I am not familiar withBT but am curious as to whom they are.
By chance do you have any session id numbers with chat you could post? Maybe someone will chime in here to help you more but in the meantime I am just trying to gather some facts to help them help you.
Would you be willing to give Chat another chance? Maybe the particular agents you have already contacted on this issue are not up to speed as they should be. Just a thought
Tom - not sure if they are the session Ids, but I have the following SR-685156556 SR-685105658 from the automated email I got at the start of the sessions.
As for BT, that is "British Telecom" in the UK. I may try chat another chance at some point