I am sorry to see you are having problems with your BT Service
I suggest you contact live chat at this link they should be able to help you
If you have your Internet via your phone line, beware! When I did this, because it was a change of surname, BT closed the internet connection. My ISP opened it again but I was charged a total of (£25+£65) £90 for the privelige. They promised a refund but it hasn't happened yet.
In a way I have the same problem with my telephone account as the bills come through my letterbox with my father's initials although all the DD's are paid in my name. I think that I will keep it that way for fear of upsetting the Apple cart and causing all sorts of problems. It has been like this since 1975!!