Its not necessarily the case that you pay BT for service therefore they should provide it , it would be the case if you rented the service and the equipment required to receive it, but you may only rent the service ( not the equipment) if ( for example ) you had service from a provider , they initially provided you with a new router , you continue to use the service for a few years , not ever re contracting, paying on a rolling 30 day notice to quit basis….the router develops a fault …..who is responsible ? , the router is now your own property and it’s out of warranty , the ISP may, as gesture of goodwill, replace the router , they may replace the router at the cost of you agreeing to a new minimum term , or they may offer to sell you a router…..the fact you are currently unable to use the service your ISP is supplying is not necessarily your ISPs problem.
What if you purchased a third party router and had disposed of the ISP provided router , and your own supplied kit was now faulty ( and on older contracts , the ISP provider router becomes your own property not the ISP’s , after it’s initial warranty period it’s relatively new contracts where the equipment remains the property of the ISP )
I will accept, that in most cases , the ISP will look to replace the router , if it’s suspected as the cause of the issue , and perhaps in your case , you are still within the initial part of a contract where the router is either still under warranty, or where it remains the property of the ISP ) but it’s overly simplistic to state it’s my providers responsibility, it probably is, but not in every circumstance.
Openreach are responsible for the ‘line’ and the external FTTC kit ( if that’s the service you are on ) they are not responsible for the ISP’s routers , do you expecting them to have many spare routers from the dozens of ISPs they deal with on their vehicles …it’s unrealistic to expect them to do that.
It may be worthwhile, checking the line for telephony, and requesting your ISP arrange a new router, because at the moment it’s entirely possible you get a visit, the OR tech proves the line , shows a broadband ‘sync’ with their own equipment , and advises you to speak to your own provider about a replacement router, it’s not true that ISP delegate absolutely all repairs to OR, there some issues are not Openreach’s responsibility
