BT Infinity fault is THIRD problem in two months o...

Question

I am writing this post because I am so disappointed, upset and frustrated with BT. I have had three different, separate problems I have had with my service in the two months that I have been with them.
The service that I was sold - BT Phone and BT Infinity - seemed like such a great deal that I chose to switch from my long-term, very reliable contract with Virgin Media. However, the problems started before I even switched over.
Problem 1: equipment delivery - when my home hub was supposed to be delivered, I received an email telling me that I could track my delivery, but I saw that delivery failed because of a problem with the courier. I called BT (from abroad, as I was out of the country for work) and they told me they would arrange another delivery the next day. I then had the same problem with another courier (they didn't even try to deliver it), and again I had to call BT from abroad (costing several pounds for the call each time). After the second failure to deliver the equipment (both times, the courier didn't even attempt to deliver), BT finally told me that the engineer could bring it on the day. If that's the case, why did the website tell me I had to call if equipment didn't arrive, meaning I spent more than £10 on international calls to try to make sure it was delivered?
Problem 2: number porting from my old service - before I EVEN switched to BT, Virgin Media informed me that BT hadn't requested the number to be ported from them. I rang BT more than a week before the installation date, and they told me that Virgin were wrong and they had requested the number. Then, when the equipment was installed, the BT engineer said that the number hadn't been ported (meaning we couldn't get incoming calls), and that we'd have to call BT to get it resolved by the number porting team. It took at least three calls and over 10 days to get BT to this fixed - whenever I called, the 1st Line Support kept saying I'd need an engineer, and that the number had definitely been ported. Finally, after 10 days, they admitted it hadn't been done and sorted it out... But it took
multiple calls from me, and being told that I'd need an engineer that could cost me £99 even though the original engineer correctly diagnosed the problem.
Problem 3: broadband service down - After a little under two months, the BT Infinity Broadband stopped working at around midnight one night. After a call to BT at 8am on Monday 9 September to try to resolve, it turned out the the black box of the BT Hub wouldn't switch from green light to orange then blue, and when the reset button was pressed and held for 30 seconds, nothing happened. It seemed like a problem with equipment under warranty, but I was told that it would take a day for the networks team to assess, and they would call back between 6pm and 8pm the next day (Tuesday 10 September). I missed the call because I was on a bus getting home and lost signal for 3 minutes only. I then had a text saying I could call back up to 9pm. I called back as soon as I got home from
work (at 8pm), but was told I couldn't speak to the 2nd Line Support as they stopped taking calls at 8pm (despite the text message saying I could call up to 9pm). I spent nearly an hour on the phone trying to get put through by 1st Line Support, but all they could do after all that time was say that the 2nd Line Support Team couldn't speak to me at 8pm - the earliest I can get home from work - until Thursday 12 September. Additionally, it would likely need an engineer to come out - but only on a weekday, between 8am and 6pm, meaning I would need to take another day off work - to fix the problem.
I am so, so, SO disappointed by the service BT have provided to me in the scant two months that I have been with them. There have been delivery issues, there have been technical mistakes by BT (number porting) that they refused to even believe where their fault for a week, then when the Internet stopped working they can't call me at a time I can be home, and they will require me to stay home for a day so that I can have broken equipment under warranty replaced (because they won't send an engineer on evenings or weekends).
I wish I had never moved to BT. Their service just doesn't seem to care about the customer, and it's set up so that if something goes wrong it's almost impossible to get help if you work full-time. I am so disappointed, I would not recommend BT to ANYONE, and I wish I had never moved to the service.
I really hope that by writing this, BT will see the sheer number of problems I have had, and maybe revise their policy of when they will help people to include evenings and weekends, and try to spend more time supporting their customers rather than just recruiting new ones. So disappointed.

Answer 1

Dear baconnugget - good idea, but unfortunately I was travelling for work with only a work laptop, on which I couldn't install Skype, and my mobile, which would have charged more for internet access than calls. 
Overall, I'm just really disappointed with the poor customer service from BT, and the fact that they will only help customer between 8am and 8pm on weekdays (I know they say 9pm but I couldn't speak to 2nd Line Support after 8pm), which is when I am at work / travelling to or from work. It's just such a shame that they don't care about supporting customers with evenings or weekends more.