Just phone back. You get a new person every single time. So you simply have to keep nagging away. I got mine free as well, largely because they
cocked up the install. They will swear black is blue. I got a deal for M+ TV, M Phone, 50MB Broadband and a V+ Box for £44 a month. Only to find after they eventually did the install (many days, about 10 phone calls and 3 hours on the phone...