BSNL — Landline connection not working

Address:

Kolkata, West Bengal

My landline connection[protected] in the name of Mrs. Gail Manuk, is not working and the instrument provided does not work. You cannot dial, as some of the numbers do not work. I have been repeatedly asking the person who comes to restore the line to give me a brand new phone but he does not want to listen and insists on me using the instrument he has provided me with. He hints that if I can pay then he will be able to provide me with a brand new phone or my choice either display which will cost around Rs. 1200/- or the ordinary phone withing Rs. 1000/- I have refused to pay as BSNL is supposed to provide if the instrument is faulty.
I have two children, one being a heart patient and an old mother and very sick aunty. I am unable to keep in touch with them over the phone and they are unable to call me as the instrument does not work due to the numbers being defective on the phone.
I urge you to please take action and look into the matter urgently and restore my connection and please replace my faulty instrument with a new phone. Thank you.