Automated Phoneline Checking Catch 22

Using BT Infinity Boardband and Telephone.
Only problem cannot receive incomming calls. To any caller the phone just keeps ringing.
Used internet based system to check line. It found no problem. I used test socket using a different phone and it still did not work.
Rang 151 but cannot talk to human being.  Forced to go through automated process of checking line. Told I will be called back but I know they cannot get through. Told if no call within 5mins ring 151 and select Update Option. There is no such option and am forced back through the whole process again. I could find no way of getting to talk to a person and after many attempts lied about wanting to upgrade and spoke instantly to a salesman. Apologised and explained what was happening. He told me to just say "fault" and that should get to a person. 
I am afraid it didn't HOW do I get to speak to a person?

try this link to phones live chat https://bt.custhelp.com/app/contact#h=eyJzdGVwMCI6ImNvbnRhY3RJdGVtTGluazU2MjciLCJzdGVwSWR4IjoxLCJzdG...
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  • Credit Check Per Line Item in Sales Order is Possible?

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