Faulty but refused a port switch as they are alloc...

Question

First off someone at BT/Openreach really does need to address what is a truly broken issue management and escallation process at Openreach. It doesn't take much effort to provide feedback and information to Customers yet Openreach appear to be completely incapable of this.
So, 23rd Aug my infinity that has been working for months goes from 22Mbps down/5Mbps up to 10Kbps down/7.5Mbps up - yes, 10k!
I normally use a draytek 2750n so I swapped that out and put back the standard Openreach modem and HH3 that BT supply - no change in speeds.
So I call BT, go through all the normal off and ons until an engineer visit to the house is arranged for the following weds. The engineer spends a few hours trying to sort it out, confirms that all is fine between the house and the cabinet but i need a port switch - Openreach refuse this as the ports are assigned for new installs. I'm supposed to get a call back to arrange this  - no call.
I call BT and they say an engineer will visit the cabinet/exchange on Monday 3rd (this week). I get home in the evening  to find that nothing has changed but do have a message on the answerphone from the Engineer informing me that he has sorted a few things out and given a few days everything will be back to normal - that does happen right?!?
I'm straight on the phone to BT who arrange an engineer who will sort everything out today and call me to confirm so that I can check. I check at 5pm today - no change. I ring BT - Openreach cancelled the Engineer because the engineer from Monday closed his call - after I'd rung on Monday and booked for today.
During this call I was told that the Engineer from Monday 3rd had also requested a port switch and been refused, no spare ports ( again I expect they are reserved for new Customers). So despite the message I'd received he knew that a port switch was required. I'm told that an engineer is now coming onFriday and will check everything is working. My obvious question is 'are there now ports available for existing customers'. The response was that the engineer would find out on Friday and book an Engineer for another date if not.
Now as a customer who has a contract with BT I expect faults to be fixed in a timely manner without constant chasing by myself. I do not expect BT to refuse to fix my fault becuase all spare ports are allocated for new customers - surely a breach of contract.
I've now been without Infinity for 2 weeks and I have little faith that Openreach will resolve it next time or put in place the required Engineers to resolve the problem.
Anyone any ideas how I can get a resolution to the port switch I require and ensure that Openreach do what needs to be done?

Answer 1

So another engineer visit to fix the problem. First of all he tries to get out of switching the port but we stand firm and tell him that two other engineers have already identified the issue. Off he goes to do a lift and switch ?
He comesback, plugs in his magic box and tells my Wife that it says we should get 25mb - I'm guessing that this device just reads the profile rather than testing the line as when he used http://www.speedtest.bbmax.co.uk/ to test the speed on our laptop rather than any of the BT sites and showed my Wife that he had managed to get 5Mbps and not to worry as this would increase back over 20Mbps overnight. He did mention that
I get home this evening to discover that we are getting 10k downstream, 4.5m up. How is this possible - well the only way I can think is that the ports have been switched back again. Even if thats not the case why would the speed decrease from what he tested to such a degree and why would he expect the speed to increase by 400%+ overnight?
So, 15 days after reporting the fault, 3 engineers, 3 hours on the phone to a call centre that isnt even the company responsible for the problem and the only thing that has been acheived is a slight reduction in upstream speed. Unreal
Oh, and the call I was promised by a manager in India that would be between 7 pm and 8 tonight to confirm that everything was fixed - i guess it was too much to expect that to happen.
Here's hoping that the Mods are able to help as I don't know what else to do.