For future reference, you can test your line yourself and raise phone faults to BT directly by going to
https://www.plus.net/my-account/tools/phone-troubleshooter/
(You'll need to be logged into the Member Centre first, and it'll only raise a fault if an external fault is detected)
I do appreciate that it isn't much help now, though. I hope it doesn't take long for the fault to be resolved.
This is my personal Community Forum account to help out around these parts while I'm at home. If I'm posting from the 1st March 2020, this means I'm off-duty with no access to internal systems.
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