Only you know the ‘conversation’ that took place between yourself and the BT Rep , but if you have reported the issue and were clear that there is a physical defect that needs attention, and you (respectfully) insisted that you need an engineer visit to rectify the issue , it’s odd that the fault wouldn’t be passed onto Openreach, it’s ‘no skin off BT nose’ to do that.
Unless things have changed substantially, the Telco representatives ‘focus’ on avoiding the customer getting a visit is more to do with the possible charges that result when Openreach state the visit arranged was chargeable , because the fault wasn’t a fault, it was customer mis operation , or it was to repair damage that the customer was responsible for , its the complications that can arise if the customer disputes the charge , basically they say they won’t pay , but the Telco still gets charged by OR , that the Telco want to avoid.
In your case , there is no reason for BT not to raise the fault , there is no dispute, you accept charges are inevitable, so a charge from OR to BT , is effectively a charge that you ultimately pay for , so it’s odd that the rep wouldn’t simply arrange the OR visit , even if the representative mistakenly thinks it’s not needed.
All you need is to report the fault ( again ) and insist , even more stridently, that an Openreach visit is needed , irrespective of the representative claim that a visit isn’t needed , it obviously is.
Something you may not be aware of , there is an ongoing industrial dispute between the CWU , the engineer union, and Openreach, Friday 7th October was a ‘strike’ day , the same is true for Monday 10th, it’s possible the engineer no show was due to that, and BT either mistakenly or deliberately have misrepresented the reason for the no show.
