BT Infinity installation problems - is this normal...

Question

extended rant follows...
I moved house on the 11th July and ordered BT Infinity 2 for my new address. Openreach Engineers came on the 14th July and provided the modem and wall socket. I was led to believe that they had effected the changeover to fiber at the cabinet. They informed me there was a short in the house internal wiring, however after they left, my broadband was working, albeit at about 2Mb/s. Another engineer appointment was booked for the 5th August. I then went on holiday for 2 weeks. On the 5th August a broadband engineer turned up and said that he had been incorrectly booked as this was a phone line problem, and left. I then received a call saying a phone line engineer would come on the 6th August, which he did, and by finding the junction box in the flat and running new cabling out from it, he fixed the short. My broadband then became operational and seemed to be running at fibre optic speeds. 
On 17th August my home hub started showing an orange broadband indicator, with the modem showing VDSL was working. Power cycling, resetting, nothing worked. I called and emailed bt broadband support, who promised to sort my problem. On 19th August having heard nothing I called support again, and after being passed around for 2 hours I was finally put through to order management who informed me that I did not in fact have infinity installed, that my order was incomplete and that absolutely nothing further would happen until I had had another visit from an engineer, which would happen on the 1st September, 7 weeks after the initial installation visit. The operator also said that I had another engineer visit scheduled for the 18th that had been cancelled, both without my knowledge - no emails, texts etc, and that this might explain why my broadband had stopped working - it had been switched off.
I'm seriously considering cancelling my order and moving to a much smaller provider that does not have these administration problems. I should not have to spend 2 hours on hold to find out something that perhaps I could have been told when I first contacted BT. Am I in my rights to do this? I've been a bt broadband customer for at least 3 years. 
If not,what is the procedure for ensuring that I am not billed for 2 months of infinity broadband that I will not actually be supplied? 

Answer 1

I think your Openreach modem may have joined many of it's friends. I expect you've seen the Modem replaced 3 times in two months thread.
Unfortunately India seems to default to "there is a fault at your exchange"... your "you don't have Infinity yet sir" may well be a new version/tactic so that when the engineer arrives in September he will pop a new Openreach modem on the wall.
I think I would seek help from a forum mod, they are very helpful but pretty busy, so will take a few days before you get a reply. 
If you do want to get help a contact form link is below. You can refer/link this thread to it giving them the background.
http://bt.custhelp.com/app/contact_email/c/4951
I am dreading when it's my turn to get the bloomin' thing replaced as I believe it sometimes causes the exchange to slow your IP profile down to something in the 20 to 25Mb range and it's a devil of a job to get the IP reset back up.
I hope you don't jump ship.... My previous ISP was a nightmare to get help from, and that was working with a product (ADSL) that has been around for 10 years.... Infinity has only just landed and there is a rumour... which I am helping to spread  that we may get an even faster speed in the not too distant future.
Edit Crikey September 1st is just around the corner.... well not if your broadbandless of course.
I was just surprised when I looked at the calender and realised our summer only has less than two weeks to go... what a grotty old summer it's been, remember those lovely hot "global warming!" summers of 1995 , 2003 and dare I say it 1976 ... Rambling a bit here sorry.
Good luck
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