I am assuming that it is a line fault which has caused a failure of the telephone service and, as a consequence, has also resulted in the broadband service failure.
You mention
Infinity as your broadband service. Putting all of the information together allows us to deduce that the defect is in the D-side cabling, between the PCP and your home.
If I was in your situation I would compose a concise e-mail message, with all the pertinent facts and send it to --
Ian.Livingston@bt.com
That will set the
Executive Level Complaints procedure in progress and you should then be contacted by a named person who will take 'ownership' of the situation until it is resolved.
The other thing I would do is to open an on-line fault report for the failure of the telephone service --
https://www.bt.com/consumerFaultTracking/public/faults/reporting.do?pageId=21Obviously you will need to avail yourself of some other means of Internet access to do so . . . a neighbour or Public Library, perhaps?