'What does it matter how the person looked or what company he works for. The OP has a contract with BT and it is up to BT to sort out the problem. It is irrelevant to the OP who BT use to fix the problem as long as the problem gets fixed.'
I would say it does matter who is sent to fix it. What's the point in sending some Socket Jockey whose only skill is taking an NTE face plate off then having to arrange for someone who has half a clue to come out and fix it!
It has no relevance what so ever for the OP because he can not in any shape or form change or ask for a specific contractor to fix his problem so it is a complete waste of time even mentioning it.
The OP is stuck with who ever turns up regardless of the "skill" level.