Scoot - A complete waste of time calling India for anything unless you are a masochist. On the rare occasions I have an external tech/billing problem I post the problem concisely on the BT forums, this is the Infinity section:
BT forum Infinity
Ask for Mod assistance, ignore 95% of the others who reply they are self styled gurus. Login using your BT ID details. The Mod team are UK based and have the authority to get things done, great people too.
BT Infinity 2, HG612, Billion 7800N; 79987/19999 Kbps. Online since 1987. Macs since 1979. Dreambox fun. Advanced Radio Amateur Licence and an anorak.