Welcome to our Community Forums and thanks for posting.
We do offer a priority fault repair for our customers who have a disability or are vulnerable. The service is available where a customer has no dial tone or cannot receive or make calls on the landline phone, or when experiencing a total loss of broadband connection with no access to the internet. For more info on our Accessibility and Vulnerability Policy see here
I will pop you a PM now so we can take some details and ensure the account is appropriately flagged 🙂