I have moved your post to this new thread, so you can get personal help from the community or moderators, so please watch this thread for updates.
I have asked a moderator to provide assistance, they will post an invite on this thread.
They are the only BT employees on this forum, and are based in the UK.
If you haven't tried the following already can you do it for me please?
If you need our help with it you can reach us through the contact the mods section under my profile. Remember to change your view from mobile to full view before completing it.
Thanks in advance
Once my team picks up your case we'll get in touch and do our best to help you.
If you want us to go ahead and cancel it we will of course do that for you.