Hosting renewal failure

I am a residential user and use BTdomains for my own domain name registration,  This has been no problem and have renewed and paid without issues for several years.  I also have a website, hosted through BTdomains using the "home starter" package and have renewed without problems for a fixed fee. Despite not having updated the website for the past 3-4 years, I wish tio keep it going.
However, I have hit a BT problem merry go round.
Following their reminder to renew.  I go to the btdomains webiste as instructed tick the box to renew hosting, fill in all the card details and place the order - only to get a reply Invalid address city is required. I retype my "city" as my postal town and it still fails with teh same injunction. 
This looks very much like a default indicator that the service is actually no longer availalble but if so why does it not say this explicitly and as BT have actually invited me to renew will they not let me pay as I have done on several previous occassions????
I have raised a query via email - to which the BT reply is sorry we do not provide telephone support ( WHICH WAS NOT WHAT I NEEDED OR WANTED).  48 hours ago, a second attempt to get a more constructive (email) reply evoked the response sorry we do not provide telephone support but we will ask our technicians to check the renewal page in case there is a problem.  I have checked again this am and again it fails so either their technicians have not found the problem or they have not looked at it yet
When I query this through BT help, I also seem to be pointed in the direction of the BT business webiste which talks about domains and hosting for business users at substantially higher monthly fees but has nothing about residentail users. 
So here I am on the BT Care forum, can anybody please  help point me to the right place in the morass of BT help/customer care etc. Do others use BT hosting and have they had problesm renewing?
Solved!
Go to Solution.

As it turns out this was a software glitch at BT renewals - the payment form address boxes were not functioning correctly but it took more than a few days for the problem to be addressed by BT IT.
It also transpired that I had to communicate with BT Support using my underlying BT address and not my personal domain address which I had set as a default for outgoing Outlook email (hence the "we cannot provide telephone support "nature of their initial replies?)
A simple problem turned into a frustrating and aggravating saga because it is difficult to find the right BT person to talk to - but all sorted now and I have renewed the hosting. 

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