<p>See our <a href="https://www.bt.com/help/broadband/bt-cloud/getting-set-up/download-or-access-files/how-do-i-download-files--folders-and-devices-from-bt-cloud-">help page</a> for further information.</p>
My problem turned out to be that the line was incorrectly wired at the exchange, it was checked 2-3 times before the miss-wire was spotted - have Openreach confirmed that all is ok ?