No sure why the gender of the customer service representative needs mentioning or why you put that in capitals
….what type of service do you have , BT broadband and BT phone , if so , is it DV ( Digital Voice ) or legacy PSTN telephony ( so basically is the phone connected to the router phone socket , or connected to the socket on the wall ) ….if BT phone only so no broadband , obviously you will be connected to the wall socket .
A line test doesn’t not consist of calling the phone number and listening to ringtone, ringing current ( that’s what makes your phone instrument make a noise ) and ringing tone ( what the caller hears ) are not the same thing at all …..so although attempting to call you is a reasonable thing to try , it ‘proves’ little and if the line were tested , that’s a technical function, not simply a call attempt.
If you called to report a problem, then given it’s almost certainly going to be Openreach dispatched to investigate so it ridiculous to suggest BT haven’t passed the fault report on , unless of course the call went something like , your line tests ok , I get ringtone when I call your number , are you sure your phone is working correctly ( that’s a reasonable question ) , if you said my phone is fine send an engineer that’s what woukd happen , if you said let me check and I’ll get back to you , but never did call back then you never raised a fault report , you are ( obviously ) at liberty to call your provider again ( presumably that’s BT otherwise why post on here ) and report you issue again .
