Merging Broadband account - at the absolute end of...

Please help me speak to someone who can DO something. I'll try to keep this long & complicated story brief and hopefully as accurate as I can.
Last month I got notification (first ever in 7 years) that I was using up my Broadband allowance. I also got a notification I had moved to BT Total Broadband. Following a 2nd notification, this time of OVERUSE of BB I became concerned and followed the advice in one of the emails to set up an account to use BB Monitor.
Unfortunately the BB Monitor did not show on my account. So on 9th Aug, after advisor 'chat' I was called back by a very helpful lady who advised I had two accounts - broadband being under old BT Yahoo. The solution would be to merge my old Yahoo account (which apparently has no account number) with my phone account (which has). Not only that but the lady kindly offered to reduce my monthly Broadband bill AND give me six months initial free broadband once the accounts had been merged. This would all be done within 48 hours and I would be contacted by the 'Offline?' team - WOW what a deal I was very pleased.
However other than an automated message to say I had set up paper free billing I heard nothing. So on the 15th I spoke to another advisor who confirmed that the above conversation had taken place. Got cut off after 7/8 minute wait for him to transfer me to another dept (Offline?).
Tried the chat again. Transferred. Had to leave as I had been on phone and chat 45 Mins as I expalined I would have to.  Asked for a call back.
Nothing.
Tried chat again on my return and went through it all again. From the transcript:
Oindiria Mitra 'I will raise your case now and it will be done on a priority basis within the next 24 hours for you.'
Nothing happened within 24 hours.
16th - I called again and used the callback facility. I was phoned almost immediately back by I** J***** who could see there were problems, but said he would OWN THE PROBLEM, gave me his name for assurance, and that if I left it until Monday hopefully the problem would resolve (fault on line or something was stopping the merge) but he would call me back at 10.00 AM on Monday and action it himself.
No call back received at the agreed time.
20th - Called again 11.25 am. Many apologies given and I was assured that Chester would get this actioned WITHIN 5 WORKING DAYS.
The final straw - I explained this was totally unacceptable and he said it would be escalated and he would explain I needed a call back ASAP.
As of now I wait and feel totally at the mercy of of BT's customer service team. I don't know where I stand with regards to BB usage or when this changes are going to be made. No one seems to actually do anything.
Solved!
Go to Solution.

Now then. Everything went pretty well with Donna as my contact who called me when she said she would and got things done. I was however expecting a final call from her but it never came.
As I had a couple of further queries I emailed her on the address I understood would get to her but I was called (admittedly quickly) by someone who certainly did not appear to be part of the UK based team and who immediately wanted to transfer me to Yahoo or someone and could not seem to understand that Donna was my contact. I felt I was getting a run-around again and said as much.
Do I need to contact the team again or is this thread monitored by my contact at the UK team? The problem now is an intermittently very noisy phone line with the internet connection often dropping when the phone is used at these times. Changed filter to no avail and some days the problem goes away. Have had this problem before over the years with BT but it seems far worse since my account was merged. I don't know if it's a coincidence or what - hence my need to talk to someone about it.

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