My phone line is dead!!!!

[#1]

Hello, we have two phone lines in our house, one is set up already with plusnet broadband, username "<removed>"
We recently ordered broadband and a phone line to be set up on the second unused phone line with the username "<removed>l"
We specifically asked for plusnet not to touch the phone line currently in use (<removed>) and to just reconnect the line that wasn't being used. But today our phone has stopped working. It has no dial tone, nothing!
I am now worried the BT engineer has messed with the line <removed>
Due to not being able to phone your helpline directly I would like this matter dealt with immediately.
[Moderator's note by Jim (Oldjim)  Phone numbers and usernames removed but I have copied the whole post onto the hidden board where staff can see it but not Google etc.]

[#2]

You should not quote your phone number, you are asking for trouble doing that

[#3]

It is unlikely that this will be picked up until Monday - if you have a mobile you could phone them using this number which wouldn't cost the earth 0114 296 5198

[#4]

Quote from: pierre_pierre

You should not quote your phone number, you are asking for trouble doing that

I didn't think, but thanks for the advice, could a mod please censor my number please.

Quote from: Oldjim

It is unlikely that this will be picked up until Monday - if you have a mobile you could phone them using this number which wouldn't cost the earth 0114 296 5198

That is not good, hopefully my broadband won't be affected.
I have NEVER had a problem with Plusnet, it would be a shame to ruin that perfect record.

[#5]

Sorry about the late reply. Both lines are currently showing as active which means our order on the second line had no direct influence on your existing line.
It's quite possible that there was an indirect effect, e.g. the engineer pulled out the wrong cable but this needs to be treated as a telephone fault by your telephone provider. I can see that this was raised on the 7th so hopefully you'll be back up and running soon.