This doesn't help but BT are f'in useless. every time I have any dealings with them ( and I've had a few recently , with moving house) they are really really crap. Nothing, and I mean nothing ever happens at the time they promise, and it takes days of chasing through call centre staff who read off scripts and have no product or technical knowledge to get anything done. The worst customer experience ever.
Doesn't help you , other than to know you aren't alone, and to just keep on at them.