Transfer of linked email account from closed BT br...

My wife linked her BTinternet email address with her BT broadband account. Subsequently she closed her BT broadband account when she moved house to live with me. She now wants to retain her BTinternet mail account without paying for Prermium Mail by linking her email account to my BTbroadband account.  We have tried to do this using the linking facility provided by BT. In each case we have been told that the linking will occur within 24 hours but it has not.  Now that she has paid her final bill on her own BT account, she has lost access to her email account.
How do we link her email account to my broadband account so that she can regain access to her emails? Please don't tell me to use the https://www.productsandservices.bt.com/consumer/ed​w/email-migration/ facility as it doesn't work!
We have tried the BT Help Desk on several occasions but despite their promises they have not mangaed the transfer.
Solved!
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gg30340 wrote:
At present the moderators are taking up to five working days to get to requests for help once they are in their work stack. They deal with everything on a first come first serve basis. They will take ownership of your problem and contact you personally by either email or phone once they get to you in the queue.
In that case is it too much to ask that they modify the autoreply to say that, instead of promising an answer within 24 hours, 48 hrs at the outside? Shouldn't take someone more than a few seconds, but it would save a LOT of hassle for a LOT of customers?
According to a post above the autoreply wrongly says:"Thanks for getting in touch. We just want you to know that we've got your e-mail. This is an auto response, so you don't need to reply. Our aim is to get back to you in 24 hrs. But at busier times, it could take us up to 48 hrs. Either way, don't worry we'll be in touch. Your reference number is **. Best wishes, Forum Moderation Team"
Why disappoint people needlessly?

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