I found copying the CEO into the email helped - he responded back late at night! He passed my email onto the head of sales, in the meantime I heard from Provisioning directly the next morning, then Sales later that day and last week another call from someone else in Sales responding to my original email - In the meantime I am dealing with provisioning and once BT actually clear the cease on my line (3rd time of asking), I might get the Fritzbox sent to me!