Thanks for your assistance Keith, I have sent a message directly to the Moderators.
Sorry I could not be more help, its probably in internal system issue, where part of an order has not closed properly. Its usually done by robotic systems, and if it fails, you get the "exception", which needs a real human to sort out
One of the moderation team will look at this for you, once your request reaches the top of the queue. It may be longer than the 48 hours in the auto confirmation, as they do get quite busy at times.
So I've just received a call from BT stating I now need to wait until the 18th for an update. This is after being told yesterday the 12th.
This is going down as the worst customer service I have ever received. Appalling.
Just to add, David the Moderator of this thread and now my case manager has been fantatsic. Slight contradiction to the above post, but the communication between teams does leave a little to be desired.