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Is it still engaged with everything unplugged including any modem or router?
You will only have to pay if its something within your boundary.
It sounds like an external line fault, probably a short circuit. I am surprised that the line test did not show it up, but it may see it as a busy condition.
All you can do is to report it online, and request a visit, it may give you an option of a free divert of incoming calls to your mobile.
booked an engineer for tomorrow, I cant see how it can be anything inside the house, we have been on holiday so nothing has changed
According to the Live Chat Help
"the fault was outside with the wiring and joints."