BT Messed up my homemover, despite having a month'...

Question

Hi all, disappointed this is my first post, but just felt its my duty to tell you what can happen to a BT customer should you fall prey to this scenario:
I've been at my current address about 1 year 9 months, been out of contract since January (2014) but am generally happy with my BT Infinity 2 package (upto 80MB speeds what's advertised).  I'm however due to move into a flat am newly renovating 26th March 2014 (next week, splitting a flat above a shop into 2 so the shop is number 11, the original flat is 11A, mine will be 11B.
When 11A (occupied for the last few years) needed a phone line, the box from the street runs up the side of the wall that is to be my window, so the engineer kindly asked if it was ok (as easier for him) to drill a small hole under ym window, passed the wire into (my part of) the building, under the floor boards (which were not down yet) and back of the flat (for 11A, which is where they wanted the phone located) as it was easier than passing extra cabling on the outside of the street side wall, through their food prep area (which faces the street) and then across their hallway (inside the building) to the back of the flat. I had no problem with this, meaning the work for 11A needed to access 11B.
So I had done my research and known to give BT at least 10 days notice for any order to an address (including home movers or new installs) so I had contacted BT 26th FEBRUARY via online chat (well in advance), and after much back and forth with the first telephone adviser a few days later (who could not find 11b on the system as its a new address) I tried another adviser. She was unable to place the order for 11b as well, but explaining what happened she siad she was able to place the order under 11a (as it was effectively the same address, so just needed activating) with a note to the engineer to ask for 11b, and my contact details (email and phone numebr) confirmed for updates. The booking was for 27th March.
So I've waited for the email confirming my order and eventually, 19th March (at least 2 weeks) I called up BT to find out about the order only to be told by a 3rd adviser the order rejected not once, but twice (as the address did not exist ... which is weird as the bed I ordered form Argos 2 weeks ago came up on the Argos system and they delivered the bed with no problem!) so they did nothing afterward.  Yes, that's right: BT gave up on the order, and did not think contacting me the customer to ask "What do you want to do?" was a viable option.  I would have been sitting in the new flat mornign of the 27th having moved in night before wondering where the engineer was.
So the 3rd adviser, tries to place the order again "by simply adding the address into the system" (why did the first 2 not do this?) however unable to transfer "like 4 like" (ie, phoneline, Infinity 2 and call package) as Infinity was unavalable in the area.  This I find odd as I ysed Samknows (a reputable source ALL UK telecoms providers subscribe to in some form) said it was available for number 11 and 11A.  The adviser said maybe its down to BT changing the packages every 6 months so my package is no longer available... however she was able to get me 2-6MB Broadband, standard price £16 but could maybe get me a discount for £13, but I would have to go on a new 12 month contract.,.. and that's with an engineer coming out at earliest 4th APRIL (leaving me there with no line or service for an extra week?!
BT believe the alternative is to wait for the address to be fully registered with Royal Mail (whenever that may be) and try again... potentially I could be in the flat without a line for a month or more, then the extra 10 days for BT to get a line in.
So, BT having failed to advise me on a rejected homemover, now want me to understand my Infinity 2 package (standard price £26 for upto 80MB speed) is unavailable, but can give me "upto 6MB (if am lucky) but can charge me £13 and a new 12 month contract for the priviledge...  I ask, if Infinity 2 package is "old and no longer available" how is the stone age 6MB still available??  I see this as nothing more than a con on BT's part just to get me to renew as, being out of contract, most companies don't want to risk the customer walking away at a month's notice.
What BT failed to realise was if I was going to leave, I would have given my notice December 2013 with 1 month left on he contract and jumped at first opportunity... and I intend to be in the new address for at least the next 3 years.  As far as I see it, the very thing they were afraid could happen is what they've proactively pushed me into considering as a very real option: Leaving BT!  And
Shocking and very disappointing service from BT .. as far as concerned my obligation BT onusing the service is to pay what I owe, which I do month on month by Direct Debit, on time, in full and without fail.  Yet BT do not seem to think this matters as far as their obligation to the custoemr is concerned.  shocking and disappointing.

Answer 1

Hi, As a quick update since opening the thread, what I did not mention earlier was that (clearly unhappy withthe offer of a new 12 month contract on 6mb broadband that I'd have to wait till 4/4/14 to get) I phoned BT yesterday (20/3/14) having a night to think about it and cancelled this order.  The adviser told me it was cancelled and even checked with order management to ensure it was cancelled.
I had contacted another company to put through a similar order, which they were happy to do (no contract I'll have you know).
About 10.30am this morning (after openign the thread) I now get an email from BT that the engineer visit date has been changed to 27/3/14 (which I originally wanted) but this was for phone number ending '3362.  I'm there thinking I cancelled this, so phoned up BT to check.. nly to be told the order that was cancelled yesterday was for the phone number ending '1669 which was for the original order I placed 7th March!!!  Yes, the order that had rejected twice and abandoned.
The adviser I spoke to this morning however, after running a line check, did confirm that he does not know why I was told Infinity was not available as he can clearly see it is.  The only problem is the order (for the 27th) is just for the line (and 6mb broadband) not Infinity: he cannot amend the otder, only to cancel and re-order my original move plan with Infinity, but I'd lose the date of 27th march all over again.  Yes, I am not a happy bunny with all this mis-information I'm getting.
I honestly don't know what's going on, and not sure what to trust.  Worst case scenario will be to contact the second company to cancel the order I have with them, only to be told by BT that "sorry, we got the information wrong,... the email you got this morning was queued before you called us to cancel, so yes, there is no order to move your line as requested" leaving me with no line this time next week.  Ic an easily see that happening.