Here is a letter send to Eleanor Johnson today that explains a little more about the phone lines...
Dear Ms Johnson
Thank you for your further email and I am sincerely sorry for the ongoing delays in restoring service to those residents still out. I fully understand their frustration.
I can assure you that we are dealing with this as a priority. Unfortunately the matter of the further damaged cable was unforeseen until the work progressed. However, our contractors have now completed installing the new cable and residents should start to see their service coming back on.
The process of changing a large underground cable can be quite complex, which can occur to crossed lines. This is a rare occurrence but unfortunately it does seem to have happened in this case. Our engineers are aware and will look to resolve these as soon as possible. As previously mentioned, anyone who has a crossed line needs to advise their CP, so we are alerted to this and can remedy as soon as possible.
With regards to compensation, this will be arranged if appropriate via the CP’s. It may help if I explain that Openreach provides communication services to CP’s on an equal basis. All CPs have dedicated contact points and escalation paths within Openreach if they need any assistance on behalf of their customers. This is the correct industry process and also applies to compensation.
Again, I am very sorry that this repair work is taking much longer than we all hoped. Our engineers will continue to work as a priority until all customers are confirmed as back in service
BWA721 Openreach High Level Complaints
Customer Issues | Openreach