While out walking last year (about 10 miles from my home ) I came across a damaged BT cable junction box that runs along a bridal path.
The box lid and some of the cables where damaged (maybe by a horse), so I sent all the details about it to BT and got some stupid answer about my phone not working 
and yes it came from Indian support. 
What a waste of my time.
ps The box is still like it today.
This should be raised as something called a "damage report"and usually get raised against a dummy phone number or a number at the local exchange. If we get a damage report on a task we have to be onsite within 4 hours to make sure whatever the damage is it's not a danger to the public and make it safe.
In theory the job note should make it clear as to where the problem is and a description of roughly what it is. Some times the info we get is unbeliveable, literaly. I can imagine the the sort of call you've ended up having.
One of the 1st ones I ever got "caller reported a loose lid south of long stratton near the main road" I can't imagine the caller just gave this info with out more detail. I was lucky to find it (eventualy) took some searching, but it was a leathal situation due to road subsidance then. Most of the time these are no real danger, just some maintenece needs to be carried out but better safe than sorry.
But it does seem the concept of reporting problem on plant which has nothing to do with your own line is a completley alien concept to some isp's
