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The last time I spoke to customer service, the lady told me that she spoke to the engineer from openreach and he told that someone at twelve o'clock midnight has been assigned to fix my land line while I'm sleeping. Jesus Christ, come on people, how do they come up with these stupid silly stories, yeah really, someone from BT engineer will leave his house at midnight just for me the one customer to fix my land line. What a bunch of liers.
If the fault is proved in to the telephone exchange and there is a need to change the line card this is done at night by a mobile force of exchange engineers who swap cards out during night hours. This is done to lessen the loss of service to other customers sharing the card.