I'm sorry to hear about the trouble with the homephone that you're even considering canceling the account.
I was able to check your records and from what I can tell, you have been assisted by our Engineering Team earlier. They have refreshed your connection to get the issue resolved. You agreed to a 24-hour monitoring to see if the phone issue has been resolved fully. Else, it will be progressed further.
Additional updates pertaining to this case will be communicated to you directly via SMS or phone call by one of our Engineers. If you have other concerns, please leave a message.