Person failed to report an issue for months and then failed to keep any correspondence about the fault once they had reported. I also fail to see how a switch from analogue to digital voice, which requires no network intervention, could have resulted in a cable being damaged that requires major works to restore.

Suspect this is a tit for tat situation between BT and this customer where BT have failed to activate the digital voice and the customer has failed to chase it up and there’s no actual network fault at all.