BT have a rather strange system where, if there is an order on a line, they will not fix a fault on the line.
This has always struck me as an odd state of affairs but BT have refused to rectify this. Obviously some types of order mean a line stopping working briefly (e.g. rejumpering). But there are many types of orders that do not mean that, and even re-jumpering type orders have a date on which they are done but BT will refuse any fault report any time before, even if the order does not start for many months.
This came up before where we had bulk migrations from 20CN to 21CN, which are an order on the system, but were set up a week or two in advance of the actual work. This problem for us is that the bulk migrate is free, but canceling one of the migrates and re-doing later cost money. BT were insisting that in order to fix a fault while such an order was pending we had to cancel the order, hence incurring costs (to BT) later to reinstate it.
That nearly came to county court claims then, but it was eventually resolved by a combination of fewer 20CN bulk migrates left to do, and BT internally not putting in the migrate order until the last minute making the window for refusing fault repair much smaller.
Still, it was not a proper fix. The issue rarely comes up these days as the only orders we tend to place are to be done ASAP, or install orders where there cannot be a fault (for us) while waiting.
Now we have one unfortunate customer that has had a fault (total loss of service) for nearly two weeks now. He has an open order to move to another ISP which will not happen for 4 more weeks, but his line has a fault now.
It has taken two weeks of solid arguing, and then threats of county court action, to get BT to do anything. They even sent engineers who could see the fault but said they could not fix the fault as an order was open.
We were told that we have to get the other ISP to cancel the order so BT will fix the fault. This is crazy talk, and of course we are not going to try and ask another ISP to cancel their order. Why would we? Why would they listen to is? And asking our customer to cancel his order with another ISP is crazy too.
BT need to fix this fundamental problem - it is quite possible for a fault to exist and need fixing on a service which has an order pending for some time in the future.
I suspect this specific fault will get resolved (it may have been today already), so once again we will not get BT to fix the underlying problem. One of these days it will get to a county court claim and maybe then BT will realise that they have a broken system that needs properly fixing.