About a month ago, my phoneline went off.
Broadband still worked.
Registered a request.
Everntually got tired and tracked them down.
Their response was. "We haven't actioned this, because it might cost you money. So we waited until you rang us again, to ensure you really wanted it fixed."
The alternative was that I kept paying the direct debits, without having a phone.
I'm therefore of the opinion that they're lying.