There may be a technical problem so best to try again tomorrow (if you haven't tried before today that is). If you still get no joy ask Live Chat for advice - they are usually more sensible than the telephone helpdesk.
Although the mods oversee the forum they do not necessarily pick up on every post. Best to fill out the form here: Contact BT Care Team. They are usually very busy and may take a few days to respond but will be able to sort this out for you.