Not just the pandemonium of 'Routing & Records', but the very real issue of 'Where do we draw the line ??'. As some of us are aware, Mr BE resides on the very outskirts of his serving Exchange, and his immediate neighbours are fed via another closer Exchange. You can imagine the flood of requests that would follow, should we 'move' BE to the other Exchange ??
I see both sides of the argument.
BT are basically adopting a hard policy of we wont touch whats in place unless there is a clear fault that falls below our tight failure policies. This policy will likely be in place for cost control, whilst it may have trivial cost to fix some issues it may be somethign that quickly explodes when including more diffilcult cases and especially if applied to large amounts of people.
However we then have the fit for purpose, consumer rights etc. As well as common sense. If BT eg. have half a street served by a close cabinet/exchange with great service and the other half on the outskirts of something 10 miles away, then its basic common sense to reorute the bad half side of the street even without the customers requesting it, just get it done and write off the cost. In my business not all my customers are treated exactly equally but it I had one customer very significantly worse off than another and he queried it, I would rectify the situation, even if at my own cost, it isnt right otherwise. Its pretty crazy eg. I have a close cabinet across the road from me which shares the same ducts as my pole yet BT didnt optimise the D side when rolling out FTTC. Even more baffling is BT spent the time and expense giving me a dedicated drop cable, which gave me a ton of extra attainable sync speed, only to then undo the work on the order of the area manager (apparently engineer did it without permission), reason? BT policy, nothing else. BT basically spent money to apply policy (as it cost them money to undo the work).
Of course even with this policy in place people get inconsistent experiences, occasionally engineers go out of the way to fix things, if its someone important then they get better treatment, eg. a managing director of an isp who had press coverage managed to get a line reroute on top of a pair swap to get rid of his crosstalk. His engineer also swapped out his junction box on top of that. When people read/hear of these reports the will clearly want the same for themselves.
Then I read black sheep searched out a good pair for himself
on his own line and think thats nice, do the same for everyone else
but I know thats not his fault he doesnt decide company policy, and after seeing an engineer who tried to help me get a bollocking from the area manager I know they dont have a free reign.