We have moved a few lines from BT to TT back-haul recently, and a handful have been "mis-jumpered" at the exchange.
As faults go, this is pretty much as clear cut as you can get, the fix is also simple - an engineer goes to the exchange to fix the jumping.
But TT are refusing to fix the fault unless we pay them to fix it! Well, we do pay them, every month, a fee for a *WORKING* service, which includes fixing it if it does not work. Unfortunately they refused to understand this.
This is just like BT all over again, so we are escalating to get the work done - we do not want a customer off line, obviously.
What the hell is wrong with these people?!?!?
P.S. We managed to get a manager out of a meeting and progress the fault this time, but it is a systematic problem in TT (and BT).