I'm really sorry to learn about the problems with your phone line at the moment, it's not something we want you to experience at all.
I've been able to locate your account and can see you've got an engineer appointment organised, which is great news. I'm sorry we're not able to get you an appointment sooner, although I'm confident the team will be able to put this right on the day.
If you need any assistance moving forward, you know where to find me. I'd love to hear how the appointment goes, massive apologies again for the inconvenience this is causing.
I can understand where you're coming from, if we get a number of reports from a certain area then we'll investigate the issue before arranging for individual engineers so it's either a case of there not being a number or reports, or those reports have come back to find individual issues.
Either way, I'm confident that an engineer coming to take a closer look will only help us get this resolved sooner. I'm sorry again for the inconvenience it's causing you.