Pulse dialling only !! Help please

Hello, I am about at the end of my tether.....I have moved into a new build property and have a BT home hub. For some reason which is beyond my comprehension I am unable to dial out unless I set my phone to 'pulse' dialling instead of 'tone'
This means that all of the automated answering services drive me mad as I cant use them...I have to listen to the press one for this, press two for that for ages before they might just connect me to a person.
The phone works perfectly in another house so to my mind it is a problem within my property.
I have followed the troubleshooting guide which tells me what to do to check an outside connector - all up to the retest the line which I cant as the phone is completely dead.
I have lost patience with trying to explain to someone at BT - I'm not sure if I am not explaining properly or they just dont understand..... Surely a new property should be able to use tone dialling ????

It it could be caused by a faulty line card in the telephone exchange.
BT should be able to arrange to have the line checked at the exchange by an Openreach frames technician.
If a fault is detected, they should be able to move your line to a different piece of equipment.
Report the fault as "unable to dial out", do not mention that it works on pulse dial, as many of the fault reception people will not understand what you mean. Pulse dialling is a legacy system and not always understood !
There are some useful help pages here, for BT Broadband customers only, on my personal website.
BT Broadband customers - help with broadband, WiFi, networking, e-mail and phones.

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