Some telecoms engineers are causing customers' broadband services to cease while attempting to fix other customers' lines, according to UK ISP Andrews and Arnold.
Alex Bloor, Business Development Manager at the organisation, claims that his company is witnessing increasing incidences of borrowed copper pairs, which occurs when an already active broadband or phone line is disrupted by a telecoms engineer who takes it over for use elsewhere.
Occasionally, when fixing or installing a new telephone or broadband line, engineers will require a spare copper pair, which link the customer’s own master phone socket back to the exchange or street cabinet.
However, some engineers are failing to conduct a proper check, which can result in active customer lines being repurposed for other end-users and a loss of phone and broadband signal, Mr Bloor claims.
He added: "Scarcely a week goes by without several cases of lines mysteriously going down. This borrowing activity obviously kills our customer’s line – both for PSTN and ADSL/FTTC. It is inconvenient for the customer.”
In response, a spokesperson for Openreach said it "does not condone" impacting one customer’s service to restore another’s and encouraged anybody with any evidence of the activity to report it immediately.