I am sorry to see you are having problems
I suggest you contact the forum mods they should be able to get this problem sorted for you this is a link to them http://bt.custhelp.com/app/contact_email/c/4951
They normally reply by email or phone directly to you within 3 working days they will take personal ownership of your problem until resolved and will keep you informed of progress
They are a UK based BT specialist team who have a good record at getting problems solved
This is a customer to customer self help forum posts made here do not go directlytoBT
The only BT presence here are the forum moderators
I don't believe the helpdesk can prioritise repairs. Anyone with a fault is likely to regard their own case as urgent, and I daresay the helpdesk gets all manner of reasons, real and fabricated, why individuals should give priority. So I would take any assurance with a pinch of salt.
Having said that, there is a Free Priority Fault Repair Scheme for vulnerable people. If you can get your father signed up for that you should be able to rely on genuine priority in the event of any future problems.
Meanwhile, john's advice is the best for the current issue.
I was in a similar situation with my disabled mother not having a phone line.
It makes absoultely no difference to BT. Their Customer Service will literally lie to you over and over and over again - promising calls to reassure your relative (which they won't follow through on).
You just have to keep pounding at them over and over again till you eventually get someone who can do something (rare). Like as soon as you've hung up with Customer Service call back immediately and see if what the person just told you is actually being done or is just an outright lie (90% of what they say will be the latter).
Post messages on here, write the mods and post to BT's Twitter about how they are treating an elderly vulnerable person. Keep pounding away and eventually (it will take a while) something will get done - this is the only way to get BT to do ANYTHING.
Good news! Thanks for letting us know.
The actual Openreach/BT engineers are usually very good eggs. Always ready to get stuff sorted. Unfortnately they're controlled by BT, which means that they're stuck in the seventh circle of hell...