No words can really describe the challenges BT, sorry plusnet, have put me through since signing up on 12th July (to a fibre service they don't have) so I will just detail the latest.
I received e-mail notification (and my account dashboard confirms this) that my phone and broadband are now active,yet I have no dial tone. I did try calling the support desk but the wait was over 30min, I did try and mail them but it bounced.
So yes that over 5 weeks over summer and not even a dial tone, hence the subject title..
There might be a way of getting a better responce, it's worked for me after I discovered it, if you go to the home page https://www.plus.net/ click on help & support (top center) after the page loads check the bottom right, there should be a green popup "chat online" fil lin the questionnaire and hopefully someone will help you, I have been told this can have a long wait time too but I have only waited a few minutes. Hope you get through