I think everyone has misunderstood the post. DO NOT place an order for a new line, that's not required.
Sounds like the phone line is physically connected to one cabinet but the broadband has mistakenly been routed to a DSLAM connected to another cabinet.
Say for example the telephone pole (DP) is associated with cabinet 8, that's where the wires are going to. So when FTTC is ordered it needs to be routed to the DSLAM paired with cabinet 8. In this case although the DP is connected to cabinet 8, unfortunately the broadband has been routed to the DSLAM next to cabinet 3.
What needs to happen is the engineer should have done a live update on the system to show the house is indeed connected to cabinet 8. Then a cease needs to be done on the existing FTTC order. A new order needs to be requested for FTTC and it will be built, correctly, to cabinet 8.
This happens occasionally, often when at some point the telephone number in question moved from one cabinet to another but the routing wasn't updated on the system. It can also just happen for reasons unknown.
Edited by Icaras (Thu 24-Mar-16 08:48:43)