But if you are on an exchange "out in the sticks" no matter who your ISP is the actual people managing it is Openreach.
I had a problem with a VPN connection in that every time the phone rang the broadband ( and hence the VPN) dropped.My ISP (also my phone provider) sent a BT engineer round who tested the line and declared "no problem with the line",, but would recommend that the DSLAM in the exchange was changed.
VPN Still dropped
I forced my ISP to send round an Openreach Broadband engineer (and that was hard work as Openreach AUTOMATICALLY invoice the ISP for a BB engineer EVEN if they are in the wrong, so I had to agree that if no fault was found I'd pay for the visit.
I also sent a mail to the woman in charge of Openreach explaining that an engineer had said that he thought the DSLAM should be changed -- and received a reply telling me my ISP must own the problem, I further explained that IF the equipment in the exchange was changed neither I or my ISP would have any visibility of the change -- at which point she agreed to escalate it within Openreach in order to inform me.
To cut a long story short, after that escalation, an Openreach engineer came out on a Sunday and I overheard his conversation with the main BT Helpdesk. They told him there was a problem with the DSLAM -- that had ALWAYS existed--and the ONLY way to fix it was to replace it.
A couple of emails later, one to Openreach and one to my ISP and (magically, it was fixed the following Wednesday, new DSLAM so fixed for everyone who would want to use VPN on the exchange.
Fianl point is that Openreach STILL tried to invoice the ISP for the work they had done -- even though the equipment was faulty.
The ISP told them where to go.....