Infinity Fault but BT say No?

Lost Infintiy this evening for about 3 hours, did the usual things like rebooting the router etc but all I got was the flashing DSL light as it's trying unsucessfully to connect.
Went to "report a fault" online only to be told there is no fault? and how do you connect to the internet type stuff.Only this time I'm using the laptops in-built wireless adapter to connect to BT Wi-Fi so the previous question didn't apply, so tried on of the BT phone lines with the recorded voice telling me there are no faults in your area, except a national webpage not loading problem,again not my type of fault.
Tried the tech assistance option but I knew from previous dealings the conversation this goes around in circles from here to India just repeating the options I already tried.So it seems the only option left available was to use the BT email fault reporting facility where at first glance no option or my problem was applicable, nevertheless I persued an option.
Glancing at the modem I noticed the DSL light was lit on the router so all's been well since 22.30.
Question; why is it so difficult to report a simple loss of Infinity service to BT?    

Is it possible that the property is so new it does not appear on the BTW database yet ?
Just might be worth contacting the Superfast Essex website.
Essex County Council has signed a deal with BT to extend fibre broadband to around 87% of Essex by the end of summer 2016.
This means that Essex will fall significantly behind the original target in Essex of 90% of premises gaining access to superfast speeds by 2015.
Essex County Council is committing £6.46m to the project, with another £6.46m coming from BDUK. BT will contribute £11.7m. The very first premises are expected to be upgraded by June 2014.  A very high % for BT !
Best regards,
dfenceman

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