Cannot make or receive calls, divert not working!

New to this forum (hello!) but am at my wits end with BT customer care!
My mother is elderly and lives alone, a working phone line is very important to her. She finds a mobile very difficult to use so her BT landline is rucial She has limited hearing and has a special amplified handset.
A few weeks ago, her line became impossibly noisy with static and crackling. An engineer came and has since fixed the problem.
Since Monday she has not been able to make or receive calls at all - the phone is crackling and sounds like it has been left 'off the hook' if that mankes sense! I have unplugged all her handsets, tried my own phone (which I know works fine) plus a corded phone in all sockets. Still the same problem. So I called the fault line and spoke to someone in a call centre, booked an engineer for this Friday, got told about he charges etc etc.
The main problem is although her phone is set to divert to my mobile now, if you call her number, it goes straight to voicemail 1571 and not through to me. I have called back the fault line, got another script reader in "customer services" (no help at all) and cannot get anyone to help me!!!
Can anyone offer any advice?? I have spent hours trying to fix this for her and she is getting increasingly panicked by not having a phone she can use. Can anyone help???

Hi
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 the only BT presence here are the forum moderators
If you want to say thanks for a helpful answer,please click on the Ratings star on the left-hand side If the reply answers your question then please mark as ’Mark as Accepted Solution’

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