Worried about parents. Please help!

my parents phone has had a fault on it since september 16. Bt has logged the fault and there is an announcement that there is a fault when you ring the number. my parents are pensioners and live in a village. i live abroad and rely on the phone to speak to them. i have emailed bt twice to ask when the phone will be fixed but have not had any reply to either emails. when i ring up bt, the automated line hangs up on me! even though i have dialled in my parents number, the automated line says because 'i am' calling from a non bt line ( yes i live abroad) that i would need to contact MY telephone service provider. which is ridiculous as this issue has nothing to do with them. i just want to know my oarents are ok. could someone at bt contact me (as i have requested twice now) to tell me when my oarents phone will be fixed, and also sort out the ridiculous cut off on the telephone. why have a number specifically for people calling from abroad, if you then cut them off saying if they are not calling from a bt line, you wont deal with them. Please help.

I have asked a moderator to provide assistance, they will post an invite on this thread.
They are the only BT employees on this forum.
Once you get a reply, if you click on their name, you will see a screen like this. Click on the link as shown below.
Please do not send them a personal message, as they may not be on duty for a long time, and your message will not be tracked properly.
For your own security, do not post any personal details, on this forum. That includes any tracking number you are give.
They will respond either by phone or e-mail within 5-6 working days.
Please use the tracked e-mail, to reply, not via the forum. Thanks
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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