I have had the exact same problem absolutely useless had 4 days of work endless phone calls cost me a small fortune, Promised line on 12 th December free if i signed up for bt TV and broadband and now want £850 pounds before connecting they rang me today and cancelled order cost me around £500 pounds for nothing now lost the will to live.. 1st Feb 16 now but did actually speak to someone who could speak English still no hope though !!
Thanks for your post and welcome to the community!
Sorry for all these problems you're having! Can you send us over your details so that we can give you a hand from here? Click on my username here >> RobbieMac << and you'll see our contact link on the left hand side underneath my profile picture.