My vulnerable disabled Mum's phone is down. Tried to called up and gave up waiting - eventually had to resort to chat and spoke to gentleman from India (I think). He reassured me she would be a priority case.
Now day 3 and still not working - and I am pretty sure this all resulted from an Openreach engineer fixing a neighbours Broadband - I happened to be there (normally I am 200 miles away) and I noticed the van arrive and my Mum's Broadband dropping out - had a nice word with him to explain this - response was not him call BT.
Been with BT for over 10 years and some, in various places - my experience has been that the Openreach engineer fixes a line by taking someone elses away.