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And if you're having problems levelling up your character make sure you're doing as many side quests as you can to keep yourself on level with the main quest line. There's more than enough in the numerous areas to get you over the level you need (I was at level 54 before I first entered Moria, with dozens of side quests remaining).
If you filed a ticket at {LINK REMOVED}support.turbine.com, I am surprised that you got no email response.
Hoever, if you "entered at ticket" in-game, you MUST be looged in for them to process it. They are handled by two different groups of people.
The issue with the Intro is a "bug" -- that is to say, Turbine's auto-leveling processes (we use them extensivelyon Bullroarer) require that you complete the Intro -- either by completing the Intro or by having your character marked as "completed the intro" by a Game Master in-game.
On Bullroarer, the test server, there is an auto-leveling feature called the Eyes and Guard Tavern where you go and talk to a GM Toon stationed there. That toon does only one thing -- marks your character as having completed the intro. It's something only needed for the auto-leveling process.
So, in short, file a Ticket at {LINK REMOVED}support.turbine.com.
BTW: the intro only takes 30-45 minutes to complete and yes, you wlll be level 7 or 8 by the time you complete it.