BT are being unhelpful, engineer dont turn up and ...

Question

Hi, we have been a Sky customer for a few years or so with ~2.5mbs download, and recentley we saw that BT was able to provide us with an estimated speed of 72.1mbs download and 20mbs upload, according to their postcode/address check. We wanted their infinity 2 service, so we went and orderd it last month.
We were told that the phone line will be transferred on the 16th of May, 2012, which was also the date where the engineer was supposed to come, and that the delivery package will be recieved on the 14th. We did recieve the Home Hub 3, and a small black box, which appears to be two ethernet cables.
On the 16th, we waited all day for the engineer to turn up, and, as you guess, no one turns up. We call and call, and we are told the phone line will transfer on the 16th, however on the 17th, it just cut off mid day and the phoneline failed to transfer.
We were told on the 16th, that there was an unexpected problem at the exchange, and the problem will be resolved within 48hrs, however they failed to fix it, and they failed to transfer the phone line. Now we have no phone line and no internet, seems we would have been better off with Sky broadband, at least we would have had some connection to the internet. I find myself having to use my mobile phone internet to tether to my laptop for internet access.
I know this bit may sound stupid but, I am in the middle of my exam period and internet access is vital for my revision, and we ordered infinity 2 with no expetations of such problems. I have read that people have had an engineer visit delayed by a short while, but now, we dont even have a phone line.
Im acually feeling hopeless here, we have called them enough times with pointless useless replies that dont tell us anything about when we will get our internet, or phone line. We can't even use the landline to call BT, so our calls aren't free using a mobile.
Please could someone help

Answer 1

If you would like to contact one of the UK based BT Care Team who moderate this forum, they should be able to help you.
They can be contacted using this link BT Care Team
They normally respond by phone or e-mail, within three working days, however you should get an immediate confirmation, with a tracking number.
There are some useful help pages here, for BT Broadband customers only, on my personal website.
BT Broadband customers - help with broadband, WiFi, networking, e-mail and phones.