My mother's having a nightmare with BT today (and over the weekend) and after multiple conversations and hanging on and having to call back, has eventually been told their call centre in India has gone down and no-one can get hold of them.
Just wondered if anyone else is having problems and has heard the same thing?
If the problem is intermittent, and she has some service, she could perform some diagnostic tests herself using this website. I know this isn't ideal but if your DM can't get through to anyone to help, this may help in the short term.
I am also certain that "big BT" will have some pretty stringent SLAs in place with their contact centre so I doubt it'll be out of contact for long. It may be worth trying again shortly.