No response and no repairs done

I reported a fault on the 31 July 2015 and I wish to escalate it. I have been to the website to escalate the complaint but the Reference number block won't accept letters, only numbers. I have phoned the call centre numerous times without success. ***. <br> In an effort to maintain service to our customers we diverted the affected line to the only other working line. Now this line has also ceased working. Reported the fault. ***. Trying to escalate any thing is impossible. Every time I try I get the usual \we will contact you".<br> The lack of service is truly shocking and so disappointing.<br> <br> Please"