I have almost the same problem as you constant phone calls and chat to bt only to receive empty promises that I would receive it in few days. I have to believe it’s all a con to get customers to renew contract. I too have made a complaint but don’t hold out much hope I intend to get advice from trading standards next because it is obviously false advertising and if I can get out of the contract I will to go to another provider .
@Why1 Thanks for posting, I'm really sorry to see you're having problems claiming your Amazon Echo. I'll send you a private message in a moment so you can send over your details to the Mod team and we'll be happy to chase this up for you.