No dial tone

[#1]

I received an email and text message from plusnet saying that my phone line is working, but the phone line is dead, no dial tone. I've done all the basic stuff i.e. unplugging, changing phones...but nothing. 
How do I fix it?

Thanks.

[#2]

Sorry to hear it's not working.
Our tests have found a external fault which we've raised to our suppliers.
We'll get that fixed for you as soon as we can.