Well - there goes another BT promise. A help desk operator and then his manager said they had booked a moderator call back between 3 and 5 UK time today. Now 6 and no call. So now I am away for two weeks with the stress of BT false charging and no way to take a call.
Got to be the very worst customer service of any major UK based company.
Have you contacted the moderation team using the special link in PaddyB's profile? Only you can view that link; the mods make it 'viewable' to specific forum members.
Once you send them the details, they will review your incident details and contact you directly.
It's worth pursuing as it lead to a positive outcome in my case. So stick with it, and give them some time to review your case and respond to you.
Now I'm worried as we have exactly the same fault and the engineer is due on Tuesday. Will try to buy a new main socket and replace the front ourselves!
Save yourself a whole world of pain - cancel the engineer visit and replace the **bleep** thing yourself if you are comfortable doing so. They are widely available online (Amazon, eBay and from other sellers) for between £10 and £15. I believe the Mk3 version is the latest iteration of the product. Search for 'bt vdsl faceplate'.
Judging by the number of responses I've had to this thread, it doesn't sound like BT has changed their processes on dealing with this particular fault. You could get billed the standard engineer call-out charge, despite what the customer service rep may have told you over the phone.
One other thing you could try is to get them to post you the replacement part free of charge, avoiding the engineer visit. Not sure if that's possible though.
BT will not send you the faceplate as it is the responsibility of openreach