Welcome to our Community Forums! Thank you for your first post, and for getting in touch with us. I'm sorry to hear that you're experiencing some issues with your Emergency Back-Up Line.
We understand that this is quite a serious issue and we're more than happy to have someone sent over to look into this for you. Before I can do this, however, I will send you a Private Message. You will be able to see a purple envelope at the top right corner of your Forum page, so please keep an eye out for this.