I think he means its a shame that your voice fault has gone as its often much easier to demonstrate a voice fault than a broadband one. If you have a broadband fault that also manifests itself as a voice fault (like you may have) then fixing the voice fault often resolves the broadband fault.
This. ^^^^
Audible noise on the line is so much harder for BT to report back as "no fault found", please pay £130. They might not find the fault, but they can hardly deny it exists.
Even better if it is reported via voice call, to support staff who can hear it too, and make a note of it. That way, even if the noise has disappeared before the engineer arrives, it is still on record, and hard to charge for.
Chasing intermittent, broadband-only, problems can be a pain - especially with that £130 threat hanging over your head. Being able to blame it on a voice fault is so much better.
It is most definitely a shame that the voice symptoms went away.
Plus...
In some of these intermittent cases, even getting support staff to agree to send an engineer can be like gold dust.
In these cases, a cancelled appointment can be a spurned opportunity. Though I understand the reasoning in this case.
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