BT are another bunch of muppets for sure,most of there call centres are in India and i cannot understand a word they say and they will not give me the number of a UK call centre,bloody racist that is.
I really do sympathise with you as not being able to use the net is like having a divorce from Mrs.Go ogle.They have let me down in the past on more than one occasion and to date they have never rung back on any problem despite there promises.
I have a brand new wi-fi printer here that they sent on a promotion about 5 years ago but never bothered to pick it up as i did not want it and told them so.