Welcome to this user forum.
Is the fault with your phone line, or is just your broadband?
The engineers are from Openreach, not BT Retail. Openreach deal with most providers, not just BT Retail.
Its worth just doing a quick check on the landline first, as that is the cause of most problems.
Is there any noise on your phone calls? Dial 17070 and select option 2, there should be no noise between the announcements.
If there is no dial tone, did you report a landline fault or a broadband fault?
Which BT Home hub are you using?
@Shaz5555 I'm really sorry about the problem with your broadband and the delay getting this sorted. Please post back on Thursday to let us know how the engineer visit goes.
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Hi Keith, thank you for taking an interest done the phone test option 2 and it is silent. I have the new Hub 6? It worked fine until the broadband was changed to a faster option..it hasn’t worked since?
What lights are showing on the home hub 6?
When you did the 17070 test, was the phone number that was read out, your phone number?
Did you check the phone number was correct?
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What does your master socket look like?