Landline dead for 8 weeks

My dead landline was reported on 30 Nov 2017 and a reference 16CTZ301117 was given. This is still current when I report on their website or SMS. On top of this I have been billed for non-working line during January. The cherry on the cake is that about a week before 30 November it was repaired for the same problem and 3 days later it went dead. Electronic contact with standard automated replies pees me off and personal contact is impossible.