BT Infinity Apparently Not Requiring Engineer

Hi,
We recently ordered BT Infinity and we are expecting to receive it soon, however we were told that we do not need an engineer to install the BT Infinity service for us and that we would only experience a 30 minute downtime. We are still getting sent a homehub 3 but i am not sure if we are being sent a modem aswell.
We have never had any fibre optic services to this house before, and as far as I know we need a modem to get the service and the only people who carry those are the engineers. I am also fairly sure we need an engineer to check the master socket and possibly replace it and to make sure we are connected at the cabinet.
More insight would be great.
Thanks.

orders fail occasionally you defiantly need an engineer visit all you can do is Phone sales on 0800800150 and ask them what has happened you should have been given a install date when you ordered if not that could be why it has failed
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Infinity fault not fixed, engineer booking system ...

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Hi, I'm after some collective advice (and maybe even some help) on my BT Inifinity connection.
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I live roughly 682m (in a straight line)/1.3km by road from the local exchange.
My BT INFINITY Cabinet is roughly 0.48km on foot (possibly twice the distance when taking the copper cable length into account).
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http://speedtest.net/result/1492182858.png
I was chuffed, even more so when it rose by the end of the day topping out at just over 36mb with the same upload speed. http://speedtest.net/result/1492351342.png
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Update:
Short Version: There was a 10v surge on my line that was causing my connection to be unstable.
Result so far:
http://speedtest.net/result/1528755806.png
http://www.pingtest.net/result/48425777.png
Long Version (Probably TL;DR so i apologise in advance):
Last friday I accidentally yanked the power lead out of the vDSL modem while trying to replace a dodgy Ethernet cable on my wife's PC - The Home Hub 3 is on top of her desk with the OR modem mounted on the wall above it.
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hi
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Frank Nimphius wrote:
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