Reading one or 2 other forums, some non-BT customers are clearly having issues setting up their FTTC modem to router configuration - particularly, when they are using their own router which may not be well understood by their ISP. One or 2 posters have said that the 'engineer' is coming back to check the FTTC modem. If the modem is found to be serviceable then I assume that the customer will pay for the 'call out' - or is there a way that OR/BT can test FTTC modems remotely? The only customer advice that I can find on testing FTTC modems is on the AAISP site which suggests a direct modem connection to a PC/Mac.
How to create a direct PPPoE connection http://www.idnetters.co.uk/forums/index.php/topic,1904.msg610432.html#msg610432
The point that I was making is that ISPs are understandably keen to protect customers from call out charges by insisting that ADSL customers test from the 'test socket'. I do not see quite as much advice about ruling out router issues by suggesting a FTTC modem/line test directly from the modem to PC.
That is probably because most customers will use the provided router to terminate the Ethernet feed from the modem, it is thus considered a managed solution.