Trying to sign up with BT - Failing miserably, ple...

Question

Hi all,
I live in a houseshare and the housemate that had the BT contract, left today and cancelled the service. I was aware, so on the 28th Feb I went online to sign up for a brand new account. Made a new login, and went through the stages for the unlimited broadband option. As it happens, during the sign up I was told that BT infinity was available in my area. So I signed up for it all, (with the Sainsbury's voucher), and that was that.
The two days later (1st March) I received a call from the BT backoffice saying that the order was paused because their machines had bad information and Infinity was actually not in my area.
I rang up and spoke to someone who then profusely apologised and said they could switch me to the normal broadband service, but I would lose the £50 Sainsbury's voucher!!! She said, OR she would cancel it and I could just sign up online all over again.
So, I said, fine do that. She said I had to wait 24 hours for the cancellation to become effective. I waited and logged in yesterday and alas, the order was still showing under the tracking section. I called again and they said they could see the cancellation but the system had a "bug" that day and it would be gone by this morning.
I waited again and alas, the system STILL shows my order. I called again, and the lady on the phone said the order is definitely cancelled but had no understanding of why it still showed online. She said, just *try* and sign up online again with the existing account and see if it works. However I don't want multiple orders going on all at once. Should I do what she said and just start another order in my new login despite the old one still showing online?
What's more - now my housemate has left and the line was cut off yesterday. There's still a dial tone but nothing happens if I make calls from it. When I signed up I put in the number that was there before, but now it's gone, do I have to request a new line even though there's one physically already there? On the BT system only the house number comes up but there's two flats so it all seems a bit ambiguous.
Can someone please advise.

Answer 1

If you would like to contact one of the UK based BT Care Team who moderate this forum, they should be able to help you
sort this out.
They can be contacted using this link BT Care Team
They normally respond by phone or e-mail, within three working days, however you should get an immediate e-mail confirmation, with a tracking number.
There are some useful help pages here, for BT Broadband customers only, on my personal website.
BT Broadband customers - help with broadband, WiFi, networking, e-mail and phones.