What sort of property do you live in ?, sometimes ( for example ) in an apartment complex or similar the ‘OR’ lines enter the property in a utility type area and the Openreach master socket for each flat is located there , they then connect to builder/developer provided cables that go to the individual flats/apartments.
In case like this where the cables ( installed by the builder and generally hidden behind walls etc ) or the decorative or multi function ‘sockets’ go faulty, they are not Openreach or BT’s responsibility , after all OR didn’t supply them, and it’s not OR’s ‘job’ to fix them, if a cable were provided by the builder , behind a wall, and it was damaged on its way to your apartment , and for arguments sake, the wall needed to be opened up to get at the faulty cable, who would be responsible for the damaged wall being repaired ?
In cases like this , it’s possible the OR tech would just prove the line OK to the utility area where the OR master socket (NTE) is located ,and any issues after that would be for the flat owners or the building management company to sort out.
In your case it may not be as ‘complicated’ as that, it could just be someone replaced the OR master socket with a non standard socket....however if that’s what is causing the problem and you call OR out to fix it, they probably would replace it with a standard NTE , and charge you for the visit as it wasn’t OR that caused the problem but the non standard equipment on the line.
