this is a customer help customer forum and your pots do not go to BT
I have asked a mod, only BT employees on forum, to try and update you and they will post a contact us link
After completing the email NOT PM then you join a queue of other customers waiting for mod help. The mods will get back to you in 3/5 working days either by phone or email
Welcome to the forum.
Send us an email using the contact the mods link in my profile, it will ask you for the information we need to help further investigate this case.