case both lines break at once.
It is not going to be cheap - that is the point - it is a proper business service - exactly what should be put in to a Post Office!