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.
We offer the below self help through BT.com. Can you check it for me and let me know if it helps you?
Alternatively, if you still have issues, you can reach the moderators by clicking on my user name and then on contact the mods. Make sure you have Full view mode on instead of Mobile view.