ANGRY CUSTOMER - Line problems

Question

I have had crackle problems on my line for many years. It is usually corrosion in the line box just outside my property. An engineer repairs but it only lasts for 6 to 12 months and is back again. It is getting more frequent - my current fault is the third since December 09.
I usually wait until it becomes permanent before reporting it as otherwise it is not there when an engineer visits. My current problem started a few weeks ago. On 28/8 a friend rang and said he had rung a number of times but kept getting a recorded message "Sorry there is a fault on the line" or words to that effect. He rang BT who tested my line and said there was no fault. He then tried again and got through. I noticed there was only a short ring. After the call I rang my number from my Talk number and there was only a short ring and the call was answered without a phone being picked up. I reported the fault on 31/8 after the Bank holiday - got an Indian call centre. The operator tested the line and rang me back on my mobile and said the test results showed a fault in the exchange. She said it would be repaired by 3/9. I requested text updates to my mobile. I received a text stating it would be fixed by 1/9. On 1/9 I received a text stating it will take a bit longer and I would have an update soon.
After I reported the fault the online fault site showed the fault as being reported on 28/8, exchange fault, and an expected REPAIR date of 1/9. This later changed to a network fault. It looks as though the report date and time was when my friend reported a problem on 28/8 and not when I reported it on
On the morning of 3/9 I rang my number from my Talk number and was very surprised it was answered - it had gone to someone's mobile - I did not know the person and had not authorised my calls to be diverted. I rang 151 - got UK call centre this time - and first asked why I had a text stating a fix date of 1/9, and same date online, but operator had said fix by 3/9. Had some waffle about 1/9 was commitment and 3/9 was fix date. I also complained about my calls being diverted to the mobile of someone I had no connection with. It appears that the Indian call centre operator had entered my mobile number for text updates and also, without my authority or request had put call diversion on but made a mistake on one digit of my mobile number.
My current situation is that the fault is still not fixed, and I have had no further text updates - I am in limbo. I also consider BT committed an illegal act in diverting my private calls to a third party unknown to me and without authorisation.
I request the help of a moderator to help me out here.
Peter
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Answer 1

BT have a policy where they have to pick up faults by a certain time. They don't have a service level agreement on the actual time it takes to fix a fault. They just have to touch it within a certain time. This probably explains the difference between the dates that you were quoted. The advisor that initially raised the fault should probably have explained that to you.
As far as the illegal act goes, it just seems like a genuine mistake to me. You can probably seek legal advice regarding the actions if you wish, but I doubt it would get very far. It doesn't sound like the divert was done for malicious reasons. You said yourself, when people tried to ring you, they were getting a message saying there was a fault. BT should definitely have asked you whether you wanted your calls diverted before going ahead and doing it, but it just seems like they were trying to give you an uninterrupted service so you didn't miss any calls. the wrong digit thing was clearly an advisor error.
When BT diverts your calls due to a fault, it is them that pays for the diverted part of the call.