BT Infinity Change of Address Order Blocked and Lo...

Question

I have just moved house, and I placed an order to move my services, including BT Infinity, to the new address about a week before. 
A couple of days later, BT called me and said that the engineer could not attend on the 8th August, but would attend on the 12th August, and I was happy with that.
However on 12th August, the engineer did not show up.  When I called BT, they said the order was blocked in "pending" status, and had not been processed.  I called BT several more times and was on the phone for at least an hour each time, passed from pillar to post and back again, and/or to vaguely fictional sounding escalation departments or other teams. 
One person told me my order was blocked and needed to be cancelled.  Another person told me my order had already been cancelled but  not correctly.
The last information I was given was that they had to email my problem to yet another special department who would get back to me "within a few days".
I would wait a few more days, but I remember getting stuck in this exact same loop with a house move about 6 or 7 years ago, and it took weeks and many more phone calls before I got any broadband.  My experience with BT is that if everything works smoothly and goes through first time, it is all very good.  However, as soon as there is any small problem with an order, it turns into a big disaster and you can't find anyone who can fix it.
Can anyone give any advice about how I can get through to the right people who can sort this out?  Also, I've heard that writing a letter to the Managing Director of BT sometimes helps - does anyone have the correct address?
(If I've posted this to the wrong section, please advise which section it should go in).
cheers and thanks in advance for any help.
Patrick Warner.

Answer 1

All, just to give a happy ending to this story, the BT enginner has turned up today and has got the Infininty working for me, so at least on the 3rd attempt I have now got a good service.
In fact the engineer who turned up did a great job and was able to get the modem working where I wanted it to be, even though the internal wiring seemed to be messed up and he had to spend over an hour trying to figure out how to get it working.  It was a new house that I had just moved into and was not familiar with the setup of sockets, or which one was wired as master, and it appeared that a previous owner had been messing with things and using non standard approach.
Unfortunately I fear that because of that, someone else may miss their appointment later, as he was here for over 2 hours in total.  I guess that's why sometimes they don't show up, if a previous job took longer than expected.
The only issue I have now is that the phone socket in the room where Sky needs to be installed does not work, but it may be that it never worked in the first place.  BT guy told me that we would need to wire it to orange pair to get it to work, assuming the cable is not compromised.  I have posted a separate message under "Phones" asking for advice on that.
thanks
Patrick.