I live on a small island (Stronsay, Orkney UK) and a friend recently moved house on the island - from a small rented private house with BT phone/broadband to a council house whose previous occupant had BT phone/broadband.
She asked BT to transfer her phone & broadband from the old house to the new house on a particular date. The date arrived and my friend found that the phone/broadband at her old house had ceased to work (as expected). However, no dialtone when a phone was plugged into the master socket at the new house.
During a phone call to BT (India) she was informed that there was no line at the new house and an engineer would have to travel out to the island and install a new line. After several weeks of phone calls & emails (including submitting a video of the incoming BT phone line and a sworn statement from the previous occupants) BT said they would send out an engineer. The following week the BT engineer arrived and sorted out her phone/broadband.
But the story doesn't end there. So far my friend has had THREE visits from BT engineers to "install her new line" - these visits involve a 4 hours round trip on the ferry and represent a full day's work for the engineer even though there's nothing for him to do.