I am also having a similar issue.
I have placed an order to migrate from sky to BT TV, broadband and telephone.
On the 28th of October BT has activated my phone line and cancelled my internet order due to an issue of the line. Since then I had no updates no the next steps.
So I have rang and cancelled the BT.
Now the BT is saying that the cancellation is stuck in their system so they cannot cancel the order. They keep asking to phone back in 48 hours.
I have no idea on how to resolve this issue. So far there is no broadband order and I only have a BT phone line which I don't use.
As BT cannot provide broadband, cancellation has agreed to cancel this account. Please can someone help me to cancel this account as it's stuck with BT systems. Is there a way to escalate this issue to the so called offline team?