BT won't connect our tenant

HI - hoping someone can help.  My husband & I rent out the flat my husband used to live in before we met.  He had a landline in there that was supplied by NTL as was.  A new tenant has just moved in to the flat & he works from home a lot and is tied into an agreement with BT, so needs them to connect him at the flat.  They were there today and told him they couldn't do it as there was another provider still on the line. 
Our agent contacted some of the previous tenants who all said they'd used mobile phones only, but we know that one of them must have installed cable or something as there is a big black wire coming in to where the TV is that wasn't installed when my husband lived there.
BT won't tell the new tenant who the other provider is.  Their suggestion is charging the new tenant over £100 to install another line. We phoned Virgin Media who confirmed that my husband's NTL account was cancelled when he moved out over 3 years ago. 
Does anyone have any idea how we can get the line released so our tenant can get a phone & broadband asap?
Thanks in advance!

try this
http://bt.custhelp.com/app/contact_email/c/4951
If any post helps tick the star box on the left
Just cause Im paranoid dont mean they are not out to get me

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