I have asked a moderator to provide assistance, they will post an invite on this thread.
They are the only BT employees on this forum, and are based in the UK.
From what I can recall, I was browsing for the best deals through uswitch. I then clicked through to BT and ordered direct.
I think its not tracked properly. This is what a moderator has posted about before.
This can happen for a number of reasons such as having multiple windows open when placing your order.
They may be able to help.
I browsed and ordered through my mobile device and I know this leaves windows open so perhaps that is the problem. Hopefully they will be able to track and all will be well.
I will keep an eye on this thread to make sure one of the moderators can advise.