That’s probably a very old policy, imagine you could report a fault on someone else’s ‘line’ , and your ISP/CP reported it to Openreach ( without any confirmation of access being available ) , OR turn up at the address ( a surprise to the occupant ) who lets them in anyway , the technician checks and finds the customer has inadvertently left a handset ‘of the hook’ rendering the line out of service ( but the occupant hadn’t tried to make a call so was oblivious ) , the tech helpfully replaces the handset and makes an incoming call , that can be answered etc ….if the occupant had reported that themselves, it would be a text book chargable visit ( no fault , the customer was responsible ) but with a third party report, who ‘pays the bill’ ? , the customer didn’t ask Openreach ( via their CP /ISP ) to visit , the person reporting the issue has no relationship with BT on this matter , so you can’t charge them , and how can people know who is the supplier of someone else’s line is , then are hundreds of providers , not just BT , so who would a third party report it to ? , and then you have a report without an appointment, so if OR turn up unannounced, and there is no one home , that’s another chargable event ( no access ) , so for those reasons , and probably a few others , third party reports are pointless and not acted upon.
