New line delayed due to debt?

I've emailed the main BT address but it says they're busy and it might take 10 days to reply so I'm trying this forum!
I ordered a new line for my new flat on August 22nd. A few days later I got a letter telling me to contact what I figured was the credit referral team. This seemed strange to me as I wasn't aware of any debt. I called them, which was not easy for me as I have a mental health condition that makes such calls very difficult and prefer to deal with finances online and by email. The person I spoke to had a very strong accent that I struggled to understand. All I could really pick out was that there was a debt of £250 that needed to be cleared. She couldn't tell me how or why, not that I could hear. So a couple of days later I tried BT chat help. The person was very helpful and contacted the referral team on my behalf. They said the debt is in the name of my former flatmate and I am being refused service because I was financially associated with him. Again they said if it's cleared I can go ahead. So I let him know and he spoke to BT. Apparently they claim he has no such debt. Now I am very confused. I tried to ring the credit referral team again but every person who answered had another difficult to follow accent and my anxiety levels have sky-rocketed with all this. I just want to know for sure exactly what is going on so I can get to the bottom of it and get my phone line. I work from home and really need the internet ASAP.
Any ideas?

Hi Franzi,
Welcome to the forum and thanks for posting!
I'm sorry for the confusion.  Send us over your details and we'll check this out from here.  Click on my username and under the "about me" section you'll see the link to get in touch with us.
Cheers,
Robbie
BTCare Community Mod
If we have asked you to email us with your details, please make sure you are logged in to the forum, otherwise you will not be able to see our ‘Contact Us’ link within our profiles.
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    If we have asked you to email us with your details, please make sure you are logged in to the forum, otherwise you will not be able to see our ‘Contact Us’ link within our profiles.
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    If we have asked you to email us with your details, please make sure you are logged in to the forum, otherwise you will not be able to see our ‘Contact Us’ link within our profiles.
    We are sorry that we are unable to deal with service/account queries via the private message(PM) function so please don't PM your account info, we need to deal with this via our email account :-)
    If someone answers your question correctly please let other members know by clicking on ’Mark as Accepted Solution’.

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    If we have asked you to email us with your details, please make sure you are logged in to the forum, otherwise you will not be able to see our ‘Contact Us’ link within our profiles.
    We are sorry that we are unable to deal with service/account queries via the private message(PM) function so please don't PM your account info, we need to deal with this via our email account :-)

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