Hi there @MrsBokko
Welcome back to our Community and thanks for your post - I was sorry to understand that you have has some issues with your landline and that you have had some issues getting updates on what is happening.
From locating your account I can see that some external cabling work needs to be completed; unfortunately during the last visit it was not able to be done in full and it requires another type of technician to attend.
Unfortunately due to the nature of the issue, even if we added Call Divert to your line, you would be unable to activate this as it can only be done from the landline. The same would go for upgrading your voicemail; in order to remote access, it has to be first activated from the landline. I can only apologise.
What I can do for you is escalate your issue and contact the Area Manager to see if we can get an update for you on what is exactly needed and when this may be going ahead. Once I have an update, I will be sure to post back to the thread - if needed, I will pop you a Private Message so we can chat freely. I will also update your account and complaint for you.
Thanks for your ongoing patience.