Can't activate existing line

Question

Hello,
I am moving into a property on the 21st of December. I ordered a BT phone line and infinity on the 11th December to be installed on the 24th Dec. I know the person personally who is moving out who also cancelled their BT line their on the 11th December. Everything went though fine. Days later I got a call from BT who told me that the line would not be released until the 24 January so my order had to be rejected.
Is this normal pratice to be stuck for so line without a phone line even though the other person has vacated the property and cancelled their line? Even with a months notice that only takes you up till the 11th Jan.
I have had mixed responses from BT. One call center telling me there is nothing they can do the other (once escalated) saying that there is a 'strange' issue with their system they have not seen before. However I can't get in touch with the people who say the latter again.
Is there anyone I can escalate this to as it seems a real shame I have to wait so long purely because something is stuck in the system.
Thanks

Answer 1

Once the Forum Mods have read your post they will post an invite here once you reply to them they will take personal ownership of the problem until resolved.
Do not send them a Personal Message as this is the incorrect contact method and cannot be properly tracked also the mod contacted may not be on shift for sometime and this will delay your help
The forum mods normally reply within 3/5 working days after you have contacted them
They will contact you personally by email or phone  
If you want to say thanks for a helpful answer,please click on the Ratings star on the left-hand side If the reply answers your question then please mark as ’Mark as Accepted Solution’